Help Desk Support Specialist

Jason Wedge

** ******** *** *****, ** ***** ● 603-***-**** ● ********@*****.***

SUMMARY:

** ***** *********** ********* ******* specialist with strong technical knowledge

* ***** ********** **perience

Outstanding customer service skills

Solid experience with Windows operating system migration, installation and configuration.

iOS and Android devices

Office 365 admin

Windows XP, 7,8 & 10

Working knowledge and experience with viruses, spyware and malware removal.

Attention to detail and innovative strategies to streamline processes

Inventory tracking and management

Hardware deployments

Provision and deprovision accounts in Active Directory, Exchange, Office 365

A+ and Network+ certified

EDUCATION: Southern New Hampshire University, Manchester, NH

Bachelor of Arts: Information Technology with concentration in Management May 2018

A+ and Network + Certified

TECHNICAL QUALIFICATIONS

OPERATING SYSTEMS: Windows XP/Windows 7, 8, 10, Mac OS X, iOS

APPLI APPLICATIONS: Citrix, MS Office, LANDesk, Windows Operating Systems, Active Directory, Remedy, Kace, Bomgar, Horizon Virtual Desktop, Zendesk

NETWORKING: VMWare, LAN/WAN, TCP/IP, DHCP

PROFESSIONAL EXPERIENCES

E

Southern New Hampshire University System Analyst May 2022-Sep 2024

Migrated Student Information System from Colleague to Banner which was a multi-year project.

Update student biographical records

Lactalis/Stonyfield Yogurt Help Desk Administrator June 2021-May2022

Provided support to 300 employees

Managed IT inventory

Performed new hire orientation training

Perform new hire account setup and shut down tasks as staff exit as well as moves, additions, and changes.

Diagnose and resolve technical hardware and software issues including contact vendors as needed for problem resolution and research questions for problem resolution using available information resources.

Install, modify and make minor repairs to computer hardware and software and provide technical assistance and training to users.

Provide administration for Office 365

Prepare and provide training to end users on software, hardware and peripherals as scheduled.

Maintain toner and laptop battery inventory, as well as other IT supplies and equipment and replace as necessary

Create documentation to help identify future areas of improvement and mitigate future potential issues.

Act as a liaison between customers (staff, volunteers, interns, external contacts, etc.) and the IT department.

Regular testing of all conference room equipment and providing audio/video support for staff or external presenters

Prepare laptop for new users including reimaging computer, inventory updates, anti-virus installation, BIOS updates, Software and Windows updates and encryption

Create and manage help desk reports

Elder Service of Merrimack Valley Help Desk Analyst July 2018 – May 2021

Lawrence, MA

Provided support to 500 employees

Created new help desk call tracking system using Zendesk

Created 250 article knowledge base

Managed IT inventory

Performed new hire orientation training

Perform new hire account setup and shut down tasks as staff exit as well as moves, additions, and changes.

Diagnose and resolve technical hardware and software issues including contact vendors as needed for problem resolution and research questions for problem resolution using available information resources.

Install, modify and make minor repairs to computer hardware and software and provide technical assistance and training to users.

Provide administration for Office 365

Prepare and provide training to end users on software, hardware and peripherals as scheduled.

Maintain toner and laptop battery inventory, as well as other IT supplies and equipment and replace as necessary

Create documentation to help identify future areas of improvement and mitigate future potential issues.

Act as a liaison between customers (staff, volunteers, interns, external contacts, etc.) and the IT department.

Provide necessary copy counts for copiers and printers to contracted vendor.

Regular testing of all conference room equipment and providing audio/video support for staff or external presenters

Prepare laptop for new users including reimaging computer, inventory updates, anti-virus installation, BIOS updates, Software and Windows updates and encryption

Create and manage help desk reports

Interstate Electrical Services Corp Help Desk Administrator-Contract Sept 2017 - Mar2018

Billerica, MA

As Help Desk Administrator, provided Tier 2 support to 600+ employees

Install and configure Office 365 accounts.

Managed technology inventory

Provide primary help desk support for a variety of hardware and software issues.

Manage and assign help desk tickets using Kace

Remote PC assistance using Bomgar

Mobile device management using Maas360

Migrating user profiles to new devices.

Install and maintain all desktops, laptops and servers as well as network components.

Installing, configuring and repairing MS Office applications

Configure user and computer accounts in Active Directory within Windows environment.

Perform onsite setup of wireless networks, network printers, faxes, and scanners.

Manage Windows Active Directory-based domains, create AD accounts and reset user passwords.

Provide ownership of IT deliverables in onboarding, relocation and termination of individuals

Transforms necessary requirements into technical requirements and find best practice solutions

Set high standards of service for customer satisfaction

Lead and coach IT team in performance and meeting the customers’ needs

Middlesex Community College System Analyst August 2000 - March 2017

Lowell, MA

As part of a 6-person IT team, provide Tier 2 support to 1000+

Managed 4-person Tier 1 team

Used Active Directory to configure Macintosh and Windows PCs.

Create and manage User accounts Active Directory, apply group policies

Updated deployable base images for PCs using LANDesk. Deployed PC

Initiate repairs for computers by troubleshooting issues before contacting manufacturer

Provide primary help desk support for a variety of hardware and software issues.

Manage and assign help desk tickets using LANDesk ServiceDesk and Remedy

Assist Tier I support in managing calls and Help Desk issues

Install & manage RSA soft tokens on laptops and hard tokens for employees.

Data encryption of laptops using BitLocker.

Troubleshooting, maintenance and installing and configuring network printers

Replacing failed hardware such as motherboards, network and video cards and drives.

Manage and keep track of loaner laptops and workstations.

Provide one-on-one and/or organized, comprehensive end-user training

Provide support to end users on a variety of technical issues.

Migrating user profiles to new devices

Installing, configuring and repairing MS Office applications

Configure user and computer accounts in Active Directory within Windows environment.

Perform onsite setup of wireless networks, network printers, faxes, and scanners.

Manage Windows Active Directory-based domains, create AD accounts, reset passwords.

Under minimal supervision, responsible for the maintenance and replacing of equipment, perform routine maintenance on equipment, assist in identification of system/network problems including remote sites, and test, adjust, and troubleshoot equipment as necessary.

Contact this candidate