Help Desk Technician - IT Support Expert

JAMES LONG

**** ******** **** *** * Richmond, VA 23225 804-***-**** ********@*****.***

Summary

Help Desk Technical Analyst: A+ certified with over 10 years in IT Service Desk roles. I enjoy the challenge of helping users with technical problems. I am very technical minded and have a strong ability to communicate with non technical users and I find it easy to communicate with diverse groups of people. Experience with using multiple versions of Windows. Experience working onsite and remote.

Experience

Jul 2025 - Nov-2025

Network Technologies and Support, Richmond, VA- Field service Technician

● Assembled, set up, configured and imaged desktop computers Jan 2024 - July-2024

Nordic Global, Richmond, VA- Help Desk Technical Analyst

● Same duties as with Bon Secours Mercy Health. The Bon Secours Mercy Health IT Service Desk was acquired by Nordic Global on 01/01/2024. Apr 2014 - Dec 2023

Bonsecours Mercy Health, Richmond, VA - Help Desk Technical Analyst

● Answered incoming IT related calls and performed remote troubleshooting

● Documented incidents using Service Now and used Sharepoint for KBs

● Troubleshoot: network, VPN, browsers, hardware/software issues, MDM

● Map network drives, reset passwords, unlock Active Directory accounts, manage VIP 2FA

● Escalated incidents, performed security checks, assisted with MS Intune Company Portal

● Nordic Global acquired the IT department and outsourced to the Philippines on 7-01-2024 Mar 2013 - Mar 2014

Dell/Wellpoint, Richmond, VA - Advanced Technical Support (contract)

● Directed users on hardware set-up: router installation, VPN set-up, phone set-up

● Used Remote Desktop for pre and post data migration/ shipped and received equipment

● NOTE: Successfully completed contracted term of 1-year Education

Jan 2010 - Dec 2010

New Horizons, Tysons Corner VA - CompTia A+

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