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Service Desk analyst

Location:
Rock Hill, SC
Posted:
February 19, 2020

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Resume:

David J. Lewis

**** ********** ****** #*** **** Hill, SC 29732

adbuxc@r.postjobfree.com - 803-***-****

Professional Summary

IT professional seeking a career opportunity in a technical environment where I can utilize technical skills and training to support end users. Excellent communication and personality will be an asset to interact with employees, clients, and administration. Highly motivated and productive in team environment as well as working independently.

Technical Skills

•Installing RAM, Hard Drives, Audio/Video cards, Network Interface Cards, Power Supply, Motherboard, and Processors.

•Install and update various operating systems including Windows (XP, Vista, 7/10), Windows Server 2008 and 2008 R2, and Mac OS.

•Knowledge working with Microsoft Office products; Word, Excel, Power Point; Share Point.

•Install and update various mobile devices including Apple and Android devices.

•Install home and small office networks including required cable installation and connections.

•Awareness of Infrastructure technology, such as Active Directory, LAN's, TCP/IP, and VPN's.

•Ability to troubleshoot network related issues (TCP/IP, DNS) from desktop.

•Awareness of Protocols including TCP/IP, DHCP, VPN, DNS, and ARP.

•Configure anti-virus protection and virus removal

•Configure and Test various components of the system, in-house and remotely.

•Communicate effectively with customers, co-workers and management

Certifications

MTA: Networking Fundamentals, Microsoft

MTA: Windows Operating Fundamentals, Microsoft

MTA: Security Fundamentals, Microsoft

LPI: Linux Essentials, Linux

Professional Experience

Winthrop University, Rock Hill, SC 11/15-Present

Campus Police Officer

•Prevent crime by explaining and enforcing applicable federal, state, and local laws and ordinances; teaching preventive, protective, and defensive tactics; mediating disputes; responding to notices of disturbances.

•Conduct criminal investigations by gathering evidence; interviewing victims and witnesses; interrogating suspects

•Documents observations and actions by radioing information and logging in notes on computer; completing reports

•Confiscating and checking to unlock various equipment for evidence including electronics, automobiles, and other equipment used for investigations

•Obtaining up to date cyber security knowledge to help prevent cyber-attacks and teaching preventive approaches to the public.

Rentokil, Charlotte, NC 12/18-04/19

Service Desk Analyst

•Provide support to end users on a variety of issues including password resets, software updates, lost recovery of folders and files on hard drive, force restart for VDI systems

•Troubleshoot mobile devices on Android and iOS platforms

•Remote into client computers using Bomgar, Team Viewer, Cisco Jabber, and Google Remote Desktop

•Identifies, researches, and resolve technical problems for clients efficiently and accurately

•Access to Active Directory to reset account passwords and adjust group policies

•Configure and update computers on Windows and Mac platforms

•Documents, tracks, and monitors the problems to ensure a timely resolution

•Relies on instructions and pre-established guidelines to perform the functions of the job

•Involve the use of problem management databases and help desk systems to resolve technical issues in a timely manner

Duke Energy, Charlotte, NC 11/18-12/18

Service Desk Analyst

•Provide support to end users on a variety of issues including password resets, software updates, lost recovery of folders and files on hard drive, force restart for VDI systems

•Identifies, researches, and resolve technical problems for clients efficiently and accurately

•Access to Active Directory to reset account passwords and adjust group policies

•Configure and update computers on Windows and Mac platforms

•Documents, tracks, and monitors the problems to ensure a timely resolution

•Relies on instructions and pre-established guidelines to perform the functions of the job

•Involve the use of problem management databases and help desk systems to resolve technical issues in a timely manner

CompuCom, Fort Mill, SC 04/18-10/18

Service Desk Analyst

•Provide support to end users on a variety of issues including password resets, software updates, lost recovery of folders and files on hard drive, force restart for VDI systems

•Identifies, researches, and resolve technical problems for clients efficiently and accurately

•Access to Active Directory to reset account passwords and adjust group policies

•Configure and update computers on Windows and Mac platforms

•Documents, tracks, and monitors the problems to ensure a timely resolution

•Relies on instructions and pre-established guidelines to perform the functions of the job

•Involve the use of problem management databases and help desk systems to resolve technical issues in a timely manner

MyComputerCareer, Charlotte, NC 02/18-11/18

Classroom Lab Assistant

•Monitor students and check attendance for classroom

•Responsible for cleanliness, set up, and appearance of the classroom

•Tutor and assist in the tutelage of students with lab work in the classroom

•Assist students in the development of successful study habits and skills

•Assist students in the registration of products necessary for the completion of studies on their issued laptops

•Troubleshoot all issues with student laptops and tablets

•Troubleshoot campus network, printers, or any other technical issues that arises

•Successfully navigate Sales Force CRM to assist with student hours and documentation of any issues or essential information

•Assist with issues/areas on campus as assigned by Campus Director or Assistant Campus Director

Education

MyComputerCareer, Charlotte, NC 06/2017-02/2018 Information Technology/System Administrator- Certificate Graduated



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