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Desktop Support Analyst Resume Example

Resume Score: 80%

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DESKTOP SUPPORT ANALYST
Professional Summary

Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Offering Unix Operating systems. 5 plus 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.

Knowledgeable Desktop Support Analyst well-versed in Windows and Apple operating systems. Troubleshoots malfunctions, updates components and patches software for smooth software operations. Known for thriving in fast-paced environments and making efficient and informed decisions for repairs.

Skilled information technology professional proficient in desktop and related device support.

Detailed systems analyst, talented at providing technical assistance to clients regarding software like MS O365, remote connection using global protect Citrix and hardware issues. Proficient in detecting and removing malware, creating network setups and managing networking issues based on internal and external servers.

Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills.

Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions in Active Directory and AWS, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.

Skills
  • End-user support
  • Software upgrades
  • Software diagnosis
  • Data recovery
  • Desktop support
  • Problem resolution
  • Process improvement
  • Global Protect Remote connection
  • Unix/Linux server administration
  • Troubleshooting skills
  • Emergency Response
  • Technical documents comprehension
  • TCP/IP
  • MS Office, O365
  • Team management
  • Troubleshoot network connectivity issues
  • Active Directory
Work History
Desktop Support Analyst, 02/2019 to 03/2020
Company Name – City, State
  • Provided on-site and remote technical support to users.
  • Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
  • Assisted over 25 clients daily by gaining remote access to computers and manipulating applications.
  • Directly supported in-house service ticket software for non-emergency user-related issues, including password reset and printer issues
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base using Service Now.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Devised solutions to operations issues related to Global Protect and Cisco Anyconnect, working closely via phone, email, live chat and web teleconference.
  • 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.
Desktop Support Analyst, 01/2018 to 02/2019
Company Name – City, State
  • Assisting Kroger store associates and stores supported by Kroger Technology throughout USA with technical issues.
  • Resolve technical issues ranging from store network connectivity to devices, blocked or expired passwords that need reset, unlocked.
  • DNS creation, DHCP creation, Domain controller
  • Promote an Active Directory to a Domain controller
  • Group and users creation in Active Directory; creation of organizational units; group policy.
  • Create users, groups, organizational units and assign resources to those users and groups
  • Add users to different groups.
  • To use a share file or folder or restrict their access.
  • Reset, unlock or delete user accounts
  • Clicklist, MPOS, Clicklist XL applications for online ordering and pick up at store.
  • Troubleshoot and walk the associate through the resolution of the problem. Remote into mobile points of sale tablets, clicklist monitors and restart the devices. Remotely reprint labels at the store where employees at the site are unable to.
  • Create tickets using Service Now and Vfire CORE (infra) ticketing systems for each incident stating the description, cause, and devices impacted.
  • Reset associates passwords in Passport application and Active Directory.
  • Check why customer phone is not connecting to the store network.
  • Troubleshoot access point connectivity problems.
  • TUNA (Putty) a terminal emulator to remotely connect to Unix/Linux systems.
  • Check the health of devices using Citrix ultra VNC and Psy controllers.
  • Supported and maintained user account information, including rights, security and systems groups.
  • Used outlook 2016 and skype for business for communication within the company.
Systems Administrator, 02/2015 to 12/2017
Company Name – City, State
  • Tuned system performance to optimize efficacy of new and existing hardware components.
  • Developed organization-wide administration policies to encourage continuity across multiple systems and facilities.
  • Interacted directly with users to diagnose and correct major system issues and address concerns.
  • Resolved vulnerabilities by making improvements to network security.
  • Managed backup and disaster recovery through strict data control and retention policies, personally handling recovery tasks when issues arose.
  • Performed network security design and integration duties.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Monitored networks and network devices to resolve technical problems quickly.
  • Diagnosed and executed resolution for all network and server issues.
  • Enhanced availability of infrastructure through enterprise-wide planning, thorough testing, efficient implementation and comprehensive support.
  • Build Solaris 10, 11 and CENTOS/RHEL 6, 7 servers from scratch. Introduce UNIX and Linux servers to the network.
  • Password reset in Solaris 10, 11 and Centos/RHEL 6, 7 and 8.
  • Install and configure Oracle software virtualization (Zones/Containers) and VMware EXSI and workstation 8, for X86 machines
  • Used LVM command line commands to create , grow and or mirror new volumes and files systems.
  • Setup NFS implementation using both static mount points and automount.
  • Patched Solaris 10 servers and Zones using Solaris 10 Recommended either on a new server in single user mode or a production server in Live upgrade mode.
  • Performed Memory and Swap management to improve optimization and performance of the servers.
  • Scrum master facilitating the Development team in software Development.
  • Working directly with the Product Owner to define requirements (epics and user stories), and write user stories
  • Mentor teams on scrum framework and agile methodology and stakeholders
  • Evaluates and provides consultative services that enhances business performance, minimized risks and optimize care management programs/services/interventions
  • Collaborate with business leaders, agile Learning and Development, Culture and Engagement teams in identification and implementation of best cost of care management practices. Develop methodologies and tools to monitor performance and prepare Executive Summaries
  • Guides the team and organization in effectively employing Agile/Scrum practices and principles to create value and increase customer and stakeholder satisfaction
  • Train the ad-hoc team on Agile methodology while leading its adoption for the project.
  • Constantly access the level of the team's agile/scrum maturity and provides necessary coaching and guidance to a desirable level which will give the desired results of the scrum framework

Education
Associate of Science: Cyber Security, Expected in 04/2021
Cincinnati State Technical And Community College - City, State
Banking And Finance, 06/2012
University of Dschang - City
Certifications
  • First Aid/CPR Certified
  • Scrum Master Certified in Software Development
  • Bachelors Degree in Banking and Finance
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • Cincinnati State Technical And Community College
  • University of Dschang

Job Titles Held:

  • Desktop Support Analyst
  • Systems Administrator

Degrees

  • Associate of Science : Cyber Security , Expected in 04/2021
    Banking And Finance , 06/2012

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