Help Desk Analyst - Technical Support Specialist

Jimmy L. Perkins

Yeadon Pennsylvania *****

********@*****.*** 267-***-****

Professional Summary: Jimmy is a Certified Computer Support Analyst capable of providing technical assistance, support and advice to computer users to troubleshoot software and hardware challenges using remote-access, phone and email. Technical Disciplines Certifications: A+, Net+, Microsoft Certified Professional (MCP), Microsoft Certified Desktop Support Technician (MCDST) & Dell Certified Support Expert (DCSE)

Hardware: Experience working on desktops, laptops and pads including internal hardware components such as motherboards, network interface cards and CD-ROM/DVD-ROM/PC nterfaces, and external peripherals such as printers and I/O devices. Software: Well versed in various versions of Microsoft Windows including both client-side and server-side operating systems. He has additional experience with packaged software such as Apple OS/App, Microsoft Office, Google suite, Citrix,SAP, SCCM, Sispoint, Active Directory, Cisco Any-connect, Microsoft networking and TCP/IP. Jimmy is also experienced with Various ticketing Systems (Heat, ITSM, Service Center, Service Now

Professional Experience

• Insightglobal: Service Desk Technician

• Contracted with Airgas – June 2023 – July 2026

Outgoing fast learning professional with strong oral and written communication skills. Airgas is large international specialty gas company. I've been working on the help desk supporting internal employees and contractors using phone, email and Google chat in Radnor Pa and remotely. My ticket support includes assisting with first and second level support. Any issues that can’t be resolved over the phone are escalated to a tier 2 or3 team. High volume of calls 40 to 70 calls along with tickets a day. I am constantly learning new technologies on a regular basis.

I Provide Second-level technical support to internal users on software. Troubleshoot and resolve basic to moderate technical issues on a timely basis. Excellent at working independently and part as a team.

• Cap Gemini: Senior Help Desk Technician - March 2020 - October 2023

• Contracted with: Vanguard - Progressive Insurance - State of Georgia

Self-motivated tech providing first and second level end user support via, phone, email and remote-assistance.

Demonstrated communication skill and able to work well with executive level staff and their assistants. Demonstrates ability to work independently. Able to collaborate with colleagues when needed to troubleshoot issues as they arise.

Resolve general desktop issues related to lockups, account access, general configuration performance, files recovery and profile issues.

Troubleshoot desktop, monitor, general printer and other peripheral and device related hardware issues.

Install, troubleshoot, and repair general ms windows and pc based line-of-business application, networking and integration.

Troubleshoot basic network issues including internet, browser, physical connections, wireless, network devices, and general connectivity issues.

Ensure that client issues are solved in a timely fashion and service level expectations are met by escalating assigned tickets according to the established escalation policy.

follow established procedure for ordering desktop and peripheral parts and replacements requested by the client.

Update service tickets to reflect appropriate statuses with thorough documentation of problem.

Temple University Health System

Senior Help Desk Technician November 2016 – February 2020

Provided first and second level computer support by phone to employees for various issues that arise each day. Logged, tracked and closed Trouble Tickets and IT Service Requests in several call tracking systems and have followed up in a timely manner to ensure customer satisfaction. Have knowledge, understanding and have complied with policies and procedures. Provided feedback to management concerning possible problems areas of improvement. Performed other duties as assigned by management. Communicated with users to learn procedures following the source of the error; answering questions, applying knowledge of computer software, hardware and procedures; determining cause of the problem and talking with co-workers to research problems to find the solutions.

First PRO Inc. Help Desk Analyst ll

Contracted with: Mobilex USA - Temple University Health System Jan 2016-Oct 2016

Help Desk Analyst ll technician that provided phone support to 2,000+ mobile techs as well as regional office/sales sites. Savvy with both hardware and software related troubleshooting techniques. Supported Field level 1 through level 2 issues to resolution from initial point to finish. Managed tickets and properly documented the issue while following escalation paths within a timely fashion. Supported company specific applications and able to self- manage and prioritize issues as they came in. Have excellent oral communication, listening, interpersonal, and written communication skills. Have shown a willingness to share knowledge with team members, superiors, and users. Have the Ability to listen to users in a courteous and friendly manner, acknowledge the reality of their problems, translate their descriptions into technical terms, fix or escalate. Excellent customer service skills, including the ability and willingness to communicate effectively and appropriately in an empathetic and understanding manner.

Computer Aid Inc. Service Desk Analyst II November 2012-December 2015

•Contracted with: AmeriHealth Caritas - Zoetis - Bryn Mawr Trust Bank

In my last position at Computer Aid, I was responsible for converting business clients to a new online banking website by instructing users how to log-in and navigate through the pages. I also contacted the new clients and guided them through the computer changes required for them to deposit checks remotely. I have been responsible for providing first level end user support via phone, email and remote-assistance.

• Digital Intelligence Systems Corp. Field Technician

Contracted with: Dell February 2011 – November 2012

Worked as a consultant to repair desktops, laptops and printers for Dell. My territory included West, South and Center City Philadelphia. Supported simple to complex installations or changes to peripherals and device drivers. Managed and updated all service calls and emails via the Web Portal and worked independently with little supervision. Demonstrated excellent customer service skills and continually learned new equipment.

Education: New Horizons Computer Learning Center 2010

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