Desktop Support Analyst
Resume:
Yolanda Brown
Atlanta, Georgia 30329
*******.******@*****.***
Objective
I am highly motivated and interested in expanding my experience in Information Technology. I have over 10 years of corporate experience in IT field services and desk side support. I have a strong technical knowledge of standard operating systems and desktop applications. My strengths are my dedicated work ethic, communication skills, and expertise in the Computer Support field.
Work Experience
Field Service Technician
5/2009 – 11/2015 Hewlett Packard, Point Mugu, CA
Provide daily desk side support that includes, but not limited to, installing, troubleshooting and repairing computer hardware, software, personal computer networks, hand held/mobile devices and peripheral equipment. Image computer using SCCM. Support company-wide IT infrastructure projects such as PC refreshes, new hardware roll outs, and other deployment related projects. Use a ticketing system to answer and document troubleshooting tickets. Use Active Directory to handle user permission issues. Provide break/fix support on hardware equipment such as workstations, desktops, laptops, printers, and all peripherals. Provide excellent in-person customer service and display utmost professionalism to everyone. Hands on asset manager. Various other duties as defined by management including supporting, troubleshooting and analyzing application-specific problems, ensuring the accuracy of incident reporting, resolution tracking, and fulfillment of request.
Client Support Administrator
10/2002 – 12/2008 U.S. Air Force, Encino, CA
As the Systems Administrator managed a 3 person team. Was responsible for 105 computer users. Provided desktop support to include troubleshooting computer issues, network failures/outages, setting up user accounts, created and maintained user accounts, installed system security software. Responded to help desk requests, provided computer user training and technical support and maintained hardware, software and network printers. Also managed records and provided oversight on all administrative activities. Compiled monthly, quarterly and annual reports. Prepared, reviewed, evaluated and edited written communication for adequacy and adherence to unit policies and gave weekly briefings and reports to upper level management on the status and progress of projects.
Information Manager
4/1998 - 10/2002 U.S. Air Force, Cheyenne, WY
Primary position was Commander's Support Staff Information Management Supervisor for the Accounting and Finance Unit. Supervised 3 employees in the areas of Personnel, Human Resource and Information Management. Managed employees’ welfare by scheduling vacations, appointments, recognition and referrals. Responsible for the management and operation of administrative support for a 435-person unit. The principle advisor to the commander on all administrative actions and personnel issues. Responsible for training individuals, monitoring trainee progress, and updating unit databases. Provided administrative tasks and support to the Financial Manager. Tracked and monitored financial unit's suspenses, processed data system updates and inquiries, and produced reports.
Education
Bachelor's Degree - Business Administration
American Military University, Manassas, VA
Associate Degree - Information Management
Community College of the Air Force, Maxwell AFB, AL
References (Available Upon Request)
Experience, Skills and Abilities
-CompTIA Security+ Certified-Ventura, CA 2011
-CompTIA A+ Certification-Core Hardware and Software Courses, New Horizons Computer Learning Center, Culver City, CA, 2003
-Windows 7 70-685 Certified
-Dell Desktop & Laptop Certified
-HP Desktop & Laptop Certified
-Strong MAC (move/add/change) experience as it relates to hardware roll outs, refreshes, or other deployment related projects
-The ability to interact with customers in a polite and professional manner.
-The ability to listen and communicate effectively with customers, peers, and management.
-Strong technical knowledge of standard operating systems and desktop applications such as Microsoft Windows 7, Microsoft Office Professional, and Microsoft Active Directory
-Experienced Supervisor
-Strong Time-Management, Organizational, Planning, Follow-Through and Multi-Tasking Skills
-Ability To Work Independently With Minimal Supervision or as part of a team
-Excellent Verbal and Written Communication Skills
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