SUMMARY:

• 10 years plus of experience as an IT professional. Strong knowledge of a wide range of operating systems (Mac OS, Windows10, Windows 8.1, Windows 7, Windows XP. Microsoft Office 365.
• Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e - mail, connectivity, remote access, and hardware issues.
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems, advanced troubleshooting for end users, and recommend and implement corrective solutions, including inside or offsite repair for remote users as needed.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
• Organize video conferences and net-meetings for projects, external clients, and the local office.
• Assess the need for and implemented performance upgrades to PC peripherals, including the I/O and NIC cards, memory, hard disks, motherboard and accessories.
• IT Dell, Network+.
• Assumes complete ownership of all projects/assignments with a strong commitment to quality, end-users satisfaction and excellent customer service.

TECHNICAL SKILLS:

Hardware: Dell desktop, laptop and printer, IBM desktop, Laptop, Hewlett Packard printer.

Operating systems: Mac OS, Windows 10, Windows 8, Windows 7.

Software: Microsoft Office, Office 365, Adobe Acrobat.

Tools: Remedy, CA Unicenter service desk, Asset Management Center, Active Directory, Track it, LAN Desk, logMeIn, Go To Assist, HP Service Manager, Real VNC, Service Now, System Center Configuration Manager(SCCM).

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technician

Responsibilities:

• Support users in Windows 10, Windows 7 and Microsoft office.
• Provide comprehensive technical and customer support services to customers and service providers. Handle phone and desktop support.
• Install hardware and software.
• Create and modify trouble tickets using Service Now.
• Troubleshoot TCP/IP issue (internet/network connection troubleshooting, IP address configuration)
• Create new user in Active Directory.
• Reset existing user password on Active Directory.
• Set up and configure Microsoft In Tune, MS Teams.
• Set up and configure mobile devices.
• Install and configure local and network printers.
• Image new desktop and laptop using System Center Configuration Manager.
• Migrate from Windows7 to Windows 10.
• Provide remote support thru Real VNC viewer. Assess reported incidents and take initiative and ownership to resolve them.
• Set up and configure Cisco box for Virtual Private Network users.
• Configure and maintain VMware technologies.
• Troubleshoot and diagnose software or hardware issues.

Confidential

Service Desk Analyst (Consultant)

Responsibilities:

• Support users in Windows XP, Windows 7, Windows 8.1 and Microsoft office.
• Handle phone and desktop support.
• Install hardware and software.
• TCP/IP (internet/network connection troubleshooting, IP address configuration)
• Create new and modify existing users on Active Directory.
• Create new and modify existing users on Exchange server.
• Install and configure local and network printers.
• Image new desktop and laptop using Symantec ghost or from scratch.
• Use LogMeIn for remote support.
• Troubleshoot and diagnose software or hardware issues.
• Deploy new laptops or desktops to users.
• Configure and set up Blackberries, smart phones and tablets.

Confidential

Desktop Support Analyst

Responsibilities:

• Support users in Windows XP, Windows 7, windows 8.1 and Microsoft office.
• Handle phone and desktop support.
• Install hardware and software.
• Use Track it to create and modify trouble tickets.
• TCP/IP (internet/network connection troubleshooting, IP address configuration)
• Create new and modify existing users on active Directory.
• Create new and modify existing users on Exchange server.
• Install and configure Dell and Hp local and network printers.
• Image new desktop and laptop using Symantec ghost.
• Use Gotoassist or VNC for remote support.
• Troubleshoot and diagnose software or hardware issues.
• Deploy new laptops or desktops to users.
• Configure and set up smart phones and tablets.

Confidential

Desktop Support Analyst

Responsibilities:

• Support users in Mac OS, Windows XP, 7 and Microsoft office.
• Set up and configure desk Cisco IP phone.
• Install hardware and software.
• Used LAN Desk to remote into user workstations.
• TCP/IP (internet/network connection troubleshooting, IP address configuration)
• Execute, Install, Move, Add, and Change (IMACs) pertaining to end-user hardware, software, and other technologies as directed by management, and according to requests assigned by the regional service desk.
• Configured smart phones (Android, iPhone) and tablet.
• Cloud base app support.
• Self-monitoring of assigned tickets to ensure proper escalation and resolution of incidents in consistent with the agreed SLA’s
• Properly documents support activities in the incident management system.

Confidential

Desktop Support Analyst

Responsibilities:

• Support users in Windows XP, 7 and Microsoft office.
• Handled phone and desktop support.
• Installed hardware and software.
• Used lan Desk to remote on user workstation.
• TCP/IP (internet/network connection troubleshooting, IP address configuration)
• Installed and configured Dell and Hp local and network printers.
• Installed and configured Macintosh machines.
• Imaged new desktop and laptop.
• Windows 7 migration
• Deployed new laptops and Workstations to users.
• Configured smart phones (Blackberry, iPhone, tablet and IPad), etc.

Confidential

Desktop Support Analyst

Responsibilities:

• Support users in Mac OS, Windows XP, 7 and Microsoft office.
• Handled phone and desktop support.
• Installed hardware and software.
• Used lan desk to remote on user workstation.
• TCP/IP (internet/network connection troubleshooting, IP address configuration)
• Installed and configured Dell and Hp local and network printers.
• Installed and configured Macintosh machines.
• Imaged new desktop and laptop.
• Deployed new laptops and Workstations to users.
• Configured smart phones, Blackberry, iPhone, tablet and iPad, etc.
• Created and updated tickets in custom ticket system.

Confidential

Desktop Support Analyst

Responsibilities:

• Support users in Windows XP, 7 and Microsoft office.
• Handled phone and desktop support.
• Installed hardware and software.
• Used Lan desk to remote into users workstations.
• TCP/IP (internet/network connection troubleshooting, IP address configuration)
• Installed and configured Dell and Hp local and network printers.
• Imaged new desktop and laptop.
• Deployed new laptop or Workstation to users.
• Created and updated tickets in Trackit ticket system.

Confidential

Desktop Support Analyst

Responsibilities:

• Support users in Windows 7 and Microsoft office.
• Handled phone and desktop support.
• Installed hardware and software.
• Used configuration Manager remote control to connect to users workstations.
• TCP/IP (internet/network connection troubleshooting, IP address configuration).
• Patched network port.
• Configured and troubleshooted Cisco router with routing protocol.
• Configured and troubleshooted switches with VLAN.
• Created and implemented images for PC deployment using Ghost software.
• Backed up end user data.
• Imaged laptops and desktops.
• Managed, updated and created tickets from CA Unicenter Service Desk.
• Provided system administration in an Active Directory (AD) environment. (Unlock\disable accounts, reset passwords, move objects, etc…)
• Installed, configured, and troubleshooted Cisco VPN client.
• Installed, configured Microsoft Outlook.
• Strong analytical and documentation skills.
• Passed the Army’s Level I Information Assurance Security Officer online course.
• Worked on multiple tasks and projects and followed through to completion.

Confidential

Desktop Support

Responsibilities:

• Supported users in Windows XP and Microsoft office.
• Handled phone and desktop support.
• Installed hardware and software.
• TCP/IP (internet/network connection troubleshooting, ip address configuration).
• Managed, Created and Updated tickets in Remedy ticket system.
• Deployed new laptops and desktops.
• Track laptops and desktops through Asset Management center.
• Strong analytical and documentation skills.
• Worked on multiple tasks and projects and follow through to completion.