Desktop Support Analyst

Overview

**+ years of hands-on management and technical experience at large to world-class organizations

Experience includes Management, Desktop Support, and Client Server activities.

Additional skills with project management tools and techniques, budget analysis, and defining Service Level Agreements.

Technical Proficiencies

Engagement Experience:

Systems analysis, development, testing, hardware and software installation, overall system maintenance, PC upgrades, and software quality assurance.

Technology:

Windows 10, Windows 7, Lotus Notes, MS Exchange, SCCM 2013, Software Center, Microsoft Endpoint Management & Security, Remote Control Tools, Windows Azure, Ghost Software, VERITAS Netback, Backup Exec, Altiris, Iron Mountain Software, Druva, Switches, Routers, Beyond Trust, Cisco AnyConnect, Check Point Endpoint Security, Check Point Secure Client, SecureDoc Encryption, BitLocker and PointSec Encryption, MaaS360, Intune Company Portal, All Microsoft Office Suite Products 2003 - Office 365

Professional Experience

Cognizant

April 2017 - Present

Technical Lead

oResponsible for Desktop Support for 4 Local sites in Research Triangle Area, providing direction to Desktop Support Techs in Atlanta, Ga. Provides direction and guidance for all support and sitr logistics. Provides feedback on SLA’s, team performance metrics and additional support needs.

oResponsible for trouble-shooting issues with laptops, desktops, network printers, Cisco switches, Logitech and Cisco Conferencing Technology. Responsible for trouble shooting advanced VPN issues with Check Point Endpoint Security, Cisco AnyConnect, SecureDoc Encryption and other applications.

oWorking collaboratively with Network Infrastructure, Messaging Team and Security to facilitate and resolve issues and pursue new technologies and applications. Developing strategic plans and initiative for all Information Technology Teams.

oTesting and implementing processes and procedures for installing financial software SAP, HFM and Essbase. Responsible for refresh and retirement of laptop and desktop equipment, Cisco Routers, Switches and Conferencing Equipment.

oManaging Projects in the upgrade of Lab Technologies, including software, new hardware for front end and back-end Services in Labs, Manufacturing and Distributions. Responsible for site refresh implementations of Laptops, desktops and Switches.

HCL

Aug-2014 – Apr-2017

Desktop Support Manager

oResponsible for managing Desktop Support for all US sites including 15 Desktop Support Techs. Provided direction and guidance to all support and logistics. Provided feedback on SLA’s, team performance metrics and additional support needs. Managed several vendors to accomplish high levels of support.

oResponsible for trouble-shooting issues laptops, desktops, network printers, network switches, Windows Server 2003 and Exchange 2007 along with.

oResponsible for trouble shooting advanced VPN issues and applications that that desktop support staff are unable to work through.

oWorked collaboratively with Desktop Engineering, Network Infrastructure and Security to facilitate and resolve issues and pursue new technologies and applications. Engaged with management and IT Partners to develop strategic plans and initiative for all Information Technology Teams.

oFormulated and implemented processes and procedures for tracking and analyzing technical and financial data of company software, hardware and equipment from requisition through retirement.

oManaged Projects in the upgrade of sales software, new hardware implementation for front end and back-end Services as well as site refresh implementations of desktop and servers.

Veritude

Aug-2011 – Aug-2012

Regional Support Lead

oResponsible for the resolution of problems regarding desktop productivity tools, which includes PC's, phones, hardware and software (i.e. IBM, HP, Avaya switch, Windows operating system).

oProvided support for critical Service Level Agreements with timely and accurate execution of support requests via HP's Service Center and PPMC ticketing systems.

oWorked closely with technical/development staff and customers to identify problems, manage their resolution and provide timely and accurate escalation/reporting to management.

oMigrated users to Windows 7 using SCCM and also remote desktop to transfer clients’ data and uploaded their profiles. Documented processes & procedures, identifying gaps and problem prevention opportunities, working cross-departmentally to resolve them.

oProvided support for off-hour maintenance and on call activities.

oResolved ad hoc issues in response to external and internal issues that would mitigate business impact.

oOther responsibilities included providing disaster recovery support, provided mentoring and training of 5 other Regional support team engineers.

Ciber

May 2009 – Aug 2011

Desktop Support Lead

oResponsible for leading technical support to 3 other desktop support techs on standard operating systems and hardware support. Installation of LAN cabling and phone connectivity solutions was another role I was required to manage.

oProvided troubleshooting, programming, and repairing of handsets and voicemail issues.

oTracked trouble issues by using HP Service to manage tickets and to run metrics.

oDeployed, diagnosed and repaired laptops, desktops, printers and all addition peripherals.

oProvided meeting support, incorporating the use of video conferencing and WebEx technologies.

oOther responsibilities included account management in Active Directory and troubleshooting of all Microsoft technologies under our site agreement.

CSC

Nov-2008 – May-2009

Technical Support Lead

oResponsible for Windows Administration and system support for Novell/Windows environment.

oWorked on projects with other supports staff for systems replenishments.

oManaged team of 5 Desktop Support metrics and to maintain systems inventory for multiple site locations.

oOther responsibilities included troubleshooting desktop issues locally using Novel Zen Works client remote tools, working on local network issues with other supporting staff, and support for local network printers and printers in different site locals for the EPA.

Research Triangle Institute

Feb-2005-Jun-2008

Global Support Manager

oResponsible for the management of 16 technical support techs along with several vendors for RTI Regional and International offices. Duties included providing support and guidance to all regional and international support staff.

oWorked collaboratively with Network Operations staff, Windows Server Team and facilities to resolve and proactively troubleshoot issues.

oCoordinated and deployed the set-up of new global offices in Dubai, Barcelona, Manchester, and San Francisco.

oDeveloped documentation for international support process changes for the use of remote tools for support and new employee onboarding.

oManaged major projects to further secure the network and our desktop engineer team.

oWorked collaboratively with senior management and executives to ensure that all support and network resources for all the global offices met the required Service Level Definition.

System Support Analyst Aug-2000 – Feb-2005

oResponsible for the installation, support and administration of desktop and servers. Duties included setting up network printers and working with the network operations and printer administrators to get these printers added to the network and printer servers;

oDeveloped support Structure for remote office and trained desktop support staff in remote offices and in the RTP.

oProvided analysis, diagnosis and solving of recurring software and hardware specific issues.

oCoordinated staff moves for administrative, network operations, and desktop support teams.

oSupported all maintenance of network security for offsite locations, as well as changes to the router configurations based on firewall upgrades.

oRan tape back-up duties in the Washington DC/Rockville, MD offices along with port activations and troubleshooting network issues with the DNS server and network equipment for both offices. Additional duties include technical support and training of video conferencing equipment and video conferences; managing personnel for team specific projects for creation and maintenance of a Technology Life Cycle for software and computer hardware for the Computer Support Services.

oOther responsibilities include planning the architecture for new remote office locations in Miami and Los Angeles,

Education

Biology, North Carolina A&T State University

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