Desktop Support - Level 2 Resume Penn Hills, PA - Hire IT People

TECHNICAL SKILLS

Software Platforms: Windows 7 & 10 (Enterprise), Windows Server, Azure, MS Exchange, Lotus Notes, SAP, JAMF Pro, MS Exchange Admin Center, Nextiva

Network / Telephony: Cisco Network Equipment (Routers & Switches), Avaya, Panasonic, and Siemens phone systems

Certificates: Lenovo Certified

ITSM Systems: Heat, Remedy, ServiceNow

PROFESSIONAL EXPERIENCE

Confidential | Penn Hills, PA

Systems Analyst

Responsibilities:

Answering incoming tickets via phones, emails, and office walk - ins.
Perform updates to software/hardware, break fix issues to PC, iPads, and network machines.
Work in Big Commerce, Office 365, Meraki, and Azure adjusting user accounts.
Deployment of leased iPads for corporate and franchise use.
Provide customer support for company proprietary company app in JAMF Pro.
In charge of the shipping & receiving of all iPads and keep inventory of each device.
Assist with Documentation of Systems, Functional Requirements, Processes, and Procedures via a Knowledge base created in Microsoft OneNote
Troubleshooting network issues with WIFI and IP Phone system.
In charge of all security with monitoring and troubleshooting with company’s locations.
Assist with warehouse inventory and IT inventory every quarter
In charge of all purchasing of company’s needs to be able to perform day to day functions
Responsible for our client portal, verifying that all pages and services are working

Confidential | Pittsburgh, PA

IT Logistics Analyst

Responsibilities:

Managed, prioritized, and resolved incident escalations and access requests to meet Service Level Agreements and budget requirements.
Collaborated with various internal and external technical team members to ensure clients’ needs are being met.
Promoted proactive communication between Sales and Technical teams to accurately ascertain the nature of business opportunities and resolve problems.
Executed request fulfillment best practices including implementation of client software.
Point of contact for audits.

Confidential | Pittsburgh, PA

Desktop Support - Level 2

Responsibilities:

Performed all duties to successfully implement an asset management lifecycle.
Identifying trends - pulling logs from robots in the field to determine failing hardware or identify the root cause of on-going issues.
Incident management and request fulfillment of applications, desktop equipment, VPN products, and mobile devices.
Second level support on all break fix issue with hardware, software, and local printer issues.
Responsible for replacing motherboards, hard-drives, and monitor screens for all end users.
Activation and repair of company iPhones and Blackberry devices.
Replacing End of Lease equipment with detail to backing users’ date with Bruda Backup and verify all data restored on new leased equipment.
Responsible for mapping network drives and printers.
Re-imaged computers after replacing hard drives and responsible for wiping hard drives of EOL equipment.
Troubleshooting network connections on LAN and WIFI connections.

Confidential

Help Desk Technician

Responsibilities:

Respond to incoming calls and emails for troubleshooting to the helpdesk
Create support tickets for further escalation or investigation.
Perform remote repairs, software upgrades and implementation at various sites.
Answering to over sixty requests per day
Supported Lotus Notes, Windows XP and 7, MS Office Suite, remote access, password resets, bit locker resets, and software installs.

We provide IT Staff Augmentation Services!

Desktop Support - Level 2 Resume

Penn Hills, PA

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