An energetic, results-driven, Senior Desktop Support Analyst with over 10+ years of extensive experience within a large, Fortune 500 corporate environment. Highly motivated, proactive, well organized professional that is able to multi-task in a fast paced environment. Ability to provide excellent customer service along with finding a lasting solution to an IT-related issue. Outstanding interpersonal skills.
SOFTWARE: Microsoft Office Suites, Office 365, System Center Configuration Manager 2007-2012, Symantec Endpoint Protection and Manager Console, Symantec VIP 2-factor authentication, Cisco VPN, Spam and Virus inoculation; Remote Desktop softwares, BMC Track-It! ticketing system, Active Directory
OPERATING SYSTEMS: Microsoft Windows and MacOS
HARDWARE: Dell/HP desktops and laptops. Mobile phones and tablet (Android/iOS), Printers
NETWORKING: DHCP, TCP/IP; home networking, file and print sharing, VPN connectivity
PROFESSIONALISM: Excellent customer service skills; Fast learner; Analytical and critical thinker; Customer service expert; Remote Support
Senior Desktop Support Analyst, 03/2015 to Current EIS, Inc., subsidiary of Genuine Parts Company – Atlanta, Georgia
Escalation point for team members who provide
Level 1 and 2 technical support.
Train and provide/create documentation on how
to use specific software within the environment.
Monitor and manage ticket
flow and respond to technical support needs of customers.
Research, troubleshoot and resolve complex
problems independently or interact with software/hardware vendor support
to assure timely resolution to any issues.
Work closely with team members to meet or
exceed all customer service requirements.
Participate in functional test planning and
testing for the Windows environment and related applications.
Respond quickly and effectively to production
issues and taking responsibility for seeing those issues through
Participate in Windows Systems Group projects
Desktop Support Analyst, 09/2010 to 03/2015 EIS, Inc. subsidiary of Genuine Parts Company – Atlanta, Georgia
Provided Level 1 and 2 technical support to end users physically and/or via remote software
Managed and escalated assigned support tickets to specific departments.
Imaged/deployed Dell and HP laptops and desktops to new hires and replaced out of warranty machines
inventory of computer systems within the environment
in problem solving and troubleshooting for the Windows environment and
Executive Technical Support Analyst, 05/2005 to 08/2009 CompuCom Systems/General Electric Energy Division – Atlanta, Georgia
Provided L2 deskside support to 3000+ GE end users and L3 desk side and phone support to the Senior Executive level GE Energy officers and their administrators in a fast paced corporate environment.
Personally supported the Vice Chairman of GE and his staff for two years as the onsite IT liaison and support analyst.
Diagnosed software/hardware/network problems and address compatibility issues.
Presentation/Meeting setup and support; software and hardware upgrades, technology consultation for the executive management and their staff.
Blackberry mobile devices setup, configuration, connectivity, and troubleshooting experience.
Traveled to senior executives homes for home networking setup and installation and troubleshot any computer related problems the end user may have there.
24 x 7 on call support rotation for senior executive level personnel and server hardware related issues.
Desktop Support Technician, 02/2003 to 05/2005 Advanced Technology Services, GE Power Systems – Atlanta, GA.
Provided hardware/software support to 3000+ GE end users in a corporate and warehouse environment in Atlanta, GA.
Utilize Symantec Ghost application to load pre-configured images and create backups.
Provided maintenance and repair to printers, fax machines, scanners, and handheld devices.
Supported Oracle/ERP client connectivity.
Supported Psion Teklogix handheld devices through Citrix terminal service.
Supported Symbol MC9050 handhelds and VRC8900 terminal series computers.
Associate of Applied Science: CIST Information Security Specialist (Cybersecurity), 2015 Chattahoochee Technical College - Marietta, Georgia A+ Certified Technician, August 2000