Support Analyst

MARCIA WALKER

Queens, NY ***** adao57@r.postjobfree.com

917-***-**** www.linkedin.com/in/marcia-walker

HELP DESK ANALYST

Experienced Help Desk Analyst with a background in user support, training, and project management. Proven ability to deliver high-impact results through incorporating interpersonal communication, extensive attention to detail, and technical knowledge. Expertise in hardware repair, upgrades, and troubleshooting processes and procedures.

TECHNICAL SKILLS

MS Office application’s, Active directory E-mail, Outlook 2007,2010 office 365 Microsoft Operating Systems Windows Virus Protection, LAN/WAN modems, DNS/WINS, TCP/IP, Browser Configuration iPhone, printers call tracking software includes Remedy, AHD and Magic, hardware and software upgrades assist in SCCM deploy to software, install VPN into user’s computer to resolve connectivity connection.

EXPERIENCE

Liberty Underwriters Int\Liberty Mutual New York NY 3/ 2009 –12/2018

A worldwide independent broker network that ensures specialized risk.

Desk top Analyst

Responsible for duties to provide 100% phone support resetting password in active directory and genius which is an insurance application, within a Microsoft environment.

Provided support for MS application and outlook 2008/2010 and VPN security, first and second level support. Exchange server 2007, 2010 and active directory.

Log call’s effectively problem resolution and tracking for all issues.

Calls via remedy and infra ticketing system.

Open and close calls in a timely fashion including details of the problems.

Remotely logged into user’s pc via dame ware to install software and troubleshoot.

Extensive experience with supporting users and equipment in a Windows environment

Canon USA, Lake Success, NY 2/2001 -2/2009

First Level Support Analyst

Assist in resetting users Novell account, giving users access to network printers resetting printers, setting up and troubleshooting users VPN account for both dial up and cable, assisting with Lotus Notes version 5.0 and 6.5, lotus same time, MS Word, MS Excel assisting and responding to end users calls as a first line of technical support, gathering information to resolve issues, and or assisting in the resolution of issues in a timely, accurate and professional manner.

Diagnosed and resolved issues involving desktop hardware or software. Entering all calls into magic call tracking database.

Remote login to users’ PCs via Zen works and Console one.

Interview prospective help desk analysts for available openings within the User Support department of Information Technology.

EDUCATION

General Studies, Diploma

Jamaica School of Business, Jamaica, WI

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