Desktop Support II Resume Philadelphia, PA - Hire IT People

SUMMARY

Obtained over 10 years experience in all aspects of IT Help Desk support
Worked on both small and large teams, holding positions of Level 1 and 2 Tech support
Experience working in IT for large Health Care and Financial Institutions among others

TECHNICAL SKILLS

Hardware: Desktop and Laptops, IPhone, Android, IPad and Tablets

Software: MS Office Suite, GoToAssist, PCAnywhere, Mapping Drives, Microsoft Exchange and Microsoft Active Directory, Microsoft Office 365, Citrix Zen - App and VOip

Ticketing Systems: Remedy, Track-It, and Service Now

Operating Systems: Windows XP, Windows 7, 8, 10, MAC 0SX and iOS

PROFESSIONAL EXPERIENCE

Confidential - Philadelphia, PA

Desktop Support II

Responsibilities:

Using active directory, reset student’s password they use to logon to the College portal
Working onsite, installed and imaged Windows laptop by Dell using SCCM imaging software
Supported iPhone and Android users trying to connect to the College wifi, as well as assisting them to send and receive emails from their student account n charge of our grabbing new tickets coming in the que, using ServiceNow, and working them until completion
Imaged Windows laptops with latest Windows 10 image and configured the profiles for the staff and the students
Replaced faulty computer towers, monitors and printers all across the College campus

Confidential - Philadelphia, PA

Incident Manger I

Responsibilities:

Receive incoming calls to start service interruptions for Confidential technicians in the field
Monitored cable nodes Maine down to Maryland, using in house ticketing system called XOC dashboard to track progress of
Supported iPhone and Android users
In charge of our grabbing new tickets coming in the que, using ServiceNow, and working them until completion
Walked technicians through configuring their Windows profile when logging into their computers for the first time

Confidential - Philadelphia, PA

Help Desk Analyst

Responsibilities:

Provided Level 1 support as a contractor to all Confidential Customer Service Representatives
Consisted of 100 percent phone support (35 calls a day) using ServiceNow ticketing system
Provided support for Microsoft Office 365, Microsoft Outlook, all Windows browsers
Worked with Microsoft Proofpoint, ensuring incoming emails were scanned for viruses

Confidential - Philadelphia, PA

Help Desk Analyst

Responsibilities:

Took approximately 70 incoming calls on Avaya One X Agent daily pertaining to software issues and password resets
Performed restores from Back-ups using NetBackup software for user’s who needed lost documents
Utilized Remote Desktop and GoTo Assist to remotely connect to user’s computers to resolve computer problems
Provided support for Microsoft Word, Excel and Outlook
Deployed computers to work stations for new hires, then walked them through logging on for the first time in order to set up their Windows profile

Confidential - Burlington, NJ

Desktop Support

Responsibilities:

Took the lead of monitoring Help Desk email Inbox where users would send requests for service
Reset passwords, enabled and disabled MS accounts within Windows 10
Supported iPhone and Android users
Configured and set up workstations and laptops in accordance with the company’s policy
Provided training to users after we migrated them from IBM laptops to Windows Surface tablets

Confidential - Cape May NJ

Desktop Support

Responsibilities:

Imaged Desktop/Laptop computers using Pixie imaging software
Provided support to mobile users including setting up email access on the mobile device
Performed diagnostics and troubleshooting of system issues within Windows XP and Windows 7, documented help desk tickets/resolutions, and maintained equipment inventory lists
Supported iPhone devices and also updated the iOS
Using Track-it, documented tickets with complete descriptions and easy to follow steps of documentation

Confidential - Philadelphia, PA

Help Desk Analyst

Responsibilities:

Provided level 2 technical support for 14000 users across the globe
Assisted users with issues concerning Active Directory, enabling and disabling user accounts, as well as walking users through configuring their Windows profile when logging into their computers for the first time
Supported Wi-Fi, LAN and VoIP networks at remote locations
Connected to MAC OSX computers, ran updates on the laptops when needed.
Reset password and unlocked users’ RSA tokens when they were connecting to network via the VPN

We provide IT Staff Augmentation Services!

Desktop Support Ii Resume

Philadelphia, PA

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