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Helpdesk Specialist

Summerville, SC, 29485
March 06, 2019

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Technical Skills

Windows *, *, **

BMC Footprints

Microsoft Office Suite

Windows Server

Ivanti Heat Service Manager

Mac Operating System

Jira Project Management

Professional Experience

Benefitfocus (Aerotek Contract)

Helpdesk Specialist

October 2018- Present

Charleston, SC

Provide users a single point of contact to receive help on various computer issues

Manage requests via our helpdesk ticketing system, by resolving issues on a 1st level

support basis, or assigning issues to appropriate technician/engineer accordingly

Provide 2nd level computer support services both for software and hardware as well as

peripherals to Benefitfocus associates

Configures, images and tests computers, ensuring that computer systems are

functioning properly before deployment

Perform maintenance and upgrades of computer systems

Coordination of computer maintenance with other technicians and engineers within infrastructure

Perform other miscellaneous tasks assigned

Charleston County School District (TEKsystems Contract)

Field Technician

July 2018 – October 2018

Charleston, SC

Set-up, install, and maintain district computers systems. Install workstation hardware and software upgrades.

Set-up, install, and maintain printers, computers peripherals, and their related software.

Install and troubleshoot computer software while maintaining license requirements.

Perform repair of computer hardware, printers, and peripherals, including acquisition of parts and maintaining service related records.

Provide support to end users through their requests for services by troubleshooting site hardware, software and wiring problems.

Provide technical support to building computer assistants.

Promote a positive image of the District always.

South Carolina State University (Part-time Work Study)

Help Desk Technician

January 2018 – May 2018

Served as IT operator and maintainer of the SCSU desktops, laptops.

Assisted IT Director with day to day routine activities.

Ordered and maintained IT supplies and computer inventories.

Assisted with maintaining and updating computer images and upgrades.

Responsible for the proper disposal of all obsolete computer assets in IAW SCSU property policy.

Instructed and trained end users in proper techniques of operations.

Maintained end user inventory records.

Responded to all computer and smart classroom equipment failures IAW repair ticketing procedures for immediate corrective actions.

Made mechanical repairs and perform preventive maintenance.

Called in repairs on lease equipment covered under maintenance contracts to appropriate vendors.

Smart Device Doctors

Computer Repair Store Intern

March 2017 – May 2017 and September 2017 – May 2018

Worked on the business side of the organization setting up email and different accounts and learning about the repair store itself

Installed hardware and software systems

Maintained or repaired equipment

Troubleshot a variety of computer or cellular device issues

Kept records of repairs and fixes for future reference

Performed regular upgrades to ensure systems remain updated

Department of Watershed Management

IT Specialist Intern

May 2017 – August 2017

Learned and developed skills in information technology to include networking of computers, system-wide back up of data, and storage of data.

Installed over 200 computers for new employees.

Uninstalled and installed over 200 computers for existing employees.

Assisted staff in performing system backup and maintenance functions.

Assisted in installation of PC hardware and software.

Assisted in network and hardware troubleshooting.

Assisted in performing preventative maintenance and upgrades on Windows servers.

Assisted in updating user and technical documentation.

Assisted in the maintenance and performance tuning of application databases.

Created and publish interactive reports.

Gained hands-on practical experience to the full gamut of Help Desk roles and responsibilities.

Resolved about 10-15 help desk tickets/day troubleshooting desktop problems for Macintosh and PCs and documenting in BMC Footprints Ticketing System.


South Carolina State University

B.S. Computer Science

May 11, 2018

Trenton Pyatt 843-***-****

308 Garden Grove Dr. Summerville SC, 29485

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