David Brooks, IT Helpdesk Analyst

720-***-**** adhvwb@r.postjobfree.com

CompTIA A+ & Network+ certified (Oct 2018) with recent help desk experience providing software, hardware, and networking technical support. Proven success working in a high-volume enterprise corporation. Demonstrated strengths in customer relations, fast diagnoses, troubleshooting and resolving client issues. Consistently praised for communicating effectively and intuitively with both technical and non-technical users. Known for exceptional patience in dealing with frustrated users. Technical proficiencies include A+ & Network+ Certifications

(OCT 2918), MS Office, social media, mobile devices, remote desktop support; will also have Security+ certification by NOV 2018.

QUALIFICATIONS

Technical Support

• Diagnosed/used problem solving skills to resolve software, hardware, and connectivity issues for 1,500 users

• Performed Break/fix repairs on hardware, software, including peripheral and mobile devices to maintain 100% satisfaction

• Managed PC lease rolls and other types of deployment for new employees using standard hardware, images and software

• Resolved problems strategically following CompTIA methodology of identifying problem, establishing and testing a theory, resolving or re-planning, and documenting resolution for future tech support Customer Service/Communication

• Recommended communication modifications to reduce client problems; markedly decreased customer complaints by 50% and better

• Received top ratings on performance reviews in teamwork, customer service, communications and technical problem-solving with persistence, constant communication with lateral partners, accuracy and attention to detail

• Proactively resolved issues and addressed tickets before they increased in importance, reducing downtime for employees and increasing equipment efficiency

Team Collaboration

• Flexed my schedule to accommodate user needs and their workload and

• Met regularly with tech support team for common problem resolution and tapped into group experience to provide a more efficient desktop experience for users

• Worked with lease roll team of 8 to provide new desktop systems to 350+ business users to be able to meet with them the following day to ensure all data was retained and safe within their desktop environment

• Acted as internal and external liaison and point of contact in a company with 400 employees

WORK EXPERIENCE

Helpdesk Analyst, State of Colorado OIT Denver, CO JAN-MAR 2020 VPN, Citrix, AD (password resets, g-, app-mbx- inclusions, re-enable accounts), SCCM, RDP, CA Service Desk, Identifies, researches, and resolves technical problems. Responded to telephone calls, email and personnel requests for technical support. Documented, tracked and monitored the problem to ensure a timely resolution. Utilized knowledge of commonly-used concepts, practices, and procedures within a particular field. Relied on Colorado State instructions and pre- established guidelines to perform the functions of the job. Helpdesk Analyst Children’s Hospital Aurora, CO Mar 20- Aug 24, 2019 Document customer problems, communicate service information to users, and record action using work order system

Escalation to other support groups in a tiered support structure Basic networking concepts

Working knowledge of an Active Directory domain environment Reliably provides excellent customer service

Ability to multitask, balance workloads and take direction from multiple project leaders

Document customer problems, communicate service information to users, and record action using work order system

Escalation to other support groups in a tiered support structure VPN, Citrix, AD (password resets, g-, app-mbx- inclusions, re-enable accounts), SCCM, RDP, CA Service Desk, support of Dell computers, HP printers, Cisco phone systems, Cisco Unity, and more. Supported Dell and HP laptops and desktops, iPhones, iPads, Mac, Macbook Pro, Macbook Air

Desktop Experience, Softpath. OIT Co. Denver, CO. Jan 2019 Desktop Deployment Tech, Insight Global/Dell/BP Oil, Denver Nov-Dec 2018 Desktop Deployment Tech, Noralogic/Adobe Denver Nov 2018 Security, Customer Service Assistant, Staff Pro Denver, CO 2017-present Owner/Director, Brooks'n'Friends Denver, CO 2012-present Apple Sales & Service Rep, Sykes Evergreen, CO 2013-2015 Equipment Specialist, Mantech International, El Segundo, CA 2006-2010 Mobile Computer Repair Tech, RescueCom, Los Angeles CA 2005-2006 Desktop Technical Services Manager, Pacific Bell, San Francisco, CA 1996-2000 EDUCATION AND PROFESSIONAL DEVELOPMENT

Wet Coast University MS, Management Information Systems, 1996 Chapman College B.S., Computer Science, Lompoc, CA 1988 CEI College Networking Technology Certificate Los Angeles CA 1998 Leaderquest ITIL V3Centennial, CO 2014

Jeffco/CompTIA A+ Certificate, Golden, CO 2018

Jeffco/CompTIA Network+ Certificate, Golden, CO 2018 Previous Certifications include A+, MCP Desktop, Server and completed all courses and training for Microsoft MSCE

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