Help Desk Analyst Resume Las Vegas, NV - Hire IT People

SUMMARY:

Passionate about learning new software
Contributed to the Windows 7 installation and deployment upgrade project
Performed as System Administrator for Active Directory to manage users and groups - added computers to the domain
Lync Meeting setup
Responded to telephone and email request for helpdesk support
Utilized Avaya administration for telephone and voicemail management
Lead point of contact for office 2003 and server 2003 upgrade project
Installed and configured Workstations O/S, applications
Manually encrypted dell laptops with Secure Docs 3.9 to 4.1
Configured Cisco VPN with RSA Token
Installed and configured Verizon wireless pc cards
Provided desk side assistance
Installed and configured Dell tape auto-loader for weekly server backups
Liaison to the national helpdesk
VTC video teleconferencing configuration for LAN/WAN and ISDN connections
Supported printer and scanner configuration for HP, Lexmark, and Sharp printers
Utilized Service desk, Footprints, Track-IT, Clarify, HEAT, Remedy, and other trouble ticket client and web based applications to accurately track, follow-up, and resolve trouble tickets
Property custodian tracked and updated inventory with Share Point
Provided desktop/laptop onsite technical support for teachers and office staff
Installed Confidential hardware, and software and peripherals, as needed
Troubleshot and repaired or replaced client hardware including, but not limited to, Dell, Lenovo desktops and laptops, as needed

WORK EXPERIENCE:

Confidential - Las Vegas, NV

Help Desk Analyst

Responsibilities:

Provided telephone technical support for the Confidential national help desk. I used Active Directory to manage Users and Groups. I created vendor accounts and granted request to extend network access for third party employees.
I maintained records of incidents and their resolutions in the Heat ticketing system. I applied advanced technical assistance for desktop and laptop in office and work from home users. Troubleshot, diagnosed, and resolved problems of varying complexity using remote desktop and other remote tools. Used Citrix for offsite employee access. Enabled Icoms accounts and also cleared order entry sessions for customer accounts.
Resolved RSA token and Cisco VPN connectivity issues by enabling employee and on demand tokens for vendors. Configured Avaya phone settings. Granted access and configured accounts for Lync instant messaging. Utilized Microsoft Exchange to enable and retire voicemail accounts for Cisco VoIP phone.

Confidential-Las Vegas, NV

Computer Technician 1

Responsibilities:

Provided desktop and laptop onsite technical support. Installed district-standard hardware, software and peripherals. Troubleshot and repaired, or reimaged computer software and entered request for hardware HDD replacement. Worked with Lenovo desktops and laptops.
Maintained accurate documentation of work performed using, Service Desk ticketing software. Assisted users with network security issues such as file system rights, account access, and password maintenance using Active Directory. IT Cart property custodian for I Pad, and Mac PC’s.

Confidential - Las Vegas, NV

Help Desk Representative

Responsibilities:

Provided telephone technical support for Wynn and Encore Resort employees. Installed standard and proprietary software with PC Anywhere and Dame Ware. Recorded accurate documentation of all work performed using Altiris tracking software.
Provided daily shift status reports using Avaya CMS Supervisor software 14.0. Configured Blackberry BES and I-Phone accounts. Reset a myriad of passwords for various applications. Info genesis POS support, Patron Management, Spa Soft, and Stratton Warren and other gaming industry specific software.

Confidential, Las Vegas, NV

IT Support Specialist

Responsibilities:

Provided telephone and on-site technical support for PC’s applications and peripherals. Installed and configured signature capture devices, and other gaming industry hardware. Provided Active Directory support for Users and Groups. Supported AS/400 for printer re-assignments and password resets. Utilized Remote Desktop, Dame Ware. Configured CiscoVPN. Utilized Help Star and Track-IT to accurately document and track all trouble calls.

Confidential - Las Vegas, NV

Help Desk Support Technician

Responsibilities:

Provided technical support for the main hospital and their satellite locations. Utilized AS/400 commands to re-generate reports. Utilized Remote Desktop, VNC, SMS, DMS for remote access. Supported a myriad of Healthcare related software including Chart One, PACs, C-Quence
Used Service Desk for accurate trouble ticket documentation and follow up.

Confidential - Las Vegas, NV

Helpdesk Support

Responsibilities:

Walked users thru resetting and testing routers, checking the IP address to verify online access. Utilized Windows XP, Office 2003 and Server 2003, reset passwords as needed and assisted with store balances to close the day and or re-open the day. Accurately documented and tracked issues with the Footprints call tracking software.