help desk specialist
Resume:
Mario Holcomb
*** ** **** ******* ******* #108
Portland, OR 97229
**************@*****.***
LinkedIn: https://www.linkedin.com/pub/mario-holcomb/45/927/a49
Experience:
Help desk technician 6/2015-10//2015
TEK Systems (City of Tigard)
Portland, OR
Provide support for and installations for City of Tigard employees
Troubleshooting WIN/MAC pc’s.
Updating and installations of new software
Filing tickets and working with other analysts and engineers regarding specific applications
Troubleshooting and installations Ricoh, Xerox, and HP printers, copiers, and fax machines over a network environment
Imaging of pc’s and tablets for new employees
Documentation of all hardware and software installs
Performed routine maintenance on workstations including service pack, security patches, hot fixes, and software updates
Information Services Support Analyst 9/2014-5/2015
TEK Systems (Providence
Portland, OR
Provide support for internal Providence employees
Troubleshooting WIN/MAC pc’s.
Ensure that responses meet or exceed established metrics for response time (service level), quality and customer satisfaction
Filing tickets and working with other analysts and engineers regarding specific applications
Troubleshooting Ricoh, Xerox, and HP printers, copiers, and fax machines
Provisioning access rights with Citrix XenApp and XenApp troubleshooting
Working with cross functional teams to ensure timely resolution of incidents
Community Manager for Yahoo Messenger and Yahoo Search Support Forums 7/2012-11/2013
Yahoo! Inc.
Hillsboro, OR
Provided technical support via on line forums to Yahoo customers.
Coached support team members in best technical support practices and accuracy.
Ensure that responses meet or exceed established metrics for response time (service level), quality and customer satisfaction
Filed bugs and worked with product engineers to fix major and minor issues within the product.
Met with respective property managers to ensure compliance and updates regarding issues and bugs within the product.
Provided weekly reports to the Director of Community Management to show resolution rates, traffic, trending issues, and top contributors within the forum.
Customer Care Advocacy and Technical Analyst 7/2008-7/2012
Yahoo! Inc.
Hillsboro, OR
Reviewing Yahoo! Products for illegal content and moderation.
Viewing and/or removing adult and/or graphic images and content to enforce Yahoo!'s Terms of Service and Guidelines.
Ensure that responses meet or exceed established metrics for response time (service level), quality and customer satisfaction
Supporting and providing support to customers with issues regarding Yahoo! Products such as Yahoo! Answers, Flickr, Messenger, video, Yahoo! search, and other projects as assigned.
Met with respective property managers to ensure compliance and updates regarding issues and bugs within the product.
Order Planner 2/2008-6/2008
Nike Golf
Portland, OR
Planned 50-100 orders per day using automated order software called “Baam”.
Reviewed inventory of grips, shafts, and heads for orders to ensure timely production and shipment.
Manually inputed orders for production for companies in Canada and Europe using Baam and Nike Golf club building matrix.
Increased efficiency of order production by 25% by implementing an error checking method to decrease the risk of production and planning mistakes and increasing money saved.
Help Desk Analyst 7/2007-11/2007
Fred Meyer
Portland, Or
Level 1 Help Desk support for over 2500 stores nationwide and over 15000 point-of-sale registers and user stations.
Handled 50-60 calls per shift using Peregrine ticketing software and Avaya call tracking system.
Used PC Anywhere and Remote PC to log into store servers AS400 and Citrix systems for system reboots, error checking, and manipulation of POS registers, printers, and keyboards.
Reviewed documented procedures in Peregrine system to ensure correct manner of resolving issues per company policy.
Correctly documented procedures in Peregrine help desk tickets that were used to resolve issues consisting of anything POS or MS program related and did so in a timely and orderly manner.
Maintained quality assurance level of over 93% for resolution of issues.
Forwarded level 2 and level 3 issues to other Analysts specializing in specific areas that could not be resolved by level 1 analysts, therefore decreasing problem resolution time and downtime of company stations.
Information Technologist 4/2005-5/2007
Wells Fargo Bank - Corestaff Technologies
Grand Junction, Co
Installation of over 150 new pc’s for the Wells Fargo Bank Company located throughout the state of Colorado.
Reimaging of hard drives for over 200 bank teller stations using Ghost software.
Installation of proprietary banking software, logged asset management and documented new installations, installed new hardware for life-cycle pc’s not needing new installs, and implemented a speedier method of reimaging of over 200 bank teller stations with the help of jump drives. This implementation made the process faster and allowed us to move to other stations allowing our staff to be more efficient.
Worked for this company while enrolled in college to further my IT career.
Education:
Intellitec College, Grand Junction, Co.
AAS degree with a major in Network Information.
Graduated in 2007 with A+, NET+, and Customer Service Specialist Certifications
Skills:
Troubleshooting of hardware and MS application software issues, re-imaging of drives, lifecycle and new install implementation, use of help desk ticketing software and a quick and eager learning ability, Diagnose hardware and software problems, training of staff and employees regarding use of hardware and software, documentation of asset management, IP peripheral troubleshooting and installation, MS Office proficient, knowledge of networking issues including but not limited to cabling, TCP/IP, server management, troubleshooting of routers, switches, and hubs, use of Active Directory and permissions.
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