Desktop Support Analyst
Resume:
Gerry B. Flannel
*********@*****.***
Knowledgeable Field Desktop Support well-versed in Windows and Apple operating systems. Able to troubleshoot malfunctions components, and patch software efficiently and accurately. Seeking a growth-oriented position in a fast-paced business environment. Offering hands-on technical expertise with endpoint Hardware, software, and Networking solutions, as well as audio-video conferencing.
Skills
Provide Field Computer support to local & remote locations. Maintain, analyze, and fix computer hardware, software, and Networking issues.
Conference room setup for meetings, training, audio-video conferencing, projectors, and conference calls
Coordinate send and receive hardware repairs with the appropriate vendors and users
Provide support on a variety of computer hardware, software, and peripherals.
networking issues and identifying, researching, and resolving technical problems
Ensures the integrity of all electronic data records by following company quality standards
Track equipment inventory and collaborate on potential purchases and upgrades
Own and execute technology implementation projects, Windows migrations
Resolve computer problems, and advise/implement appropriate action/solutions
Communicate regularly and follow up effectively with ticket Customers.
Work History
Field Desktop Support Technician II CompuCom
Provide Field Technical support to 3 locations of computer hardware, software, and peripherals.
networking issues and identifying, researching, and resolving technical problems
Interact with end users and Managers with a high degree of tact, thoughtfulness, and awareness of the user’s situation in a complete effort to provide a blue-chip customer care experience.
SCCM and Active Directory with Network Admin Rights. Imaging and deployment of computers and hardware.
Provide computer desktop support to local & remote locations. Maintain, analyze, and fix computer hardware, software, and Networking issues.
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Olympus of Americas –Webster, Texas from 11\2018 – 04/2023
Field Technical Support Analyst – Being the only Tech on-site supporting 2 locations experience,
Responsible for 65 in-house users and 25 remote users, running Microsoft Office 365 products: Teams, OneDrive, and Outlook. hardware, software, and Networking solutions, as well as audio-video conferencing.
Imaging and installation of computers and configurations of various software packages, peripherals, mobile devices, Zebra printers, and All-In-One Printers.
SCCM and Active Directory with Network Admin Rights, Imaging and deployment of computers and hardware peripherals.
ServiceNow! Handle customer inbound calls, and emails, assess the status of the requests to escalate, resolve, or support issues, and meet service level agreement timelines.
Interact with end users and Managers with a high degree of tact, thoughtfulness, and awareness of the user’s situation in a complete effort to provide a blue-chip customer care experience.
UTMB Healthcare Systems -Galveston, Texas
IT Service Desktop Support. 9/2014 – 9/2018 and IT Helpdesk Support Analyst – 10/2009 to 9/2014
Experience on PCs with Windows operating systems and some Macintosh experience, including mobile devices, VPN Experience with Wyse Terminals, and Citrix Technology.
Respond to problem requests including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all PC /Thin Client /MAC hardware, software, and equipment to ensure optimal workstation performance.
Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.
Assist with the installation, configuration, and ongoing usability of desktops, laptops, MACs, peripheral equipment, and software within established standards and guidelines.
Assist customers with IT-related users in a Service Desk setting, troubleshooting issues and resolving them where applicable remotely.
Troubleshoot trouble tickets to resolve basic technical problems with desktop computing equipment primarily over the phone.
Provide customer assistance using Active Directory services and remote access tools.
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Education
ITT Technical Institute – Houston Texas
Associate Degree of Applied Science –
Electronic Engineering 1991
A+ Certified and MCP
PC Hardware
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