Desktop support analyst
Resume:
Jason R. Schmidt
Newton Falls, Ohio 44444
********@****.***
linkedin.com/in/jason-r-schmidt
UPPER LEVEL HELPDESK • DESKTOP SUPPORT • NETWORK TECHNICIAN
Recent graduate with a Bachelors of Technical and Applied Sciences with concentrations in computer networking and security / forensic technologies. Trained as a network technician, maintaining an IT infrastructure. Possessing a well-rounded skillset for both monitoring and hands-on approaches.
TECHNICAL SKILLS
Help Desk Procedures
Operating Systems Microsoft / Linux
Windows Server 2003 / 2008
Microsoft Office
Norton GhostCast Server
MS-DOS
A / V Maintenance and Configuration
Software Implementation and Maintenance
VMware Workstation / vSphere
Data Recovery
Hardware Maintenance and Repair
Network Setup / Configuration
Active Directory
Personnel Training and Supervision
Mobile devices Android /Apple iOS
Hardware and Software Troubleshooting
Key Skills:
Office Management Skills
Telephone Technique and Etiquette
Training of Systems or Software
Supervisory Skills
Inventory Management
Report Analyzing
PROFESSIONAL EXPERIENCE
Diebold, Green, Ohio 2014 - 2016
Financial self-service, security and services corporation. Engaged in electronic and physical security products, software and integrated systems for global financial and commercial markets.
Helpdesk / Technical Support
Provided triage of Automated Teller Machines’ faults and provided remote support for field service technicians.
Provided remote access of ATMs using Axieda Software.
Performed general and targeted diagnostics using Optevia System Diagnostics (proprietary software of Diebold).
Modified or cancelled tickets in the system for field support dispatch based on diagnostic results.
Processed incidents from the Extended Management System (XMS) and created dispatch tickets based on remote assessment and diagnostic results.
Supported field service technicians to restore network or monitoring connectivity.
Created a daily remote call log entry of all ATMs accessed for fault trend tracking.
Kent State University, Kent, Ohio 2012 - 2014
Research university includes seven regional campuses in Northeast Ohio and additional facilities in the region and internationally.
Helpdesk / Desktop Support / PC Repair / Network Technician
Provided implementation and maintenance support for computer systems, hardware and software for employees and students
Worked with students and staff to resolve computer issues and answer technology inquiries.
Deployed new equipment and serviced malfunctioning and broken equipment or software.
Prepared and deployed computer images based on department or course requirements.
Provided instruction on various software usage, including Microsoft Office.
Provided assistance in document recovery.
Maintained inventory log for both current equipment in use and prepared documentation for disposal or recycling of decommissioned equipment.
Supervised office and made student technician staffing changes as needed based on office needs.
Maintained networking equipment, including switches and replacement of network cabling as needed.
West Telecommunication, Niles, Ohio 2007 - 2008
Providing start to finish customer management outsourcing solutions.
Customer Service Representative
Assisted customers in troubleshooting wireless phones or data devices.
Analyzed customers’ billing and usage; suggested plans suitable to needs of the customer.
Handled customer concerns and outages, and created network / repair documentation.
Dobson Cellular One, Boardman, Ohio 2004 - 2007
Wireless telecommunications provider in several regions of the United States, now part of AT&T.
Customer Service Supervisor
EDUCATION
Bachelor of Technical and Applied Sciences
Computer Network Technology, 2014
Information Security and Computer Forensics, 2014
Associate Degree, 2012
Kent State University, Warren, OH
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