Desktop Support Analyst

Burnis Burnside

*********@*****.*** M:713-***-****

Time in Current Role: 2 Years 3 months

Current Job Title: Desktop Support Analyst

Professional Work Experience

International Cargo Network April 2022 – July 2024

Role: Desktop Analyst II infrastructure Analyst – 4,000 employees

I interact and train the end user onsite, remotely by,

Engage proactively with end-users through help desk ticketing software (e. g, Service Now, Remedy) to swiftly resolve software and hardware issues related to computers, networks, I phones and printers. Your expertise will ensure users experience minimal downtime and maximum productivity.

I use and interact with end users through Azure console, in In-tune checking software hardware,both remotely and in-person, providing exceptional support. Address and resolve critical issues concerning Mac OS windows 10,11 Office 365, email, One Drive, SharePoint, Wi-Fi, VPN and multi-factor authentication (MFA) configuration .

Effectively manage user credentials by executing password resets in Active Directory, Azure, In-tune, Admin Center. While on boarding and off boarding processes by modifying company domain registrations hardware software to ensuring compliance with Azure standards and company policies.

IBM contractor Feb 2020 – Aug 2021

Role:Desktop Support Analyst – 6,500 employees

I interact and train the end user onsite, remotely by,

Used of Power shell Script to collect hash file workstations and laptops for new and existing employees.

I configured systems, ensured network connectivity, and installed hardware and software remotely for users.

I assisted with creating and reset passwords for Ivanta WiFi Mobile Pass Token Network Accounts for new employees.

Provided support for Citrix,Outlook, Exchange One Drive, and Mac OS Office 365 while creating multi-factor authentication for Azure Cloud accounts. I Logged ticket workflow in Service Now.

Identified issues, analyzed, and resolved them via remote, face-to-face, teams, Skype, or phone.

Talance contract Feb 2019 – Dec 2019

Role:Desktop Analyst III – 4,800 employees

I interact and train the end user onsite, remotely by, installing software on Mac OS,Windows 10,11 OS

I prepared computer, for new client, and network setups for conferences rooms.

I help in preparing legacy computer for migration are decommission a loan with on-boarding new employee.

RR Donnell contractor Nov 2017 – Mar 2018

Role: Technician Support – 400 employees

I interact and train the end user onsite, remotely by installing software on Mac OS,Windows 10,11 OS and

provided technical support for boxing and cell phone other products with in the warehouse,by repairing hardware Zebra Label Printers and HP computers.

Installed Flash software for I phones on HP computers and SSD cards to program HTC Kyocera iPhone.

Staging, Labeling and Deploying phones, Go-Live Support

Kelly contractor Oct 2013 – Jul 2017

Role: Client Analyst – 10,000 employees

Checked the warranty and replaced hardware parts such as CPU, memory, hard drive, network cards, etc.

Retired and replaced out-of-date desktops and laptops with new Dell IBM HP workstations desktops and laptops.

I used MDM tool alone with pushing software remotely client computer and to image all desktops, laptops, and tablets .

Migrate 100 PC’s in a week that were still under warranty and imaged new Dell workstation computer laptops tablets to Mac OS windows 10,11 and configured company standard and third party software.

Bench test all desktops and laptops workstations, hardware software before deployment to the end users.

Migrated all data PST for client mail document favorites mapping network drive, printer password reset Active Directory.

Total experience: 6 Years 8 months

Education

Technical College, Computer Learning Center

June,1998 – June,2000 Houston,TX

Sam Houston

Diploma Houston,TX

Certifications

Microsoft Certified Technology Specialist ID: 7904337

Microsoft Certified IT Professional ID: 7904338

Skills and Tools:

Advanced expertise in troubleshooting Office 365, One Drive, SharePoint, and Mac OS Windows10 11 OS networking issues, ensuring seamless operations.

Highly skilled in utilizing help desk ticketing systems, including Service Now, to streamline support processes.

Demonstrated proficiency in managing and configuring user credentials in Active Directory and Azure, enhancing security and access control.

Specialist in remote desktop support Laptops and system configuration using Power Shell, delivering efficient solutions for end-users.

Strong knowledge of desktop/laptop hardware Win 10, Win 11 & MS Office Mac OS daily operations and delivery processes Application,software installation and trouble shooting while using ticketing tools (Service Now) Windows system administration?Strong Troubleshooting Skills Hardware, operating system & software knowledge of laptops, desktops & mobile I phones devices, printers etc. Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc. Understanding of active directory, networking Hardware, operating system & software knowledge

*********@*****.*** M:713-***-**** Houston,TX 77020

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