Desktop Support Analyst

Location:

Posted:

January 22, 2024

Steven Wright

Certifications

CompTIA A+ CompTIA Network+

CompTIA Security+ CompTIA Project+

CompTIA Linux+ Linux Professional Institute LPIC-1 Experience

DESKTOP SUPPORT ANALYST LEVEL 3 FIRST ENERGY, COMPUCOM 2018 - 2022

• Provide Level 1 desktop support via Service Desk (remote problem analysis and resolution)

• Provide Level 2 desktop field support directly onsite to clients for escalation and break/fix

• Ensure compliance of desktop and laptop PCs with IT standard configurations and procedures.

• Utilize MS Windows Server administration tools to resolve client issues

• Swap out and maintain desktop, laptop, and network hardware and software.

• Deploy images to workstations and devices with Altiris Console and Deployment tools, customize images catering to business needs.

• Utilize software distribution tools for asset, software, and configuration management.

• Troubleshoot and support the array of First Energy’s systems applications and products.

• Resolve VPN and network issues for Mobile Data Transmission units and hardware repair. Including telecom and network configuration and management.

• Support Electronic Management System machines and other Transmission and Distribution system hardware and software.

TIER 2 IT TECHNICIAN GI4, VAMC 2017 - 2018

• Provide Telecom and OIT support for the Clarksburg, VA Medical Center.

• Coordinate and execute Equipment Life Cycle deployments (printers, network gear,

• etc.) to include printer installation/configuration, router, switch and access point installation/configuration.

• Coordinate and execute IT equipment installation and relocation to include PC

• Imaging, adhering to Regional Naming Convention, adding devices to domain, and printer configuration to the client.

• Deploy and image using SCCM and WIM in accordance to Operation System Deployment group.

• Troubleshoot Office 365 programs manage groups (Outlook, SharePoint, Word, Excel, etc.)

• Phone swap for telecom upgrade project and cable-management of telecom closets REMOTE SUPPORT TECHNICIAN COMCAST, SUPPORT.COM 2016 – 2015

• Manage account and ticket information

• Assist customers with service-related questions or concerns

• Ensure DOCSIS connectivity to network devices (modems, routers, access points)

• Fix problematic software, hardware and network settings

• Troubleshoot PCs and devices (smart phones, tables, TVs, media players, game consoles) Education

WESTERN GOVERNORS UNIVERSITY

• BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY (GRADUATING JUNE 2023)