Support Analyst Desktop

Gerry B. Flannel

Knowledgeable Desktop Support Analyst well-versed in Windows and Apple operating systems. Able to troubleshoot malfunctions components, and patch software in an efficient and accurate manner. Seeking a growth-oriented position in a fast-paced business environment. Offering hands-on technical expertise with endpoint hardware, software, and Networking solutions, as well as audio-video conferencing.

Skills

Provide computer desktop support to local & remote locations. Maintain, analyze and fix computer hardware, software, and Networking issues. Conference room setup meetings, training,

and audio-video conferencing projectors

Coordinate and send and receive hardware repairs with the appropriate vendors and users

Provide support on a variety of computer hardware, software, and peripherals.

networking issues and identifying, researching, and resolving technical problems

Ensures the integrity of all electronic data records by following company quality standards

Track equipment inventory and collaborate on potential purchases and upgrades

Own and execute technology implementation projects, Windows migrations

Resolve computer problems, and advise/implement appropriate action/solutions

Communicate regularly and follow up effectively with ticket Customers.

Work History

Olympus of Americas – Webster, Texas from 11\2018 – 04/2023

Technical Support Analyst – Being the only Tech on-site and 20+ years of experience,

I am responsible for 55 in-house users and 25 remote users, running Microsoft Office 365 products: Teams, OneDrive, and Outlook.

Imaging and installation of computers and configurations of various software packages, peripherals, mobile devices, Zebra printers, and All-In-One Printers.

SCCM and Active Directory with Network Admin Rights. Imaging and deployment of computers and hardware.

ServiceNow! Handle customer inbound calls, and emails, assess the status of the requests in order to escalate, resolve, or support issues, and meet service level agreement timelines.

Interact with end users and Managers with a high degree of tact, thoughtfulness, and awareness of the user’s situation in a complete effort to provide a blue-chip customer care experience.

Gerry B. Flannel

UTMB Healthcare Systems -Galveston, Texas

Desktop/Helpdesk support experience on PCs with Windows operating systems and some Macintosh experience, including mobile devices, VPN Experienced with Wyse Terminals and Citrix Technology.

IT Service Desktop Support. 9/2014 – 9/2018

Respond to problem requests including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all PC /Thin Client /MAC hardware, software, and equipment to ensure optimal workstation performance.

Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Assist with the installation, configuration, and ongoing usability of desktops, laptops, MACs, peripheral equipment, and software within established standards and guidelines.

IT Helpdesk Support Analyst – 10/2009 to 9/2014

Assist customers with IT-related users in a Service Desk setting, troubleshooting issues and resolving them where applicable remotely.

Troubleshoot trouble tickets to resolve basic technical problems with desktop computing equipment primarily over the phone.

Provide customer assistance using Active Directory services and remote access tools.

Adheres to internal controls and reporting structure.

Education

ITT Technical Institute – Houston Texas

Associate degree of Applied Science –

Electronic Engineering 1991

A+ Certified and MCP

PC Hardware

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