Help Desk Technical Support

Eric Blankson

Silver Spring, MD

310-***-**** **************@*****.***

Objective: To work in a dynamic environment with growth opportunities and utilize my technical and management skills for achieving targeted results.

Help Desk Tier II

NuAxis Innovations – (Washington, DC)

April 2020 to Present

Serves as a resource for solving user problems requiring an advanced level of technical support. Utilizes Active Directory to unlock user network credentials. Configures Virtual Private Network (VPN) Profile with MDM software for mobile devices. Builds computer packages to be used by departments. Image computers with Windows 8 and above or OS software. Provides support for third party software installations on company issued equipment. Troubleshoots and resolves end-user complications through research and effective follow up practices.

Help Desk Tier I

NuAxis Innovations – (Washington, DC)

March 2017 to April 2020

Submitted to incident ticket via telephone, chats, and e-mails. Reported and documented Users information needed for the required escalations. Provided FCR to users who reached out for assistance. Communicated system outages in accordance with established Standardized Operating Procedures (SOP) to appropriate IT Staff. Ensured ticket requests were addressed in a timely manner in accordance with WMATA designated SLAs.

IT Technician - Network (Contract)

SolarWinds - (Washington, DC)

February 2015 to August 2017

Served as the initial point of contact for customer inquiries. Identified technical server connectivity issues and escalated to appropriate support personnel. Conducted inspections and updates on PC/MAC desktops for meetings and presentations. Provided on-call technical support for video conference calls. Performed troubleshooting analysis and identified system failures. Coordinated and partnered with fellow technicians, engineers, and vendors on network infrastructure models.

Education

Associate of Applied Science in Network Engineering- Frederick Community College – 2016

Bachelor of Science (BS) in Computer Science – Morgan State University - 2019

Technical Certificate in Information technology university of Maryland (2015)

Technical /Skills: MySQL, Java, Adobe Suite, Microsoft Office Suite, IOS devices, MDM, Printers, AVAVYA and cisco phones, Service now

Certifications

CompTIA Security+

CompTIA Network

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