Technical Customer Support Analyst
Provided help desk support on various applications including MS Office Suite, Windows, Citrix (remote access), internet, intranet, Blackberry, email (POP3\SMTP), printers, desktop computers, notebook computers and proprietary applications.
- Managed user and systems accounts in Active Directory to include account creation, deletions and password resets.
- Completed user requests to configure new printers and scanners to be used on the WAN.
- Worked with appropriate contacts to resolve all network outage issues and inform facility staff via voice mail or email of such outages.
- Maintained documentation to facilitate problem resolution, including vendor contact lists, internal escalations and system/infrastructure schematics.
- Reviewed, maintained and updated departmental procedures, training logs and product limitations and Technical Bulletins as assigned.