Desktop Support Analyst

Leonard Jones

SUMMARY

*+ years of IT Helpdesk/Servicedesk, Desktop Support and Networking experience

Expertise in Windows XP, 7, 8, 10 and Server PCs and proficient in MacOS support

Well versed in Microsoft Office, Office 365, Outlook, Deployment Toolkit

Proficient in Active Directory support

Experienced with hardware from OEMs including HP and Dell

TECHNICAL SKILLS

Window XP

Windows 7

Windows 8

Windows 10

Microsoft Office Suite

Service Now ticketing system

Windows Server 2012R2

Active Directory

System Center Configuration Manager

Citrix

Microsoft Office 365

Microsoft Deployment Toolkit

MS Outlook

Outlook 365

DELL Latitude

HP Elite Book

VMware 5.5

Windows Server

HP ProLiant DL360

TCP/IP

DNS

DHCP

EDUCATION

New Horizons Computer Learning Centers, Dallas, TX, Certification

Completed courses in preparation for the CompTia A+ and CompTia Network+ certifications

Currently enrolled in courses to obtain Microsoft certifications

W. H. Adamson High School, Dallas, TX, Diploma

General studies courses necessary for the successful completion of a High School diploma

Certifications

CompTia A+ Certified

CompTia Network+ Certified

PROFESSIONAL EXPERIENCE

Wipro Inc (Securus Technologies) Jul 2021 – October 2022

Perform remote service activities using various software applications.

Secure call platform is used to manage, schedule, monitor, inbound and outbound calls

Solarwinds is used to check the status of network devices.

Zabbix is an open-source monitoring software for networks, servers, virtual machines and cloud services.

Ruckus wireless management software is used to manage, configure, setup wireless access points.

Borden Inc (New Dairy OpCo) Oct 2019 – Nov 2020

Associate Analyst Technical Support

Perform Desktop Support activities, including, but not limited to: computer imaging wiping and deployment, setup and deployment of Mobile Devices android / iPhone.

PC troubleshooting via phone and at customer’s desk.

Install hardware and software on client devices, as required to troubleshoot/resolve devise issues.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Strong customer service orientation.

Buchanan Technologies Inc (Mary Kay Inc) Oct 2018 – Sep 2019

Desktop Support Technician

Perform Desktop Support activities, including, but not limited to: computer imaging wiping and deployment, setup and deployment of Mobile Devices android / iPhone.

Monitor service now ticketing system for incoming service request.

PC troubleshooting via phone and at customer’s desk.

Analyze and repair of Hardware and Software Problems.

Use various software tools to configure and repair computer and network system.

Strong customer service orientation

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Ability to conduct research into PC and software issues and products as required.

Ability to present ideas in business-friendly and user-friendly language.

Highly self-motivated and directed.

Keen attention to detail.

Team-oriented and skilled in working within a collaborative environment.

ComResource Inc. (HDS / Citi) Oct 2015 – Apr 2018

Change Coordinator

Perform Change Coordinator activities, including, but not limited to: authorize and approve minor/low changes, coordinate changes with large scale Storage Area Network (SAN) systems.

Participate in Change Advisory Board (CAB) meetings.

Follow the Change Management process to ensure that all changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.

Computer Sciences Corporation Mar 2014 – Aug 2014

Support Analyst

PC troubleshooting via phone and at customers desk

Analyze and repair of Hardware and Software Problems

Troubleshoot/coordinate installation and repair of common data services, including patch panel management and computer networking

Perform routine system administration tasks according to the training and procedures established in the IT department

Install hardware and software on client’s PCs, as required to troubleshoot/resolve issue

Performs centralized computer administration tasks (virus scanning, software deployment, etc.)

Maintains hardware and software inventory, where required

Participates as a team member to achieve established objectives, by working in close liaison with local and international colleagues

Working in accordance with client quality standards, procedures and work instructions

Reporting on progress, issues, and problems to the supervisor; giving suggestions to optimize service offered and process improvement

Perform additional responsibilities and tasks as required

SMS Inc, Grapevine, TX Dec 2013 – Mar 2014

Support Analyst

Desktop/laptop tech support, Windows and MAC

Support phones, printers, wireless, VPN, etc.

Schedule and perform software/hardware upgrades, new installations, work space moves, etc. in conjunction with Office Services.

Prioritize and respond to help desk requests in accordance with company procedure

Maintain repairs, spare parts, and components.

Research and troubleshoot problems

Maintain / update OS system images

Deployment of computers, peripherals, monitors, cables, locks and etc.

Works closely with the Team Leads, client and Deskside Technicians

Migration of user data

Installation of commercial and client proprietary software

Maintain ticket and asset management documentation

Taycom Inc, Addison, TX Jun 2013 – Jul 2013

Desktop Technician

PC troubleshooting via phone and at customers desk within agreed Service Levels

Analyze and repair of Hardware and Software Problems

User Administration

Troubleshoot/coordinate installation and repair of common data services, including patch panel management and computer networking

Perform routine system administration tasks according to the training and procedures established in the IT department

Install hardware and software on client’s PCs, as required to troubleshoot/resolve issue

Performs centralized computer administration tasks (virus scanning, software deployment, etc.)

Maintains hardware and software inventory, where required

Participates as a team member to achieve established objectives, by working in close liaison with local and international colleagues

Working in accordance with client quality standards, procedures and work instructions

Reporting on progress, issues, and problems to the supervisor; giving suggestions to optimize service offered and process improvement

Perform additional responsibilities and tasks as required

Assa Aboly Hospitality Inc, Richardson, TX Jun 2012 – Apr 2013

Support Engineer

Provision and deploy new workstations and laptops to corporate staff

Manage hardware refreshes for existing workstations and mobile devices

Manage corporate mobile account(s)

Maintain all OS and application patches and updates on corporate workstations

Routinely provide various summary reports to the IT Infrastructure Manager

Help maintain internal IT documentation and employee self-help wiki

Diagnose and repair workstations infected with malware and viruses

Perform intermediate level troubleshooting on MS Office, network, and Windows OS

Perform hardware maintenance on desktops, printers, projectors, mobile devices and other networked hardware

Maintain domain user and computer accounts in Windows Active Directory

Perform Software and Hardware audits

Work with Systems Administrators to act as a backup on various server and application systems

Work with Systems Administrators to deploy new server hardware and software

Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.

Participate in after hours on-call rotation

Technisource Frisco, TX Jun 2011 – Jan 2012

Network Associate

Manage individual ticketing queue through ServiceNow

Respond to incoming client calls for support assistance with network infrastructure equipment

Use Bomgar (remote access technology) to remotely configure, maintain, administer and support servers, routers, switches and firewalls

Experience using and troubleshooting Opera Property Management System

Experience using and troubleshooting Holidex, Perform, and Merlin hotel management and reservation solutions

Management and administration of Windows Server and Desktop Operating Systems

Configure and maintain Cisco Catalyst switches and Cisco modular routers

Configure and maintain McAfee Sidewinder Firewalls

Proficient configuring, troubleshooting and maintaining IBM X Series servers

Proficient configuring, troubleshooting and maintaining IBM NetVista workstations

Proficient configuring, troubleshooting and maintaining IBM InfoPrint printers

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