Service Desk Analyst
Resume:
Phoenix, AZ *****
Home/Cell 701-***-****
E-mail *********@*****.***
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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