William Brooks

Service Desk Analyst

Address: *** ****** **** • Camp Hill, PA 17011 • Phone: 717-***-**** • adkaj7@r.postjobfree.com

SUMMARY:

I am a desktop support professional with 11 years of experience, a positive outlook trained in dealing with difficult customers, and writing detailed documentation. I strive to do my job excellently and responding positively to accountability.

I am experienced in supporting users in the various software applications including: MS Office 360, Outlook, SkypeForBusiness, Internet Explorer, VMware Virtual Machine, Adobe Acrobat and Reader, BMC Remedy, Fiserv Desktop, Fiserv Signature, WireXchange, Epsiia, Cisco AnyConnect, Working knowledge of Social Networking Tools, Experienced user of SharePoint sites, MobileIron, McAfee EPO, Clear Pass, GuestNet, Click Share, Cisco www.MyApps.com, MoveIt, OneDriveForBusiness, and others.

My technical skills include Remote Support, Windows Desktop Operating Systems, Microsoft Office 365 v.2016 support, Core Banking Systems, PC/Laptop Service and Support, Support for Various Printers, Network Connectivity, iOS and Android support, Java, HTML, and CSS.

EXPERIENCE:

ACCLAIM SYSTEMS: Harrisburg, PA 2018 — 2021

Tier 2 Service Analyst

• Supported Commonwealth of Pennsylvania Skype users.

• Trouble shot for Skype and Teams connections using PowerShell, and Microsoft Portal.

• Supported multiple models of Cisco VOIP desk phones.

• Set up users for RedSky e911 access.

• Moved, added, and changed users for various roles in multiple commonwealth departments.

• Monitored Commonwealth communication circuits using Service Now.

• Coordinated outsourced technicians to provide timely assistance with circuit and traditional phone

line issues.

• Assigned tickets to appropriate personnel as needed.

• Alerted proper authorities in the event of a high level outage or public safety events.

TE CONNECTIVITY: Harrisburg, PA, 2015 — 2017

Service Desk Analyst

·Provided excellent remote technical support for desktop, VPN, network, and mobile device incidents and service requests.

·Supported over 50,000 TE Connectivity global users with MS Office applications while thoroughly documenting all issues in the Remedy ticketing system.

·Promptly re-assigned complex problems and requests to respective technical or local support teams.

METRO BANK: Harrisburg, PA, 2009 — 2015

Help Desk Technician

·Helped set up Metro Bank stores imaging computers and mapping printers to those same computers.

·Assisted users with operating Windows based computers, Fiserv applications, printers and other hardware in a Citrix environment.

·Assisted users with gaining access to the Metro Bank VPN using two factor authentication.

·Moved, added, and changed users in various applications based on group policy established by the Data Security Officer.

·Installed components (e.g. hard drives and memory) into thin client computers.

EDUCATION:

Millersville University:

·BA Commercial Art 1999

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