Desktop Support Analyst
Resume:
Jock Cheatham
Louisville ky
REQUIRED SKILLS ASSESSMENT
Position Requirements
Candidate Experience
* ***** ** ********** ** a Help desk technician with vast experience providing desktop support duties with extensive troubleshooting skills.
3+ years of hands on experience working in desktop support as an experienced Desktop Technician with expertise diagnosing, troubleshooting and resolving issues with great efficiency.
Experience in phone center and/or helpdesk work
Proven experience providing helpdesk and desktop support by utilizing various laptops, printers and various electronics devices.
Experience with ticket tracking tools
Used Remedy Ticking System and aligned tickets accordingly by importance for clients.
SUMMARY OF QUALIFICATIONS
10 plus years in the technical field both electronics and IT exp.
Electronics troubleshooting and test, bench tech exp, soldering cert
3 plus years, pc test, repair, refurbishment and desktop support analyst
A+ Net+ and A.S Degree (Electronics Technology)
EDUCATION
Hillsborough College Tampa, FL
A.S Degree Electronics Technology, 09/1998 – 06/2000
TIA A+ Net+ Certification, 08/2001 – 02/2002
PROFESSIONAL EXPERIENCE
Humana, Louisville, KY 05/2018 – 10/2018
Operations Support Analyst
Support for Humana web developers assist in the upgrade and development of new web pages and links going to Humana servers.
Flex Technology, Louisville KY 09/2016 – 05/2018
Repair Tech.
Diagnostic warranty HP and Lenovo Laptops and tablets.
Troubleshoot computer programs and networks.
Install computer hardware and software.
Disassemble and reassemble computer units as per work instructions.
Troubleshoot computer programs and networks.
Setting up hardware and installing and configure software and drivers.
Identify and troubleshoot software and hardware issues. Also performed Dell servers /switches/routers mock assembly in real world environment QA testing.
Some server hardware repair.
Enterprise Solutions, Louisville, KY 04/2014 – 08/2016
Desktop Support Eng.
Lead IT Analyst (In House) Kentucky One (St. Mary’s Elizabeth Hospital)
Run off of a ticket system user create ticket for issue I receive that ticket through a system called Remedy were I pull ticket that are in my queue according to priority critical, high med, or low.
Analyze that problem and work to resolve issue the user is having. I support pcs laptops, printers, scanners and Software.
Lead IT Desktop Eng. responsible for over 300 PC’s and laptops, Toshiba printer’s, and Jujitsu scanners. Microsoft office365 support install and troubleshooting exp.
VPN support AD support perform unlocking users accounts and other daily duties.
Citrix and Cerner exp.
UPS, Louisville, KY 05/2013 – 02/2014
IT Associate Laptop and PC (Dell and Lenovo) testing and repair.
Sarcom (pcmall), Louisville, KY 05/2011 – 04/2013
End User Support Analyst (Norton Hospital)
In-house Desktop support analyst, Imaging and coordinating project moves.
Printer support and daily in house desktop support
Epic and citrix Cerner exp, dell and hp support
2TRG Electronic Recycling, Cincinnati, OH 10/2010 – 03/2011
Electronics Refurbishment Tech.
Repair and upgrade and some board level repair to electronics devices (Example PC, Dell, Lenovo and HP; stereo equipment, laptops, and servers.
ISO 9001 certified
Also did data input of product brought in to warehouse
Exp in dual & single trace oscilloscopes, voltage and current reading device, signal generators and power Supplies. schematics diagram reading exp.
Jabil Technical Services, Louisville, KY 01/2007 – 08/2010
Electronics Tech Test / Inspector
In circuit and final test and final inspection of dell LCD and plasma TV’s
Nivis Eng. LLC Group, Atlanta, GA 11/2003 – 11/2006
Engineering Tech
Prototype build and test / Fuji smt pick and place operator
Board level repair test and upgrade. Using schematic diagram
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