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Help Desk Analyst or Hybrid Help Desk/Desktop Support

Location:
Lakewood, CA, 90715
Salary:
Market Rate
Posted:
January 16, 2020

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Resume:

818-***-****

Mission Viejo, CA

ac3jsg@r.postjobfree.com

Terrie Nettles, MCP, A+, Network+, MOS

Summary: IT professional with 18+ years’ experience working on Help Desk/Service Desk and Help Desk/Desktop Support. Enjoys a fast paced environment, one that is progressive with mutual respect and support among all. Strive for total quality, believes in being a team player, using the team approach to accomplish goals and develop strategic plans, detail-oriented, self-starter that has the ability to work independently and a belief that excellent customer service is a priority. Always willing and interested in learning new skills.

Skills Summary

Desktop Support

Desktop Troubleshooting

Software Installation

Desktop Configuration

PC Repair / Refurbishment

Software Applications

MS Office 97 – 2016 (O365)

Norton Ghost

Antivirus and Spyware Utilities

Windows 9.x – Windows 10

Acronis Imaging Software

Adobe Acrobat Professional

Active Directory

NGOS Load (Imaging Software)

Microsoft SharePoint

Lotus Notes

Altiris

eRoom

GroupWise

Remedy (PMTS)

Android Phones/iOS

Outlook 9.x – 2016 (with NK2 file)

Numara Footprints

Mobile Iron

Exchange Account Setup

Service Desk

RSA SecurID and PKI

Cisco Call Center

ServiceNow

Lync/Skype for Business

Cisco VPN Software

GlobalProtect Palo Alto VPN

Citrix Client

Quest Software ActiveRoles (ARS)

Various Remote Assistance Tools

SAP Agentry Client/Work Mgr Setup

Microsoft OneDrive

Safend

LogMeIn Remote Software

Nexus

Yardi

Property Solutions (Entrata)

Bitlocker

FTP Software

Winzip

Deep Freeze

Dreamweaver

Fireworks

Photoshop

Ulead DVD Workshop

Knozall File Management

Experience

Relocated to Los Angeles/Orange County, CA

12/19 – Present

DXC (Raytheon)

02/18 – 09/19

Service Desk

Unlock user accounts and reset passwords as needed in Active Directory, SAP and other proprietary applications

Setup, unlock, reset RSA SecurID and PKI tokens (Two Factor Authentication)

Provide Bitlocker keys

Triage tickets

Provide mobile device support (iPhone) using Mobile Iron

Supported Cisco AnyConnect VPN and web VPN

Unlock/reset passwords in Cisco and Avaya VOIP desk phones

High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, Skype, ServiceNow, Internet Explorer 11, Chrome, Windows Defender, Bitlocker

Energy Partners

10/17 – 11/17

Service Desk

Unlock user accounts and reset passwords as needed in Active Directory,

Network connectivity troubleshooting

Provide remote support for printers, hardware and software remotely

Update and configure virus and spyware removal software

Provide mobile device support (iPhone, Android)

Supported Cisco VPN

Install applications

High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, Dameware, Remedy, Internet Explorer 11, Chrome, Windows Defender, Bitlocker

Dallas Area Rapid Transit

05/17 – 7/17

Help Desk

Provide technical support on call center using remote assistance software for printers, hardware and software

Install, configure, upgrade and test software for customers

Respond to and resolve technical requests from users using Atelier Web Remote Commander, Remote Assistance or Remote Desktop for printers, software and any computer/network issue

Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action

User accounts and reset passwords as needed in Active Directory and other application products

OneDrive for Business, setup OneDrive and verify syncing, troubleshoot issues with OneDrive

Map printers and share drives Environment

Help customers with password recovery

Respond to Service Desk tickets via ticketing system and phone

Reset connections in Parallels 2X (Trapeze and Spear)

Voicemail Resets

High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, OneDrive, Atelier Web Remote Commander, Remote Assistance, Remote Desktop, Parallels 2X, ServiceNow, Internet Explorer 11, Chrome, Windows Defender, Tablets, Surface Notebooks, HP ProDesk, Bitlocker

CPG/Transcanada Corporation

02/17 – 04/17

Hyper-Care Service Desk for Windows 7 to 10 Migration and OneDrive

Respond to Service Desk tickets via email, phone, and Skype

Setup OneDrive and verify syncing, troubleshoot issues with OneDrive

Create RSA software tokens for users

Troubleshoot RSA client software issues

Install, configure and troubleshoot SAP Agentry Client/Work Manager

Respond to and resolve technical requests from users using Skype, Remote Assistance or Remote Desktop for printers, software and any computer/network issue

Install applications

Editing registry

Troubleshooting VPN

Unlock user accounts and reset passwords as needed in Active Directory

Map printers and share drives

High volume call center

Environment: Windows 7-10, Microsoft Office 2016 (O365), Outlook, Active Directory, SAP Agentry Client/Work Manager, OneDrive, RSA tokens, VPN, Lync/Skype for Business, Remedy, Internet Explorer 11

Bloomfield Animal Hospital

04/04 – 02/16

IT Technical Support and Consultant (Only as needed)

Desktop Maintenance - Responsibilities include

oInstall and configure operating system and applications

oHardware Upgrades

oImaging and re-imaging desktops / laptops using Norton Ghost

oTroubleshooting laptops / desktops, transferring data, Editing registry

oVirus and spyware removal

Network Maintenance

oSet Permissions and shares

oSetup virus and spyware system for network

Website consultant, updates and maintenance

Environment: Windows 2000-Windows XP and 7-8, Microsoft Office 2000-2007, Active Directory, DYMO Label Printer and print server, Trend Micro, Firefox, Dell computers and printers

CIM Group

09/15 – 01/16

Sr. Service Desk Analyst

Provided support to the end user community and served in a senior-level role within the Service Desk group. Assisted with

infrastructure support tasks and performing problem management. Responsibilities include:

Respond to Service Desk tickets via email, phone, and in person

Respond to and resolve technical requests from users using remote assistance for printers, hardware and software

Participate in software installation and upgrades

Assist users with copying/moving files in Sharepoint

Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory and Exchange

Provide mobile device support (iPhone, Android)

Supported VPN (Cisco and GlobalProtect Palo Alto VPN)

Supported and helped users with browser and login issues with Nexus and Yardi

Gained approvals for share drive access, Nexus and Yardi

Created accounts in Property Solutions (Entrata)

Setup/Install SalesForce Training to end users on hardware/software applications

Update/configure virus and spyware removal software, monitor request calls for potential patterns/ issues and

recommend action

IP Phone support / setup

High volume call center

Environment: Windows 7 and 8, Microsoft Office 2013-365, Outlook, Active Directory, Exchange, ServiceNow, Symantec Endpoint Protection, GlobalProtect Palo Alto VPN and Cisco VPN, LogMeIn Remote Tools, Remote Desktop (RDP), Cisco Unified Call Manager, Cisco Unity, Property Solutions (Entrata), Nexus, Yardi, SalesForce, Adobe Acrobat, Microsoft SharePoint, Microsoft Skype, Internet Explorer 9-11, Chrome, Firefox, Lenova computers, Bitlocker

Lifecare Solutions

06/15 – 06/15

Help Desk/Desktop Support

Provide technical support on call center using remote assistance software for printers, hardware and software

Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory

Troubleshoot and provide technical support for Microsoft Office Products

Troubleshoot and analyze user problems related to desktop, applications and network issues with laptops / desktops

Update and configure virus and spyware removal software

Create user accounts in Active Directory and Exchange

Environment: Windows Vista & 7, Outlook, Microsoft Office 2003, Service Desk, Symantec Antivirus, Remote Desktop (RDP), Exchange, Microsoft Lync, Internet Explorer, Chrome, Bitlocker

Los Angeles County Public Health Department

07/11 – 07/13

IT Technical Support Analyst (Service Desk)

Provide Service Desk technical support for over 4,000 Public Health employees using established procedures

Provide technical support on call center using remote assistance software for printers, hardware and software

Install, configure, upgrade and test software for customers

Small projects

Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action

Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory, GroupWise email and other application products

Provide consultation and quotes for recommended hardware and software

Provide consultation, troubleshoot and technical support for Microsoft Office Products

Participate in software installation and upgrade project using SCCM for deployment

Provided technical support and testing during the implementation project for Public Health migration to Outlook

2010/Exchange.

High volume call center

Environment: Windows XP, Vista 7 and 8, Microsoft Office 2003 - 2013, GroupWise Email, Outlook 2010, Active

Directory, Console One for managing accounts in GroupWise, Footprints, Cisco Call Center, Quest Software

ActiveRoles (ARS), Remote Desktop (RDP), Saba Learning Net, Adobe Acrobat 9 – 11, Winzip, Microsoft SharePoint, Safend, Internet Explorer 8, Dell computers

ExxonMobil (Rankin Road)

04/10 – 09/10

Data Support Specialist

Assisted with the planning and execution of Test Data for Global Windows 7 rollout project.

Assisted Test Manager/Test Lead starting from the planning stages of the project

Created and manipulated data to track, research & verify locations of software, verification of media quality

Researched, uploaded and logged thousands of drivers as a support function of the Global Project

Prepared & tested required data

Environment: Windows XP, Microsoft Office 2003, Lotus Notes, Internet Explorer 8

ExxonMobil (3 Greenway Plaza)

07/09 – 02/10

Desktop Support Analyst

Provide a full range of technical support for customers including the following:

Install, configure, troubleshoot and test operating system and all software

Hardware installation, repair and upgrades

Troubleshooting and analyze user problems related to desktop, applications and network issues with laptops / desktops and taking steps to resolve these issues

Instruct users on Microsoft Office Suite as needed

Configures software distribution for imaging and re-imaging desktops / laptops using Altiris and SMS

Move computers and peripherals

Prepare computers for deployment to new users or replacements

IP Phone support / setup

Inventory and Asset Management

Environment: Windows XP, Lotus Notes, Microsoft Office 2003, Remedy (PMTS), Altiris, SMS, Citrix Client, Symantec Antivirus, IP Phones, Internet Explorer and Dell computers

Discover / Pulse

12/08 – 01/09

Desktop Migration and Desktop Support

Backup data on old computers

Transfer / validate data on new computers

Imaging and re-imaging desktops / laptops

Install and configure applications

Map users drives and printers

Environment: Windows XP, Microsoft Office 2003, Lotus Notes 6.5 / 7.0, Guardian Edge, Symantec Antivirus, Internet Explorer, Lenova computers

Northrop Grumman (Redondo Beach)

09/07 – 10/08

Desktop Support Analyst

Break/fix

Prepare computers for deployment to new users or replacements

Install and configure operating system and applications, map printers

Hardware replacement / upgrades, Data transfer

Imaging and re-imaging desktops / laptops

Troubleshooting hardware and software issues with laptops / desktops, editing registry, Cisco softphone

Virus and spyware removal

Tested and setup wireless for users to enable working remotely, Cisco VPN

Configure Microsoft Outlook to use LDAP

Add, edit and delete computers from domain in Active Directory

Environment: Windows 2000-XP, Microsoft Office 2003-2007, Remedy, Altiris, PC Guardian, Cisco softphone, Acrobat 7, Symantec Antivirus, eRoom, NGOS Load (Imaging Software),Winzip, DYMO Label Printer, Internet Explorer and Mozilla Firefox, Thin Client, Dell & HP computers

Freelance

01/02 – 09/07

Webmaster / Desktop Support / DVD Authoring: Creation and support of several projects including websites, DVD

authoring and repair / refurbishment of PCs for a variety of clients.

Created and managed websites primarily for individuals and some non-profit work

oWebsite development and maintenance for Cub Scout Pack 81 (No longer active) & BSA Troop 75

Build, repair and refurbish computers

Commercial Off the Shelf

Computer maintenance

oInstall and configure operating system and applications

oCreated images / re-imaged computers using Norton Ghost

oVirus and spyware removal

oEditing registry

Setup / configure Palm and Pocket PC

Set up small home networks

Convert VHS video to DVD for individuals and non-profit groups, Scanning / digital camera

Created technical installation and user guides

Environment: Windows 9.x-Vista, MS Office 97-2007, Norton Ghost 2002-12, Outlook Express & Windows Mail,,

Dreamweaver & Fireworks 4.0-MX 8, Acrobat Distiller 5.0-7.0, AntiVirus and Spyware Utilities, FTP Software, Winzip Palm Software 4.x, Microsoft ActiveSync for Pocket PC, Windows Mobile Device Center, Photoshop 5.5-7.0, Paint Shop Pro 6.0, Pinnacle Studio 9.4-10.6, Adobe Premiere Elements, Ulead VideoStudio 7.0 / 8.0, Ulead DVD Workshop 2, Ulead Movie Factory 3.0, Deep Freeze, Netscape, Internet Explorer & Mozilla Firefox., Dell, HP computers and clones

Boeing Satellite Systems

12/99 – 01/02

IT Liaison, Resource Manager, Webmaster, Project Manager, Desktop Support: Supported various organizations. Responsible for day-to-day needs of the customer, represents customers to IS community, managed several projects and created websites for the Intranet.

Created technical installation and user guides

Managed and created several websites

Primary interface to customer / user

Palm Organizer set-up and maintenance

Asset management

oImaging desktops / laptops, installation of new applications, Data transfer

oTroubleshooting laptops / desktops

Submit requests for the computing resources such as hardware, software, or access to shared data

Technical liaison between users and IT making decisions based upon user needs and network infrastructure capabilities

oTroubleshoot remote access users and VPN

oTroubleshoot printing problems and applications

oSupported multiple departments: Program Management, Supply Chain Management, and Manufacturing

oSupported remote users both domestic & international

Server File Management using Knozall

Created user accounts and set permissions in Windows NT for Foreign National’s

Environment: Windows NT, Windows 9x, Office 97, Lotus Notes, Norton Ghost, Palm Software, Dreamweaver & Fireworks, Acrobat Distiller, Photoshop, FTP Software, Winzip, PEMS (inventory system), SPRINT (ordering system), Control XL (finance), Microvault Encryption, Knozall File Mgmt, Netscape & Internet Explorer, Compaq computers

Certifications

Microsoft Certified Professional (MCP)

CompTIA A+

CompTIA Network +

Microsoft Office Specialist: Expert

Certified Pulmonary Function and Respiratory Therapy Technician, AARC

Certified Histologic Technician, ASCP

Education

University of Houston-Downtown, Bachelor of Science in General Studies - Medical Sciences and Music

University of Texas Health Science Center, Houston, Histotechnology and Respiratory Therapy

Houston Community College, Respiratory Therapy

Alvin Community College, Music

Complete experience history and references available upon request



Contact this candidate