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Manager Service

Location:
Cerritos, CA
Salary:
Negotiable
Posted:
November 19, 2014

Contact this candidate

Resume:

Ife El-Amin

562-***-****

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.



Contact this candidate