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Click here or scroll down to respond to this candidateLuis Salcedo Desktop AnalystEMAIL AVAILABLEPHONE NUMBER AVAILABLEPhiladelphia, PAProfessional SpecializationResults-driven Desktop Analyst with over 14 years of experience in delivering high-quality IT support services in dynamic, fast-paced environments. Adept at troubleshooting hardware, software, and network issues, with a proven track record of improving system performance and user satisfaction. Skilled in Windows environments, Active Directory, Office 365, and remote desktop tools. Strong background in ITIL practices, ticketing systems (ServiceNow, Zendesk, Jira), and scripting (PowerShell, JavaScript). Skilled in proactive monitoring, system maintenance, and recommending innovative technologies that results in decreased system downtime and high customer satisfaction.Tools: Microsoft Windows, Active Directory, Office 365, ServiceNow, Zendesk, Jira, SysAid, Intercom, VMware, Confluence, Hyper-V, Microsoft Azure, Remote Desktop Protocol (RDP), TeamViewer, Slack, LogMeIn,VNC (Virtual Network Computing), VoIP, SaaS, PowerShell, Microsoft Configuration Manager (SCCM), SQL (Structured Query Language), Google Workspace, TCP/IP, DNS (Domain Name System), DHCP (Dynamic Host Configuration Protocol), VPN, JavaScriptTechnical SkillsAdvanced Troubleshooting: Expertise in diagnosing and resolving complex hardware, software, and network issues.Operating Systems: Proficiency in Windows environments, including installation, configuration, and maintenance.Active Directory: Skilled in managing user accounts, permissions, and group policies.Office 365 Administration: Experience with managing and supporting Office 365 applications and services.Remote Desktop Support: Competence with remote desktop tools such as Remote Desktop Protocol (RDP), TeamViewer, LogMeIn and VNC.ITIL Practices: Knowledge of ITIL frameworks for managing IT service delivery and support.Ticketing Systems: Proficiency in using and managing IT support ticketing systems like ServiceNow, Zendesk, Heat, SySaid and Jira.Scripting: Ability to write and execute scripts using PowerShell, to automate tasks and improve efficiency.Network Configuration/Maintenance: Understanding of network setup, configuration/maintenance, and troubleshooting, including TCP/IP, DNS, DHCP, and VPN.Security and Compliance: Awareness of security protocols and practices, including endpoint security, antivirus solutions, and compliance standards.Virtualization Technologies: Skilled in setting up, configuring, and maintaining virtual environments using technologies like VMware and Hyper-V.Cloud Services: Proficiency in managing and supporting SharePoint and Azure Cloud Services, including deployment, configuration, and maintenance.IT Service Management (ITSM): Experience with ITSM tools and practices to ensure efficient and effective delivery of agile IT services throughout all levels of an organization.Computer and Mobile Device Management: Experience in tracking and managing IT assets to ensure accurate inventory and optimal utilization, as well as proficiency in deploying, managing, and securing mobile devices (MDM) within an organization.Soft SkillsProblem-Solving: Able to identify, analyze, and resolve complex technical issues efficiently.Communication: Strong verbal and written communication skills to explain technical issues and solutions clearly to non-technical stakeholders, while documenting processes and procedures.Attention to Detail: Precision in handling system configurations, updates, and monitoring to prevent errors and ensure system stability.Time Management: Effective prioritization and management of tasks to handle multiple responsibilities and meet service level agreements (SLAs) without compromising on quality.Stakeholder Support: Providing excellent support to end-users, understanding their needs, and addressing their concerns in a professional and empathetic manner.Adaptability: Flexibility to handle changing technologies, shifting priorities, and evolving project requirements in a dynamic environment.Critical Thinking: Evaluating complex situations and making informed decisions based on evidence and analysis, rather than assumptions.Continuous Learning: Commitment to staying updated with the latest technologies, industry trends, and best practices through ongoing education and professional development.ExperienceHelp Desk Analyst Tier II/Contactor Philadelphia, PAAmtrak February 2024 to July 2024Delivered expert technical support for computer, system, software, and hardware issues, ensuring efficient problem resolution and high user satisfaction.Installed, modified, and repaired computer hardware, improving system reliability and performance.Guided users through structured troubleshooting processes, facilitating effective issue resolution.Utilized ServiceNow for detailed documentation of help desk tickets, ensuring precise tracking and resolution.Resolved complex issues related to LAN, WAN, and other critical systems, maintaining operational continuity.Addressed peripheral issues with printers, faxes, and other devices, ensuring smooth office operations.Managed Active Directory tasks, including password resets and account unlocks, maintaining system security.Configured and deployed new workstations and laptops, including setting up and configuring VPNs and remote desktop services while supporting user onboarding and technology upgrades.Diagnosed and resolved VPN connectivity issues, ensuring secure and reliable remote access.Managed inventory of hardware and key components, ensuring accurate tracking and availability for timely deployment.Help Desk Analyst Contactor Philadelphia, PAPenske Truck Rental August 2023 to December 2023Delivered expert technical support for computer, system, software, and hardware issues, ensuring efficient problem resolution and high user satisfaction.Addressed and resolved issues related to networked printers, Zebra printers and other peripherals, ensuring smooth operation of all devices.Troubleshot and resolved application issues to improve user productivity and system performance.Managed inventory of hardware and key components, ensuring accurate tracking and availability for timely deployment.Diagnosed and resolved VPN connectivity issues, ensuring secure and reliable remote access.Resolved technical issues with LAN, WAN, and other systems, ensuring stable network operationsSenior Help Desk Analyst Philadelphia, PASellers Dorsey LLC June 2021 to December 2022Performed on-site and remote analysis, diagnosis, and resolution of first and second-level technical issues, ensuring effective problem resolution.Addressed and resolved issues related to printers, faxes, and other peripherals, ensuring smooth operation of all devices.Troubleshot and resolved application issues to improve user productivity and system performance.Managed inventory of hardware and key components, ensuring accurate tracking and availability for timely deployment.Provided on-site support for conference and boardroom rooms, including setup and troubleshooting of Teams video conferencing systems.Administered Azure Active Directory, handling group policy management, permissions, and account provisioning.Delivered support, maintenance, and administration for Exchange/Office 365, including account provisioning and distribution group management.Acted as the primary contact and administrator for the document management system (SharePoint), overseeing document handling and access control.Assisted with server maintenance and configuration, including basic system administration tasks and user account management.I.T. Support Technician/Deployment Technician Contractor Philadelphia, PAPhiladelphia Health Department April 2020 to June 2021Delivered expert technical support for computer, system, software, and hardware issues, ensuring efficient problem resolution and high user satisfaction.Installed, modified, and repaired computer hardware, improving system reliability and performance.Guided users through structured troubleshooting processes, facilitating effective issue resolution.Utilized SySaid for detailed documentation of help desk tickets, ensuring precise tracking and resolution.Resolved complex issues related to LAN, WAN, and other critical systems, maintaining operational continuity.Addressed peripheral issues with printers, faxes, and other devices, ensuring smooth office operations.Managed Active Directory tasks, including password resets and account unlocks, maintaining system security.Configured and deployed new workstations and laptops, including setting up and configuring VPNs and remote desktop services while supporting user onboarding and technology upgrades.Diagnosed and resolved VPN connectivity issues, ensuring secure and reliable remote access.Deployment Technician Philadelphia, PAPepper Hamilton LLP August 2019 to December 2019Imaged and configured desktops and laptops, adhering to deployment standards and ensuring consistency.Installed, modified, and repaired hardware, maintaining system performance and user satisfaction.Verified restoration of mapped drives, printers, and user data, ensuring seamless transitions post-deployment.Tested applications to ensure proper functionality following deployment.Documented all deployments and related issues, maintaining comprehensive records for future reference.Help Desk Analyst Contractor North Wales, PAIcon Clinical Research July 2018 to June 2019Configured and imaged new laptops, ensuring efficient deployment using the distribution server.Provided technical assistance for computers, systems, software, and hardware issues, ensuring high user satisfaction.Installed, modified, and repaired hardware and software, maintaining optimal functionality.Guided users through problem-solving, ensuring swift and effective resolution.Utilized ServiceNow for help desk ticket management, maintaining accurate and detailed records.Resolved technical issues with LAN, WAN, and other systems, ensuring stable network operations.Addressed and resolved peripheral issues, maintaining seamless functionality of office equipment.Help Desk Analyst Contractor Philadelphia, PAMetLife Financial April 2018 to July 2018Provided comprehensive technical support for computer, system, software, and hardware issues.Installed, modified, and repaired hardware and software, ensuring peak performance and reliability.Guided users through troubleshooting processes, ensuring effective issue resolution.Utilized ServiceNow for help desk documentation, maintaining detailed records of support activities.Resolved technical problems with LAN, WAN, and other systems, ensuring network stability and performance.Addressed and resolved issues with printers, faxes, and peripherals, ensuring smooth operations.Technical Support Analyst Contractor Philadelphia, PABimbo Bakeries USA Corporate Office June 2015 to April 2018Provided technical assistance and support for queries and issues related to computers, systems, software, and hardware.Installed, modified, and repaired computer hardware and software to maintain system functionality.Guided users through the problem-solving process, ensuring efficient issue resolution.Utilized ITworks to document help desk tickets, maintaining accurate records.Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems, ensuring network stability.Resolved issues related to printers, faxes, and other peripherals, ensuring seamless operations.Troubleshot and resolved application and VPN issues, enhancing user productivity and maintaining secure remote access.Managed user accounts and computer assignments in Active Directory, ensuring proper access control.Reset passwords and unlocked user accounts in Active Directory, maintaining security and access integrity.Added users to appropriate Distribution Groups and Security Groups using Active Directory.Created and imaged new workstations for new users, ensuring readiness and consistency.I.T. Support Technician Tier 2 Philadelphia, PAResource for Human Development March 2014 to April 2015Provided technical assistance and support for computer, systems, software, and hardware queries and issues.Installed, modified, and repaired computer hardware and software to maintain optimal functionality.Guided users through the problem-solving process, ensuring efficient issue resolution with high customer satisfaction.Utilized Zendesk to document help desk tickets, maintaining accurate and detailed records.Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to ensure network stability.Addressed and resolved issues related to printers, faxes, and other peripherals, ensuring seamless operations.Troubleshot and resolved application issues, enhancing user productivity and system performance.Assigned users and computers to appropriate groups in Active Directory, ensuring proper access control.Reset passwords and unlocked user accounts in Active Directory, maintaining security and access integrity.I.T. Support Technician Contractor Philadelphia, PAPenn Medicine June 2013 to July 2013Flashed, configured, and set up VOIP phones, ensuring seamless functionality and user readiness.Trained staff members on the use of new VOIP phones, enhancing their communication capabilities and efficiency.Prepared and deployed technical equipment, ensuring all necessary components were available and properly configured.Help Desk /Technical Support Contractor Philadelphia, PANeat/Micro Data Sys Inc. February 2013 to May 2013Configured, installed, and repaired computer hardware to ensure optimal functionality and reliability.Configured and installed operating systems, applications, and company software, maintaining system performance.Assisted in the configuration, deployment, and training of the VOIP system, improving communication infrastructure.Supported computer users with software applications, enhancing user productivity and efficiency.Configured, networked, and deployed new laptops and desktops, ensuring seamless integration into existing IT environments.Provided technical support for customers in a call center environment, resolving issues and ensuring high customer satisfaction.Help Desk /Technical Support Contractor Philadelphia, PAMetaVisTech December 2012 to January 2013Conducted comprehensive training sessions on new products, resulting in an improvement in user proficiency.Delivered technical support through email, phone, and screen share, ensuring efficient issue resolution and high customer satisfaction.Documented help desk ticket resolutions, ensuring accurate records and facilitating knowledge sharing.Provided software tutorials, enhancing user proficiency and productivity.Customer Service/Technical Support Contractor Philadelphia, PADrexel University February 2012 to October 2012Configured, installed, and repaired computer/VOIP systems, and applications to ensure optimal performance and reliability.Applied patches and updates to company software, maintaining security and system integrity.Provided troubleshooting and resolution for technical issues enhancing user productivity and efficiency with minimal system downtime.Configured, networked, and deployed new laptops and desktops, ensuring seamless IT integration.Managed desktop computer migrations to new operating systems, including end-user training, minimizing disruption.Help Desk / Technical Support Contract Philadelphia, PAColliers International May 2012 to July 2012Configured and repaired computers and software, ensuring optimal performance.Assisted with VOIP system deployment, improving communication capabilities.Supported troubleshooting for technical issues, enhancing productivity and efficiency.Help Desk/Technical Support Philadelphia, PAAv8 Inc. July 2010 to July 2011Resolved remote and on-site helpdesk issues, ensuring minimal downtime and user disruption.Performed virus and malware removal to secure client computers and maintain system integrity.Created and maintained web pages using HTML, CSS, and Photoshop, enhancing client online presence.Assisted in configuring and deploying a VOIP system, improving client communication capabilities.Installed, configured, and managed content for multiple WordPress sites, ensuring optimal performance and security.Updated website content regularly to keep information current and accurate.Configured, networked, and deployed new laptops, ensuring seamless integration into existing IT infrastructure.Resolved client printer and networking issues, improving operational efficiency and user satisfaction.EducationCertificate, Computer and Internet Programming May 2004Philadelphia Computer Learning Center (CLC)500 hours of hands-on lab time.Translated business processes into flowcharts and pseudocode.Used structured programming techniques to process files, manipulate data and debug code.Wrote, compiled and executed ANSI C programs.Used object-oriented program design techniques to create, compile and run C++ programs.Developed Windows applications using Microsoft Visual Basic.Designed a relational database for a client/server system using entity-relationship modeling.Formulating and test queries with Structured Query Language (SQL).Developed standalone and client-based application using JAVA.Created interactive web sites using HTML, JavaScript and Multimedia.Technical Skills: Website Development, WordPress, HTML, CSSBachelor of Science, Information Technology - 121 Completed CreditsPeirce College June 2004Certificate, Microsoft Certified: Azure Administrator AssociateMicrosoft Currently Pursuing/Studying |
