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IT Help Desk Support

Bronx, NY, 10463
November 18, 2018

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Jason Anno

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

Bronx, NY, 10463


Professional Summary

Having spent the last few years in providing IT support for a small events company, I am looking to continue my career with a level 1 help desk/IT support position . In my previous IT position, my ability to effectively resolve problems, while retaining a friendly, and understanding demeanor, created a cohesion between myself and the employees that I served, increasing productivity, and resulting in a trusting and symbiotic office culture. My IT knowledge, combined with people skills and high level communication ability, allowed me to convey technical ideas to co-workers/customers proficiently and succinctly, allowing quick and efficient resolution of issues. CompTIA A+ certified, and currently going for my CompTIA Network+. Extremely motivated, and believe my particular blend of IT knowledge, people skills, and drive to succeed, I would be an asset for any company

Employment history

IT Technician, Goldman Sachs, New York, NY

Nov. 2018 - Current

Currently involved in a project at the Goldman Sachs downtown location assisting in the rollout of new technology for the offices. My duties there include:

• Properly disconnecting and uninstalling the PCs and monitors

• Setting up monitors for use, including attaching the arm to the desk, and the star to the back of the monitor

• Mounting the monitors

• Attaching the cables from the monitors to thin client PCs and preparing them for use by the employees

IT Support Technician, Felted Poker. New York, NY

Aug. 2015 – Sep. 2018

Felted Poker is a NY based company that organizes poker games for corporate, charity, social, and/or private events. As it is a small company with under 80 employees, the IT department was very small and we worked as a cohesive unit, doing whatever was necessary, whether it was in our job description or not, in order to help the company. I provided level 1 support through an internal ticketing system and usually cleared 15-20 tickets a day. Some of the things I was charged with or assisted in included:

• Provided phone and onsite support to customers; troubleshoot hardware and software issues

• Assisting clients with Windows 7, Windows 8, Windows 10, and Mac OS X

• Open incidents, troubleshoot, escalate, follow and close

• Managed a high-volume workload within a deadline-driven environment

• Installed Document Management System software and hardware

• Manage a ticket queue and frequently communicated with customers regarding their trouble tickets

• Install, upgrade, configure, and deploy Windows 7/10/Mac OS X

• Setting up and configuring LAN/WAN Technology such as DNS, DHCP, SNMP, TFS, etc

• Providing support at the Executive level

• Created domain accounts

• Managed Active Directory (created passwords, enabled/disabled users)

• Supported end users with desktop PCs, as well as laptops

• Maintained PCs by setting up clients for automatic daily backup, Virus Scan etc.

• Set up and managed authorizations, including assigning permissions, and managing group policies

• Restored computers and server using Norton Ghost

• Maintained PCs by setting up clients for automatic daily backup, Virus Scan etc.

• Provided remote support to customers using TeamViewer and LogMeIn

• Perform diagnostics and troubleshooting of system issues, document helpdesk tickets/resolutions, and maintain equipment inventory lists

• Trained users in MS Outlook and MS Office Suite (Outlook, Excel, Word, and PowerPoint)

• Installing and setting up VPN clients

• Provided support for mobile devices, including smartphones, and tablet/phablets

• Eliminating and preventing Viruses and Malware

• Worked any shifts necessary, including nights/weekends

• Confirmed functionality, and document the solution upon resolution of issues

Office Assistant, Japanese Translation Service. New York, NY

Nov. 2012 – Jul. 2015

At JTS I started out as an unpaid intern and was offered to continue working, with pay, after the internship ended. I speak limited conversational Japanese and which helped me communicate with some of my coworkers to whom English was a second language. During my time there I assisted the translators, doing anything, and everything, asked of me in order to help the company. Additionally, learned the process, and intricacies, of professional level translation and was sometimes asked to assist in editing the Japanese to English Translations. My responsibilities included:

• Printing and copying documents

• Calling and e-mailing customers

• Assisting in the translation of documents

• Basic technical work

• Filing

• Data Entry

• Transcription

• Memo writing

• Inventory

• Ordering supplies


BMCC, New York, New York

Associate of Science, Computer Information Systems

May. 2012


CompTIA A+ Certification

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