Information Technology Technical Support

Andre Gharapetian

*** ********** **** 201-***-****

Ridgewood, NJ *********@*****.***

Objective

Seeking an engaging full time role as an Information Technology Analyst Education

California State University, Northridge, CA August 2010 to present Major: Geographic Information Science

Degree: Master of Arts (in progress)

Rutgers University, Piscataway, NJ Completed January 2010 Majors: (1) Information Technology & Informatics, (2) Geography Degree: Bachelor of Arts (awarded January 2010)

Experience

Information Security Intern: Direct Edge, Jersey City, NJ Jul 2014 to Jan 2015

• Daily monitoring of Managed Security Services provider Dell SecureWorks

• Responding to trouble tickets regarding potential threats to servers

• Requesting blocks of malicious IPs on company firewall

• Investigating phishing emails and blocking addresses

• Reviewing information security awareness training material

• Researching threats reported by the Financial Services cyber intelligence community Technical Support Assistant: College of Health and Human Development Apr 2011 to Dec 2013 California State University, Northridge, CA

• Provided in-person and remote technical support to college faculty and staff

• Diagnosed software issues using Bomgar remote support system

• Maintained and updated PC and Mac systems in college computer labs

• Lead cases for implementing new technologies in labs and offices

• Documented common support tasks and procedures

• Updated case progress in EBSuite ticketing system and escalated cases when necessary

• Communicated with University IT in diagnosing network and server issues

• Administrated objects and groups within Active Directory

• Assisted in migrating several departments to Windows 7 Desktop Support Technician: Infoaxis Technologies, Allendale, NJ Jan 2010 to Jul 2010

• Lead one other technician in PC repair and support operations for 3 months

• Diagnosed and restored PCs to full operation with high turnover rate

• Replaced defective parts and/or reimaged computers within a strict timeframe

• Updated case progress in Keseya and Remedy ticketing systems

• Communicated with computer manufacturers for obtaining replacement parts Skills

Software: Windows, Mac OSX, Microsoft Office, Access, ArcGIS, SPSS, Erdas Hardware: PC installation and configuration, hardware and network troubleshooting, CompTIA A+

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