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Skillful Desktop Support Specialist resume

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Experience
IEX Group New York, NY System Administrator 03/2018 to Current
  • Manage and maintain Hyper-V and Failover Cluster for production virtual environments.
  • Implement and administer Windows Server 2016/2012 R2 environments.
  • Implement and administer CentOs 7.x environments for various business units.
  • Implemented and manage Nagios Core to monitor Hyper-V clusters, CentOs machines and core network switches in the production corporate environment.
  • Implemented and manage MobileIron MDM (mobile device management) system replacing Microsoft Intune.
  • Implemented IBM WinCollect with Information Security team to collect logs from Windows endpoints.
  • Develop Ansible Playbooks to implement automated deployment and configuration for Linux-side Infrastructure.
  • Developed python script to query Kerberos database to notify users about password expiration.
  • Developed python script for users to change their LDAP password from their Windows machine.
  • Create PowerShell scripts to automate tasks such as User account and contact creation, distribution groups memberships, DHCP Scopes and replicate domain controllers.
  • Manage and maintain Active Directory objects including users/groups/computers, Organizational Units, and Group Policy.
  • Manage and maintain Office 365 Enterprise production environment.
  • Implement SSO, MFA in Azure AD for various Service Providers.
  • Maintain VLANs and edge switch port assignments on Cisco switches in the production corporate environment.
  • Distribute monthly Microsoft patches for Windows 10 devices using WSUS. Also, distribute and patch applications using PDQ.
  • Responsible for On-boarding and off-boarding of employees on various multi-user systems.
  • Build desktops, laptops and VMs using Microsoft Deployment Toolkit.
  • Provide Tier I, II and III technical support to 110+ employees.
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Biotechnology Innovation Organization Washington, DC Desktop Support Specialist 11/2011 to 02/2018
  • Provided Tier I, Tier II and Tier III Desk side support to 175 employees.
  • Created and managed users, Distribution groups and computers using Microsoft Active Directory Users and Computers. 
  • Managed and maintained the Office 365 Admin Center.
  • Created and maintained User mailboxes and Distribution groups via Microsoft Exchange Management Console on Windows Server 2008 R2 prior to the move to Office 365 services.
  • Maintained and managed VLAN memberships on Dell and Cisco switches.
  • Implemented and administered Windows Server 2016/2012 R2/2008 Servers in the Environment.
  • VMware vSphere Client - Created and managed Virtual machines. Also, maintained and troubleshoot issues with virtual machines.
  • VMware View Administrator - Maintained and updated Virtual Machine and desktop Pools in VMware vCenter.
  • Created documents, procedures and guidelines for general IT related issues for end users.
  • Maintained and updated PowerShell scripts and batch scripts for Microsoft Exchange and Active Directory respectively.
  • Phone management - Setup company email on company and personal phones via Meraki Systems Manager.
  • Setup and deploy desktops and laptops using Acronis True Image. Also, repaired laptops and desktops for employees.     
  • Monitored and maintained the Equipment inventory.
Home Paramount Pest Control Forest Hill, MD IT Support Administrator 06/2009 to 11/2010
  • Maintained and updated company's internal and external websites using DotNetNuke.
  • Provided desktop support to 80 users through monitoring phone and e-mail.
  • Provided Helpdesk support to over 200 employees via phone, RDP, VNC and Windows Remote assistance.
  • Maintained and updated Windows 2008 Server Active Directory.
  • Built, installed, configured and repaired laptops and desktops for employees.

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Job-winning Desktop Support Specialist resume

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Professional Summary

Detail-oriented and innovative IT professional who excels at leading product strategy and business development using in-depth knowledge of market trends. Accustomed to managing multiple projects and priorities in fast-paced environments. Seeking a Business Analyst position located in Austin in order to bring a proven track record of problem analysis and solution development of business application environments to a dynamic team. 

Technical Proficiency

-C++ -Assembly JAVA HTML LabView  Python  SQL  Windows XP/ Vista/7/8/10  CentOS   Windows Server 2003/2008/2012   Linux   Mac X OS   Microsoft Office Suites SharePoint 2007/2010/2013   Oracle   Visio   Lync   Adobe Photoshop   ServiceNow   SAP   Citrix XenMobile  Citrix Xen App   ActiveRoles Server

Skills
  • Proven leadership and ability to influence cross-functional teams
  • Strong attention to detail with organizational, planning, and time management skills 
  • Business process improvement  
  • Solid written and oral communication skills
  • Familiar with documenting business processes for project purposes
  • Adept in managing people, processes and projects in a heavily matrixed organization structure
Work History
Desktop Support Specialist, 12/2016 to Current
 Alorica – Houston, TX
  • Responsible for providing day to day support of configuration of all new equipment including installation and updating of software, as well as troubleshooting and network connections
  • Reduced number of open tickets by (enter percentage) by analyzing, categorizing & prioritizing all open issues recorded
  • Installed, configured, monitored and troubleshot phones on digital and IP systems to support nearly (enter number) employees
  • Improved customer satisfaction and reduced costs by resolving incidents in a timely manner using ServiceNow ticketing system
  • Imaged, updated and deployed desktop and laptop PC's and Macs with use of SCCM (spell out)
  • Assisted managers with assessing and managing risk through the project lifecycle by documenting project scopes, goals, resources and deliverables
Remote Desktop Technician (Contract) , 07/2015 to 03/2016
 JP Morgan Chase – Houston, TX
  • Responded to requests for technical assistance in person via phone and remotely for the following technologies: Citrix, Active Directory, Microsoft Office Suite and Lotus Notes
  • Provide base level IT support to service resources team involved in customer resolution to ensure effective customer communication and incidents are resolved in a timely manner
  • Maintained high departmental standards for quality and productivity metrics
  • Utilized Vulcan/Peregrine/CRC ticketing system to manage and process incidents and requests
  • Troubleshot, analyzed, resolved, tracked, escalated, and accurately documented various technical problems relating to the VDI Infrastructure and VDI Thin-client hardware
Systems Analyst (Contract) , 11/2014 to 05/2015
 Marathon Oil Corporation – Houston, TX
  • Collaborated with developers testers and end users to ensure technical compatibility 
  • Evaluated potential software products based on new and existing system development and migration requirements 
  • Reduced response time to clients on issues reported in the production environment to (enter number of days)
  • Analyzed and resolved incidents and requests regarding use of application software or hardware
  • Provided troubleshoot for internal and external users while working on help desk
  • Documented resolutions and updated self-help and staff knowledge bases
  • Developed cost effective solutions to meet customer business requirements using IT Services Management (ITSM) and ITIL methods and strategic technology infrastructure planning
IT Technical Lead, 06/2012 to 05/2014
 Prairie View A&M University – Prairie View, TX
  • Provide technical support to team members and members of other departments integral to the successful completion of modules
  • Repaired and maintain over 400 computers (PC and Mac) in twelve special purpose laboratories while coordinating teams responsible for managing laboratories
  • Trained faculty, staff, and students to use computer hardware, software, assigned applications and technical programs
  • Evaluated and conducted technical and functional research and analysis
  • Assisted in re-imaging/deploy (DeployStudio) Smart room classrooms and data centers labs involving Mac OS X (Lion, Mountain Lion, Maverick) and Windows 7/8 OS
  • Updated legacy servers into virtual cloud server by installing a new blade center, ups, and memory resulting in (define end result) 
  • Participated with Information Technology (IT) management in planning, organizing, and analyzing new and current systems applications and associated processes
Business Systems Analyst, 02/2007 to 05/2011
 Prairie View A&M University – Prairie View, TX
  • Provided technical assistance in identifying, evaluating, and developing systems and procedures that were cost-effective and met user requirements
  • Worked closely with manager to analyze & understand NASA business requirements and perform systems set up of the L-3 Communications lab involving CentOS installation and configuration
  • Protected the stability of clinical systems by analyzing, defining, coordinating, and implementing desktop application upgrades and software/hardware maintenance
  • Documented design requirements, process flow, data flow, and database, including existing practices, procedures, and policies
  • Performed root cause analysis on failed components and implemented corrective measures
Education
Bachelor of Science: Computer Engineering Technology, May 2009
 Prairie View - Prairie View, TX
Master of Science: Computer Information Systems, August 2014
 Prairie View - Prairie View, TX

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Experienced Desktop Support Specialist resume

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Professional Summary

Certified IT professional experienced in providing technical support with minimal supervision. Knowledgeable in troubleshooting, networking and system management. Optimistic, self-starter with excellent communication skills; exposure to leadership experience with a passion for success that is performance driven and focused on productivity, teamwork, and dedication to excellence.

Skills
  • Windows Operating Systems
  • Networking (TCP/IP, DHCP, DNS)
  • Diagnosis & Troubleshooting
  • Active Directory
  • Hardware/Software Support
  • Malware Protection
  • Quality Assurance
  • Mobility and Devices
  • Hardware Assembly
  • Virtualization
  • Application and Server Monitoring
  • Database Management
Work History
Desktop Support Specialist, 07/2018 to 12/2018
 CompuCom Systems Inc. – Fort Mill, SC
  • Used ticketing systems to manage and process actions taken.
  • Escalate problems and issues to a higher level of support
  • Interface with other technicians, operations, and customers and makes decisions on operating procedures, analytical approaches, and configuration options.
  • Built and provided end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Trained users on technical resources, including desktops, laptops and mobile devices.
  • Configured security protocols and user accounts.
  • Consistently met deadlines and requirements for all production work orders.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
Help Desk Support (Temporary), 09/2017 to 12/2017
 Bank of America – Charlotte, NC
  • Managed call flow and responded to technical support needs of customers.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Resolved password resets, Network connectivity, and application inquires.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Prepared reports and communication for senior management and clients.
  • Maintained personal knowledge of recent environmental/software updates to ensure accurate customer communication
Customer Service Representative, 01/2017 to 12/2017
 Spectrum – Charlotte, NC
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Reviewed and solved account and billing discrepancies.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Accurately documented, researched and resolved customer service issues. 
  • Described product to customers and accurately explained details and care of merchandise..
  • Answered customer questions about product availability and processing times.
Customer Service Representative, 09/2014 to 06/2016
 Convergys Corporation – Charlotte, NC
  • Answered a constant flow of customer calls with up to 200 calls in queue per minute
  • Provided 4G LTE support and for Wi-Fi enabled vehicles.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.

Quality Assurance Associate Experience

  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Met or exceeded service and quality standards every review period.
Education
Certification Program: Information Technology My Computer Career - Charlotte, NC

Anticipated Gradation 08/2019
Certification: Information Technology, 2018
 IT Ready Program - Charlotte, NC

From 01/2018 - 06/2018
Associate of Science: Simulation and Game Development, 2014
 Central Piedmont Community College - Charlotte

From 06/2010 - 05/2014
Certifications & Training
  • CompTIA A+ 
  • Microsoft Technology Associate (MTA), Server
  • Microsoft Technology Associate (MTA), Security
  • Microsoft Technology Associate (MTA), Networking
  • Linux Essentials


Additional Certifications will be obtained  in 2019 including through an accredited training program, including:

  • CompTIA Server +, CompTIA Networking +, MTA Mobility, Microsoft Windows 10, and CCNA


Banking & Call Center Service Training - Customer Service , Solution Selling, Call Center Fundamentals, Teller Services, Office Administration, Lock-box Operation, Bank Regulatory Compliance , Microsoft Office Suite 2010, Cloud Technology and Social Media Etiquette.

System Knowledge

Windows (XP, 7, 8, 8.1, Vista, and 10), Linux (Fedora, Ubuntu), Mobile Devices (Mac OSX, Android, iOS, Windows Phone), Microsoft Office 2003 and higher, Office 365, C#, Microsoft Visual Studio, Adobe (Photoshop, Acrobat), ServiceNow, Microsoft Exchange, Workday, Salesforce, Citrix, FDR, Microsoft Active Directory, Terminal and Thin Client Systems, RSA Token, Oracle VirtualBox, Gaming Engine (Unity and Unreal Engine), ADP Portal, Kronos, VIOP, Avaya Communicator

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