Desktop Support Analyst

Desktop Support and Infrastructure Analyst

Stephen Olabiyi

240-***-**** ********@*****.*** Jessup, Maryland

Desktop Support Analyst with high levels of security experience by preparing all tools for work usage in all organizations. Good written and verbal communication skills, Able to maintain multitask projects. Always utilize all available resources or tool for works. Always ready to learn new technologies.

EDUCATION

Bowie State University Bowie, Md MSc in Management Information System Graduated

CERTIFICATION

CompTIA Security+

TECHNICAL SKILLS

Operating System: Windows {10,11, Server}, macOS, Linux

Hardware Support: Desktops, Laptops, Mobile Devices {iPhone, Android, Tablets, iPad}, Printers

Software Support: Microsoft Office Suite, Active Directory, VPN, Remote Desktop Tools, Genesys Cloud, Flexera, Domo,

Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN troubleshooting

Tools: SCCM, ServiceNow, VMware, Citrix, PowerShell, MDM.

Security: Antivirus management, Patch Management, Data Backup and Recovery

Other Skills: Documentation, Customer Service, Troubleshooting

PROFESSIONAL WORK EXPERIENCE

Stefanini Groups (MasterCard) Arlington, VA May 2024 till Date

Desktop Support/Infrastructure Analyst II{onsite}

Provide Tier 1 and Tier 2 support to resolve technical issues for end-user.

Document resolutions and create knowledge base articles for future reference.

Manage user accounts via Active directory and resolve login, profile and access issue.

Implement software updates, patches and security upgrades to main system integrity.

Configure, install, and troubleshoot hardware and software components, ensuring seamless connectivity and optimal performance.

Engage with end-user over the phone, in-person or remotely with Bomgar to identify and resolve their technical issues/concerns.

General reports in Excel for all assets data and conduct proper search for missing device.

Attend to all Work Order on queue with most recent update under note tab.

Escalate most unresolved issues to the appropriate group in ticketing system.

Multitask with maximum concentration when attending to end-users.

Monitor SLAs on ticket queues.

Build windows and iOS for user’s work activities as requested.

Update software and Apps to recent version

Active Directory used for resetting password and adding end-user to the correct OU.

Also Unlocked and Locked end-user account as requested by the organization.

Ability to correct accounts with errors, with Admin Privilege

Work with software engineers to fix most software with bugs issues.

Ability to create interaction tickets and incident tickets for all issues.

DXC Technology Hunt Valley, MD

Desktop Support /Infrastructure Analyst II {Hybrid} 2020-2024

Responded to service requests and provide on-site and remote support for various systems.

VDI used to access desktops and applications from anywhere, using a centralized server and a hypervisor to create virtual machines.

Assist end-user to set up workstation with all required Tool on their desks.

Possesses comprehensive knowledge of desktops, laptops operating systems and Ios and applications.

Participate in all inventories of laptops, desktops and peripherals.

Update Laptop/Desktops to recent BIOS

Image all laptops and Desktops for onboarding end-users

Offboarding tickets are updated as required.

Assisted in hardware deployment and configuration for new employees.

Performed system backup recovery and software installations.

Support various sites that requires travelling.

Uploading procedure for logging, reporting, and statistically monitoring desktop operation

Repair break Fix asset to company standard

Place all offboarding laptop to legal hold as required.

Participate in Disaster recovery testing exercises.

FOUR SEASON HOTEL Washington DC 2018-2020

Technical Support Representative 2{onsite}

Manage application configuration components to maximize performances, downtown and operation disruption.

Configured and installed HP PC’s, software and other peripheral devices such as scanner, desk phone, mouse, keyboards.

Provide technical support which includes password reset, unlock account, fixing software with bugs, provide BitLocker recovery keys, update outdated applications and software, fix laptops and desktops.

Respond to equipment failures, troubleshoot and repair equipment while providing user with productive communication/updates regarding the repair process.

Assign technology equipment to end-users and continually maintain accurate inventory of assets.

Advised users on suspicious/phishing email and how to report it in outlook.

Onboarding and Offboarding process for employees

Contact this candidate