System Admin, Help Desk Specialist

JAMES D. WILLIAMS

Telephone: 929-***-**** Email: adl0fq@r.postjobfree.com Philadelphia, PA.

SUMMARY:

Proven IT Help Desk Technician\Systems Support Administrator with 9+ years of experience keeping systems running and resolving trouble tickets in Windows, Linux and Citrix environments; experience configuring, monitoring, upgrading and maintaining systems hardware and software; strong analytical skills and ability to work with technicians from various engineering disciplines to troubleshoot complex system-level issues.

SKILLS & ABILITIES

Software: Ms Office suite, Teams, Windows XP, 7, 8 & 10, Office 365, MS Azure, MS Intune, VMware, Citrix and MS Active Directory, RDP, SCCM and Connect Wise.

Hardware: Ram, CPU, Motherboard, Chipsets, PCIe, Power supply, Graphic Card, Laptops, Desktops and Printers.

Ticketing Systems: Zendesk, BMC Remedy, Managed Engine and SCCM.

Networking: DNS, DHCP, TCP/IP.

COMPANIES:

Service Desk Technician, Arraya Solutions 2019 – Present

Blue Bell, PA

Remote Service Technician, Support.com 2019 – 2019

Sunnyvale, CA

Customer Service Associate, Amazon 2016 – 2018

Seattle, WA

Tier II Desktop Support Analyst, CVS/Coram 2014 – 2016

Malvern,PA

Desktop QC/Deployment Analyst,

Paul, Weiss, Rifkind, Wharton & Garrison LLP 2013 – 2014

New York, NY

System Administrator- Account Provisioning,

University Of Penn Health System 2008 – 2013

Philadelphia, PA

EXPERIANCE:

Resolve 25+ incident and request tickets per day through efficient triaging of problems.

Provide remote support on various applications, including MS O-365, MS Active Directory, MS Teams, Intune, Softphone, MS Azure, and proprietary applications.

Maintain 99% satisfaction rating in monthly end-user scoring through applied interpersonal skills and delivering rapid technically sound solutions.

Assist the network and Infrastructure teams in monitoring network and server devices.

Selected by management to train and onboard new help desk techs due to my profound knowledge of operating and ticketing systems.

Maintain hardware performance, network connectivity and software updates in a MSP environment with over 20+ clients.

Deliver Help Desk-based IT phone support to end-users for a fast-paced managed service company, including troubleshooting server, laptop and desktop issues.

Commended by management for exemplary troubleshooting and problem solving skills

Reduce update times for systems and software by 30% through automation.

EDUCATION

2007-2011 Drexel University, Philadelphia, PA

BS in Computer Computing and Security Technology

Completed about 70 credits

2019 - CompTiA A+ Certification

Currently perusing Network+, Azure-900 and Security + certifications

Contact this candidate