Desktop images support

Desktop Support Analyst

Professional Summary:

Customer-focused hands-on Desktop Support with 10+ years of experience with a broad spectrum of computer operating systems applications and hardware.

Certifications: A+, ITIL Foundations.

Multiple versions of Microsoft Office

Troubleshooting proficiency.

Provide support for desktop operating systems, hardware/software/peripherals across the worldwide enterprise. - HP & Dell Hardware

Service Desk / Support Service desk for tier 2 ticketing requests. - Service-Now

Document and maintain accurate records in ticketing system and conduct root cause analysis.

Deploy/migrate/upgrade/refresh windows desktop systems, XP to Windows 7.

Windows XP, Windows 7, 8, 10, Windows server 2003, 2008, 2012

DHCP, TCP/IP, Hubs, Switches, Checkpoint VPN, Wireless

Highlights:

Troubleshooting proficiency

Detail and team oriented

Documentation and reporting - Service-Now

SLA compliant service

Exceptional phone etiquette

Microsoft office efficient

Experienced with mobile and wireless devices, RF guns

Excellent customer-service, patient and diligent

Vast technical knowledge

Knowledgeable in Microsoft operating systems

Effective problem solving skills

Magic and Service-Now ticketing with Asset Management

CAT 5, 5E cabling

Education:

Bachelor of Arts from Eastern Nazarene College, Wollaston, MA

Major: Chemistry Minor: Mathematics/Computers

Graduate study - Chemistry & Information Systems Interface, UMBC, Baltimore, MD

Certifications:

A+,

ITIL Foundations

Professional Experience:

Banc3, Inc. January 3, 2017 - present

Field Service Engineer

Help Desk - Phone Support for government reporting software

Support for about 40,000 users

Average 30- 40 calls per day

Call tracking using Excel 2013 and SharePoint

Barrister Global Services Network September 2016 - December 2016

Independent Contractor

Short term temp position at DOJ

Image HP laptops and desktops

Refresh old systems with new HP hardware

HP printer repairs

JDResources August 2016 - September 2016

Desktop Engineer

Short term temp position

Setup new Lenovo laptops and migrate data at client sites

Install additional software as required

Ciena Corporation, Hanover, MD December 2000 - June 2015

Senior Analyst, IT Support

Provide support for desktop operating systems, hardware/software/peripherals across the worldwide enterprise.

Deployed windows patches worldwide to enterprise work stations using WSUS

Proactive full support for enterprise Trend Micro anti-virus for server/client hardware and software

Deploy/migrate/upgrade/refresh windows desktop systems, XP to Windows 7

Service Desk / Support Service desk for tier 2 ticketing requests

MAC support

Maintained Active Directory OUs and coordinate GPO requests with other teams

Developed and helped maintain desktop and laptop images

Train junior level technicians

Document and maintain accurate records in ticketing system and conduct root cause analysis

Install CAT cabling

Quantum Net Technologies/CBQ September 1998 - November 2000

Sr. Service Technician

Perform on- and off-site computer and printer repair/service/troubleshooting

Install operating systems & setup servers using Windows NT, DHCP, TCP/IP, Exchange,

MS Mail, CD Towers, SCSI devices, Hubs, Switches

Use Netware 3.x, 4.x, 5.x and client software

Install & configure DSL Routers, Internet & E-mail using Netscape & Internet Explorer

Work w/ telephone systems

Security clearance: Secret, active

Military: U. S. ARMY, Honorable Discharge, Specialist E5

Other activities: Treasurer of Hopewell Fish and Game Association, Woodworking

Contact this candidate