desktop support analyst
- Followed up with customers to ensure issue has been resolved.
- Troubleshot, diagnosed and resolved complex PC issues involving configuration, active directory, Windows 7, 10, Office 2013, Office 365, remote access, VPN & Outlook issues concerning end users moves, additions and changes.
- Monitored all requests and assign to correct group.
- Escalated to Team Lead any issue that needs more investigation. Created and maintained ticket tracking system by following the escalation matrixes per company policy.
- Installed, Upgraded, Configured, Supported & Troubleshot Switches, Routers and wireless access pointing in an Enterprise Environment.
- Installed, Supported & Troubleshot ASA Firewalls in an Enterprise Environment
- Managed and provided technical support for mobile devices/iPhones/iPads etc.
desktop support analyst
- Provided technical support for computer incidents, desktop (hardware/software), and third-party software/hardware applications
- Handled the Responsibility of direct client support via phone for a 24/7 call center.
- Installed, upgraded, supported and troubleshot Enterprise Applications hosted on Windows OS and MAC.
- Installed, configured, tested, maintained, monitored, and troubleshot end-user workstations, related hardware, and software like Microsoft office suits including office 365 on a Window 8.1 environment.
- Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
- Maintained and Supported Windows Server 2008 and 2012 DNS, DHCP, Active Directory and File Server.
- Configured user profile including password and join desktop/laptops to the domain through active directory. Coordinate Troubleshooting network connectivity in a LAN/WAN environment.
desktop support analyst
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Provided phone support to employees, contractors and vendors related to computer, application, VPN, phone & printer issues. Triage (remote into customer’s machines if necessary).
- Used Knowledgebase to research known solutions.
- Utilized Active Directory to provide account creation and password resets.
- Utilized and Monitor tickets using Remedy Helpdesk System in providing first level support to all in bound calls.
- Entered all incidents, requests into Service Desk Manager (tool).
- Kept all tickets up to date with all troubleshooting steps taken and how resolved.