Desktop Support Analyst
Resume:
LUIS LEDESMA
*** ********** *****, ***** ******* NC 27540
******.*********@*****.***
OBJECTIVE
Seeking an IT-related position where Service Desk skills can be implemented in order to excel.
EXPERIENCE
Bilingual Service Desk Analyst\ Desktop Support Technician LF North America June 2013- Present
Support 3000+ users globally with account issues, desktop issues, and application issues. Provide desktop support at the hardware level. Build and create images of computer systems and deploy.
AD and Exchange Management using AD Manager by Manage Engine.
Create templates, policies, and administration of AD Manager and Service Desk.
Troubleshoot technical issues on Windows 7, 8, 10 and MAC.
Set up email on IOS and Android devices.
Service Desk Level II Cone Health January 2015-Present
Assisting nurses and doctors with application issues and escalating them to the right groups
Troubleshoot technical issues on Windows 7, 8, and MAC.
Set up email on IOS and Android devices.
General Administration Intern CELT incorporated Summer 2009-2012
Facilitated efficiency through transforming paper records into an Excel database.
Managed database of 1000+ entries.
Addressed customer and employee phone calls operating a switchboard.
SKILLS
AD Manager Plus Administration and Services
Manage Engine Service Desk Plus Ticketing System
Exchange Administration and Services
Windows XP, Windows Vista, Windows 7, Windows 8, and MAC OS X
Customer Service Skills and Remote support.
Produce weekly Productivity Reporting for upper management
Familiar with Casper Suite, ARD, and VNC for remote support. (MAC Environment)
Language: Bi-Lingual Spanish and English
CERTIFICATION
CompTia Security +
CompTia A+
Working on my Network+
EDUCATION
The University of North Carolina at Greensboro, Greensboro, NC
Bachelor of Science in Information Systems and Operations Management, May 2013
ACADEMIC PROJECTS:
Consulting for an ophthalmology office Spring 2012
Understand the business needs
Contact and work with different vendors to find the right solution for our client
Implement new system and work with current workers with the process of learning the new system
Contact this candidate