JV

OBJECTIVE

HDI Certified Support Center & Service Desk Analyst providing tier 1 level support as a help desk technician, in person or remotely.

SKILLSET

Microsoft Windows

Microsoft 365

Word

Excel

PowerPoint

Outlook

Teams

Azure

MFA

Cisco VPN

Citrix Workspace

Active Directory

Service Now

Remote Tools

JOHN VALGUS

INFORMATION TECHNOLOGY/CUSTOMER SERVICE ANALYST

EXPERIENCE

DEDICATED SERVICE DESK ANALYST I • NETRIX, LLC • 10/2020 – 09/2023

Service Desk Analyst I assigned to a dedicated service desk for a top manufacturing company in the Reading, PA area. Working remotely since hired at the beginning of the pandemic to successfully administer first call resolution and offer technical support to end users.

Contributed and updated the knowledge base, and created templates for better proficiency.

HDI CERTIFIED SUPPORT CENTER ANALYST• INSPIRITEC, INC. • 08/2017 – 10/2020

Successfully handled Help Desk issues as an HDI certified analyst utilizing the Service Now ticketing system (including WFH experience) servicing local, state (PSP, DOC, PBPP, BCC & PCCD), and government clients.

Followed a set of Standard Operating Procedures or Knowledge Base articles to reset passwords, unlock accounts and more through Active Directory and other web-based software systems.

Additional employment history available upon request.

EDUCATION

CERTIFICATE IN PC NETWORK/INTERNET TECHNICIAN

10/2001 • BERKS TECHNICAL INSTITUTE•

A.A.S. IN DATA PROCESSING/COMPUTER SCIENCE • 06/1983• READING AREA COMMUNITY COLLEGE