Help Desk It Analyst

Marcus Richardson

Resume

IT Helpdesk Position

**** ******** **** ** • DULUTH GA 30096

PHONE: 678-***-**** E-MAIL: ************@*****.***

MARCUS RICHARDSON

OBJECTIVE

To obtain a technical position as an IT Analyst or Help desk technician with great customer skills. I believe that my extensive knowledge troubleshooting, installing and maintaining various types of computer hardware and software will be extremely valuable to your company.

WORK EXPERIENCE

Omnimax, Intl May 2010 to present Norcross, Ga

IT Analyst/IT Help desk manager

Maintain web based ticket system (ManageEngine) to troubleshoot computer and network issues

Worked over 2500+ tickets on a monthly basis

Managed Level I and II techs

Troubleshoot VPN, WAN, LAN Network(cabling and DNS)

Imaged and Repaired desktops and laptops

Managed Active Directory, O365 setups

Managed Helpdesk personnel on projects and ticket reviews

Fruit of the Loom/ VF Brands April 2008 to Jan 2010 Alpharetta, GA

IT Analyst

Used a web-based application (Peregrine) to track troubleshooting tickets for the customer

Supported a help desk with troubleshooting and resolving any problems during a 24/7 on-call rotation

Troubleshoot the Network, Telecommunication, and Server groups as the on-site support

Setup and configured computers all new hire employees

Support and troubleshoot all remote offices and users with setup and configuration

Troubleshoot and repaired all printers and faxes

IBM Global Services Jan. 2005 to March 2008 Alpharetta, GA

IT Analyst

Used a web-based application to track troubleshooting tickets for the customer

Completed the migration of newly acquired companies over to the Corporate standards

Supported a help desk with troubleshooting and resolving any issues

Troubleshoot the Network, Telecommunication, and Server groups with on-site support

Setup and configured computers for all new hire employees

Supported all remote offices and users with setup and configuration

VF Services/ VF Corp Sept. 2001 to Dec. 2004 Alpharetta, GA

IT Analyst

Used a web based application to resolve and troubleshoot all customer issues

Coordinated with Office Services to move user’s computer and telephones throughout the office.

Setup and configured all desktops and laptops with Windows 2000 build

VF Intimates, Inc March 1997 to Aug 2001 Alpharetta, GA

Computer Operator

Printed and distributed reports daily

Monitor and troubleshoot 2 mainframe printer

Assisted tech to manually build and setup new desktops

VF Intimates DC #1 Jan. 1993 to March 1997 Monroeville, AL

Stock Handler

Unloaded trucks and stored garments

Pull different garments using a handheld scanner

Packed and shipped boxes to the customer stores

SUMMARY OF QUALIFICATIONS

Microsoft Office applications – ex. Outlook, Teams, Word, Excel, PowerPoint and Access

AD(Active Directory and Azure setup/Audits

Oracle setup/audits

Wireless and VPN connectivity (with Duo)

Windows 11 and 10

EDUCATION

Sept. 1990 to Dec. 1992

Alabama Southern Community College Monroeville, AL

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