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Lead Client Field Technical Services Analyst Resume Example

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LEAD CLIENT FIELD TECHNICAL SERVICES ANALYST
Professional Summary

Motivated, performance-driven IT professional and aspiring System Administrator with a demonstrated track record of creating greater efficiency and resourcefully resolving problems within company operations. Exceptional project manager with the ability to coordinate all aspects of project based efforts while guiding, motivating, and directing teams.

Accomplishments
  • Monitored and managed PC Reimage program for ADT Security throughout North America, cutting PC downtime by more than 30 percent.
  • Coordinated refresh of over 900 laptops for ADT Security including configuration and shipping to locations across the United States a month before deadline.
  • Oversaw company wide upgrade of more than 500 remote Windows XP machines to Windows 7.
  • Dell Bronze Award Winner
  • Eagle Scout, Boy Scouts of America
Technical Proficiencies
  • MS Windows - all versions
  • MS Office - all versions
  • MS Exchange
  • Active Directory
  • SCCM 2007/2012
  • Office 365
  • LAN/WAN Environments
  • Router/Switch Configurations
  • Promethean/SMART boards
  • Laptops/Desktops
  • Servers
Work History
09/2012 to Current
Lead Client Field Technical Services AnalystCompany Name – City, State
  • Provide local support for more than 500 desktops and laptops within call center environment.
  • Provide remote support for over 10,000 users located in branch locations across the United States.
  • Respond to application support escalations with data and configuration issues and troubleshooting moderate technical problems.
  • Work or participate in additional projects or assignments that may be given by management, including: new requests, system refreshes, application updates, and Windows 7/Office 365 roll outs.
  • Perform and document system upgrades, application updates, and refine monitoring requirements based on company needs.
  • Schedule installation, upgrades and maintenance of operating systems and client software.
  • Work directly with multiple teams across different groups to help resolve client support issues and escalations.
  • Provision Active Directory accounts of new employees and modifications to current employee accounts.
  • Create, manipulate, and delete Microsoft Office Communicator and Lync accounts.Provision Office 365 licenses to users as needed at local and remote locations.
  • Manage mailboxes in Microsoft Exchange, including mail quotas and distribution list management.
  • Oversee, track, and repair laptops that are part of the ADT Loaner Laptop Program.
  • Fulfill SLAs with ADT Security and run weekly reports in Excel showing compliance.
  • Participate in daily meetings with management regarding remote hands activities and progress (DecisionOne).
  • Provide feedback to help desk management regarding performance via weekly meetings.
  • Pre-stage remote sub-networks the images needed for Operating System Deployment (OSD) via System Center Configuration Manager.
  • Provide technical support of the entire reimage process with the end user, or with remote technicians (DecisionOne) when necessary.
  • Document, ship, and track computer equipment as requested by management for PC Refreshes occurring at remote sites throughout the United States.
  • Document and decommission mobility equipment as it arrives from remote locations throughout the United States.
08/2011 to 09/2012
Onsite Service ManagerCompany Name – City, State
  • Prioritized and provided technical services to the Sevier County school system. Services include troubleshooting and repairing issues with computer hardware and software, printers, and projectors, SMART boards, and Promethean boards.
  • Coordinated repair services in Sevier County with teaching staff and Computer Depot(C.D.) technicians.
  • Assigned tickets to C.D. technicians daily and ensure their tickets are resolved, or in the process of resolution, by the end of the day.Confirmed orders are placed for non-stock parts if needed, and the repair is completed in a timely manner.
  • Ensured that as many software tickets as possible are completed within a timely manner. Made sure that C.D. fulfills contract obligations and that we track all time spent diagnosing and repairing software issues.
  • Ensured that all resolved tickets are documented with sufficient detail and clarity about the problem, troubleshooting procedures, and solution implementation methods.
  • Managed installations of new technology equipment. In addition to performing installations, ensured that other C.D. technicians complete installations in a timely and professional manner.
02/2010 to 08/2011
TechnicianCompany Name – City, State
  • Troubleshot and repaired desktop and laptop computers, resolving hardware and software issues. Repairs include replacing power supplies, motherboards and fans on both laptops and desktops, diagnosing bad hard drives, performing virus removals, repairing driver issues, fixing corrupt operating systems, reinstalling operating systems, diagnosing random blue screens, etc.
  • Ensured that computers are diagnosed, and explain the problem and proposed solution to the customer within a 24 hour period, whenever possible.
  • Designed and built custom desktop systems to customers\' specifications, based on preferences and budget.
  • Used clear, non-technical language in order to help customers design systems that suit their needs and budgets.
  • Provided in-person and telephone support to facilitate customers\' informed decisions about repairs.
09/2008 to 02/2010
Delivery DriverCompany Name – City, State
Education
2008
Associate of Applied Science: Computer Networking
Pellissippi State Technical College - City, State
Certifications

Certifications
  • CompTIA Network + Certification,2015
  • Dell Certified Technician, 2015
  • A+ Certification, 2011
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Resume Overview

School Attended

  • Pellissippi State Technical College

Job Titles Held:

  • Lead Client Field Technical Services Analyst
  • Onsite Service Manager
  • Technician
  • Delivery Driver

Degrees

  • Associate of Applied Science : Computer Networking

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