Help Desk Analyst

Jared Herron

***** ****** ******

Wickliffe, Ohio

440-***-****

***********@*********.***

Objective

. A Desktop Support position that will utilize my hardware/software trouble-

shooting skills to provide high quality and efficient end-user support.

Summary of Skills

. Knowledge of PC and laptop repair.

. Installation, troubleshooting and repair of motherboards, hard drives, CD-

ROMs, printers, network interface cards, modems, disk drives and other

peripherals.

. Familiarity with IBM collaboration software such as Lotus Notes and

Sametime.

. Solid knowledge of network topologies, protocols, and standards.

. Experience with remote assistance and various technologies in order to

increase efficiency when troubleshooting.

. Strong knowledge in the MS Office suite with the ability to diagnose and

resolve most technical issues.

. Ability to work in a demanding, changing and fast paced environment in a

professional and cordial manner.

Related Work History

Pomeroy IT Solutions (Hebron, KY) 3/10 -

present

Contract Help Desk Analyst 1 at PNC Bank

. Supported legacy PNC and NCC applications for 50,000+ users

. Performed Help Desk 1 tasks with an emphasis on efficiency and volume

. Was utilized in load balancing between the two legacy call centers prior

to integration

National City Bank (Cleveland, Ohio) 9/08 - 3/10

(Department outsourced to Pomeroy)

Help Desk Analyst 1

. Supported multiple applications throughout the environment for 30,000+

users

. Assisted end users at NCC during email migration from MS Outlook to Lotus

Notes

. Worked with remote users, and resolved issues with Blackberries, air

cards, VPN, and WRA

. Documented calls and troubleshooting steps, while escalating to proper

groups if necessary

Exodus Integrity Services (Willoughby, Ohio) 3/08 - 9/08

Contract Help Desk Analyst 1 at National City Bank

. Responsibilities same as above

Education and Training

TechSkills - Independence, OH 2007

. CompTia A+ IT Technician Certification

. CompTia Network+ Certification

. Microsoft Certified Professional 70-270 Windows XP Pro

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