LUIS LEDESMA

*** ********** *****, ***** ******* NC 27540

336-***-****

act6eb@r.postjobfree.com

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