Help Desk Support

IRVING BAILEY

*** ****** **** ***, ******, GA *0518 Home: 770-***-**** • Cell: 770-***-**** Email: *******@******.***

Objective:

I am pursuing an IT Help Desk Specialist position that will allow me to utilize my professional experience as well as my educational background in Computer Information Systems. My current professional skill set includes upper mid level knowledge in IT support that includes LAN and WAN networks and extensive desktop support experience.

Professional Experience:

Information Technology Helpdesk Specialist: 08/2013 to Present.

MacDermid Printing Solutions: Atlanta, GA

Responsibilities/Skills:

Provide excellent customer support for on-site and remote employees.

Providing support to internal and remote users by Ultra VNC, troubleshoot end user issues: network LAN, WAN, Internet (TCP/IP), routers, switches and wireless components. Knowledge of Linux OS.

Lotus Notes database integrated ticketing system, 15 to 20 tickets worked per day.

Technical knowledge of network peripherals, domain controller and Sonicwall.

Solve end user system issues by desk side and remotely.

Provide second level support and troubleshoot for the following:

Application support including Microsoft Office and Outlook, IBM Cloud based Lotus Notes, Mac OS, Windows XP, Win 7/8.

Browser support: Chrome, Safari, Explorer.

Hardware set-ups, office PC equipment Lenovo, Dell, mobile devices: Android/ios 8, and network printer support, Backup/disaster recovery knowledge.

Provide PC support for remote employees as needed including VPN connectivity, password resets, assistance accessing files from home, laptop & PC troubleshooting, computer imaging.

Monitor help desk calls – escalate to appropriate support if required; provide hands on desk side support if required, excellent analytical skills.

Telephone system administration and support.

Identifies root cause of issues and guides project to real solutions.

Maintain support documentation.

Strong troubleshooting, problem-solving and analytical skills.

Ability to prioritize and manage multiple tasks simultaneously

Ability to work in a team-oriented atmosphere.

Ability to effectively and professionally communicate to colleagues and clients through the use of verbal and written skills.

Mid-level understanding of network, security components; firewalls, Active Directory: password resets, unlocking accounts.

Senior Ability Analyst - 04/2001 to 07/2013

The Hartford: Alpharetta, GA

Responsibilities:

Interpreting electronic medical records submitted through Software Infrastructure Repository or SIR application. Adjudicating disability claims by reading medical records and policies, multitasking, investigating potential work-comp issues along with pre-existing condition investigations, recording and analyzing data timely and efficiently, making accurate mathematical computations regarding taxes, along with disabled and working partial offsets. Resolving claimant/employer issues as it relates to policy interpretation. Strong phone support in call center environment.

Internship Hartford IT Help Desk 02/2013 to 06/2013.

oPerformed all helpdesk operations including working IT tickets, troubleshooting applications, hardware management, software installations, and computer imaging.

EDUCATION

DeVry University: 09/2011 to 03/2015.

Projected graduation date 12/2015

Major: Computer Information Systems/ 3.7 GPA. Current Dean’s List student.

Specialization: System Analysis and Integration/ Networking and Connectivity

Contact this candidate