Help Desk Desktop Support

Corey Ivey

Ellenwood, GA *****

Summary: Well-regarded desktop support professional with a proven record of success in overseeing technical processes and coordinating programs in support of business goals. Organized, effective multi-tasker known for persistent approach, thorough follow-through, and calmness under pressure. Persuasive communicator who is effective in developing rapport with others while building trust and respect. Disciplined self-starter who can be relied on to get the job done no matter what the challenge is. Expert in Word, Excel, Visio, Outlook, and Publisher. Advanced knowledge of TCP/IP, Internet Technologies, firewall infrastructure, system security, OSI model, and network architecture. Skills:

• Project Coordination

• Excel/Word/Outlook

• Help Desk Management

• Programming

• Client Relations Records Management

• Presentations

• Research & Reporting

• Filing & Faxing

• Scheduling

Technical Skills:

• Microsoft Office

• Publisher

• Visio

• Windows (all iterations)

• SQL

• Linux

• C

• C++

• BASIC

• Visual BASIC

• HTML

• Java

Education:

• DeVry University, Decatur GA

o Bachelor of Science in Computer Information Systems o Master in information systems management

Experience:

Help Desk Analyst 05/26/2021 – 12/1/2024

Northside Hospital Atlanta, GA

• Prioritize help desk tickets daily utilizing Service Now and troubleshooting technical issues as it relates tohardware devices and software applications for internal users – via phone and remote log-in

• Research and Resolving IT support issues with the Technical Services, Applications, and Operations groups

• Responsible for all aspects of the MIS Help Desk application including the install, maintenance, regularreporting to management, as well as the on-going use and support

• Troubleshoot various applications and OS issues related to Windows 10

• Provide administrative support with Active Directory

• Work with remote/home users and support various VDI related technical issues

• Assist end users with various 2-Factor Authentication applications including Global Protection and Duo Help Desk Technician 01/10/2021 – 5/26/2021

Brooksource Atlanta, GA

Contracted to Northside Hospital

Prioritize help desk tickets daily utilizing Service Now and troubleshooting technical issues as it relates to hardware devices and software applications for internal users – via phone and remote log-in

• Research and resolve IT support issues with the Technical Services, Applications, and Operations groups

• Responsible for all aspects of the MIS Help Desk application including the install, maintenance, regular reporting to management, as well as the on-going use and support

• Troubleshoot various application and OS issues related to Windows 10

• Work with remote/home users and support various VDI related technical issues

• Assist end users with various 2-Factor Authentication applications including Global Protection and Duo Fulton County Election Poll Support Technician 10/13/2020 - 12/15/2020 TDC Systems Integration-Atlanta, GA

Resolve issues with Dominion Voting Software

• Assist with peripheral issues

• Assist in deployment of Poll Pad equipment

• Assist with any problems with voting equipment

Computer Technician 11/1/2019 – 1/17/2020

Brooksource-Atlanta, GA

Contracted to Children's Hospital of Atlanta (CHOA)

• Assisted in Windows 10 Deployment

• Reimaged computers

• Upgraded RAM and hard drives on older PCs

• Maintained spreadsheet for updated PCs

• Maintained inventory

• Upgraded computers that use EPIC

Technical Support/Sales/Customer Service Representative and Driver Dispatch 09/2018 – 12/2019 Amazon-Atlanta, GA (Work from home)

• Receive incoming calls and interact with customers that have a variety of issues that range from billing, technical support with devices, to answering questions regarding products purchased

• Attracts potential customers by answering product and service questions, suggesting information about other products and services.

• Opens customer accounts by recording account information.

• Maintains customer records by updating account information.

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or

• adjustment; following up to ensure resolution.

• Maintains financial accounts by processing customer adjustments.

• Recommends potential products or services to management by collecting customer information and analyzing customer needs.

• Prepares product or service reports by collecting and analyzing customer information.

• Utilize Amazon GPS software to assist delivery drivers in locating customer addresses and marking

• packages as delivered when the driver is unable to. Technical Support/Sales/Customer Service Representative -Atlanta, GA 09/2014 – 02/2016 Multiple contracts – work from home (Frontier, Apple, AT&T, and Xbox) Sykes/Alpine Access

• Receive incoming calls and interact with customers that have a variety of issues that range from billing, technical support with devices, to answering questions regarding the services of an assigned client.

• Attracts potential customers by answering product and service questions, suggesting information about other products and services.

• Opens customer accounts by recording account information.

• Maintains customer records by updating account information.

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Maintains financial accounts by processing customer adjustments.

• Recommends potential products or services to management by collecting customer information and analyzing customer needs.

• Prepares product or service reports by collecting and analyzing customer information. Information Technology Specialist (Desktop Support) -Miami, FL 05/2005 - 03/2012

Internal Revenue Service

• Installing server upgrades, scheduling downtime to minimize user impact.

• Working service tickets utilizing Service Now.

• Monitoring server performance using performance monitoring tools.

• Scheduling, monitoring, and verifying the integrity of systems backups and restoring files as needed.

• Correcting security vulnerabilities in assigned system components in response to problems identified in security reviews or risk assessments.

• Serving as a member of a team planning and managing the upgrade of a large-scale server.

• Removing drivers and editing systems files related to un-installed software and sanitizing hardware

• removed from service.

Contact this candidate