Technical Support / Help Desk Analyst

E lias Heyn

Phone: 206-***-****

E-mail: *****.****@*****.***

Experience

Tier2 L ine Of Business Application Support Analyst at Boeing

o TEKsystems, Bellevue, WA (08/2011 – 07/2013)

Supporting engineering and manufacturing applications for

Boeing’s Commercial Aircraft division.

Supporting CAD/CAM/CAE software, primarily Dassault

Systemes Suite (CATIA, ENOVIA, DEL M IA) via Thick Client or

T hin Client (Cit rix ICA/XenApp), as well as stress analysis

applications (Patran/Nastran).

Configuring peripheral devices/drivers (3D mice, plotters,

p rinters).

Assisting users with account acquisition/administration/data

access issues.

Authoring new technical knowledge articles, editing/maintaining

existing articles within the knowledge base.

Tier1 L ine Of Business Application Support Analyst at Boeing

o TEKsystems, Bellevue, WA (12/2008 – 07/2011)

Supporting engineering and manufacturing applications for

Boeing’s Commercial Aircraft division.

Supporting the DCAC/MRM software suite (Enterprise Resource

P lanning, Product Data Management, Non-Conformance

M anagement, Open Work Instruction).

Supporting CAD/CAM Software, primarily Dassault Systemes

CATIA V4/V5

Troubleshooting PC X11 terminal/mainframe emulation client

configuration issues.

Mentoring new Analysts & being the contact point for process

and policy questions.

Tier1 Enterprise Help Desk Analyst at Boeing

o TEKsystems, Bellevue, WA (06/2007 – 11/2008)

Installing/configuring/troubleshooting Microsoft software

(Windows XP, Office suite, Outlook/Exchange, Active Directory),

data backup/recovery.

Supporting UN IX/Linux OS application issues (using

E xceed/NFS Maestro) and mainframe emulation client

configuration (via Rumba).

Providing home network setup and configuration support (for

remote access/VPN connection via secure token), network

d iagnostics.

Supporting Blackberry/BES issues, VOIP phone & voice mail,

expensing system, payroll system, and password resets.

Tier2 Technical Support Representative at Alltel Wireless

o Alltel Wireless, Issaquah, WA (11/2005 – 05/2007)

Supported cellular activation/programming, voice mail,

text/picture/video messaging, mobile web, app support, and

account/billing issues relating to app purchases.

Troubleshooting cellular service/inter-carrier support issues,

editing switch interface records to resolve device & network

related issues.

Education

Associate Degree in Computer Network Technology

o Herzing College, New Orleans, L A, 02/2002 - 04/2004

H igh School Diploma

o L incoln County H igh School, Eureka, MT, graduated 06/1998

S kills / Certifications:

A+

Net+

MCP

Technical Writing

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