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Service Desk Analyst

Location:
Phoenix, Arizona, United States
Salary:
45000
Posted:
January 30, 2019

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Resume:

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Phoenix, AZ *****

Home/Cell 701-***-****

E-mail ac8cc5@r.postjobfree.com

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Randall D. Grosz

Objective

To obtain a permanent position that allows me to grow professionally while utilizing my skills to assist my employer in the realization of their mission and goals. I am a detail-oriented self-starter with excellent problem solving, process development, and communications skills. I have the ability and knowledge to train clients on the use of a Personal Computer and various software applications to effectively more successful. I also possess the ability to research and make decisions appropriate to specific technological questions while keeping the strategic horizon in perspective.

Work History

9/24/18 - 12/20/18 Central Arizona Project, Phoenix AZ

Andy McMains

IT Support Windows 10 migration (Contractor)

Worked at supporting the IT department migrating to Windows 10

Install Windows10 premade image using SCCM to about 500 Windows PCs

Assist moving employees workstations to new locations

Diagnose hardware to be Windows 10 compliant and mark for disposal those that did not meet clients requirements

Maintain system documentation to determine which systems had been imaged

Other duties as requested by IT management

11/18/15 - 6/15/18 Cybertrails/Nexustek Phoenix AZ

Justin Bleyle

NOC Technician/Managed Services Field

Work as a NOC/Help Desk support technician fielding calls for a large diverse client base covering many companies

Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate issues

Consistently follows standard troubleshooting steps to resolve problems

Documents and evaluates incidents and problems on the various desktop systems

Executes routine tasks and accepts and resolves escalated support issues from end users

Answers Help Desk calls to the 85% of the time

Works on and resolves open Service Desk tickets 15% of the time

Hardware and Software Break/Fix Technician

Use Wiki and IT Glue to document client information

Utilize N-Able Managed Client N-Central

Connect Wise ticket management

Labtech management client

Manage Domains

GoDaddy

Meraki Wireless Dashboard

Familiar with Server 2003 – 2012, SBS server, BES Server

Windows 7, 8 and 10 experience

Microsoft Office products and troubleshooting

Office 365 and Hosted Exchange

Cloud Servers

Exchange Server 2003-2013

Active Directory

VPN, VMWare, and Citrix

LogMeIn, TeamViewer, Screen Connect and Remote Desktop

Symantec, McAfee, Vipre, Webroot and ESET antivirus management consoles

DOS and CMD commands

MXLogic and Barracuda Spam Filter

Network and local printing

4-18-2011 – 9/25/2015 Insight Technologies, Inc. Grand Forks, ND, Brian Burkett and Jeremy Van Dyke

IT Service Desk Technician / System Administrator

Work as a remote Service Desk/Help Desk support technician fielding calls for a large diverse client base covering many companies

Functions as a technical resource and Subject Matter Expert for the resolution of routine to moderate issues

Consistently follows standard troubleshooting steps to resolve problems

Documents and evaluates incidents and problems on the various desktop systems

Executes routine tasks and accepts and resolves escalated support issues from end users

Answers Help Desk calls to the Service Center 65 % of the time

Works on and resolves open Service Desk tickets 25% of the time

Supports other technical support activities 10% of the time

Hardware and Software Break/Fix Technician

Use SharePoint to document client information from software instructions to Sonicwall configurations and server administrator accounts, and IP addresses

Utilize N-Able Managed Client N-Central

Continuum Managed Services, Continuum Certified IT Expert

CJIS Annually Certified

Manage Domains, SSL Certificates, renewal and installation

DNS and Web hosting, OpenDNS

GoDaddy

Meraki Wireless Dashboard

Familiar with Server 2003 – 2012, SBS server, BES Server

Windows XP, Vista, Windows 7 and 8 experience

Microsoft Office products and troubleshooting

Office 365

Hosted Exchange

Cloud Servers

Exchange Server 2003-2013

Active Directory

VPN, VMWare, and Citrix

LogMeIn, TeamViewer, Screen Connect and Remote Desktop

Symantec, McAfee, Vipre and Webroot antivirus management consoles

DOS and CMD commands

MXLogic Spam Filter

TigerPaw Help Desk ticketing software

FireFox, Chrome and Internet Explorer

Wiki

Android, BlackBerry and iPhone email config

Ghost Imaging, Backup Exec System Recovery, Backup Exec, Intronis, and CA D2D

Buffalo NAS and Linkstation

Avaya IPOffice Management

Network and local printing

10/2010 – 4/8/11 TEKSystems PC Contractor, Minneapolis, MN. Mike Gores.

TEKSystem PC Contractor

Assist in maintaining and working in a Help Desk environment.

Diagnose, identify and repair or replace defective computer components and peripherals according to Manufacturer’s Hardware Maintenance Manuals or Warranty Replacement Procedures.

Assist the existing Service Desk team with resolving PC issues, by answering telephone calls, remote connection, and in person.

Utilized LanDesk service software to track and record all service calls.

Support Lenovo based hardware, CAD software, VMware clients, citrix and web based software and applications, SCCM and Ghost to load images.

Manage client security and access using Active Roles (AD software).

Reset passwords and accounts in an AS/400 environment using iSeries software.

10/2009 – 7/30/2010 Analytics Inc / BMC Group, Chanhassen, MN, Eric Kirscher, about 50 employees.

Temporary Contract PC Technician

I perform troubleshooting duties for PCs and problems within the network utilizing Active Directory, build software and hardware installs. I analyze and resolve network problems and malfunctions. Assist in the design, testing, implementation, maintenance, and asset control of PC/LAN systems. Client data backup and restoration.

Assist in maintaining and working in a Help Desk environment.

Install and configure broadband and wireless connectivity.

Upgrade hardware and build new systems using parts ordered by the department or clients’ current hardware stock.

Majority of the time I am refurbishing and configuring PC systems to meet FISMA, SAS70, Microsoft, and the FTC security guidelines for total system and data security compliance.

Diagnose, identify and repair or replace defective computer components and peripherals according to Manufacturer’s Hardware Maintenance Manuals or Warranty Replacement Procedures.

Diagnose, troubleshoot and repair software issues and conflicts.

Document software installation and configuration procedures.

Familiar with the use of Windows XP and Vista, Ghost Imaging, Nortel Phone systems, MS Office 2003 and 2007, Internet Explorer, Firefox, PGP and other local software specific to the client.

9/2005 – 10/2009 AGA Medical Corp, Plymouth, MN, Lori Motzko, about 500 employees US and EU.

PC Maintenance Tech/LAN Support

9/2005 – 9/2005 Kurt Manufacturing Inc. Fridley, MN, Dawn Kreuz, about 200 employees.

Temporary Contract PC Technician (RHT)

1/2005 – 9/2005 Wells Fargo, Minneapolis and Shoreview, MN, Michael Dodd, Pat Appel, about 600 employees.

Contract PC LAN Engineer (TAC Worldwide)

8/2004 – 10/2004 Kurt Manufacturing Inc. Fridley, MN, Dawn Kreuz, about 200 employees.

Temporary Contract PC Technician (TEKSystems)

Education

Graduate of Elgin High School, Elgin North Dakota

Attended the Federal Law Enforcement Training Center, Glynco GA.

Attended MATC, Police Science, Madison, WI

Graduated from Military Leadership Schools with Honors

Graduated from Military Police Investigator Course

Trained as Federal Special Operations Response Team (SORT)

Certifications A+ Service Technician - 1998

HP LaserJet Basic Hardware – 1995

Toshiba A+ Technician – 1998

HP LaserJet 4/4M and 4 PLUS/4M PLUS - 1995

HP Vectra Models 500/510/515 – 1998

HP Vectra 97/500/VE3/VL5 Series – 1998

HP Vectra 98, Brio, 8200’s and 8300’s – 1998

Brainbench – Windows NT Workstation Administrator – 2000

Brainbench – Windows 98 Power User – 2000

Brainbench – Windows 95 Administrator – 2000

Brainbench – Windows 95 Power User – 2000

Supporting, Troubleshooting and Optimizing Windows NT4.0 –

CompuMaster – 2000

Supporting, Troubleshooting and Optimizing Windows 2000 –

CompuMaster – 2002

Continuum Certified IT Expert



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