Bryan Michael Santel

***** ******* **** 440-***-****

Middleburg Hts., Ohio 44130 acgktq@r.postjobfree.com

CAREER OBJECTIVE

To obtain a I.T. Help Desk position.

Proven abilities in:

• • •

9+ Years Helpdesk Experience Training Scheduling

• • •

Internal Customer Liaison Online E Learning Network Monitoring

• • •

Software/Hardware Tracking Remote Access Computer Operations

COMPUTER SKILLS

Software: Windows 8, 7,Vista, XP, NT; Microsoft Office; Microsoft Networks; Novell/Netscape

Network ; Email-Microsoft Outlook Exchange, Lotus Notes; Computer Graphics-Adobe /

Photoshop; Tracking Software - PeopleSoft, Tivoli, Remedy, Magic. JCL Commands, VPN,

Active Directory, Banner, Cisco, Remote Access, Bomgar, Remote, P. C. Anywhere, Instant

Messaging, Ad Astra,Blackboard, SharePoint and many other types of computer software

programs.

Hardware used: Personal Computers / Servers; IBM Mainframes; Digital VAX Mainframes;

Hewlett Packard; Amdahl; Disks; Tapes; Printers; Flash Drives and Scanners.

Other Skills: In-Person Customer Service; Telephone Customer Service; Remote Infrastructure;

experience responding to Customer questions electronically and via phone; Electronic

Communication; General office/clerical; Artistic ability; Experience working with the public,

students and staff with computer related problems/issues; Facilitating online registration and

other college related necessities.

PROFESSIONAL EXPERIENCE

Weld in a Flash, Inc., Seven Hills, Ohio 2012-Present

Information Technology Assistant - Presently working part time.

• Provide User Support services.

• Provide computer support services

• Provide general office services.

Cuyahoga Community College, Cleveland, Ohio 2004-2011

Help Desk Advisor/Analyst

• Assisted Faculty, Staff and Students with various types of software applications.

• Maintained, recorded, and resolved computer related problems by phone and in person.

• Used Remedy and Magic ticket tracking software.

• Received on average of 25 to 40 Help Desk calls per day.

• Supported all types of Tier one and Tier two computer related solutions.

• Set-up and coordinated Users with Microsoft Outlook Email accounts.

• Wrote Standard Operating Procedures for the Help desk.

• Completed Password Change requests for all Computer Users.

• Assisted Faculty and Staff with file document restores.

• Helped Users on the MY TRI-C SPACE portal software.

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• Informed Students with information on general college related questions.

• Instructed Students with Blackboard- E Learning online class software.

• Maintained the Help Desk Metrics.

• Worked in a Microsoft Network environment.

• Installed Software Applications.

Bryan Michael Santel

Aided a close family member with a terminal illness. 2002-2004

Worked temporary/contract jobs

CLEVELAND STATE UNIVERSITY, Cleveland, Ohio January 2003-April 2003

Help Desk Analyst in Information Systems Technology Department (Completed Short Term

Temporary assignment)

• Help computers Users with software applications.

• Received, recorded, and resolved computer related problems.

NATIONAL CITY BANK, Cleveland, Ohio 2000-2001

Help Desk Support Analyst (Temporary assignment)

• Helped computer Users with various software applications.

• Received, recorded, and resolved computer related problems.

UNISYS CORPORATION, Cleveland, Ohio (Contract assignment) 1999-2000

Help Desk Support Analyst

• Hired as a Federal Government Contractor for network Help Desk responsibilities.

• Facilitated local and national Help Desks by monitoring computer servers with Manage

wise and Netmeeting software packages.

• Received, recorded, and resolved computer related problems.

• Led computer Users through the usage of network software applications.

Prior Computer Operator experience working for an IT Contractor at N.A.S.A. Lewis

Research Center, Parma Board of Education and The Cleveland Police Department.

I also worked in Retail as a Cashier and Stock Clerk before I was a Computer Operator.

EDUCATION

Graduate of Cuyahoga Community College, Parma, Ohio Associates of Arts Degree

Majored in Business, Information Technology and Art

Graduate of Control Data Institute, Independence, Ohio Certificate

Majored in Computer Programming and Operation courses

Cuyahoga Community College, Cleveland, Ohio

Completed Help Desk Institute Analyst Course

Graduate of Parma Senior High, Parma, Ohio High School

Diploma

Majored in Business and Commercial, Art.

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