Technical Support Help Desk

Nathan Jayden

*** ******* ***** *** *************, Georgia 30045

******.********@*******.*** 678-***-****

Summary of Qualifications

Promote optimal performance, reliability, and security across core business systems

Results-driven professional offering a progressive, three-year career in information technology.

Repeated success directing IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time, on-budget delivery.

Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

– Areas of Expertise –

Testing & Troubleshooting Project Management System Administration

Software Maintenance Strategic Planning Software Testing Effective Communication

Team Leadership Problem Solving Data Backup & Recovery

Technical Proficiencies

Platforms

Windows Vista/7/8/10; Mac OS X; Oracle; SAP

Software

Microsoft Office (Word, Excel, Outlook, PowerPoint, Project), Macromedia Home suite, Adobe Photoshop, Illustrator, InDesign, Dreamweaver, Flash, SQL, SharePoint, PeopleSoft, Remedy, Teamdynamix, Worksite, SailPoint, Active Directory, Hamp, Prima, ForgeRock etc.

Languages

Java, HTML, Visual Basic, SQL, CSS,

Education

August 2011- May 2016

Bachelor of Sciences: Computer Information Science Barry University Miami Shores, Florida

Professional Experience

Fannie Mae, Reston, VA 10/2016 to Present

Identity and Access Engineers SME and Technical Lead (10/2016 to Present)

Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.

Selected projects…

Support Identity & Access management (IAM) systems and to provide tool administration support.

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Provide Level 3/other support per request from various constituencies. Strong system administration experience.

1+ years of experience implementing enterprise identity and access management and security solutions (e.g., SailPoint, PeopleSoft, ValuationNet, Hamp,Worksite,Prima,ForgeRock etc.) in client environments.

1+ years of experience integrating IAM applications with common identity stores (LDAP, relational databases, application servers, virtual directory servers, physical access management systems).

Exposure to a variety of technologies such as multi-tiered applications, databases, LDAP and directory services, application servers, network infrastructure, and understanding security and dataflow within these components.

Good knowledge of software development principles, and design patterns.

Self-starter, fast learner, and flexible to support new technologies as well as legacy applications.

Responsible for troubleshooting, evaluating, identifying and appointing correct technical resources to fix up customers' issues.

Offered quick and proficient help desk service with fast processing and prioritization of various issues.

Resolved more complicated clients' issues promptly, in proficient manner and with highest customer service standards.

Barry University, Miami Shores, Florida 05/2014 to 08/2016

Desktop Support Specialist (05/2014 to 08/2016)

Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.

Selected projects…

Played an instrumental role in companywide migration from legacy customer relationship management (CRM) system to Salesforce.com by providing end-user training and support.

Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades.

Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office.

Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution.

Continually updated personal knowledge of computing hardware operating systems and software.

Maintained confidentiality and discretion when working with passworded or sensitive materials.

Deliver just-in-time support both at the Helpdesk and across campus and respond to departmental technical emergencies in order to minimize data loss meet deadlines and support needs of users. Supervise complaint ticketing system and follow timely resolution of all work orders.

Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.

Recommend and apply solutions, including on-site repair for remote users.

Barry University, Miami Shores, Florida

Help Desk Technician Intern (01/2013 to 04/2014)

Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Participated in large-scale upgrades and installations.

Selected Accomplishments…

Quickly learned and master proprietary applications.

Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.

Handled 30+ technical/mission-critical calls daily and consistently met high service standards.

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%).

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Clean up computers, install, modify, and repair computer hardware and software.

Setup, deployed, and maintained of end-user machines.

Maintained Help Desk specific applications and assisted in refining procedures.

Excelled in previous roles as Helpdesk Technician intern for Barry University in Miami Shores, FL(2013 to 2014) and as a Desktop Support Specialist position (2014 to 2016)

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