Enterprise Apps Remote Support Analyst Resume Example Duke Energy

ENTERPRISE APPS REMOTE SUPPORT ANALYST

Summary

Talented IT Support Engineer adept at applying abilities, drive and technical skills to positively impact end users and their technology. Proactive and hardworking team player with a focused mentality and rigorous approach.

Skills

Windows 10/8/7, Android, IOS
Microsoft Office Suite/O365,
Bitlocker, Secure Doc Encryption
ServiceNow, Remedy, and SmartIT ticketing systems
Written and oral communication
DUO mobile, Microsoft Azure Authenticator, RSA Security console
Bomgar, BMC, Skype remote systems
Hardware Building, Configuration, & Deployment (Toughbooks, MAC, & Windows Devices)
Creating & editing knowledge base articles

Citrix Director, Citrix Receiver
Ghost, PXE, and USB Imaging
Active Directory Users & Computer, DHCP, Microsoft Azure, ID manager
Network Troubleshooting, Patch paneling
Cisco/Avaya VOIP Phones
Swift SQL, SCCM Deployment
Airwatch, Microsoft Intune
TPAM, Oracle/PeopleSoft, Maximo, FileNet Fusion, CSS, CIMBUI, AS400, CMSI, CAS, Service Suite 9, NetMotion

Experience

Enterprise Apps Remote Support Analyst / Duke Energy - Charlotte , North Carolina 09/2019 - Current

Consulted via telephone/chat to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Documented repair processes and helped streamline procedures for future technical support actions.
Provide remote support using Bomgar and remote desktop connection to troubleshoot users hardware/software issues remotely
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Maintain a 90% (75% team average) first call resolution percentage, and 9.5+ rating from customer satisfaction surveys.
Managed user profiles, security access and shared file structures.
Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.

IT Support Engineer / Buchanan Technologies - Charlotte, NC08/2018 - 09/2019

Documented repair processes and helped streamline procedures for future technical support actions.
Configured new employee work stations, including all hardware, software and peripheral devices.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Offered phone as well as remote support for end users
Managed and configured cisco ip phones through CDK and service connect for end users and conference rooms.
Monitored multiple databases to keep track of and manage company inventory such as Airwatch, BMC Client, and Remedy.
Account management Creation/disable, Group policy administration, Password Resets, & etc using active directory users and computers
Troubleshooting various forms of software: Microsoft Office/365 Pro, Cisco Finesse, Taleo AMPBI, CDK DMS Servers, Sage Fixed Assets, Eleads CRM, Contact at Once, Adobe, etc
Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.

Executive Desktop Support Engineer / Fujitsu - Charlotte, NC02/2018 - 08/2018

Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Updated software versions with patches and new installations to close security loopholes and protect users.
Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
Collaborate with Technology team members to ensure efficient operation of the organization's networking and computing environment
Configuration and programming of Scanners (Thor, Psion, Gladiators, Symbol)
Creating, Tracking, and logging tickets using ServiceNow ticketing system.

IT Support Technician / University of South Carolina Technology Services - Columbia, SC02/2016 - 01/2018

Usage of SCCM to package and deploy software.
Active Directory: Account Administration, Resets, Passwords, Policy and Group Administration.
Remotely supporting users through bomgar who are seated on distant campuses
Patch paneling and configuring ports, switches, access points, and routers with different VLANS
Determined which network devices, including firewalls, routers, switches and wireless access points were malfunctioning, immediately applying troubleshooting methods for resolution.
Building and configuring new hardware while also installing and updating software packages.
Maintaining the security of PC's and University's confidential information using SecureDoc and BitLocker encryption software
Hands on troubleshooting, software and hardware installations for faculty and staff.

Education and Training

University of South Carolina - Columbia - Columbia, SC12/2017Bachelor of Science: Biology/Cognate-Computer Sciece

Resume Overview

Companies Worked For:

Duke Energy
Buchanan Technologies
Fujitsu
University of South Carolina Technology Services

School Attended

University of South Carolina - Columbia

Job Titles Held:

Enterprise Apps Remote Support Analyst
IT Support Engineer
Executive Desktop Support Engineer
IT Support Technician

Degrees

University of South Carolina - Columbia - Columbia, SC 12/2017 Bachelor of Science : Biology/Cognate-Computer Sciece

Enterprise Apps Remote Support Analyst Resume Example

Resume Score: 80%

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