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Enterprise Apps Remote Support Analyst Resume Example

Resume Score: 80%

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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
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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

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

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