Help Desk Technical Support

Jason Wedge

** ******** ***** *** *** ● Salem, NH 03079 ● 603-***-**** ● ********@*****.***

Summary

• 25 years experienced technical support specialist with strong technical knowledge

• 3 Years management experience leading teams and improving operations

• Outstanding customer service and communication skills

• Proficient in Windows operating system migration, installation and configuration.

• Skilled in troubleshooting hardware and software issues, account provisioning and system migration

• Proficient in Windows Operation Systems, Office 365 administration and Active Directory

• Working knowledge and experience with viruses, spyware and malware removal.

• Attention to detail and innovative strategies to streamline processes

• Inventory tracking and management

• A+ and Network+ certified

EDUCATION: Southern New Hampshire University, Manchester, NH

Bachelor of Arts: Information Technology with concentration in Management May 2018

COMPTia A+ and Network + Certified MCDST: Microsoft Certified Desktop Support Technician

TECHNICAL QUALIFICATIONS

OPERATING SYSTEMS: Windows XP/Windows 7, 8, 10, Mac OS X, iOS

APPLICATIONS: Citrix, MS Office, LANDesk, Windows Operating Systems, Active Directory, Remedy,

Kace, Bomgar, Horizon Virtual Desktop, Zendesk, ServiceNow

NETWORKING: VMWare, LAN/WAN, TCP/IP, DHCP

PROFESSIONAL EXPERIENCES

Southern New Hampshire University May 2022-Sep 2024

Systems Analyst

Manchester, NH

• Processed and updated student information efficiently within database systems

• Collaborated with various departments to improve operational workflows

• Applied troubleshooting skills to identify and resolve system related issues promptly

Lactalis Inc./Stonyfield Yogurt June 2021-May 2022

Help Desk Administrator

Londonderry, NH

• Delivered technical support to 500 employees, resolving complex hardware and software issues

• Streamlined onboarding process by setting up and training new hires on IT systems and applications

• Managed IT inventory, enduring optimal supply levels for smooth operations

• Diagnose and resolve technical hardware and software issues including contact

vendors as needed for problem resolution and research questions for problem

resolution using available information resources.

• Install, modify and make minor repairs to computer hardware and software and

provide technical assistance and training to users.

• Provide administration for Office 365, including account creation and troubleshooting

• Prepare and provide training to end users on software, hardware and peripherals as

scheduled.

• Maintain toner and laptop battery inventory, as well as other IT supplies and

equipment and replace as necessary

• Developed detailed help desk reports to track performance metrics and identify improvement areas

• Prepare laptop for new users including reimaging computer, inventory updates, antivirus

installation, BIOS updates, Software and Windows updates and encryption

• Create and manage help desk reports

Elder Service of Merrimack Valley July 2018 – May 2021

Help Desk Manager

Lawrence, MA

• Championed a help desk team, enhancing service delivery by creating a new call tracking system

• Developed support procedures, and resolved technical issues in a timely manner, while also monitoring staff performance and communicating with clients to maintain high customer satisfaction levels.

• Provided support to 500 employees

• Created new help desk call tracking system

• Built a comprehensive 300narticle knowledge base to improve call resolution rates

• Oversaw IT inventory, ensuring resource availability for smooth operation

• Performed new hire orientation training

• Perform new hire account setup and shut down tasks as staff exit as well as moves,

additions, and changes.

• Diagnose and resolve technical hardware and software issues including contact

vendors as needed for problem resolution and research questions for problem

resolution using available information resources.

• Install, modify and make minor repairs to computer hardware and software and

provide technical assistance and training to users.

• Provide administration for Office 365

• Prepare and provide training to end users on software, hardware and peripherals as

scheduled.

• Maintain toner and laptop battery inventory, as well as other IT supplies and

equipment and replace as necessary

• Create documentation to help identify future areas of improvement and mitigate

future potential issues.

• Act as a liaison between customers (staff, volunteers, interns, external contacts,

etc.) and the IT department.

• Provide necessary copy counts for copiers and printers to contracted vendor.

• Regular testing of all conference room equipment and providing audio/video

support for staff or external presenters

• Prepare laptop for new users including reimaging computer, inventory updates, antivirus

installation, BIOS updates, Software and Windows updates and encryption

• Create and manage help desk reports

Middlesex Community College August 2000 - March 2017

System Analyst

Lowell, MA

• As part of a 6-person IT team, provide Tier 2 support to 1000+

• Managed 4-person Tier 1 team

• Used Active Directory to configure Macintosh and Windows PCs.

• Create and manage User accounts Active Directory, apply group policies

• Updated deployable base images for PCs using LANDesk. Deployed PC

• Initiate repairs for computers by troubleshooting issues before contacting manufacturer

• Provide primary help desk support for a variety of hardware and software issues.

• Manage and assign help desk tickets using LANDesk ServiceDesk and Remedy

• Assist Tier I support in managing calls and Help Desk issues

• Install & manage RSA soft tokens on laptops and hard tokens for employees.

• Data encryption of laptops using BitLocker.

• Troubleshooting, maintenance and installing and configuring network printers

• Replacing failed hardware such as motherboards, network and video cards and

drives.

• Manage and keep track of loaner laptops and workstations.

• Provide one-on-one and/or organized, comprehensive end-user training

• Provide support to end users on a variety of technical issues.

• Migrating user profiles to new devices

• Installing, configuring and repairing MS Office applications

• Configure user and computer accounts in Active Directory within Windows

environment.

• Perform onsite setup of wireless networks, network printers, faxes, and scanners.

• Manage Windows Active Directory-based domains, create AD accounts, reset

passwords.

• Under minimal supervision, responsible for the maintenance and replacing of

equipment, perform routine maintenance on equipment, assist in identification of

system/network problems including remote sites, and test, adjust, and troubleshoot

equipment as necessary.

Contact this candidate