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IT Help Desk specialist

Saint Paul, MN
December 26, 2020

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Lauderdale, MN 952-***-****


Recognized as an eminently qualified, patient, enthusiastic, and affable technical support professional with the advanced ability to work well with diverse clients who may be confused and angry. Skilled in diagnosing, troubleshooting, updating, and repairing a myriad of hardware, software, and systems issues. Self-trained with the capability to research and find answers. Possesses account maintenance, complex problem-solving, interviewing, and sales staff support expertise. Sophisticated PC, Microsoft Office Suite, database, and server experience. Adept at training, motivating, and mentoring technical support team members. Known for excellent interpersonal and communication skills used to relate well with and interact with a wide customer base, as well as all levels of the organization. Able to work well remotely, or in corporate environments. CORE COMPETENCIES

Technical Support Customer/Corporate Service Hardware/Software Support

Personable Windows OS Anti-Virus Support

Insightful Active Directory ACD/PBX Call Center

Technologically-Savvy Microsoft Office Suite LAN/WAN Support

Communication Team/Operations Leadership Team Training/Mentorship NOTABLE ACHIEVEMENTS

Consistently receive exceedingly high ratings on annual reviews.

Direct experience providing technical support for clients who are deaf, legally blind, and who suffer other afflictions.

Active member of Toastmasters International.


LUTHERAN SOCIAL SERVICES OF MN, Saint Paul, MN Help Desk Specialist 04/2007 – Present

As the first POC on the help desk, manage/mitigate incoming support issues using advanced troubleshooting and analysis; employ ServiceNow and ServiceDesk Plus to track, resolve, and close tickets.

Tasked with imaging and inventorying new/used computers and recycle old equipment; utilize remote tools such as Simple Help, SplashTop, LogMeIn Rescue, and TeamViewer to remotely repair systems.

Provide support for multiple operating systems, Microsoft Office Suite, Project, Visio, OneNote, Project, and Publisher; install and support OneDrive, CrashPlan backup clients/services; and install, configure, update, and troubleshoot drivers/firmware.

Diagnose and support Teams, WebEx, Zoom, Skype, Skype for Business, and Meet; Internet browsers and addons for Edge, IE, Chrome for Business, and Firefox; and iOS and Android for mobile devices.

Help with hardware including Gateway, Dell, Lenovo, Microsoft, HDD/SDD, memory upgrades, MOBO replacements, and screen replacements.

Effectively use AD/Azure to create accounts, reset passwords, grant rights, manage security/system groups, and map drives.

Connect/test IP, USB, and Wi-Fi printers and scanners such as Ricoh, Cannon, HP, Brother, and Xerox.

Charged with supporting Eset, Kaspersky, Sophos, McAfee, Microsoft Defender, and Malwarebytes; repair/remove viruses, rootkits, trojans, and malware.

Create images using SCCM and Clonezilla; support Direct Access and Dell Sonic VPN;

Setup/support small office and home office routers, switches, LAN, Wi-Fi, and MiFi. OTHER EXPERIENCE

Deployment Operations Analysis Level 3, Best Buy Corporate/Pomeroy, Bloomington, MN Customer Service Representative/Universal Agent, Time Warner Cable – Spherion Engagement, Minneapolis, MN Help Desk Tech Support Specialist, Level 2, US Internet, Minnetonka, MN IT Support Specialist I, Echelon Telecommunications, Inc., Minneapolis, MN Help Desk, Pillsbury – Keystone Computer Solutions Engagement, Minneapolis, MN EDUCATION & PROFESSIONAL DEVELOPMENT

Coursework, Electronic Engineering, DeVry University, Lombard, IL Coursework, Fine Arts, South Suburban College, South Holland, IL Call Center Training (Echelon Telecom, Decision One, Time Warner Cable) Customer Service Training

CCNA Network + iNet + CIW

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