Technical Support Help Desk

ROBERT E. JORDAN

*** ***** **** **.

Coudersport, PA 16915

Ph: 814-***-****

Email: **********@*****.***

Technology professional with 10+ years of experience working in the areas of network administration, troubleshooting and installation.

Education Mansfield State University Mansfield, PA Bachelor of Science in Computer Science Dec. 1995

Professional Experience

Truck-Lite Co. Coudersport, PA

Automotive Light Assembler June 2003-present

-Assemble fabricated parts for lights using machine.

-Prepare works to be accomplished by studying assembly instructions and prints.

-Test and calibrate parts to meet product specification.

-Review prints and process manual to ensure proper light production.

-Position parts and subassemblies by using template or reading measurements.

-Verify specification by measuring completed component.

-Execute skills in computer and electrical components

-Operate automatic and semi-automatic machines.

-Resolve assembly problems by altering dimension to meet specifications and notifying supervisor to obtain additional resources.

-Work closely with team members to complete the task on time.

-Conduct quality assurance inspections on finished products.

-Perform electrical assembly of consoles, install, and connects electrical wiring and components.

-Conserve resources by using equipments and supplies as needed to accomplish job results.

-Train new and current employees on production lines.

-Documents actions by completing production and quality forms.

-Clean tools and equipments per documented procedures.

-Disposes hazardous waste materials on corresponding hazardous waste areas.

-Contributes to team effort by accomplishing related results as needed. United Marine Corps

Computer System Specialist Feb. 1997-Feb. 2001

Network Administrator

-Established network specifications by conferring with users; analyzing work- flow, information and securely requirements.

-Maintained network performance by performing monitoring, and analysis.

-Secured network by developing network access, monitoring, control and and maintaining documentation.

-Adhered consistently to the integrity of network, servers and security.

-Responded to system outages.

-Installed, test and configured new workstation, peripheral equipments and software.

-Administered routers, switches, firewalls, laptop, desktop and printers.

-Checked regularly network hardware and software.

-Conducted migration from banyan vines to Microsoft network on a network of 5000 users.

-Documented network diagram and other internal procedures.

-Monitored anti virus software to ensure computers are updated.

-Analyzed and isolated networks issues.

-Placed computers on networks using TCP/IP and DNS.

-Installed Microsoft email with raid drives.

Technical Support/Help desk position

-Served as the first point of contact for users seeking technical assistance over phone, email,and in person

-Provided accurate information to users about services and timeliness, properly setting expectations.

-Established a quality working relationship with a variety of users.

-Researched and resolved caller inquiries by utilizing established procedures and users manuals.

-Answered incoming calls from users and provide first level support.

-Provided users feedback and notice of ongoing issues to team and management.

-Demonstrated technical ability with a working knowledge of IT system and protocols.

-Assisted in the resolution of users and support issues to ensure timely distribution of knowledge and positive impact on user satisfaction.

-Monitored problems with hardware and replaced if necessary.

-Installed cables, switches, hubs, and set-up user accounts and emails.

-Responded to escalate support request as well as end users support request and resolves the request in a timely and professional manner.

-Performed the use of internal ticketing system, updating and escalating tickets as needed.

-Participated in the departmental training activities including training programs in support of new technologies and procedures.

-Worked independently as well as part of a team and function well under pressure

-Knowledge on desktop operating systems for Windows XP,7,8 and 10.

-Marine Corps Corporal Leadership course June 2000. Computer Skills MSDOS,Cobol, Microsoft Word, Excel, PowerPoint, Adobe Acrobat and Windows NT, Install Hardware: disk drives, video, cards, networks cards, new memory stick Affiliations American Red Cross and Gospel Tabernacle Church, Coudersport PA References Available upon request

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