Desktop Support Analyst
Resume:
Francisco Bahamonde
Vernon, NJ *****
*********@******.***
PROFILE
Highly motivated desktop / technical support professional skilled in troubleshooting, analyzing and resolving complex technical problems by utilizing advanced resolution procedures. Looking for professional growth and development within a sound company where I can contribute my training and acquired skills as a technician and leader.
SKILLS
Extensive technical knowledge of applications and equipment
Ability to handle software testing tools and environments that are essential to job function
Strong leadership and interpersonal skills
Strong organization skills and work ethic
Flexibility – Easily adapt to ever changing industry / environment
Self motivated and willing to take on additional tasks beyond day to day tasks
Outstanding analytical, problem-solving, and troubleshooting ability.
Superior communication (oral and written), customer service and interpersonal skills.
WORK EXPERIENCE
The Jones Group / NineWest Holdings, New York City, NY June 2004 – Present
Technical and Desktop Support Analyst
Extensive technical background in PC, and HP Printer support as well as technical knowledge of MAC and associated software
Excellent troubleshooting skills and ability to diagnose problems identify and implement appropriate remedial action to put equipment back in service.
Project lead for a major upgrade of user equipment to support JDA software as well as install the JDA software and patches
Involved in the installation of Cisco WAP’s and ensuring their configuration
Involved in the upgrade of PC’s and laptops to Window 7, imaging via network and data transfer to new equipment
Contact vendors on warranty products and escalate issues for vendor repair or onsite repair.
Work alongside networking team to install and configure routers and switches in several buildings and locations.
Project leader of several major moves including surveying new and old areas to ensure proper installation of all workstations and peripherals
Support and deploy Mac / Windows laptop and desktop on network as well as installation of software
Configuration and installation of HP and Canon print server appliances
Serve as point person and coordinate help desk assignments in managers supervisors absence
Extensive experience in working directly with help desk supervisors, help desk and other department personnel to resolve customer or network issues
Provide executive support
Knowledge of the principles, policies, practices, procedures and strategies to properly and efficiently support users and executives
Ability to communicate effectively, both orally and in writing to communicate outstanding issues to team members and have them resolved in a timely manner
Regularly work in Active Directory and SCCM.
Work with BMC SDE (Service Desk Express) ticketing system and follow incident priority protocol.
Strong working knowledge of MS Office Suite 2010 and configurations.
Work with and configure Blackberry, Android and iPhone and well as tablets for corporate use with AirWatch software.
Gloria Vanderbilt, New York City, NY March 1996 - 2004
Systems Administrator / Technical Support
(Company acquired by The Jones Group in 2004)
Knowledge of Microsoft NT, 2000, 2003 servers
Migration from Lotus CCMail to M.S. Outlook 2000 Exchange
Maintain Exchange server with software updates backups on all servers
Manage email administration and support of MS Exchange 5.5/2000 and MS Outlook 2000.
Upgrade Windows 95/98 OS to Windows XP and offer hardware repairs as needed.
Comprehensive knowledge of IP addressing schemes as well internet protocols.
Ability to utilize remote access methods such as Dameware, PC Anywhere, RAS, VPN, etc.
Knowledge and support of Microsoft Office 97/2000/XP/2003, Lotus 123, Adobe acrobat, Norton Antivirus, McAfee.
Install and configure Windows 98/2000/XP workstations for deployment in NYC and NJ
Utilizing imaging technologies and remote access.
Manage and operate local help desk at client site in all areas of networking.
Install routers, switches, hubs, network cabling, patch panels, and wiring necessary for all network connections
Troubleshooting, and testing of PC/network hardware and software issues
Involved in testing and purchasing of equipment and software user and network use
Moving and reinstallation of network from old site to new through all phases
Installation and configuration of Polycom video conference equipment in locations
Installation of Blackberry enterprise and redirector for mobile email retrieval and Palm
EDUCATION
Electronic Computer Programming Institute April 1984
Computer Operations training
Certificate in supporting troubleshooting and optimizing NT 4.0
Certificate for Outlook 2000 installation configuration
Professional Development
Adobe CS4 / Illustrator 1
Situational Leadership
Coping With Change
MBTI -Workshop
REFERENCES
Furnished upon request
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