Desktop Support Customer Service

Jeff Smiley

EUC Support Analyst

Goodyear, AZ 909-***-****

KEY SKILLS AND COMPETENCIES

Excellent Customer Communication

Works with Minimum Supervision

Ensure Quality solutions meet business objectives

Strong Technical Background

PROFESSIONAL EXPERIENCE:

THE VITAMIN SHOPPE

EUC Support Analyst Feb 2019 – Present

Assist regional IT EUC team with local asset management and inventory

Taking responsibility for logging all reported incidents, and contributing to root cause analysis

Adhere to all processes and methodology for Knowledge Centered Support and create knowledge content

Self-starter and highly motivated to provide excellent customer service, technical support and new challenges

Create and maintain all thin client, laptop, and desktop images

Provide hands-on IT technical support

Good command of how to use technical resources

Follow up on open tickets to ensure proper response and satisfactory resolution and keep detail oriented documents regarding problems and solutions

Excellent interpersonal, customer service, analytical, troubleshooting and communication skills

Duties include one on one daily interaction with users and other IT support professionals

Provides operational support such as incident resolution, incident escalation, critical situation disposition and closure

Resolving network related issues: local area, network access, mails, internet, VPN connections

Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops

Assist with system administration: Active Directory, Exchange, WMS and Cognos applications

Provide timely, detailed, and accurate status information and resolution for all issues/projects assigned

Support and maintenance of warehouse Wireless scanners, printers and radios

EXPERSIS / STATE OF ARIZONA

Service Desk Support Specialist Oct 2018 – Feb 2019

Self-starter and highly motivated to provide excellent customer service, technical support and new challenges

Documented support issues in ticketing system

Follow up on open tickets to ensure proper response and satisfactory resolution and keep detail oriented documents regarding problems and solutions

Helped resolve virus outbreaks as member of a team that quickly isolated and removed virus that had infiltrated systems.

Provided support to remote users at all State facilities

DYSIS / US FOODS Tempe, AZ

Service Desk Associate July 2018-Oct 2018

Resolve customer's network and connectivity issues.

Provided technical network support and responded to service requests, received by phone, E-Mail and through ticketing system.

Provide technical support for website, DNS, and E-Mail issues.

Responsible for preparing the maintenance issue troubleshooting notes and network trouble tickets.

VINCENT BENJAMIN / ALL COVERED Phoenix, AZ

NOC Technician May 2018 – June 2018

Monitored various applications and monitoring consoles to maintain availability & performance

Provide technical network support and responded to service requests, received by phone, E-Mail and through ticketing system.

INSIGHT GLOBAL / ARAMARK UNIFORM SERVICE Burbank, CA

Desktop Support Analyst May 2016 – March 2018

●Responsible for supporting: Windows 7/10, Office 2010, 2013, and Office 365. Antivirus products, DNS/DHCP, TCP/IP, Ethernet, and wireless devices.

●Configuration of IPhone and Android devices for email access

●Provided Executive Support (President, VP, Directors) (i.e.) Troubleshoot home IT equipment problems, smartphone & tablet support.

●Responsible for the installation and maintenance of IT Equipment including (but not restricted to) printers, scanners, copiers, laptops, IP phones and Workstations.

●Handle all Helpdesk requests received by phone or direct contact, using remote access technologies and also by visiting client sites.

●Experience of supporting a nationwide and local client base as 2nd Level support, for applications, networking and infrastructure issues.

●Active Directory Domain Administrator.

●Administrator for Exchange server email hosting

●Imaging and Installation of new and upgraded devices.

●Lead Technician handling Motorola Hand Held Scanning devices. Repair and Replacement.

●Insured all IT Department’s policies and procedures followed by staff.

ROSE INTERNATIONAL / KAISER PERMANENTE West Los Angeles/Hollywood, CA

Desktop Support Analyst FEB 2016 – April 2016

Provided Installation, configuration, monitoring and troubleshooting for all PC's and Laptops at the West Los Angeles and Hollywood Kaiser Hospital locations.

Configured all new equipment

Diagnosed and resolved application and hardware issues reported by users.

Resolved all maintenance and troubleshooting issues with Network connectivity.

SEIU LOCAL 721 Los Angeles, CA

IT Support Analyst Oct 2013 – Sep 2015

Providing 1st/2nd line support to users.

Active Directory Domain Administrator.

Administrator for Exchange server email hosting

Lead Technician for conference room A/V setups to facilitate meetings and training.

Responsible for maintaining backups of project work, such as new builds.

Working closely with software suppliers to resolve operational issues.

Responsible for supporting: Windows XP/Vista/Windows 7, Office 2003 and 2007, VMWare

Performed off hour help desk support

Created user accounts and managed access control of desktop and Network applications

Worked with hardware and software dealers to confirm, well-timed product delivery and to solve configuration and usage issues.

Maintaining maximum availability of supported services for users.

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