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Desktop Support Analyst

Louisville, KY
January 31, 2019

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Jock Cheatham

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

Louisville ky

502-***-**** or 502-***-****


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.


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)


Hillsborough College Tampa, FL

A.S Degree Electronics Technology, 09/1998 – 06/2000

TIA A+ Net+ Certification, 08/2001 – 02/2002


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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