Help desk professional

JASON HORTON

*** *. ****** ***** ***, APT *** ♦ ANNAPOLIS, MD 21401 ♦ 240-***-**** ♦ *********@*****.***

SUMMARY:

• Extensive hands-on technical support and help desk experience specializing in customer satisfaction.

• Proven record of rapid learning and flexibility to adapt to any assignment or position as needed.

• Recognized for updating and redesigning technical documents.

• Excellent communication skills. Effective problem solver and team player.

• Diverse IT knowledge and skills with proficiency in various office and enterprise software.

TECHNICAL SKILLS:

• Remedy, LanDesk, Active Directory, AutoBerry, VPN, TCP/IP, malware/virus cleaning

• Windows 98-XP, MS Word, Excel, PowerPoint, Access, Outlook, Firefox/IE

• Basic IBM-compatible hardware familiarity

• Typing speed measured at 98 WPM, 97% accuracy.

EXPERIENCE:

Quality Technology – National Institute of Standards and Technology Gaithersburg, MD

Help Desk Technician – Contracted position August 2009 – November 2009

• Managed 100+ client interactions daily via email, telephone and face to face.

• Generated and processed Remedy tickets, password resets, and requests for software licensing.

• Contributed to Knowledge Base, created several updated technical documents.

• Extensive troubleshooting of MS Office Suite and MS Outlook software

• Utilized Remedy, AutoBerry, LanDesk, Active Directory, NISTNet, and more.

Comcast Cable Communications White Marsh, MD

IP Support CAE II January 2008 – December 2008

• Completed 40+ customer interactions daily via telephone.

• Acted as liaison between repair technicians and customers – scheduled tech visits and maintenance orders.

• Processed payments, offered sales promotions, and managed billing and email accounts.

• Utilized Remedy, CADM, VSM/SVP, ComTrac, Cable Data, and more.

Insight Global – PNC Bank Salisbury, MD

Deployment Engineer Technician – Contracted position September 2007

• Provided PC hardware installations and software support for the PNC/Mercantile Bank merger.

• Performed onsite deployment installations to ensure a smooth transition to PNC software systems.

• Traveled to onsite job locations in Maryland and Delaware as needed.

EDUCATION:

Cecil Community College – North East, MD

• Associate of Arts Degree in General Studies

• Specialization in information systems, communications and digital photography.

VOLUNTEER ACTIVITIES:

• Work Study/Research Assistant: October 2002 – April 2004

Researched various occupational industries, mailing list administration /routine tune-ups of computer labs, which included virus scans, registry checks, printer maintenance

• The Seahawk (official college newspaper): Fall 2002- Spring 2004 – contributing writer

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