Software Support Analyst
Current• Gained proficiency in all Windows operating systems including Windows 7 and 10.• Installed Windows server 2012 and 2016, and regularly performed maintenance and both software and hardware upgrades.• Trained new staff members on software best practices, operational protocol, and functionality to maximize performance.• Installed and administered Lotus Notes 8.5 for both in-house and remote employees. • Evaluated and administered the virus protection throughout the company with… Show more • Gained proficiency in all Windows operating systems including Windows 7 and 10.• Installed Windows server 2012 and 2016, and regularly performed maintenance and both software and hardware upgrades.• Trained new staff members on software best practices, operational protocol, and functionality to maximize performance.• Installed and administered Lotus Notes 8.5 for both in-house and remote employees. • Evaluated and administered the virus protection throughout the company with experience in Trend Micro, McAfee, Kaspersky and Norton. • Improved security by installing fraud detection software within banks.• Interfaced cross-functionally, while conducting research, deriving analysis, producing reports, and presenting research findings for continuous software support improvement. • Spearheaded multiple concurrent IT projects throughout the entire life cycle, including scoping, requirements gathering, client relations, leadership, conflict resolution, budgeting and updates to ensure on-time, within-budget completion.• Ensured client satisfaction and retention by timely offering proactive resolution ideas while driving actionable responses to questions, concerns, or challenges.• Provided onsite phone and remote desktop support to both customers and inter-office colleagues.• Managed all Active Directory, server backups, virus protection and annual disaster recovery testing.• Performed QA using Bugzilla and tested software on newest operating systems and hardware.• Created professional customer presentations to creatively communicate technical troubleshooting steps to resolve client discrepancies.• Software: MS Office Suite, Kaspersky, McAfee, Norton, Trend Micro• Systems: Windows Client 7 and 10, Windows Server 2012 and 2016 Show less
