Help Desk Technical Support

Jarrod Richardson

Garden Grove, California, United States

***************@*****.***

linkedin.com/in/jarrod-richardson-8061a642

Summary

As a Help Desk Support Analyst at McGraw-Hill Education, I provide technical support to customers and internal staff, using my expertise in XP and other software and hardware systems. I have been working in this role for over eight years, and I was also a Customer Support Representative at ALEKS Corporation, a subsidiary of McGraw- Hill Education, for more than 3 years. In both positions, I have demonstrated my core competencies of problem- solving, communication, and customer service, as well as my ability to work with diverse and global teams. I am passionate about education and technology, and I enjoy helping users and clients achieve their learning and professional goals. I am always eager to learn new skills and tools, and I am looking for opportunities to grow and advance in my field.

Experience

Lead Help Desk Analyst

McGraw Hill

May 2015 - Aug 2023 (8 years 4 months)

Helped customers with technical help with their devices. Created customers with active directory, managed them and their mailboxes. Imaged machines and patched with various software, (SCCM WDS Shavlik Patch Manager Plus) Worked with Softphones, Cell phones: both Android and IOS Remote and in person technical support for over 300 users. Customer Service Technical Support

ALEKS Corporation

Oct 2012 - May 2015 (2 years 8 months)

Lead Technician on all Java related issues with the ALEKS plug in. Received and handled 60+ calls a day.

Lead technician for course customization with excel. Promoted in house to Help desk Analyst in 2015

Information Technology Help Desk

CSP Networks - Award-Winning IT Managed Services

Feb 2011 - Mar 2012 (1 year 2 months)

Worked as remote technician for 16 companies.

Jarrod Richardson - page 1

Handled 30+ calls a day.

Performed massive software inventory for company converting physical media to digital. Education

Westwood College-Anaheim

Bachelor of Science, Information Technology

2008 - 2012

Finished education in 2012 while working in the field. Skills

Service Desk • Windows Server • Help Desk Support • Technical Support • Servers • Printers • Troubleshooting • Computer Hardware • Windows 10 • Windows Deployment Services (WDS) Honors & Awards

10 years of exemplary Service - McGraw Hill

Nov 2022

10 years of exemplary service within company.

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