IT Client Services Analyst
New York University
Total years of experience :18 years, 4 Months
• Providing technical support for internal and external users through email, telephone and in-person.
• Imaging iMac, MacBook, desktop and laptop using a standard company image, SOE build and desktop management.
• Imaging desktops and laptops using a standard company image, SOE build and desktop management.
• Handling user complains over the phone, in-person, connecting remotely and via emails.
• Supporting and troubleshooting Apple products such as MacBook, iPad and iPhone.
• Conducting problem diagnostics using appropriate hardware, software and network management tools.
• Perform IT technical service delivery role including support of desktops, servers, and networks.
• Implement IT solutions both hardware and software to users in the program.
• Perform problem isolation and resolution for user IT issues.
• Implement and support Windows XP and Windows 7 desktop environment, Windows 2003 servers, Video Teleconferencing, LAN-WAN infrastructure, telephony and Blackberry technologies.
• Identify and isolate technical issues and initiate action as appropriate.
• Consult with business partners to resolve complex international IT problems and issues.
• Analyse installation and problem management performance data to increase quality and reduce variation and rework.
• Document and deploy technical processes and procedures.
• Collaborate with service providers, technical design teams, peer organizations, and customer IS focal organizations to satisfy IT requirements.
• Resolving user inquiries regarding hardware and applications problems in a timely manner.
• Creating and managing user accounts in Active directory and MS Exchange server.
• Management of user problems throughout the process and keeping users informed of progress.
• Troubleshooting and resolving remote connectivity issues with users from the server.
• Maintaining inventory of all licensed applications, hardware and systems.
• Setup video and audio conference for users in the company.
• Supporting and troubleshooting Apple products such as MacBook, ipad and iphone.
• Conducting problem diagnostics using appropriate hardware, software and network management tools.
• Creating and managing user accounts in Active directory and MS Exchange server.
• Management of user problems throughout the process and keeping users informed of progress.
• Resolving user’s issues by taking control of the PC with remote software ‘Dameware’.
• Working on day-to-day business issues with desktop support engineers and onsite support administrators from other team; a team of 4 including me in Sydney branch and 3 in Melbourne branch.
• Troubleshooting issues with Windows 7/ XP, office 2013/10/07, VMware environment and basic networking problems.
• Monitoring and support corporate network.
• Backup / restore of locally stored data files from client’s laptops and desktops. Daily, weekly, and monthly, mapping network drive of the server.
• Changing backup tapes from the backup server library on a weekly basis.
• Win XP to Win 7 deployment, roll-outs, upgrades and support for the project.
• Explaining technical problems to users in a simpler and understandable form.
• Assisting in network and voice (IP phone) related issues to network team.
• Troubleshooting the network connectivity on the user desk network ports and changing of network cables in the ports based in the network switches.
• Troubleshooting computer and printer failure.
• Troubleshoot and resolve software and hardware problems, printing problems.
• Working unsupervised and adapting to rapidly changing environment.
Project Management Professional