Help Desk

OBJECTIVE

Help Desk Support Analyst

WORK EXPERIENCE

Aug. 2005- Present Apollo Health Street Americus, GA

Certified Help Desk Professional

*Resolve technical problems presented via phone or email.

*Password resets, unlock accounts, create email accounts, and account administration

*Analyze and troubleshoot desktop hardware, software and create tickets for 2nd level support.

May 2002 - Feb. 2004 Calltech Communication Albany, GA

Help Desk Analyst

*Take inbound calls to help customers with Broadband connectivity.

*Make out bound calls for advance OS, browser, and email issues.

*Document, track, and monitor problems to ensure a timely resolution.

May 1996 - Present Sub-Contractor/Self-Employed Dawson, GA

Computer Technician

*Install servers and other hardware for the USDA.

*Installed P.O.S systems and laser printers for the U.S. Post Office.

*Ability to perform advanced complex repairs and upgrades on a wide variety of computers and peripherals.

EDUCATION

Certified Help Desk Professional Aug 2005

Albany Technical College Albany, GA Diploma in Printing/Graphics Oct. 1996

Terrell High School Dawson, Ga. Diploma June 1993

RELEVANT QUALIFICATIONS

*Responding to and resolving tickets within defined SLA's.

*Knowledge of a wide range of computer systems software, applications, hardware and communications.

*Demonstrates persistence and follow-through to provide superior customer service.

*Proficient with operating systems including Windows, AS400, and Mac OS X.

*Knowledge of Microsoft Office products.

*Knowledge of Citrix XenApp applications, Active Directory, Magic, and Remedy.

*Diagnose and solve technical/operational problems in an expedient manner as possible.

*Strong organizational skills, detail oriented to produce high-quality accurate results.

*Ability to multi-task, adaptable to change, with a sense of urgency.

Contact this candidate