Customer Service Technology Analyst

Avonte Gober, Information Technology Analyst

Denver, 80205, United States, 470-***-****, ******.*****@*****.*** PROFILE Accomplished Information Technology Analyst with over 6 years of information technology support experience. Adept at utilizing programming tools and updating network security. Proven success in programming, planning, configuring, testing, and monitoring new systems. IT Analyst possessing extensive knowledge of technical equipment, hardware and software, as well as hands-on experience with telecommunications and network technology.

EMPLOYMENT HISTORY

May 2017 — Jan 2021 IT Help Desk Technician, Department of Defense, United States Army

Fort Shafter, HI

Monitor and respond quickly to incoming requests relate to IT issues. Maintain computer systems and act as support if any system goes down. Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc). Maintain user PCs, including upgrades and configuration as needed. Assist with on-boarding of new users. Keep inventory of all equipment, software, and license users. Install, configure, and upgrade PC software. Perform risk vulnerability and patch management to all systems and apply the latest IAVA’s and Microsoft updates to keep systems at optimal performance and secured at all times. Create, submit and resolved customer tickets such as: account creation, account deletion, login issues, program access, email creation, password resets, printer connection, and network connectivity issues Jan 2021 — Feb 2023 IT Help Desk Supervisor, Department of Defense, United States Army

Fort Bragg, NC

Supervise a diverse team of Information management officers including overall operations, system imaging, computer service desktop functions, software, and hardware troubleshooting, and network security. Performed risk vulnerability and patch management to systems, applied the latest IAVA’s, and Microsoft updates to keep systems at optimal performance and secured at all times. Created, submitted and resolved customer Service Now tickets such as: account creation, account deletion, login issues, program access, email creation, password Resets, printer connection, and network connectivity issues.Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Monitor and test fixes to ensure problems have been adequately resolved. Track and analyze trends in help desk requests and generate statistical reports. Assess needs for any system reconfiguration (minor or significant) based on request trends. EDUCATION

Apr 2012 — May 2016 Lakeview Academy Gainesville, Ga SKILLS Computer Skills Expert

Fast Learner Expert

Strong Communication Skills Expert

Leadership Skills Expert

Problem Solving Skills Expert

Hardware Troubleshooting Expert

Ability to Multitask Expert

Microsoft Office Suite Expert

Customer Service Expert

Active Directory Expert

Software Licenses and Patches Expert

Service Now Expert

Application Support Expert

Software Management Expert

Software License and Patches Expert

Troubleshooting and Diagnostics Expert

COURSES

Feb 2020 — Mar 2020 Network +, Pacific Signal University Feb 2022 — Mar 2022 Security +, Pacific Signal University REFERENCES Deon James from Sierra Space

*****.******@*****.*** · 478-***-****

Anthony Curry from Enterprise Network

Operations and Security Center

**************@*****.*** · 937-***-****

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