Tier 2 Desktop Support Analyst Resume Valdosta, GA - Hire IT People

SUMMARY

Worked as part of a help desk team for 4 years initially managing a single site before moving to a larger team within the company that managed users through the U.S., Canada and India.
Assisted users with the migration from Office 2013 to Office 365 while providing training on the new software as needed.
Experienced in Windows 7 OS, Windows 10 and Mac OS environemnts.
Able to work both in office and remotely either on my own or with a team to meet user needs and manage the environment.
Capable of investigating, diagnosing and remediating issues with both hardware and virtual machines.
Have worked with a virtual environment setup through VMware and assisted with the management of the environment through view admin and vsphere.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Tier 2 Desktop Support Analyst

Confidential, Valdosta, GA

Responsibilities:

Coordinated with Desktop Engineers to aid with the management of the company’s virtual environment.
Setup profiles for Cisco Desk Phones, provisioned the physical phones while working with the Voice Engineers to manage issues within the VoIP setup in the office.
Managed user accounts in Exchange on - prem and in the cloud as well as through Active Directory User's and Computers.
Setup and provisioned laptops for new hires as well as replacements for employees as needed.

Confidential, Valdosta, GA

Responsibilities:

Engaged with dealership prospects to follow up on their visit.
Communicated with prospects to solve problems.
Confirmed service appointments, vehicle buys, returns to the dealership, and provided the dealership with information as requested.

Tier I Technical Support Agent

Confidential, Valdosta, GA

Responsibilities:

Identified, diagnosed, and resolved issues in user accounts by accessing information in the company databases.
Provisioned telephones for VoIP solution.
Utilized excellent communication and critical thinking skills to provide Customer Service.

Help Desk

Confidential, North Charleston, SC

Responsibilities:

Performed effective and efficient problem resolution with Sapphire hardware system.
Aided in troubleshooting and repair of lottery systems and scanner.
Performed training for management on the use of Microsoft Outlook.

Help Desk

Confidential, North Charleston, SC

Responsibilities:

Worked part-time (20-35 hours per week) as on-campus Help Desk person as needed, supplying IT support to students and faculty users to resolve issues promptly.
Helped peers in understanding how to diagnose technical issues and create proper problem resolution steps involving software or hardware concerns.
Chosen to National Technical Honor Society while filling this role.