Support Analyst Deskside

HAIGAZ TATARYAN 818-***-**** **************@*****.***

SUMMARY

A proficient Deskside Support Analyst that can maintain, monitor, and be able to pinpoint problems in proprietary applications, Windows/MacOS. Able to troubleshoot anything involved in the office be it workstations, monitors, and any peripherals. Able to admin accounts. Bilingual in both Armenian and English.

EDUCATION

Bachelor of Science in Network Communication Management October 2016

DeVry University Sherman Oaks, CA

TECHNICAL SKILLS

● ServiceNow

● OKTA/MFA (Administration)

● Aspera Connect/Faspex

● Citrix

● Autosys

● Cisco AnyConnect

● Office 365 (Administration)

● Zoom

● OpenText (Media Management & Directory Services)

● Active Directory

● Adobe Creative Cloud (Administration)

● Slack (Administration)

● ScienceLogic

● JAMF (Administration)

● Moogsoft

● AWS

● Rufus/PXE

● Network Share folders

● Box

● Solarwinds

● Google Workspace

● Salesforce

● CyberArk

● Salesforce

● NewRelic

Troubleshooting:

● Able to repair desktops and/or patch software

● Printers, mice, and other accessories/peripherals

● Technical support (In-person, email, and over the phone)

● Clear and accurate communication with users

Communication:

● Update procedures and documentation

● Assist employees/team members with any questions or issues

● Collaborate with other teams to resolve issues

● Detail oriented and motivated to learn

● Work well under pressure

PROFESSIONAL EXPERIENCE

Deskside Support Analyst March 2022 - Present

NewsCorp/Realtor.com Westlake Village, CA

● Troubleshoot incidents through the ticketing system either remote or in person

● Prepare and image laptops that are newly received or returned for deployment

● Maintain equipment for entire lifecycle

● Inventory management of laptops and peripherals/accessories

● Collaborate with other team members to work on projects to streamline our processes

● Test out said processes before companywide development

● Ship equipment to new hires or any replacement requests from current employees

● Manage electronic waste inventory for audits before recycling

● Admin Office 365, Google Workspace, Adobe Creative Cloud, OKTA, and Active Directory

● Take on projects under guidance from other teams

● Setup A/V equipment

● Travel to conferences/conventions for onsite support

● Configure, deploy, maintain, troubleshoot and support laptops, network printers, and other computer equipment/peripherals.

● Install and support PC/MAC laptops and software

● Maintain inventory of installed software and manage software licensing

● Work directly with customers in person, via phone, via ticketing system, email, and chat

● Image, deploy, and maintain laptops, monitors, and docking stations

● Coordinate with vendors and service providers for in-warranty hardware replacement and service Warner Bros. Desktop Support July 2021 – March 2022 Turner Techtronics Burbank, CA

● Troubleshooting Windows and Mac laptops/desktops, docking stations, and any peripherals remotely or in person

● Initiate hardware repair and process loaner laptops

● Re-imaging computers and re-enrolling into the network

● Act as the initial point of contact for all computer and system related concerns from clients or other employees

● Experience installing and configuring computer systems and applications for a large company

● Customize desktop applications to meet user needs

● Maintained confidentiality and discretion when working with passworded or sensitive materials FOX NOC Lead/FMC Lead/FOX Service Desk Lead June 2019 – July 2021 Turner Techtronics Burbank, CA

● Apply various troubleshooting methods to track down complex technical problems.

● Manage and update incident tickets through ServiceNow.

● Create and update documentation/procedures.

● Identify opportunities to enhance the overall client experience and ensure client satisfaction.

● Serve as a point of escalation for the NOC team staff; escalate to “management” when/if applicable.

● Provide written communications to clients on the status of services and/or service disruptions.

● Handle and escalate high priority issues related to NOC and EMF services.

● Professionally represent and protect the interest of TTI (Turner Techtronics Inc) in all interactions with customers, vendors, and employers.

● Improve technical proficiency in accurate system diagnosis/repairs.

● Pursue and successfully complete any offered or required manufacturer or TTI training courses to heighten personal proficiency

● Plan and prioritize the NOC/EMF team’s daily activities.

● Provide and oversee training on all NOC/EMF policies and procedures.

● Ensure the team is following all standard operating procedures.

● Assist with and closely monitor the progress of all high or critical priority tickets to ensure issues are addressed in a timely and efficient manner.

● Manage multiple projects.

● Anticipate and satisfy customer and management requests for information or service in a timely and professional matter

● Provided auxiliary assistance to other service providers in the performance of repair and support services.

● Supported and assisted Level 1 technicians with questions they may have with issues that have a higher level of difficulty

● Assisted management team in creation of both internal and user facing documentation

● Research and implement fixes for new issues and only escalate if an issue is out of their skill level or their ability to resolve

● Strong proficiency in troubleshooting and supporting both Windows and Mac devices

● Advanced knowledge and familiarity with specialty software installations and troubleshooting (i.e. Oracle, FileMaker Pro, IBM iSeries client, Lotus Notes, etc.)

● Assist engineers on bridge calls with root cause analysis

● Major Incident management

● Technical Bridge management

FOX Command Center (NOC Technician & EMF Support) November 2017 – May 2019 Turner Techtronics Burbank, CA

● Received and processed requests for service via telephone or email.

● Actively monitored network alerts and ticket queue to ensure all alerts are escalated in a timely manner.

● Adhered to and followed all Standard Operating Procedures to prevent delays in escalation.

● Troubleshooted and resolved issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources.

● Monitored unassigned ticket queue and followed up on tickets as needed

● Identified and escalated tickets to appropriate support groups when needed.

● Documented issues in the ticketing system thoroughly.

● Followed up on open issues with the escalation process to provide feedback to customers.

● Performed a quality assurance check on resolved tickets to ensure customer satisfaction.

● Major Incident management

● Technical Bridge management

● Major Incident communications

HONORS & AWARDS

Dean’s List Recipient DeVry University

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