Professional Summary
A solutions-focused help desk specialist skilled in providing rapid, in-depth customer support. Proven ability to diagnose problems, find the root cause and supply lasting solutions. Extensive end-user training experience. Experienced in communicating complex information in an easily understood format to a diverse customer base. Proficient in several operating systems and applications. A solid reputation for professionalism and responsiveness.
Work Experience
MSP (2020-Present)
IT Desktop Support Analyst
- Delivered Tier I and Tier II support, addressing both common and escalated technical issues for onsite and offsite employees
- Focus on creating, updating, and removing user accounts for a large-scale operation
- Address and resolve various computer hardware and software issues for employees in 50+ office locations
- Provided timely, thorough responses to email, phone, and in-person requests and inquiries
- Disconnected, transported, and reconnected employee computer systems as needed
- Coordinate prompt emergency responses to prevent loss of any key corporate data
- Drafted new step-by-step technical instructions for several of the company’s most-used software programs
- Boosted information security by formalizing and standardizing various data backup procedures
- Responsible for procurement, installation and life-cycle maintenance of IT hardware and software (including PCs, peripherals, servers, networking equipment, operating systems and other software.
- Managed and supported companywide windows 11 enterprise upgrade.
- Responsible for local inventory maintenance and software license management.
- Provided after-hour phone support for operational issues.
Global Technology Services (2018-2020)
IT Helpdesk/ Desktop Support
- Responded to and resolved incidents and service requests for workstation services in ServiceNow.
- Documented work logs and resolution of tickets in ServiceNow system to ensure that the information is available to the rest of the End User Services team and the Service Desk.
- Provided remote support to end-users using Microsoft SCCM remote control, TEAMS and Skype.
- Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc.
- Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
- Set up secure Wi-Fi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
- Knowledge of remote desktop connections, peer-to-peer file sharing and other applications associated with remote IT assistance.
- Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner
- Performed printer configuration, installed printer’s maintenance kits, and installed software updates as needed.
- Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management
Mortgage Company (2017-2018)
Desktop Support Specialist
- Installed, configured and modified hardware and software to ensure optimal performance
- Diagnosed, troubleshot and resolved a wide range of software, hardware and network issues
- Performed routine system and user administrative tasks, such as system specification changes or deletion of employees on the company’s various systems
- Provided remote support to end-users using GoToAssist, TeamViewer and Skype
- Communicated with customers to minimize the impact and severity of service interruptions and escalated as appropriate, ticketing each issue and followed through until resolution
- Performed hardware and account setups for new employees
- Implemented company polices, technical procedures and standards for preserving integrity and security
- Maintained service-level agreements and quality assurance
- Directly supported vendors to resolve specific hardware and software issues
- Trained all new employees on all software and hardware used within the company
- Managed, maintained and tracked shipping assets and inventory
Medical Device Company (2016-2016)
IT Support Analyst
- Structure policies and processes for IT and Ops Departments
- Manage, train and implement support ticketing system
- Manage support for 60 remote employees in the U.S
- Train all new employees on all software used within the company
- Manage, maintain, track and shipping assets and inventory
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone.
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about computer usage.
- Run reports to determine malfunctions that continue to occur.
Engineering Company (2010-2016)
IT Support Specialist
- Significantly reduced workstation set up time by developing a disk cloning procedure to streamline operating system implementation and security properties configuration.
- Responsible for procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, and servers, networking equipment, operating systems and other software.
- Administered user accounts using Windows 2008 Active Directory Users and Computers.
- Responsible for local inventory maintenance and software license management.
- Responsible for maintenance of systems documentation such as IM&T operations manuals.
- Received troubleshooting calls and repairs malfunctioning equipment to assist remote users.
- Provided new staff with new hire orientation and PC/account setup.
- Setup multifunctional devices including Xerox 7775/5790, Polycom Sound Station and Polycom HDX
- Assisted in the plan of the overall printing cost for the office by 43%.
- Managed and supported company wide windows 7 enterprise upgrade.
- Responsible for monitoring data backups in offices to ensure that they are completed on a regular basis.
- Provided after hours phone support for operational issues.
- Assisted users in regaining connection with their home and remote computers.
- Changed and unlocked user passwords when needed through active directory.
- Administrated the Avaya IP Phone System for extensions, conference calls, VoIP, auto-attendants.
- Setup conference rooms for video conferencing and presentation.
Education
- Computer Engineering (Bachelor’s)
Skills/ Technical Proficiencies
- Software: MS Office (Word, Excel, Outlook, PowerPoint, Access); VMware applications; Salesforce; anti-virus programs
- Networking: LAN & VPN/Remote Connectivity, TCP/IP
- ITIL incident management service processes
- ServiceNow
- Remedy
- Safari
- Laptops
- Telephony Systems
- Printers
- Routers
- Modems
- Unix
- NetWare Servers
- Citrix
- Active Directory
- VoIP
- Operating Systems
- Computer Networking
- Microsoft 365 support
- NinjaOne
- ConnectWise
- ITGlue
- HaloPSA
- OpenVPM
- WatchGuard
