Help Desk Analyst
Resume:
Kenneth Luther Gardin
Charlotte, N.C. 28227
***********@*****.***
Professional IT Experience
Bank of America, Charlotte, NC, 01/11 - 09/11
Help Desk Analyst/Desktop Support
• One hundred percent phone support User Administrative for Bank of America.
• Responsible for incoming calls as part of the Level 1 Support Teams.
• Utilized strong customer service skills based on each user’s support needs.
• Internet Explorer 7 and 8 browser trouble shooting, reset password and printers.
Software and Hardware supported: Microsoft Office Suite, Windows, Ticket Monitoring, Remedy Capture Tool, LAN, WAN, VPN.
Dassault Systems Inc, Charlotte, NC, 01/06 - 11/10
Help Desk Analyst
• User Administrative support for Dassault Systems Incorporated.
• Responsible for incoming calls as part of the Level 1and 2 Support Teams.
• Utilized strong customer service, relational, and analytical skills based on each user’s support need. Provided diagnosis and technical support for Windows PC platforms, and end user email support. Reset passwords and printers.
• Interfaced with internal departments and outside vendors as a liaison during problem resolution.
• Participated in conference calls to explain processes needed in order to resolve problems encountered.
Software and Hardware supported: Microsoft Office, Lotus Notes, Outlook, Windows, Ticket Monitoring, Remote/Promote client management tool, Remedy Capture Tool, Active Directory administration, VPN, LAN, WAN.
International Business Machine (IBM) Inc, Charlotte, NC, 04/00-01/06
Help Desk Analyst
• Provided technical support for users including server connectivity and basic use of the applications.
• Responsible for incoming calls as part of the Level 2 Support Teams.
• Maintained full knowledge and expertise in company’s hardware and software systems by providing technical assistance and excellent external customer service worldwide.
Education
BS Computer Science
University of Cincinnati, Cincinnati, OH
Professional (Technical and IT) Skills
Excellent Technical Supporter/Help Desk Professional
Computer Programmer (COBOL)
IT Hardware & Software
Training Facilitator
Troubleshooter
Excellent Customer Service Skills
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