It Support Analyst

Amrish Patel

+* (***) ***- **** *.**********@*****.***

CAREER OBJECTIVE

Desktop Support Analyst with over five plus years of experience in providing technical support, managing Windows and macOS environments, and ensuring seamless operations through effective troubleshooting. Skilled in hardware deployment, software configuration, and remote support. Proven ability to oversee multiple tasks in high-pressure environments and deliver excellent customer service.

SKILLS AND CERTIFICATIONS

Operating Systems: Windows 10, macOS, ChromeOS, iOS, Android, Linux (Ubuntu)

Software: Microsoft Office 365 (Office apps, OneDrive/SharePoint), McAfee Antivirus, BitLocker, VMware, ServiceNow

Networking: TCP/IP, UDP, DNS, DHCP, VPN Software (Cisco, Pulse Secure, Ivanti Secure Access Client), Network Analyzers (Wireshark, Cisco Packet Tracer)

Tools: Active Directory, Group Policy Management, Microsoft Deployment Toolkit (MDT), System Center Configuration Manager (SCCM), Cyber-Ark Administration

Database: Oracle, MongoDB, MySQL

Other: Software Packaging and Deployment, Troubleshooting and Problem Resolution, User Training and Support

EXPERIENCE

GLAXOSMITHKLINE (IT Support Analyst), Mar 2023 - Present

•Provided expert-level support for Windows 10, troubleshooting software and hardware issues for over 800 end-users, resulting in a 95% resolution rate within SLA.

•Managed over 1,000 Active Directory accounts and implemented 200+ Group Policies, enhancing system security and user productivity by 30%.

•Conducted regular backup and restoration procedures, reducing data loss risks by 20% and ensuring business continuity.

•Delivered timely and effective technical support, reducing average ticket resolution time by 15% and achieving a user satisfaction score of 4.8/5.

•Streamlined work processes, enhancing Incident Management processes and IT ticket systems in ServiceNow, resulting in a 25% increase in efficiency.

•Administered Office 365 accounts, managing email configurations for 1,000+ users, and troubleshooting user issues, resulting in a 20% decrease in support requests.

•Implemented and managed BitLocker encryption solutions, ensuring data confidentiality and integrity across the organization, reducing data breach incidents by 10%.

•Managed stockroom replenishment by overseeing inventory level, coordinting with suppliers, and ensuring timely restocking of materials, demostrating strong organizational and logistical skills that translate to effectively managing IT assets and ensuring system uptime.

•Onboarded new users by setting up and configuring PCs, installing required software, and ensuring connectivity to network resources, leading to a smooth transition for new hires and minimizing downtime.

DELOITTE (IT Support Analyst), May 2021 – Dec 2022

•Provided technical support for 600+ users, resolving software and hardware issues with a 98% first-contact resolution rate.

•Created and managed Active Directory accounts and Group Policies, enhancing system security and efficiency.

•Developed and executed SQL queries for backend testing, optimizing database performance by 20%.

•Analyzed business requirements and constructed test plans, ensuring comprehensive coverage, and reducing defects by 25%.

•Performed smoke tests, white box, and black box testing across multiple browsers, identifying and resolving 200+ critical defects.

•Coordinated with cross-functional teams, improving collaboration, and reducing test cycle times by 10%.

MAINLINE HEALTH SYSTEM (Windows 10 Migration Technician), Jan 2020 – Apr 2021

•Performed maintenance tasks in Active Directory and managed software updates via remote scripts, reducing update time by 30%.

•Deployed operating systems and software using SCCM, reducing deployment time by 40%, and successfully migrated 500+ workstations.

•Provided user training and support during and after Windows 10 migration, achieving a user satisfaction rate of 90%.

•Utilized PowerShell scripts to automate repetitive tasks, increasing efficiency by 20%.

•Assisted in troubleshooting DNS Infoblox issues, improving network reliability.

COMPUCOM (Configuration Technician), Jun 2018 - Mar 2019

•Configured GameStop POS systems, printers, and network devices, ensuring 99% system uptime.

•Troubleshot PC operating systems and network configurations, reducing downtime by 20%.

•Documented installations and provided user training, increasing user self-service capabilities by 30%.

•Ran scripts on Fortinet switches and verified system functionality, ensuring optimal performance.

EDUCATION

Bachelor of Science in Information Sciences and Technology, Pennsylvania State University - 3.5 GPA, Sep 2018 – May 2020

Associate in Computer Science, The Bucks County Community College - 3.5 GPA, Jan 2015 – Aug 2017

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