Analyst Technician

Resume

George Ruiz

PO Box **** New Windsor, NY *2553 347-***-**** ********@*******.***

Targeting Ent ry-Level Helpdesk Positions

C ity University graduate offering a strong academic background in IT combined

w ith excellent internship experience as a helpdesk analyst.

Consistently recognized for technical t roubleshooting skills used to rapidly and

cost-effectively resolve challenging technical issues.

Quickly learn and master new technology; equally successful in both team and

self-directed settings; and proficient in a range of computer systems, languages, tools

and testing methodologies.

E ducation

City UN IVERSITY – Bellevue, WA, Degree BS

B.S. Management, General Studies, GPA: 3.12

Concurrent student at Dutchess Community College Pilot Training Program:

Student Helpdesk Technician (2011 to Present): Provide networking/desktop

support and perform mainframe and account maintenance tasks. Earned

commendations for teamwork, f lexibili ty and work excellence in providing IT support to

s tudents and faculty.

Technology Summary

Certifications: Network and Server Certificates

Systems: U N IX, Windows 9X/NT/2000/XP/2K3, Novell NetWare, Mac OS

Databases: Oracle, ADB2, Relational Databases

Languages: Basic knowledge of the following software; Visual Basic, SQL, HTM L, ASP,

C++, Java

Software: M S Project, MS Visio, MS Office, Lotus Notes, Windows Server 2003,

E xchange Server2003

Cisco switches and routers, fi rewall devices

Hardware:

Dell Servers,

and switches

IT Experience

Dutchess Community College 2009 to present

U.S. Army deployment from 1/2005 to 3/2009

Washingtonville central school District – Washingtonville, NY

Resume

Helpdesk Analyst / I n te rn, (2001 to 2004) Handled technical t roubleshooting

w ithin an enterprise environment, including system crashes, slow-downs and data

recoveries. Engaged and t racked Priority 1 issues, with responsibility for the t imely

documentation, escalation (if appropriate), resolution and closure of t rouble t ickets.

Supporting over 40 servers on the district network, updating bio, and server updates.

Working with clouds and infrastructure and setting up the Arrays on all servers and

t roubleshooting all network problems with the servers.

Selected Contributions:

Researched and developed knowledge-base resulting in an increase in fi rst-call-

resolutions of 20 additional calls per week that saved company $57K annually.

Exceeded issue-resolution targets and achieved exemplary customer satisfaction

scores, consistently scoring between 95%-100% on all calls (outperforming average of

90%).

Handled 30+ technical/mission-critical calls daily and consistently met high service

s tandards.

Using protocols OSPF, EGRIP, BGP and security protocols Nessus, snort, nmap, tcpdump

p rotocols analysis.

Cisco switches and routers,5500,6000,4950

Available for Relocation & Travel

Contact this candidate