Help Desk Analyst
Resume:
Adam Rhodes
**** * ******* **., *******, AZ *****
************@*****.***
Security Clearance: Active DOD Secret
Objective: Position as an Entry-level Network Engineer
Summary
Information Technology Specialist with 6 years’ experience in network, help desk, and desktop support. Ensures customers receive top quality service and technical expertise. Has established people and customer service skills. Motivated and reliable. An enthusiastic team player with a desire to learn and to excel in his profession. Currently possesses a DoD Secret Security clearance.
Skills & Expertise
●Windows OS
●Microsoft Office 2016
●Troubleshooting
●Active Directory
●ServiceNow
●Brocade Switches
●Compliance
●End-User Analysis
●Cisco Switches
Experience
Help Desk Analyst (February 2020 - Present)
Diné Development Corporation, Scottsdale, AZ
●Locally and remotely determine and repair various computer malfunctions using diagnostic and application software.
●Conduct installations and removal of various operating systems and application software to increase end user efficiency.
●Install, configure, upgrade, and maintain computer equipment, peripherals, network devices, and data communications equipment
●Create, update, remove user accounts using Active Directory according to company policies.
●Provide firsthand technical support locally or through remote access software.
●Document, update, and resolve service request tickets in a timely fashion.
●Install, configure, maintain, and troubleshoot windows workstation operating environments and client-side components.
●Ensure operating environments are properly configured, and functioning with specified network components, storage components, and applications.
●Manage, and support verbal and communications software such as Zoom, Slack, Cisco Webex, and Microsoft Teams.
Help Desk Support Technician (Apr 2019-February 2020)
Sprouts Farmers Market, Phoenix, AZ
●Updated and managed system and user accounts for 10000+ users.
●Provide first level hardware, network, and software support for team members at store, and corporate level.
●Conduct Remote diagnostic and troubleshooting of MS Office and or Windows issues.
●Log and document all incidents and user contact in a case management system.
●Answers incoming calls and transfers information into the case management system.
●Interpret, evaluate, and resolve complex problems associated with corporate and store systems.
●Place service calls to outside vendors, monitor and track the call until the issue is resolved.
Network Administration Technician (Oct 2017-March 2019)
U.S. Army, 59th Signal Battalion, HHD, Fort Richardson, AK
●Base lined 300+ switches to be deployed on the network.
●Install, operate, and maintain commercial network equipment.
●Installs, configures, and maintains Network equipment within a Land Area Network.
●Conducted installations of network drops connecting to patch panels to enable network usage for customers.
●Inventoried over 300+ network switches worth over 1.2 million dollars to be turned in.
Help Desk Technician (June 2015- Oct 2017)
U.S. Army, 59th Signal Battalion, HHD, Fort Richardson, AK
●Implemented Windows 7 migration to Windows 10 for 250 Information Systems required for Security compliance and best business practices.
●Implemented system administration and maintains computers and servers within the computing and network environments.
●Created, updated, monitored systems and user accounts for over 2000+ users.
●Reimaged 300+ information systems according to all required policies and regulations to Windows 7 for personnel and customers.
●Documented technical solutions on 400+ trouble tickets using Remedy ITSM.
●Completed 200+ trouble tickets resulting in customer satisfaction.
Education and Certifications
●CompTIA A+
●U.S. Army Advanced training for Information Technology, Fort Gordon, GA
●High School Diploma, Fort Walton Beach High School
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