It Analyst
San Francisco Bay Area
IT support for over 100 local users in addition to frequent guests from other OMM offices and external organizations. Responsibilities include but not limited to providing second level support on escalated issues from the Help Desk, ability to escalate problems to the appropriate Analysts, Programmers, Operations or Engineers when necessary. I assisted with information gathering and problem-solving of escalated hardware support issues. I bring over 20 years experience in a team-oriented IT structure to the table. Some of the hardware I've worked with include, HP/Compaq/Lenovo (IBM-ThinkPad) desktops/laptops/servers, HP, Samsung and Xerox printers. Experience in installation, relocation, and configuration of workstations. I have advanced knowledge and experience with the following tools; MS Office Suite, Win 2000/XP/Win 7/Win 8.1 in a wired/wireless network environment, Active Directory, DOCS Open, eDocs, Elite, internet, intranet, telephone, Cisco IP Phones, Blackberry Manager, email, Mobile Iron MDM software, setting up video conferences. Knowledge of Microsoft SMS, SCCM, Citrix Metaframe, Terminal Services, Nortel Contivity client, iPass, other Remote Access technologies and BMC ticketing system. Symantec and other personal firewall software experience are utilized. My current position requires exceptional customer service/people skills along with strong analytical and technical troubleshooting skills. Excellent written and verbal communication skills are a necessity. A strong work ethic, attention to detail and punctuality is a must and being a team player with a positive, friendly attitude is essential! The ability to multi-task and prioritize in a fast-paced environment with minimal direction is another key element of this position. I interacted with senior/executive level managers on a daily basis and am able to work a flexible schedule and overtime as needed.