Desktop Specialist
Resume:
Joanne Leist
***** ******* *******, *-***, Westminster, Colorado 80023
*******@*****.***
QUALIFICATIONS PROFILE
Competent and results-driven IT professional, armed with expertise in providing technical support for application software, operating
systems, and integrated products to end users through telephone and remote connectivity. Offer expert ability to develop innovative
technical solutions to increase productivity, optimize efficiency, and reduce costs. Display excellent communication, interpersonal,
and presentation skills to achieve high customer satisfaction. Leverage detail-oriented nature with proven ability to multitask in
competitive and fast-paced environments with dedication to operational excellence and superior service.
CORE STRENGTHS
Application Support and Desktop Troubleshooting
Medical Billing and Image Management
Outstanding Customer Service and Relations
Continuous Process and Performance Improvement
Software Application and Computer Training
Superior Analytical and Organizational Abilities
Leadership, Training, and Team Building
Problem Resolution and Decision-Making
PROFESSIONAL EXPERIENCE
SAIC - Broomfield, CO
Help Desk Analyst
Feb 2011–May 2014
Conducted extensive research to resolve issues related to IT support for Windows XP and Windows 7 operating system. Addressed
workstation and end-user device issues, account password resets, application issues, VPN help, laptop encryption, network
connectivity, and other anomalies that might occur by phone or through the use of remote control software. Promptly responded to
customer concerns regarding account administration, distribution of software and documentation, system and network status, and
incident entry through incident management tool and Active Directory. Maintained frequent interaction with the Deployment Team by
adding all users and devices to encryption software of laptops and desktops.
Notable Contributions:
Rendered high level of assistance to IT field support with encryption process for laptops
Served as an integral part of the team responsible for handing web tickets in Remedy
Guaranteed strict compliance with SLA standards to continuously optimize operational efficiency
City and County of Broomfield - Broomfield, CO
Manager End-User Support and Tools
Apr 2000–Dec 2008
Supervised daily activities of five technicians supporting more than 600 employees and up to 800 laptops and mobile units. Fulfilled
expanded responsibilities such as responding to calls, emails, and walk-in desktop computer or network and active directory
troubleshooting requests.
Notable Contributions:
Took part in the successful development and implementation of IT Department’s help desk processes and procedures
Oversaw the seamless execution of Intuit “Track-It” help desk ticket application
Initiated the development of reporting tools for the upper management using Track-It and Crystal Reports
Drove all efforts to save hours of downtime for the police officers by building a mobile computer/laptop image
Efficiently allocated $1.5M budget to fund operations and maximize investments
Achieved significant savings for the maintenance and training of all employees through the implementation of Xerox Document Series and
Document Management
Presided over the seamless implementation of infrastructure for county offices such as Detention Center, Health and Human Services,
Jail, and Motor Vehicles departments
EARLIER WORK EXPERIENCE
Mariner Post Acute Network - Longmont, CO: 1992–2000
IT Manager
Jan 1998–Jan 2000
Support Services Manager
Jan 1996–Jan 1998
Office Manager
Mar 1992–Jan 1996
CERTIFICATIONS
Department of Defense (DoD) Secret Clearance: 2013–2015
ITIL Foundation: 2013
CompTIA Security+ Continuing Education Certification: 2012
Desktop Support Certification: 2000
New Horizons–Various Microsoft Courses–Windows Windows XP, 2000, Windows 7, and Windows 8: 2011–2012
Network Certificate, Front Range Community College, Westminster, CO: 1999
PROFESSIONAL TRAINING
Multiple Microsoft Training Course from New Horizons
Mountain States–Management Training
TECHNICAL ACUMEN
Windows Operating System - Adobe Acrobat - Microsoft Office Suite - TCP/IP Protocol - Microsoft SharePoint - Xerox - Active Directory
- Citrix - What’s Up Gold - Blackberry server and phones - VoIP support - Symantec Ghost - Universal Imaging - Webroot - VNC -
Microsoft Network - Lotus Notes - Microsoft Outlook PcAnywhere Document Management - Track-It Software - HEAT Software - Remedy Help
Desk Applications - Antivirus Applications - AS/400 ACT! Database - Unified Messenger - Mobile Data Browser - Crystal Reports - ADP
Payroll System - Great Plains - Win Magic
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