Help Desk Support
Resume:
James Robert Allen
Phoenix, AZ 85032-6217
602-***-**** **********@*****.***
James Robert Allen
Phoenix, AZ 85032-6217
602-***-**** **********@*****.***
Dear Search Committee,
If you're interested in a current information please let me know. *****@***.***
I am A+ certified and hold a Bachelor of Science degree in Computer Information Systems from Arizona State University.
While at Phoenix Children’s Hospital, I served as front line telephone based help desk support. In past positions at the Mayo Clinic Hospital and Arizona State University I have provided one-on-one desk-side user support and setup, configure and service of new or replacement desktop workstations, laptops, mobile devices, and printers of all kinds. I ensured incidents were properly resolved or escalated per SLAs. These positions demand a high degree of customer satisfaction.
In my downtime, I volunteer with Goodwill of Central Arizona as a Career Advisor providing one-on-one instruction and support to assist active job seekers using Windows PCs to create and review resumes, using Internet for focused job search and job application, establishing and utilizing email accounts.
I was systems administrator for Arizona Health Foods where I designed, implemented and maintained a network with POS, scanner, cash drawer, and workstations. I maintained such systems for IBM and for H&R Block.
At ASU, I gained extensive GHOST experience and at Mayo Clinic, I completed several training courses for repair of Toshiba laptops and Samsung MFD printers, much of the knowledge gained is not manufacture specific. I am very good with all printers and laptops. I have managed and worked at service / help desks and call centers for over five years. I am proficient, at a master’s level, with Windows including Win7 and Microsoft Office Suite products including 2010.
I am looking forward to scheduling an interview with you. James Allen
James Robert Allen
13619 N 38th Place
Phoenix, AZ 85032-6217
602-***-**** **********@*****.***
I have served many years in increasingly responsible support positions, including 6 years at ASU in a senior position. I have worked with many types of networks, computers, peripherals and applications, including planning, acquiring, configuring, securing systems, installing and updating software and maintaining peripheral equipment such as scanners and printers. I have current and extensive skills with Microsoft OSs and applications including Active Directory, Exchange, and I am more than just OK with Mac OSs and happy to learn more. I have installed, configured hardware for Mac OS/X and Windows (XP/7) client-based computing environment; installing, configuring, troubleshooting MS Office 2003 - 2010, email/calendar clients; system automation and deployment tools (Ghost); configuring and troubleshooting email on mobile devices of all kinds, assisted customers to troubleshoot and manage email systems. I have experience in providing computer customer support for a diverse population of customers. I have excellent verbal and written communications skills. I have worked with user populations ranging from first-time users to PhD professors and organ transplant surgeons.
• 08/2013 to 11/2013 Help Desk Analyst
Phoenix Children’s Hospital
1919 E Thomas Rd
Phoenix Arizona 85016
I provided desk side support to end users on computer system or hardware problems or questions users on computer system or hardware problems or questions; Entered and maintained accurate descriptions for all communications requesting support; Installed and configured Microsoft Windows operating systems as well various application specific software packages; Setup, configured and serviced multifunction printers.
• 06/2013 to 08/2013 Volunteer Career Advisor
Goodwill of Central Arizona
3130 E Thomas Road
Phoenix, AZ 85016
Supervisor: Michael Lee, Career Advisor
602-***-**** *******.***@**********.***
16 hours weekly, Volunteer Career Advisor; Goodwill of Central Arizona, Mesa Career Center (computer lab); Providing one-on-one instruction and support to assist active job seekers using Windows PCs to create and review resumes, using Internet for focused job search and job application, establishing and utilizing email accounts.
Employment History continues on next page
James Robert Allen
13619 N 38th Place
Phoenix, AZ 85032-6217
602-***-**** **********@*****.***
• 05/2012 to 05/2013 Workstation Support Analyst
Mayo Clinic Hospital
5777 E. Mayo Blvd.
Phoenix, AZ 85054
I provided desk side support to end users on computer hardware software and peripherals.
• 11/2010 to 04/2012 End User Services Technical Support IBM Corporation
2929 N Central Ave
Phoenix, AZ 85012
Supervisor: Kim A. Bengtson-Minnick, Service Delivery Manager 206-***-**** ********@**.***.***
• 05/2011 to 04/2012 End User Services Technical Support Assigned By IBM to Covance Laboratories
2701 E Ryan Road
Chandler, AZ 85286
Contact: Ron Aufiero, Interim Director, Global Service Delivery 480-***-**** ***.*******@*******.***
• 12/2010 to 05/2011 Field Services Technician
H&R Block Corporation
1520 W Mineral Road
Tempe, AZ 85283
Supervisor: William Greene, Associate Manager - Field Tech 972-***-**** *******@*******.***
• 04/2010 to 07/2010 Technical Support:
eInstruction Inc.
14400 N. 87th Street, Suite 250
Scottsdale, AZ 85260
Supervisor: Erin Scanlin, Technical Support Supervisor 480-***-**** ****.*******@************.***
Employment History continues on next page
James Robert Allen
13619 N 38th Place
Phoenix, AZ 85032-6217
602-***-**** **********@*****.***
• 07/2009 to 04/2010 Volunteer Career Center Educator Goodwill of Central Arizona
417 N. 16th Street
Phoenix, AZ 85006
Supervisor: Robert Herron, Career Center Educator
602-***-**** ******.******@**********.***
• 07/2001 to 01/2002 Lead Instructor
Lead Instructor, Rio Salado Community College North 1715 West Northern Avenue, Phoenix, AZ 85021
• 07/1998 to 11/2000 Systems Administrator
Arizona Health Foods
13802 North 32nd Street Suite 14
Phoenix, AZ 85032
Supervisor: Greg Cooper 480-***-****
• 09/1997 to 12/2009 Technical Support Analyst Senior Arizona State University
Engineering Technical Services
Post Office Box 875206
Tempe, AZ 85287-5206
Contact: Julene Cahoon, Computing Manager
480-***-**** ******.******@***.***
James Robert Allen
13619 N 38th Place
Phoenix, AZ 85032-6217
602-***-**** **********@*****.***
Professional References:
Dr. William E. Lewis Ph. D.
Emeritus Professor and CIO
Arizona State University
480-***-**** *****@***.***
Wayne Woodland
Systems Programmer, Pr.
School of Computing and Informatics
Ira A. Fulton Schools of Engineering
Arizona State University
480-***-**** *****.********@***.***
Kent Schoeff
Workstation Support
Mayo Clinic
Phoenix AZ
602-***-**** *******.****@****.***
Pablo Carapella
Senior Workstation Support
Mayo Clinic
Phoenix AZ
480-***-**** *********.*****@****.***
Lee Reynolds
Tech Support Analyst Senior
Engineering Dean High Performance Computing Center Ira A. Fulton Schools of Engineering
Arizona State University
480-***-**** ***.********@***.***
Contact this candidate