Desktop Support Analyst Resume

Title
Desktop Support Analyst

Primary Skills
MCSA, MCP and MCDST certified, PC / Software / Printers / Network Troubleshooting, Process Improvement, Data Recovery...

Location
US-OH-Cleveland

Posted
Jul-29-09

CAREER SUMMARY
Experienced Microsoft MCSA, MCDST and MCP certified IT Professional.
Strong technical and analytical skills matched with an ability to keep
things simple resulted in tens of thousands of dollars in savings for
employers. Experienced in small to mid-size companies up to multi-billion
dollar organizations. Working on MCSE certification.

Special skills:
* MCSA Certified
* MCDST Certified
* MCP Certified
* Process Improvement
* Cost Reduction
* PC / Network troubleshooting
* Computer / Printer Repair
* Remote Support
* General Electronics Knowledge


PROFESSIONAL EXPERIENCE

Peak Systems Inc. New York, NY July 2008 -- Present

Field Service Contractor for HP, Cleveland area
* PC/Laptop maintenance and upgrades
* Printer and MFD service

AmTrust Bank, Cleveland, OH June 1997 -- May 2008

Desktop Support Analyst II, October 2005 -- May 2008
* Provided Tier 2 software and hardware support for up to 3000 end
user PCs and 700+ printers in Windows XP \ Windows Server 2003
environment.
* Imaged and deployed PCs and Laptops using Ghost.
* Supported remote sites using Cisco VPN Client, SMS, Microsoft remote
desktop and remote assistance agent.
* Managed Active Directory computer and user accounts using DRA.
* Supported Blackberries and Pointsec laptop encryption.
* Maintained and managed (WebJetAdmin 8.0, 8.1, 10.0) HP laser
printers, MFD's, Craden banking printers.

IT Infrastructure Analyst December 2003 -- October 2005
* Support of Ohio branches and Operation Center.
* PC and printer support and repair.
* Handled server and communication equipment installations.

System Field Engineer June 1997 -- December 2003
* Provided support services for bank equipment and PC users.
* Trouble-shot software, hardware and Data Communication problems.
* UNISYS BTOS terminals and master support.

EDUCATION

Master of Science: Electronic Engineering Odessa Polytechnic University

Associate Degree in Electronics Odessa Technical College




Achievements:

Desktop Support Analyst II, IT Desktop Support

* Analyzed repair data over 6 month period and provided solutions to
upper management on how to decrease the quantity of repair
requests. Implemented improvements led to a 4% decrease in
targeted problems.
* Designed procedure to recover data from encrypted laptops in the
event of hard drive failure with 80% recovery success rate.
* Designed procedure to restore encrypted laptops to usable state
after file system or registry corruption. New procedure repaired
laptops in 10-30 minutes, as compared to 4-7 hours for laptop
rebuilds and led to thousands of dollars saved on repairs.
* Worked with HP to resolve LaserJet 4350 printers' failures of
swing plate gears. As a result of personal intervention, HP
provided replacement swing plate assemblies for 28 printers free
of charge saving company thousands of dollars in off-warranty
repairs.


IT Infrastructure Analyst, IT Field Service

* Identified infrastructure problem at Operation Center causing the
loss of network access. Collaboration with engineering on problem
resolution virtually eliminated downtime.
* Implemented process of loading new PCs using remote desktop
connection leading to the ability to load 5 times more PC's
compared to standard process.
* As part of Field Support Team, optimized branch server deployment
schedule to finish installation 2 weeks ahead of schedule.


System Field Engineer, IT Operations

* Investigated high failure rate of UNISYS monitors and designed
repair process allowing monitors to work for several years after
repair. Prior failure rate was within 3 months after repair.
* Designed rebuild procedure for print heads of UNISYS printers.
Reduced replacement cost by $350 per unit.
* Repaired UNISYS monitors and banking printers, saving over $20,000
per year on repairs and parts.
* Saved up to $100K in shipping and repair costs by identifying a
problem with aging printers reading paper size incorrectly.
Modification of the software compensated for printer errors and
prevented unnecessary repairs.

Certifications
MCSA, MCDST, MCP. Working on MCSE


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