LiveCareer-Resume

desktop support analyst resume example with 4 years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and able to multi-task with an organized approach and strong customer service skills. Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows and Mac platforms. Offering 4 years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Skills
  • Hardware and software installation
  • Operating Systems
  • Technical analysis
  • Software testing
  • Technical support
  • Technical writing
  • Data collection and analysis
  • Equipment testing and operation
  • Excellent diagnostic skills
  • Data backup and retrieval
  • Windows OS
  • MAC OS
  • Enterprise technologies
  • Remote access technology
  • Excellent problem-solving abilities
  • System backups
  • Excellent communication skills
  • System upgrades
  • Troubleshooting skills
  • Emergency response
  • End-user support
  • Desktops expertise
  • Software upgrades
  • Customer service expert
  • Software diagnosis
Work History
08/2019 to 11/2019 Desktop Support Analyst C.H. Robinson Worldwide, Inc. | Garden City, NY,
  • Configured, deployed, and maintained support for the end user on a daily basis in a fast-paced environment.
  • Supported computer workstations, laptops, printers, mobile devices, desk phones and other computer and telecommunications equipment.
  • Have experience with AirWatch, Barracuda, Active Directory, Okta, and o365including the Tenant and its functionalities.
  • Developed a Windows image in a staging environment before implementing into a production environment.
  • Supported Executives, Townhall meetings via BlueJeans and LoopUp.
  • Have experience with Zendesk ticketing system and produced knowledge base articles after finding resolutions for the customer.
  • Worked with different IT departments (App Dev team, Network infrastructure team, Retail and, Security) to find resolutions for the end user for different issue.
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for clients.
  • Assisted over a 30 clients daily by gaining remote access to computers and manipulating applications via Bomg
  • Provided on-site and remote technical support to users.
  • Used Confluence to create detailed procedures and documentation for new software applications and hardware.
  • Coordinated with vendors to obtain necessary components and maintain smooth operations.
  • Troubleshot various technical issues dealing with printers, network and VoIP phone systems.
  • Supported and maintained user account information, including rights, security and systems groups.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
01/2019 to 08/2019 Desktop Support Analyst C.H. Robinson Worldwide, Inc. | Memphis, TN,
  • Configured, deployed, and maintained support for the end user on a daily basis in a fast paste environment.
  • Supported computer workstations, laptops, printers, mobile devices, desk phones and other computer and telecommunications equipment.
  • Have experience with AirWatch, Barracuda, Active Directory, Okta, and o365including the Tenant and its functionalities.
  • Developed a Windows image in a staging environment before implementing into a production environment.
  • Supported Executives and Townhall meetings via BlueJeans and LoopUp.
  • Have experience with Zendesk ticketing system and produced knowledge base articles after finding resolutions for the customer.
  • Worked with different IT departments (App Dev team, Network infrastructure team, Retail and, Security) to find resolutions for the end user for different issue.
  • Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
  • Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
  • Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for clients.
  • Assisted over 30 clients daily by gaining remote access to computers and manipulating applications.
  • Provided on-site and remote technical support to users.
  • Used Confluence to create detailed procedures and documentation for new software applications and hardware.
  • Coordinated with vendors to obtain necessary components and maintain smooth operations.
  • Troubleshot various technical issues dealing with printers, network and phone systems.
  • Supported and maintained user account information, including rights, security and systems groups.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
04/2016 to 01/2019 Field Technician The Cook & Boardman Group, Llc | Baltimore, MD,
  • Performed annual service visits and completed preventative maintenance on all systems.
  • Enacted successful repairs by applying technical skills and operations knowledge.
  • Encrypt, deploy and configure laptops and desktops for end-users.
  • Configuring and imaging Windows OS and Mac OS X operating systems.
  • Install and configure Application Software.
  • Support enterprise services for NASA employees and Contractors with desktop solutions.
  • Formatted HDD, Data Transfer's, and rebuilding Outlook Databases.
  • Relocating End Users workstations from one location to another.
  • Working with Jamf on OSX and SSC on Windows to push updates.
  • Mapping Printers.
  • VoIP phone Systems
11/2015 to 06/2017 IT Project Lead Koch Industries, Inc. | North Las Vegas, NV,
  • Worked with the team and key stakeholders to set key goals and major objectives to maintain focus and provide clear direction to team members.
  • Made sure all team members supported the project and interacted directly with the managers to ensure resources are available when needed, and to negotiate amendments to the project plan.
  • Relocated end-users workstations to different locations.
  • Set workstations up ensuring the end-users are connected to the Network through VoIP.
  • Mapping to Printers.
Education
Expected in 2017 Certificate Of Training IBM BIGFIX Platform Foundations Exit Certified | ITT TECHNICAL INSTITUTION, Oakland, CA GPA:
Expected in 2015 Associate's Degree of Network System Administration | , , GPA:
Expected in Learning Basic HTML Computer Network Linux App Development Power Shell Network Infrastructure SoftCurrently using both LinkedIn and Udemy courses to learn the basics and fundamentals. | , , GPA:

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • ITT TECHNICAL INSTITUTION

Job Titles Held:

  • Desktop Support Analyst
  • Desktop Support Analyst
  • Field Technician
  • IT Project Lead

Degrees

  • Certificate Of Training IBM BIGFIX Platform Foundations Exit Certified
  • Associate's Degree of Network System Administration
  • Learning Basic HTML Computer Network Linux App Development Power Shell Network Infrastructure SoftCurrently using both LinkedIn and Udemy courses to learn the basics and fundamentals.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: