Remote Helpdesk Analyst with 4 Years Experience

ALICIA LUDLOW

Long Branch, NJ ***** • 732-***-**** • ******.******@*****.***

PROFILE

Helpdesk Analyst with over 2 years of experience in the IT sector, certified in the Internetwork Engineering Program, and pursuing additional certifications to further enhance a career in IT industry. Creative, quick learner, and hardworking, with a strong motivation to provide helpful and honest service. Positive problem solver and service- oriented, well-organized, and always willing to learn new things. Adept in technical troubleshooting and customer service, excelling in remote support, resolving hardware/software issues, and enhancing incident management processes. Demonstrated expertise in operating systems and security awareness. Proficient in supporting and maintaining computer networks and applications, with the ability to install, upgrade, troubleshoot, configure, support, and maintain software and hardware systems.

EDUCATION

Coursera Online 05/2023 – 05/2023

Program: Certification in Foundations of Cybersecurity PC AGE Career Institute Iselin, NJ 06/2021 – 04/2022 Program: Internetwork Engineering covering certification training for: CompTIA A+, CompTIA Network+, CompTIA Security+, CompTIA Linux+, Microsoft Windows 10 and Server 2019, & Cisco Certified Network Associate. Coursera Online 04/2020 – 04/2021

Program: Certification in Google IT Support

TECHNICAL SKILLS

Network Operating Systems – Windows 2019 Server

Client Operating Systems – Windows 7/10

Network Protocols – TCP/IP

Network Services – Active Directory, DNS, DHCP

Client Software - Microsoft Office 365, Internet Explorer, Remedy Hardware - IBM PC, Network Interface Cards, Hard Drive Technologies (SATA, SCSI), DAT Tape Drive, Multimedia Card Readers, Laser Printers, iPhones, Laptops and Laptop Connect Cards. Application Software - MS Word, MS Excel, MS PowerPoint, USPS Shipping System, and AS400. CERTIFICATIONS

CompTIA A+ Certified Technician

PROFESSIONAL EXPERIENCE

Nuware Tech Corp Iselin, NJ 06/2022 – Present

Helpdesk Analyst

Diagnose hardware and software problems using remote desktop tools.

Provide technical assistance to customers over the phone, email, and chat.

Utilize a ticketing system to log all customer inquiries for future reference.

Assist with setting up new user accounts, permissions, and passwords.

Install and configure operating systems, applications, and peripheral devices.

Maintain a high level of customer service while troubleshooting various computer issues.

Proficient in Windows OS, Microsoft Office Suite, Active Directory, and LAN and WAN networks.

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