Ife El-Amin
acgr45@r.postjobfree.com
SUMMARY
Experienced HelpDesk Analyst with over 10 years of experience in
Information Technology. Skilled at troubleshooting networking connectivity
including establishing an Internet and Intranet connection on a company
network or VP. Able to type 50wpm. Excellent oral, written, analytical and
interpersonal skills. Highly organized with great attention to detail.
Experience in DSL, Cable, Dial-up, and WIFI Internet set up and
troubleshooting. Knowledgeable of Windows 7, MS Office 2010, Service
Manager System Center 2012, Internet Explorer 9, Cisco Phone, IPhone, Team
center, Share center, Live link, Support Soft, Carbon Copy, Peregrine,
Timbuktu Pro, Active Identity, RAS, One badge, Digital Shield and Password
manager, HP Service Center 6, Remedy 5 & 7, Eroom, SAP, & Active Directory
Roxio Creator Basic v9
WORK EXPERIENCE
Xerox State & Local Solutions, Santa Ana, CA
September 2012 - February 2014
Service Desk Analyst/Operator
. Provided quality telephone resolution of LAN/WAN problems utilizing
background working with routers/switches in local and wide area
networks.
. Assisted end-users with technical support issues pertaining to
applications, software, work station, and mainframe problems.
. Logged detailed problem analysis and troubleshooting into Remedy
Service Desk application ticket.
Odesus Corporation, Los Angeles, CA
May 2012 - September 2012
Helpdesk Analyst
. Troubleshot problems using basic system operating commands to resolve
software application problems as well as hardware problems, email,
network and peripheral equipment problems.
. Maintained first call resolution rate of 90% or higher.
. Enter commands and observe system functioning to verify correct
operations and detect errors.
Northrop Grumman, Dominguez Hills, CA
May 2001 - August 2010
Helpdesk Analyst
. Managed an average of 80 calls per day with over 90% first point of
contact resolution.
. Worked with HP Open View Service Center, AR System Remedy ticketing
systems, SAP, blackberry, ALTRIS and Active Directory accounts.
. Established and troubleshot VPN connections and Remote Access Tokens.
. Used remote access tools to resolve technical problems, and installed
and troubleshot software remotely.
EDUCATION
El Camino College, Torrance, CA
Pursuing Associate of Arts in Computer Science
Cerritos College, Cerritos, CA
Microsoft Update Computer Skills/Software Certificate
Southeast Los Angeles County Workforce Investment Board, Cerritos, CA
STEPS: Guide to Personal and Economic Success Workshop - Lou Tice
VOLUNTEER
Faithful Central Bible Church, Inglewood, CA
. Mentored little kids with reading skills.
. Coached adults with learning computer skills applications.