Desktop support/helpdesk

Dedicated IT professional with Bachelor’s Degree in computer science and 13 years experience in the role of System Administrator, Senior Help Desk, and Network Technician. Current certifications are MCP, A+, Certified Help Desk Analyst. Strong emphasis on customer service, analyzing problems to recommend solution to management and end-users as well as researching and implementing methods to reduce costs. As well as producing technical manuals.

SUMMARY OF QUALIFICATIONS

Responded to issue tickets, telephone calls and email requests for technical support by identifying, researching, resolving and documenting problems. Reviewed and negotiated contracts for outside services. Reviewed all financial aspects including, but not limited to invoicing, support billing and license fees. Repaired, replaced and installed software/hardware. Developed technical manuals for users and management. Installed and maintained software on company computers via on-site and remote access software. Installations were automated SMS, Symantec Ghost, and Acronis. Tested and approved new software on company guidelines. Management of backup systems – tape rotations, job monitoring and configuration. Maintained Active Directory Domain including accounts, security and distribution lists, etc.

ACCOMPLISHMENTS

Established Help Desk and SLAs Provided technical support in a newly opened manufacturing facility.

Developed and coordinated training Setting up units on production lines and testing

Saved $36K by bringing servers in-house Developed checklist for newly imaged machines

Maintained asset management Developed and published SOP for Help Desk

Created technical manuals for staff and provided training

CORE STRENGTHS

Technical writing Technical Skills

Organization Public/Customer Relations

Time Management Positive attitude

Attention to detail Enhance current procedures to benefit the company.

Continuous Improvement

EQUIPMENT/PERIPHERALS

Desktop, laptop computers Laser printer Multi function copiers

Wireless networking Multimedia Equipment AV Equipment

Zebra Printers Wireless Scanner VX9 Manufacturing computers

COMPUTER SOFTWARE KNOWLEDGE

Office Package

Help Desk/Remote Assistance

General Software

Server

Antivirus

Windows Office 2013

IBM Notes

Remote Assistance

Track IT

Adobe Acrobat

Snag IT

VPN

Acronis Imaging

Windows

Active Directory

DNS

TCP/IP

McAfee

Eset

Norton

PREVIOUS EMPLOYMENT

Mizuno USA (position eliminated) Desktop Support Norcross, GA 2014-2016

VoiceNation IT Support Analyst Buford, GA 2012-2013

Elesys North America (company restructure) IT Technician Suwanee, GA 2008-2012

Wayne Farms LLC (position eliminated) Help Desk Specialist Oakwood, GA 2007-2008

EDUCATION/CERTIFICATION

Devry University Computer Information Bachelors

Lanier Technical College Accounting Diploma

A+ CompTia

MCP Microsoft

Certified Help Desk Specialist

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