It Support Analyst

Greg Gutknecht

***********@*******.*** 678-***-**** Atlanta, GA linkedin.com/in/greggutknecht PROFESSIONAL SUMMARY

Hardworking and dependable Tech Support Analyst with 10+ years of IT Support expertise. Adaptable and detail-oriented with a rich history of providing high level of customer service, resolving Tier 2 technical problems by using effective diagnostic techniques, investigating root causes, and implementing lasting solutions to achieve organizational goals and objectives. Committed to producing impactful results by embracing new technologies, providing high-quality support to end-users, and building collaborative partnerships with diverse teams in fast-paced environments WORK EXPERIENCE

HCL Global America Jan. 2020 – Oct. 2024

Field Services Specialist/Desktop Support Specialist Atlanta, GA

Provided computer hardware and software support to corporate end users via deskside, telephone, store visit, and remote support channels.

Identified, researched, performed troubleshooting and resolved hardware and application technical issues.

Traveled to corporate retail stores for onsite hardware and software application support

Documented and tracked issues providing necessary notes and feedback within At Your Service/Service NowTicketing Que.

CompuCom Aug. 2017 – Jan. 2020

Field Service Technician Atlanta, GA

Performed troubleshooting and repair of computer systems, servers, raid devices, uninterruptable power supplies (UPS), and hardware/point of sale (POS) systems

Diagnosed on-site mechanical hardware and software system failures using established procedures

Documented and tracked issues within the Clearvision/Astea Cloud ticketing system Georgia State Patrol

Help Desk Analyst 2

Jan. 2016 – Mar. 2017

Atlanta, GA

Provided computer hardware and software support to end users via desk-side, telephone, and remote support channels via LogMeIn and Microsoft System Center Configuration Manager (SCCM) on a variety of issues

Identified, researched, and resolved technical problems relating to mobile computing systems

Responded to telephone calls, emails, and personnel requests for technical support

Documented issues and steps to resolve

SKILLS

Skills: Remote Desktop, LogMeIn, At Your Service/Service Now, Dameware Remote, BomGar, SCCM, Active Directory, GSuite, Bluejeans, Citrix, Cisco Telepresence, Ivanti VPN, Cisco Any Connect, Windows 10&11, Microsoft Office 365

EDUCATION

Gwinnett Technical College

AAS – Network Administration, AAS – Information Security Military Service: U.S. Army Veteran

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