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Functional Support Analyst Resume

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Cincinnati, OhiO

PROFESSIONAL EXPERIENCE

Desktop Support Manager

Confidential - West Chester, Ohio

Responsibilities:

  • Lead support of a call center, 2 warehouses, and various office teams.
  • Develop and coach team members on the importance of Customer Service, proper communication, and technical skills to enhance overall team performance.
  • Manage wireless RF guns using Soti Mobi control.
  • Root cause evaluation, which prevents longer down time, and reoccurring issues.
  • Assist with improving and maintaining Inventory throughout the company.
  • Create and manage policies and procedures for a fast-growing team.
  • Manage IT documentation and create new standards for the desktop team.
  • Utilize software deployment and patching to ensure systems are up to date.
  • Provide training, and ongoing quality improvement within the team.
  • Project management and creation.
  • Maintain and troubleshoot various Microsoft products, including AD, Exchange, and Office Suite.
  • Lead Support of VOIP system with Interaction Intelligence.
  • Increase opportunities to automate, and stream line processes.

Support Bar Analyst

Confidential - Cincinnati, Ohio

Responsibilities:

  • Provide support for Microsoft office in an Office 365 environment.
  • Provide support for Video Conferencing system.
  • Provide support for presentations issues in meeting rooms
  • Desktop support, including software corruption, registry issues, and software deployment.
  • Utilize SCCM and Software center to image and build computers.
  • Mange AD profiles by adding, and removing access, and modifying groups.
  • Troubleshoot email issues including profile corruption and outlook configuration.
  • Provide technical support for the network, including connectivity, and certificate issues.
  • Support Cisco Jabber softphone and application support.
  • Setup of new starter computer equipment, including imaging and installation of hardware and software.

Help Desk Technician

Confidential - Blue Ash, Ohio

Responsibilities:

  • Provide support for Microsoft Office 2007, Microsoft Office 2010, and Microsoft Office 2013.
  • Maintained the print server on a Windows Server 2012 R2 environment.
  • Knowledge author, I've created numerous guides to help stream line issues and processes.
  • Network troubleshooting, including MPLS, switches, and wireless networks.
  • Provide desktop and infrastructure support for all users, which includes software applications, hardware issues, and VPN.
  • Involved in Active Directory project, migrated users from workgroups to the domain.
  • Provisioned and replaced computers and equipment, such as laptops, and peripherals.
  • Manage tablets with MDM, support email on mobile devices, including Android, and IPhones
  • Remote desktop support using Bomgar and Manage Engine.
  • Provision and maintain e-mail accounts for Exchange and MDaemon.
  • Implement new processes and programs, including cloud based solutions.

Support Center Analyst

Confidential - Blue Ash, Ohio

Responsibilities:

  • Troubleshooting virtual server issues, using VMware, vSphere, and Putty.
  • Providing technical support for pharmacies.
  • Remote desktop support using CSRC and Symantec PCAnywhere.
  • Network support, including VLAN configuration, and network troubleshooting.
  • Support Confidential stores interactive voice response system (IVR).
  • Train new employees.
  • Dispatching for infrastructure and software issues not able to be resolved over the telephone.
  • Hardware and software support of peripheral equipment, including signature capture device.

Functional Support Analyst

Confidential - Blue Ash, Ohio

Responsibilities:

  • Assist pharmacies with support of the Confidential software.
  • Create, escalate, and follow up on tickets.
  • Train pharmacy users on how to fully use the Confidential application.
  • Troubleshooting adjudication, and third-party billing issues.
  • Supporting after hour calls and issues by remotely working at home.
  • Training of new employees
  • Remote desktop assistance using CSRC software.
  • Basic password and software support.

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