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1

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.
2

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.
3

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.