Help Desk Manager
Resume:
West Emerson
**** ******** **. ******, ** ***** 614-***-****
****.*******@*****.***
INFORMATION TECHNOLOGY TECHNICIAN
TIER ONE TECHNICAL SUPPORT - HELP DESK TECHNICIAN
SUMMARY OF QUALIFICATIONS/ACHIEVEMENTS
Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Tier One Technical Support and/or Help Desk role. Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.
PROFESSIONAL EXPERIENCE
Honda, Tech (2016-Present)
IT Technician
CareWorks, Tech (4/2016 - Present)
IT Technician
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists
Provided computer help desk support via telephone communications and desk side with end-users.
Documented help desk tickets/resolutions.
Respond to trouble tickets and work requests and complete within the assigned SLA.
Analyze and document trouble shooting hardware and software issues.
Optimized tools and procedures for managing the environment.
Implemented disaster discovery plan to maintain and recover system data.
Proficiency handles system outages and failures.
Re-image systems and load new software packages.
Set up all equipment for all new employees.
Handle all retired systems and transfer data to new PC.
Handle breakfix and swaps.
Administer infrastructure policies and update to reflect changing conditions.
Perform various administrative duties such as data recovery, software installations, shell swaps and hardware maintenance.
Support two campuses with over 2000 employees.
Admin support for VDI (virtual desktop) support for all our overseas clients.
Executive admin support for or Japanese associates at Honda.
Admin support for our video conference meetings.
Dell certified for all our hardware installations.
SARCOM, Inc. (8/2008- 4/2016)
IT Technician
Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.
Provided computer help desk support via telephone communications and desk side with end-users.
Documented help desk tickets/resolutions.
Respond to trouble tickets and work requests and complete within the assigned SLA.
Analyze and document trouble shooting hardware and software issues.
Optimized tools and procedures for managing the environment.
Implemented disaster discovery plan to maintain and recover system data.
Proficiency handles system outages and failures.
Re-image systems and load new software packages.
Set up all equipment for all new employees.
Handle all retired systems and transfer data to new PC.
Handle breakfix and swaps.
Administer infrastructure policies and update to reflect changing conditions.
Perform various administrative duties such as data recovery, software installations, shell swaps and hardware maintenance.
Support campus of 1000 employees.
Grace Brethren Church (1/2003- 8/2008)
Customer Service/Facilities
Handled daily scheduling for events.
Worked security desk.
Handle day to day issues and problem resolution.
Set up class rooms for special events.
EDUCATION
Worthington Kilborne HS 2003
Graduated
ColumbusState Communinty college
2 year program 2009-2011
CERTIFICATIONS
Dell Certification
Hardware/Software
A+Certification
References
Douglas Chase Dick Barry
SAROM, Manager Grece Brethren Church, Manager
Drew Michel
CareWorks, Tech
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