Desktop Support Analyst

Richard Sanders

Desktop Support Analyst

Phone 407-***-**** Email: ***********@*********.***

Summary

Highly qualified Desktop Support Analyst with experience in the industry. Enjoy crea>ve problem solving with experience on mul>ple projects. Excellent communica>on with end users to facilitate understanding of complex issues. Solid diagnos>c skills and team oriented.

Core Competencies

Opera>ng Systems - Windows 10, Windows 11 Mac OS

SoJware – Ac>ve Directory, MicrosoJ Intunes, Citrix Xen Apps, Citrix Xendesktop, Citrix Desktop Director, Citrix, Citrix VDI, System Center Configura>on Manager, CXONE, Jabber, ServiceNow, Java, Oracle, Zscaler, Jamf. Hardware – Lenovo and Del laptops, desktops and thin clients. Most HP and Cannon mul>purpose printers

Professional Experience

Travel + Leisure Orlando, FL June 2011 to September 2024 Desktop Analyst

• Team lead for implemen>ng Citrix on over 10,000 desktops throughout the company

• Provide day-to day technical >er 2 support for internal desktop and laptop soJware and hardware

• Maintain passwords, data integrity and file system security for the desktop environment

• PC refresh from XP to Windows7, Windows 7 to Windows 10 and Windows 10 to Windows 11

• Communicate highly technical informa>on to both technical and nontechnical personnel

• Worked to convert over 10000 employees from inhouse to work from home users

• U>lize SSCM to deploy images and soJware to remote systems

• Se MicrosoJ Intune to push soJware and maintain LAPS passwords for all laptops and desktops

• Was on call for the senior leadership team for any issues that arose 7x24

• Worked with HR and did all the new hire orienta>on to explain how the service desk and desktop support works

• Was senior lead for the desktop team

Centurylink Apopka, FL 1996 - 2010

Systems Administrator

• Supported more than 1100 Windows 2000/2003 Servers na>onwide, including over 300 VMware servers. Primary support for the local and remote Data Centers, responsible for troubleshoo>ng, migra>ons, upgrades and support

• Supported the Virtualiza>on team, running VMWare ESX 3.5, evalua>ng u>liza>on levels. Created more than 127 virtual guests in remote sites thought the na>on.

• Func>oned as the Team Lead for File and Print server analysis in se`ng up server virtualiza>on.

• Served as IT SME on Corporate Security An>-Virus Team. Maintained McAfee EPolicy Orchestrator for more than 1100 Windows servers

• U>lized MicrosoJ System Center Configura>on Manager 2007 (SCCM) for patching and desktop updates and MicrosoJ Opera>ons Manager for hardware troubleshoo>ng

• Provided 24/7 Systems Administra>on on W2K – W2K03 servers remotely and on site, including Tier II support for troubleshoo>ng diagnosing server problems on a daily basis

• Proficient with and interfaced with the following: EMC SAN, CA Unicenter, HP Openview, MS Exchange 2000/2003, VPN remote access, Legato Backup, Commvault

Technical Classes and CerHficaHons

• A+ cer>fica>on

• Office 365

• MicrosoJ Exchange 2007

• Installa>on and Management

• MicrosoJ Windows Server 2003

• Ac>ve Directory Infrastructure, Planning, Implementa>on and Maintaining EDUCATION

• B.S., Air Commerce Transporta>on Technology Florida Ins>tute of Technology, Melbourne, FL

• A.A.S, Mercer County Community College, Trenton, New Jersey

• Digital Microprocessor Technology- Lyons Ins>tute of Technology, Cherry Hill, New Jersey

Contact this candidate