IT Support Analyst

Greg Laurie

Phone: 267-***-**** – ********@*****.***

OBJECTIVE

Obtain a position in the field of information technology within the company that will enable me to use my education, technical skills and strategic thinking

SKILLS

•Technical Troubleshooting

•Hardware configurations

•Software installs

•TCP/IP Configuration

•Hardware installations

•Junior administrative

EDUCATION

ITT Tech Institute Philadelphia, PA

Associate Degree in Specialized Technology

Area of Study: Information Technology – Computer Network Systems

Graduation Date: December 2013

Cumulative GPA: 3.8

Accomplishments: Highest honors and excellent attendance

WORK RELATED EXPERIENCE

Physicians Endoscopy

Desktop Support Technician/IT Support Analyst February 2018-

Troubleshooting Outages/network connectivity -Contacting ISP, rebooting firewalls, ISP modems, wireless routers, switches, check patch panel ports, and test internet speed

Troubleshooting VPN issues

Troubleshooting DHCP, DNS, Domain Trusts issues

Troubleshooting printer issues- drivers, policies, trays, scanning, drum units, toner

Troubleshooting Desktops/Laptops- bluescreens, virus alerts, corrupt windows profiles and slowness

Rebooting Servers and VMs due slowness/extensive uptime

Restarting print spooler and other application’s services on server

Resetting interface services issues between Advantx and Provation or Ggastro

Creating network logins, Assigning groups and file permissions

Creating end-user email account, email groups, shared mailboxes on Exchange/O365

and purchasing O365 Licenses

Assigning DIDs numbers and extensions to in Mitel Portal

Setting up Desktops, Laptops, Printers and Scanners.

Setting email accounts on iPhones/Androids

Experience with Print Management, Active Directory, Group Policy Management

Experience with Creating Quotes, Ordering Printers, Scanners, Computers and Software licenses from vendors (Dell and CDW)

Experience with Windows 10, Server 2012 R2, 2019 Standard, server manager and iDRAC

Experience with Cisco Anyconnect and NetExtender VPN(s)

Familiar with MS Azure and PowerShell

Familiar with Connectwise- automate, manage and control

Provide support for Tier 1

PHH Mortgage August 2016-July 2017

Service Desk IT

Worked in the call center

Created tickets in Service Now

Troubleshoot Windows software and hardware issues

Provided technical support for .pst and .ost issues with Outlook

Provided technical support for Microsoft office 2013

Provided technical support for hardware issues

Created P1 tickets (outages)

Unlocked accounts or instruct users on how to use Citrix access management console / Citrix director/ citrix receiver

Unlocked install or instruct user on how to users Cisco anyconnect/ VPN

Unlocked accounts for Quick3270/blackknight

Instructed users on how to use Dell one identity manager

Unlocked/sync/reset web-based accounts in Novell iManager

Unlocked accounts/reset passwords for Clarity

Unlocked accounts/reset password for Western Union Speed Pay

Reset passwords and assigned roles/permissions in NetIQ(Directory and resource administrator)

Installed printers from Control Panel

Utilized Bomgar to remote to user’s PC

Troubleshoot token issues using RSA Secure ID/ Authentication Manager software

Worked on the soft-token implementation project

Familiar with Symantec endpoint protection antivirus

Familiar with Windows 7, 8.1 and 10

Assist users setting exchange on their iPhone

Einstein Medical Center November 2014-April 2016

Desktop services

•Responded to tickets on Service Desk application

•Worked on Service Request tickets

•Installed/uninstalled software

•Setup Dell/HP computers, HP/zebra Label printers, Brother fax machines and Dell/HP laptops

•Installed Win 7 Images on PCs and laptops

•Helped user with logins issues with Novell, Imprivata and GroupWise

•Troubleshoot errors related to but not limited to hardware or/and software.

•Fix/replace damage hardware

•Worked on Disaster Recovery Project

• Utilized active directory 2008 for accounts and groups

•Troubleshoot Microsoft Office Suite 2010

•Utilized PGP and Bitlocker harddrive encryption

•Troubleshoot humanscales workstations

Nonprofit Technology Resources March 2013-December 2013

Technology Technician

•Trained highschool students and volunteers refurbishing process

•Installed OS images on HDD

•Repaired and refurbish PC hardware such as but not limited to RAM, HDD, power supplies, heat sinks and cmos battery.

•Desktop Installation and activation such as but not limited to Windows XP, 7, Microsoft Office and Microsoft Essentials

•Provided technical support for and troubleshooting skills for customers with PC issues

•Downloaded and install update-drivers for outdated PCs

MurTech Consulting October 2012- October 2012

PC Deployment

•Set up new desktop workstations and printers for clients at PNC bank

•Install their proprietary software through their network and create logins

•Erase old PC’s HDD by using data wiping software.

•Install drivers for new printers

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