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IT Helpdesk Support Technician

Location:
Las Vegas, NV
Posted:
March 23, 2020

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Resume:

MICHAEL BRADLEY adce5i@r.postjobfree.com

**** * ******* **** *** Vegas, NV 89108 415-***-****

IT HELPDESK SUPPORT TECHNICIAN

Dedicated IT expert with 10+ years’ experience in providing quality technical support to users across various companies. A certified technician with a bachelor’s degree in Information Systems from the University of Alabama. Solution oriented worker who adopts a customer centric approach in all support tasks, and communicates effectively with audiences in and outside the IT profession. Delivers exceptional services in mobile device and computer systems maintenance, troubleshooting and repair. Looking to obtain a Helpdesk Support role where skills and experience can be leveraged to provide lasting solutions to technical challenges.

HIGHLIGHTS OF QUALIFICATION

Outstanding background in the field of troubleshooting simple and intricate tech applications

Track record of quality technical support to over 200 users in Windows and iOS environments

Strong IT proficiency to effectively maintain and secure over 300 devices, including laptops, printer and mobiles devices

Recognized customer support expert with 3 customer service awards in 2 years

TECHNICAL PROFICIENCIES

Skype, Creston, Ivanti App Sense, Altiris, SSCM, Avaya, Citrix, VMware, Azure, Quire, InterGuard, iOS, Barracuda

Jira, Mimecast, Power Shell, Server 2016 2012 r2, Active Directory, Xcode, Android SDK, Xen Desktop

Print Servers, Print Cloud, Proof Point, Remedy, Service Now, VDI, MacOSX, Call Manager

Windows 7 and 10, Norton Ghost, MDM Mobile Iron, Office 365

CORE COMPETENCIES

Hardware Proficient

Mobile Gadget Support

Customer Service

Workstation Set-up

Keen Attention to Detail

Strong Multitasking Abilities

Virus Detection, Removal & Prevention

Organizational Skills

Microsoft Technologies

System Upgrades & Optimization

Troubleshooting & Repair

Security, Backup & Recovery

Excellent Communication Skill

Technical & User Documentation

WORK EXPERIENCE

THE COSMOPOLITAN, LAS VEGAS, NV 03/2020−Present

System Support Specialist

Troubleshoot and resolve operational issues for over 40,000 end-users

Analyze and determine source of system errors, malfunctions, and program information

Adjust, manipulate, and respond to console requests, commands, workflow procedures and job runs

Assist in maintaining inventory of over 40,000 pieces of technology equipment

Perform day-to-day maintenance of system hardware, tape drivers, and related equipment

Develop and compose operating instruction documents and data analysis methodologies

SIFTER, LAS VEGAS, NV 09/2017−Present

Founder and Operations Manager

Designed, and coded entire application for Android smartphones

Developed technical documents outlining the use and functions of Sifter

Designed user interface, set up and managed cost free customer support channel

Prepared back end cloud based server for AWS and

set up business email suite for daily operations

Composed all documentation for application including all sales and marketing materials

Submitted application to Play Store and facilitated store optimization ASO

Generated and executed ongoing marketing plan and submitted copyright request for Sifter

Created website along with personalized domain to provide customer education on Sifter

MYSTRO INC., SAN FRANCISCO, CA 03/2015−05/2018

Helpdesk Analyst

Assisted company executives in analyzing and consolidating 15 technology systems into 2 new systems equipped to accomplish all business requisites

Deployed Active Directory Users & Groups and Office365 for creating and managing multiple user accounts

Organized training on the use of the Microsoft Azure platform for cloud computing for 20+ staff members

Managed an average of 100 client’s data every quarter, and provided personalized services by providing customers up-to-date information on account changes

Improved the efficiency of department by producing and distributing booklet on the ethics of customer service

Provided consultation on revamping of company’s website. The implementation of which generated 30% increase in web traffic

Resolved average of 50 daily enquiries with professionalism, and achieved 35% increase in customer feedback

Provided technical training on hardware and software through remote desktop and telephonic communication

NGMOCO, SAN FRANCISCO, CA 05/2010−02/2015

Mobile Network Tech and Desktop Support / Help Desk

Increased efficiency and reduced annual labor cost of over $2,000 by improving error documentation systems

Maintained, tracked and secured inventory of 300+ devices including laptops, printers and mobile devices

Implemented a human resource filing system which organized over 200 documents of employee records

Promptly and efficiently responded to a daily average of 40 telephone calls and 10+ emails regarding existing account issues

Administered, configured, installed and remedied issues with employee equipment in local and foreign offices

Independently managed company bulk and individual wireless carrier accounts using MDM software

LUCAS ARTS, SAN FRANCISCO, CA 07/2008−04/2010

Desktop Support / Customer Service

Provided technical support to over 200 users in Windows and iOS environments

Consistently exceeded performance goals with regards to quality, accuracy, speed and volume

Recognized by company executives as the best customer service representative and awarded received 3 customer service awards in 2 years

Facilitated 40% increase in customer information retrieval time by introducing new CMS system

Successfully managed 90 customers’ accounts without any faults during employment

Trained and supervised 11 new employees in the customer service department

SPECIAL PROJECTS

TOMORROW LAND FARMING CONSULTANTS

Design custom automated networked indoor hydroponic agricultural systems, each with remote monitoring and light control, temperature, nutrients and pH regulation via computer or user-friendly app on Android and iOS.

Research, test and implement various technologies per client’s unique needs.

Saved clients an average of 40% compared to competitors turnkey solutions.

SIFTER

Designed and developed a unique, user-defined location-based chat app useful for communicating with people nearby without exchanging contact information and for drawing foot traffic to a specific area. Runs on AWS servers. Entirely self-funded for a fraction of standard cost. Found on the Google Play Store: https://play.google.com/store/apps/details?id=com.maskaraid

TRAINING & CERTIFICATION

CODE ACADEMY Python 11/2019−Present

CBT NUGGETS SQL 11/2019−Present

Apple Certified Technician 05/2012−Present

EDUCATION

UNIVERSITY OF ALABAMA, BIRMINGHAM 09/2004−06/2008

Bachelor of Science, Information Systems



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