Information Technology, Help Desk, Technical Support

Job Experience:

University of Dubuque, Dubuque, IA 2002-present

Technical Support / Help Desk

Handled Help Desk Calls from End Users, and coordinated resolution from IT staff. Also worked with users in person as walk ins to the Technology Office.

Trouble-shooting computer/printer problems over the phone. Utilized Microsoft Access products entering, tracking, and reporting customer information into a computerized database.

Managed the Student Work Study coverage for 2 computer labs.

Assisted with Updates to Technical Documentation as needed with system upgrades.

Assisted the Network Administrator with research and Purchase Requests.

Honkamp Krueger, Dubuque, IA 1999-2001

Computer Specialist

Support of Hardware and software of accounting firm. Handled support calls from end-users in the Dubuque, Bellevue, and Dyersville offices.

Traveled to other sites to assist with special projects.

Assisted the Network administrator with system upgrades, both network and person computers.

Updated and assisted with Technical documentation as needed with system wide upgrades.

Northeast Iowa Community College, Peosta, IA 1996-1999

Computer Technician / Help Desk

Handled Help Desk Calls from End Users, and coordinated resolution from IT staff. Also worked with users in person as walk ins to the Technology Office.

Trouble-shooting computer/printer problems over the phone.

Utilized Microsoft Access products entering, tracking, and reporting customer information into a computerized database.

Assisted with Updates to Technical Documentation as needed with system upgrades.

Assisted the Network Administrator with research and Purchase Requests.

Traveled to other company sites to assist with special projects.

Supported and maintained 4 computer labs and over-saw computer distribution, as well as supported faculty and staff computers.

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Education:

Associate Degree: Business Computer Programming, 1993

Northeast Iowa Community College, Peosta Iowa

CompTIA A+ Certification 2000

New Horizons, Cedar Rapids, Iowa

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Skills:

Experienced with Microsoft Office products (97-XP). Extensive work with Outlook and Access, as well as technical documentation for use of Office Products. Main job responsibility Technical Help Desk / Support. Update and maintain end-user data; tracking of work orders using TrackIt Help Desk software for instances that cannot be resolved over the phone and assigned to IT Staff. Familiar with general office equipment including printers, Computers, copiers, fax machines, and 10-key calculators.

Skilled in customer service; handle end-users inquiries and research for resolution, or assistance with IT staff to resolve computer/phone/system related work orders.

A+ Certified Computer Technician. Ability to Multi Task and work on many projects at the same time.

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