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2nd/3rd Level Desktop Support Analyst Resume Example

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2ND/3RD LEVEL DESKTOP SUPPORT ANALYST
Summary

Skilled IT Professional with over 15 years of experience providing PC and Client/Server tech support for small to medium sized businesses. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations and upgrades. Experienced in technical call center operations providing service by communicating effectively with technical and non technical staff.

Highlights
  • Cisco CallManager and Unity 1.2 Training
  • Microsoft Exchange 2013
  • Operating Systems (Windows 2003/2008)
  • Novell 4.1
  • Windows 7,(XP and Vista)
  • Excellent Customer Service Skills
  • Excellent Verbal and Communication Skills
Experience
2nd/3rd Level Desktop Support Analyst08/2016 to CurrentConnectionMiamisburg , OH
  • Support 500 + Users Nationwide
  • Provide Level 2 & 3 Desktop\Remote Support for 500+ Users
  • Troubleshoot Windows OS (Win 7, Win 8, Vista & XP), Hardware (Dell/Lenovo Desktops and Laptops), Peripherals, Mobility (Iphone, Ipad, Android Phones and Devices, VPN, Network Connectivity Issues and Software Issues (MS Office, Outlook, Internet etc..)
  • Research Technical Issues via Internet, Forums, and collaborating with Colleagues
  • Create / Respond to escalated tickets using Cherwell Service Desk Software
Senior Desktop Support Technician04/2016 to 06/2016Carolina Power & Light CoCarrollton , TX
  • Provide Level 1 & 2 desktop support for 200 users
  • Application Support (Microsoft CRM Dynamics 2011, SysProERP)
  • Responsible for providing technical/software support
  • Research technical issues using various resources
  • Troubleshoot Lexmark MFP's
  • Create helpdesk tickets using Autodesk Helpdesk Software
  • Create Users in Office 365, Google Docs
  • Support Avaya Phone System (create users extensions, voicemailboxes, add users to huntgroups)
  • Provide technical support for Dell Workstations & Laptops
Helpdesk Analyst09/2014 to 04/2016Carolina Power & Light CoNew York , NY
  • Provided Level 1 & 2 desktop support for 400 users via phone,
  • Desk side and remotely using LogMeIn to minimize downtime
  • Log Helpdesk calls using TrackIt Software
  • Responsible for providing technical/software support (Outlook, MS Office Products, Internet and Network Connectivity)
  • Researched technical issues before escalating ticket (via Knowledge Base, Internet and Resources)
  • Support and maintain Cannon Copiers and Printers
  • Create Helpdesk Documentation Creating Users in Active Directory/Exchange Mailboxes (2008R2 Server/Exchange 2013)
  • Provide Technical Support for Latin America and Mexico Markets
  • Create Phone Extensions/ Voicemail Boxes in Shoretel
  • Laptop and Computer refresh ( approximately 300 + )
  • Configured and Supported Iphones and Ipads for Corporate Use.
Helpdesk Analyst10/2013 to 09/2014Asm America Inc.Boise , ID
  • Provide desktop support for 200 users via phone or remotely using (SCCM and VNC) to minimize downtime
  • Log Helpdesk calls using TrackIt Software
  • Responsible for providing technical/software support (Outlook, MS Office Products)
  • Research technical issues before escalating ticket
  • Support and maintain Konica Bizub Copiers and Printers
  • Create Helpdesk Documentation
  • Creating Users in Active Directory/Exchange Mailboxes (2008R2 Server/Exchange 2013).
IT Specialist12/2011 to 10/2012Dsw (Designer Brands Inc.)Baltimore , MD
  • Provided desktop support for 65 users via phone, in person or remotely to minimize downtime
  • EndUser training and support
  • Maintained Avaya Phone System
  • Provided technical support for Executive Management
  • Responsible for configuring/resolving technical issues on Iphone's, Blackberry's and Smartphone's, Laptops and Tablets
  • Worked with managed services partner on maintaining network infrastructure
  • Managed and maintained wireless network
  • Negotiated contracts with vendors to obtain best pricing
  • Responsible for printer maintenance/troubleshooting
  • Worked with Active Directory (add, deletes, moves, permissions)
  • Performed diagnostics and troubleshooting of system issues, documented helpdesk tickets\resolutions and maintained equipment inventory lists
  • Deployed new workstations and printers, installing operating systems, applications, drivers and configured network properties and hardware
  • Researched issues on various computer systems, Internet and databases to resolve technical issues and answer inquiries.
Assistant Manager04/2010 to 12/2011AccruentLittle Rock , AR
  • Supervised 30 store associates
  • Prepared DMO (Daily Management Objectives) with Store Director
  • Coordinated break and lunch schedules on a daily basis to have adequate coverage on sales floor
  • Placed Bi-Weekly orders of merchandise for store
  • Prepared daily sales number report and sent to District Manager
  • Maintained store conditions per company standards
  • Supported and assisted Store Director in all areas of store operations
  • Helped with overall merchandising plans mentored and trained associates while keeping strong store morale to provide excellent customer service
Consultant04/2008 to 04/2010Marathon HealthBrooklyn , OH
  • Worked for IT Recruiter as a Consultant on several desktop assignments.
  • Troubleshoot hardware/software/desktop issues for clients.
Telephony Administrator01/2006 to 04/2008Our Lady Of The Lake Regional Medical CenterNatchez , MS
  • Participated in the selection process for VoIP telephony solution vendor
  • Performed site evaluations with Cisco Partner at our remote offices nationwide
  • Worked with our Cisco Partner on implementation of our Cisco VoIP telephony solution (CallManager 5.0, Unity 1.2)
  • Maintained CallManager 5.0/Cisco Unity 1.2 and Infortel Call Accounting Software
  • Troubleshoot VoIP issues with Cisco Tech Support
  • Provided VoIP support for the entire organization
  • Maintained IPCC Customer Call Center software and e911 Emergency Response Software
  • Worked with Facilities Coordinator to identify Live/DISCO'd Circuits, ISDN Lines.
Senior PC Support Analyst02/2002 to 01/2006
  • Worked with network administrator on setting up Windows 2000 and 2003 servers, switches, routers
  • Supervised Helpdesk Staff
  • Traveled to various remote locations to upgrade and install Pc's/Servers
  • Implemented Microsoft POS System Ver.1.0 for annual trade show
  • Worked with and supported Novell 3.2 and 4.1, Active Directory, Microsoft Exchange, AIX 4.3 and Windows OS (Win95, Win 98, Windows Me, Windows 2000, Windows XP and XP Pro, Windows Vista also supported WinCE and Win6 mobile)
  • Report and troubleshoot MPLS and Internet issues with AT&T
  • Worked with AT&T and Verizon with provisioning of new circuits
  • Programmed PDA's (Blackjacks, Treo's, Blackberry) to be used with GOODLINK messaging and resolved technical issues with PDA's.
PC Support Analyst06/1998 to 02/2002
  • Troubleshoot and support software and hardware issues for printers, Pc's (IBM/Compaq), laptops (Lenovo/Compaq) and PDA's (Blackjacks, Treo's, Blackberry)
  • Provided technical assistance to end users within the organization on software and hardware problems
  • Responsible for technical support and Spanish translation support for our annual trade show
  • Assigned as primary support analyst for Executive Management
  • Provided cell and PDA support to Executive Management (Treo's, Blackjacks)
  • Accompanied Senior Management on business trips to provide technical/software support
  • Performed a lead role in conjunction with facilities coordinator to setup hardware for presentations for on-site meetings
  • Reviewed presentations with administrative staff
  • Available to provide support to Executives before and during presentations
  • Met with vendors to identify and coordinate hardware to be used at off-site meetings
  • Solely provided after hours support for Executive Management
  • Maintained Data Backups using Cheyenne Arcserve 6.5.
Helpdesk Coordinator12/1996 to 06/1998
  • Answered and logged helpdesk calls.
  • Prepared and maintained PO's and inventory of supplies.
  • Built and maintained successful relationships with End Users, Executive Management and service providers.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
Education
1994Information Builders Inc

Report Writing For Business Professionals

Chicago, Illinois

Vantage Point 2007

Cisco CallManager 5.0 and Cisco Unity 1.2

Chicago, Illinois New Horizons

Computer Information SystemsDevry Institute of TechnologyCity, StateComputer Information Systems
Languages

Bilingual (Spanish & English Fluently)

Skills

Active Directory Administration, Exchange Server Administration, Windows XP, 7, Microsoft Office 2003 & 2010, Cisco Call Manager/ Cisco Unity Voicemail Administration, Avaya and Shortel Administration, Apple Products (Iphone's/Ipads) , Android Devices

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Resume Overview

School Attended

  • Information Builders Inc
  • Devry Institute of Technology

Job Titles Held:

  • 2nd/3rd Level Desktop Support Analyst
  • Senior Desktop Support Technician
  • Helpdesk Analyst
  • IT Specialist
  • Assistant Manager
  • Consultant
  • Telephony Administrator
  • Senior PC Support Analyst
  • PC Support Analyst
  • Helpdesk Coordinator

Degrees

  • 1994
    Computer Information Systems

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