Support Analyst Microsoft Office

Sean T. Martin

** ****** ***, *** *****, CT *****

Email: ad5v2w@r.postjobfree.com

Phone: 959-***-****

Summary of Qualifications:

- Successful and reliable senior support analyst with broad experience supporting mobile and desktop/laptop devices and software.

- Customer-service oriented with the ability to resolve complex technical issues and adapt to new technologies.

- Strong independent and collaborative work capabilities.

Skills:

- Hardware: Desktops, Laptops, iPhone, Android, Printers (HP/Brother/Epson), Avaya desk phones and soft phones.

- Software: Microsoft Office (2010-O365), Cisco VPN, Global VPN, AirWatch, Skype, GoToAssist, Box and Box Tools, Avaya Administrator, Salesforce.

- Operating Systems: Windows 10, 7, 8, 8.1; Mac OS (Leopard, Mountain Lion, Mavericks), Windows Server 2007-2008.

- Web Design: HTML, Flash, Dreamweaver, JavaScript, Fireworks MX.

- Pursuing Certifications: A+, Network+, Inet+, and Security+.

- Telecomm experience: Setting up iPhones and Androids, familiar with service providers (Verizon, AT&T, Sprint), networking, Ethernet, Token Ring.

- Novell and NT Server setup and maintenance.

- Experience with IBM AS-400 Platform.

Professional Experience:

**United HealthCare, Plymouth, MN**

**Senior Information Analyst**

**August 2022 – Present**

- Provide Level III desk-side support for desktop and notebook computers.

- Monitor and respond to IT helpdesk requests promptly.

- Support local area networking and equipment for all UHG facilities.

- VPN support and troubleshooting of Cisco AnyConnect VPN router and client software (Azure, Zscaler, M& Migration).

- Business software support including the Microsoft Office Suite, Salesforce CRM, Adobe Professional Suites, SAP client GUI, and assorted R&D applications.

- Troubleshoot and support the Avaya phone system.

- Provide both local and remote support for employees globally.

- Utilize Bomgar for remote access and the ServiceNow ticketing system to log tickets.

- Assisted remote APC field nurses with access to Ehousecalls applications and the Quantaflo application.

- Microsoft Team Lead Training Support.

**The Hartford Insurance Company, Hartford, CT**

**Level III Desk-Side Support**

**Dates of Employment**

- Provide level III desk-side support for desktop and notebook computers.

- Monitor and respond to IT helpdesk requests promptly.

- Support local area networking and equipment for all Alexion facilities.

- VPN support and troubleshooting of Cisco VPN router and client software.

- Business software support including the Microsoft Office Suite, Salesforce CRM, Adobe Professional Suites, SAP client GUI, and assorted R&D applications.

- Troubleshoot and support the Avaya phone system.

- Provide both local and remote support for employees globally.

- Microsoft Team Lead Training Support.

- PowerShell/CNIS Support.

**Alexion Pharmaceuticals, New Haven, CT**

**Support Analyst III**

**2016-2018**

- Provide level III desk-side support for desktop and notebook computers.

- Monitor and respond to IT helpdesk requests promptly.

- Support local area networking and equipment for all Alexion facilities.

- VPN support and troubleshooting of Cisco VPN router and client software.

- Business software support including the Microsoft Office Suite, Salesforce CRM, Adobe Professional Suites, SAP client GUI, and assorted R&D applications.

- Troubleshoot and support the Avaya phone system.

- Provide both local and remote support for employees globally.

**Yale School of Management, New Haven, CT**

**Client Services/Support Analyst III**

**01/2007 – 05/2015**

- Created and maintained departmental organizational units in the Active Directory.

- Maintained computer software and hardware through proactive site visits and inventory management.

- Installed and coordinated repair of computing devices and peripherals.

- Responded to emergency calls and routine tickets for computer assistance.

- Supported clients in the use of their desktop equipment.

- Worked with other computing support organizations for network and software integration.

- Analyzed, recommended, and implemented workgroup computing solutions.

- Trained and acted as a second level of support for other Desktop Support Technicians.

- Completed and documented technical projects.

- Provided customer service by addressing helpdesk calls.

**JVR Systems, Branford, CT**

**Computer Technician**

**02/2004 – 01/2007**

- Maintained computer hardware and software.

- Installed and repaired a variety of computing devices.

- Responded to routine calls for computer assistance, upgrades, and new software.

- Supported customers in the use of their desktop equipment.

**Circuit-Wise, Inc., North Haven, CT**

**Network Administrator/Desktop Support/Server Setup**

**01/2000 – 02/2004**

- Provided daily support for desktop PCs, troubleshooting hardware and software issues.

- Rolled out a new NT Server platform with multiple terminals and user interfaces.

- Maintained the AS400 Server and migrated to a new ERP system.

- Managed the ADP Server for Time and Attendance software.

- Developed and deployed the first AUP Policy for all desktop users.

Education:

- Branford Hall Career Institute, Branford, CT

- Software and Network Administration

- Gibbs College, Norwalk, CT

- Associate in Computer Network Support

- Gateway Community College, New Haven/North Haven, CT

Contact this candidate