Help Desk Support
Resume:
THOMAS L. DUCEY, EAGLE SCOUT
TECHNICIAN SUPPORT USER I/II
CAREER SUMMARY
An enthusiastic and knowledgeable person who is able to
provide front line support as part of any IT Service Operation.
Thomas is a logical thinker who is handling 1st/2nd line support,
analyze and investigate problems, implement fixes, escalate
tickets to 2nd/3rd Level and work closely with the service desk
desk team. He is flexible, resourceful and willing to take full
ownership of user s problems until they are fully resolved.
He is hungry to learn IT from the ground up. He is currently
looking to expand and share his knowledge with a forward
thinking company.
KNOWLEDGE OF
Network Support Troubleshooting
Hardware Support Replacing Parts
Software Support IT Maintenance
Knowledgebase Creation Dispatching
KEY COMPETENCIES
Identifying and remedying performance bottlenecks in complex systems.
Repairing IT equipment and replacing parts.
Prioritizing in a fast moving environment.
Ability to grasp technical concepts quickly and easily.
Create step-by-step knowledge base articles.
Accurately following diagrams and written instructions to repair a fault or set up a system
Strong system and IT experiences
Flexible to overtime requests.
Set up and activate workstations with network ports.
PERSONAL SKILLS
Proactively working as a member of a team.
Active questioning & listening skills.
Maintaining individual performance targets.
Ability to work under pressure.
Excellent problem resolution skills.
Good communicator at all levels.
Work well as a member of a team & in isolation.
Open to different ideas, working practices and cultures.
IT Support Skills Acquired
Providing first level technical support to customers.
Ability to convey technical solutions in a clear and conclusive manner.
Installing and configuring computer hardware systems and IT software.
Undertaking analysis, diagnosis, and resolution of client s problems via phone, e-mail, Lync, & face-to-face contact.
Quickly responding to customers enquiries and concerns.
Escalating unresolved problems to other support staff.
Taking ownership of problems and tracking them to a successful conclusion.
Raising and maintaining incident tickets and problems records.
Continuously reviewing performance against Service Level Agreements.
Analyzing call logs to spot trends and underlying issues.
Producing documentation and reports to a high standard.
Testing and evaluating new technology.
Setting up new user s accounts and profiles while dealing with password issues.
Monitoring IT network to ensure availability to all users.
Academic Qualifications
University of Phoenix 2010 - 2011
Associates of Arts Information Technology GPA: 3.32
Web Desigining I & II
LAN Technology
WAN Technology
IT Security
Fundamentals of Programming with Algorithms and Logic
University of Phoenix 2011 - 2012
Bachelor s of Science in Information Technology GPA: 3.31
Business Systems
Project Planning & Implementation
Introduction to Operating Systems
Fundamentals of Business Systems Development
REFERENCES
Lisa Knotts, Administrative Assistant, IGT
10520 Joe Boardman Jr Dr
Gulfport, MS 39503
E: *******@***.***
Grace Villeneuve, Assistant Executive I, IGT
6355 South Buffalo Dr
Las Vegas, NV 89113
E: ******@*****.***
CONTACT DETAILS
Thomas Leonard Ducey
1027 Tarboro Rd
Youngsville, NC 27596
E: ************@*****.***
Contact this candidate