IT Helpdesk Analyst with Strong Soft Skills and Certifications

David Brooks

720-***-**** *******@****.***

Abstract

CompTIA A+ & Network+ certified professional with help desk experience providing software, hardware, and networking technical support. Proven success working in a high-volume enterprise corporation. Demonstrated strengths in customer relations, fast diagnoses, troubleshooting and resolving client issues. Consistently praised for communicating effectively and intuitively with both technical and non-technical users. Known for exceptional patience in dealing with frustrated users. Exceptional soft skills.

Technical proficiencies include Active Directory, SCCM, CA help Desk, xDirector (for VDI management), Cisco Unity, RDP, Go To Assist, CA Service Desk Ticketing, A+ & Network+ Certifications (OCT 2918), MS Office, social media, mobile devices, remote desktop support; prep for Security+ certification.

Availability

Comfortable with 1 day to 6 week refresh projects, servers, laptops, peripherals, servers, network configurations OR

20-30 hours week remote in IT Helpdesk Analyst or other IT support position OR

Next best: 20-30 hours week Hybrid (part remote, part on-site) IT Helpdesk Analyst or other IT support position, if COVID safe standards are practiced on-site.

Would consider: 40 hours week on-site IT Helpdesk Analyst or other IT support position, if COVID safe standards are practiced on-site.

Qualifications

Technical Support

Tech refresh of offices and network configurations, servers, dock stations, peripherals, account setups

oAble to work independently or with others, fast and efficient, strong decision-making in the spur of the moment, excellent ‘get the job done’ attitude.

Active Directory, SCCM, CA help Desk, xDirector (for VDI management), assignment of duties to other personnel, sophisticated diagnosis/problem solving/decision -making skills to resolve software, hardware, Cisco phones, Cisco Go To Assist, RDP, and connectivity issues across enterprise.

Performed Break/fix repairs on hardware, software, including peripheral and mobile devices to maintain 100% satisfaction.

Managed PC lease rolls and other types of deployment for new employees using standard hardware, images and software.

Resolved problems strategically following CompTIA methodology of identifying problem, establishing and testing a theory, resolving or re-planning, and documenting resolution for future tech support.

Customer Service/Communication

Recommended communication modifications to reduce client problems; markedly decreased customer complaints by 50% and better.

Received top ratings on performance reviews in teamwork, customer service, communications and technical problem-solving with persistence, constant communication with lateral partners, accuracy and attention to detail.

Proactively resolved issues and addressed tickets before they increased in importance, reducing downtime for employees and increasing equipment efficiency

Team Collaboration

Flexed my schedule to accommodate user needs and their workload and

Met regularly with tech support team for common problem resolution and tapped into group experience to provide a more efficient desktop experience for users.

Worked with lease roll team of 8 to provide new desktop systems to 350+ business users to be able to meet with them the following day to ensure all data was retained and safe within their desktop environment.

Acted as internal and external liaison and point of contact in a company with 400 employees.

Work Experience

SmartSource office computer equipment, server refresh, etc. part time Current

A3 Solutions Refresh Finance office equipment Denver Downtown 17 MAR 2023

-Technical Refresh, team of 6, 28 offices total

-Removed monitors and old thin client hardware.

-Replaced with new monitors (Samsung) with built-in docking stations.

-Attached to old arms or installed with provided stands.

-Set up laptop, monitors, and dock station.

CDW Solo refresh Siegfried Group Republic Plaza Denver downtown 06 MAR 2023

-Standalone technician.

-Removed 6 monitors and old dock stations

-Replaced with new Dell UD22 Dock stations and monitors.

-Trimmed cable, took pictures, packed up old materials and delivered to FedEx.

TEKSystems UNIX Server conversions Marriott Hotels Denver area JUL 2022-DEC 2022

-Standalone technician duties

-Went to 20 Marriott hotels and replaced their Unix servers.

oCalled manager and scheduled.

oArrived on site, located server.

oTook photos of current location and cabling

oSet up link to offsite support, backed up old server to tape drive

oRan capabilities report and verified with site POC.

oInformed staff that there could be NO logins.

oOffsite ran ledger reports.

oPhotocopied and sent reports back to offsite.

oOffsite verified.

oTook old server and UPS offline.

oReplaced with new server.

oTrimmed cable for new equipment.

oBrought new server and UPS online.

oContacted offline to verify capabilities as good or better than original.

oRan backup, ran ledger reports, went with site POC to room to verify all

oPacked up old equipment, labeled for transport, and stored where POC wanted it.

oReturned 2 days hence to handshake with GM and ensure all functions worked well.

State of Colorado OIT Denver, CO Jan-Mar 2020

-Helpdesk analyst position

-Many 1000’ of users, assisted through chat, phone, zoom, or walk-in to offices.

-Provide technical assistance for user questions/issues on Windows 7, 8 and 10 and Microsoft Office

-Assist in configuring cell phones with both iPhone and Android.

-Resolve computer problems.

-Install and perform minor repairs to computers and peripheral equipment.

-Set up IT equipment for employee use.

-Maintain records of daily hardware installations

-Prepare and document retired equipment and for surplus.

-Update/create documentation and processes.

-Forced to resign because of threat of COVID.

Children’s Hospital Aurora, CO 07 MAR 2019-23 AUG 2019

-15000 workers statewide

-Belonged to team of high tech analysts.

-Used AD, SCCM, xDirector, RDP, et al to assist call ins of every conceivable problem in the users had.

-Had latitude to assist all users with all problems (peripherals, connectivity, mobile assets, wi-fi troubleshooting and setup, VDI mgmt., accounts, lockouts, password resets, provision of or removal of privilege from a variety of 3rd party software.

-Worked hand in hand with tech lead and other leads from other departments to resolve user problems or quickly and efficiently route their call to the owning work centers who could help them the most.

Security, Customer Service Assistant, Staff Pro Denver, CO 2017-2020

-Responsible for security at large venues in Denver (Bellco, Pepsi Center, Mile-high stadium, et al

-Ran Magnetic detector units for venue entry.

-Patrolled areas where patrons did not belong.

-Live event crowd control and management in the arenas

Owner/Director, Brooks'n'Friends Denver, CO 2012-present

-Director and owner of entertainment company, and professional performing artist

-Found clients with entertainment needs, gained their trust and found entertainment to satisfy their needs.

-Managed the artists, ensured they were of the caliper of performance required by the client.

-Ensured all went well day of the event, turnkey from beginning to end.

-Helped with sound and lighting setup, liaison between client and artists, deal with all circumstances of change during the event, managed client and artist expectations, equipment teardown, cleanup, and rebooking with client if possible.

Apple Sales & Service Rep, Sykes Evergreen, CO 2013-2015

Equipment Specialist, Mantech International El Segundo, CA 2006-2010

-Professional support of government contract

-Customer: Space and Missile Command

-Managed support of Western Range Safety Systems R&R

-Attended meetings for Director of Logistics, gave reports and took notes to inform SMC USAF Commander Col. Junyszek of current conditions at VAFB and PAFB.

Desktop Technical Services Manager, Pacific Bell San Francisco, CA 1996-2000

-Position of Technical Services Manager (TSM) for Pacific Bell

-Contract positions with 30 other managers

-Shared responsibility of Van Nuys CA field maintenance offices and business offices desktop peripheral, connectivity troubleshooting, repair, and replacement hardware and software.

-Managed and executed overnight lease rolls with team of10 other TSM, remove and replace 200 workstations. Worked with users the next morning with any questions or concerns over new software installs, logging in, et al.

Education/Professional Development

West Coast Univ. Master’s Degree, MMIS Lompoc, CA 1996

Chapman College B.S., Computer Science Lompoc, CA 1988

CC of the USAF A.S. Electronics Technology Lowry AFB CO 1979

CEI College Networking Technology Certificate Los Angeles CA 1998

Leaderquest PMP/PMI Centennial, CO 2014

Leaderquest ITIL V3 Centennial, CO 2014

Jeffco/CompTIA A+ Certificate Golden, CO 2018

Previous Certifications include A+, MCP Desktop, Server and completed all courses and training for Microsoft MSCE

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