Helpdesk Analyst

Eric B. Ryan

**** ********** ****

Live Oak, CA 95953 Home Phone: 530-***-****

Email: ****.****.****@*****.***

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Objective

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I have training and experience in Business Ethics and Business Communications as well as Customer/Business Services and am a Certified Helpdesk Analyst through HDI. I am seeking a steady 9-5 type position where there is a growth potential in both job placement as well as knowledge and experience. My hobbies include Church, Web Based Graphics and an internet based community I created, averaging 100 members continually, for the last 8.5 years.

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Skills

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• Computer Skills

• Both software and hardware literate

• Excellent Communication skills

• Understanding of multiple levels of management and personnel coordination and organization.

• Easily trainable in new skills and positions.

• Experience with incident management and urgency triage software and services.

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Experience

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Butte College, 3536 Butte Campus Drive, Oroville CA 95965 Oct, 2007 - August, 2008

User Support Services Analyst (Helpdesk Technician)

• First line phone and email trioge for IT services

• Software and hardware diagnostics

• Exchange 07 user administration

• User account creation (Exchange, Active Directory, BMC, etc)

• Helpdesk IQ and BMC Incident Management software use

• Customer Service

• Website creation and updates

• Remote diagnostics and services (Timbuktu Pro and VNC)

• Student and staff services

• VPN and Datatel use and installation

• MS Office 2003-07 staff help

• Creation and updating IT E-Newsletter

• Duties included variable items for the department

Gigabytes Computers, 615 10th Street, Marysville, CA 95901 May, 2002 - August, 2007

Tech Manager

• Laptop/PC Repair

• Computer Diagnostics

• Shipping/Receiving

• RMA

• Customer Service

• Parts Ordering

• On-Site IT and Services

• On-Site Warranty Services

PC Install-It, 642 D Street, Marysville, CA 95901 June, 2000 -May, 2002

General Technician

• PC Repair

• Computer Diagnostics

• Shipping/Receiving

• RMA

• Customer Service

• PC Refurb

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Education

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Yuba College, Marysville, CA 95901

Business Units

• Basic Business (Prerequisite)

• Business Communications

• Business Law

• Business Management

Monte Vista Highschool, 3131 Stone Valley Road Danville, Ca 94526 June, 1989

Diploma

• Basic Curriculum

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Personal Information

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• I am a devoted father of three wonderful girls who are my motivation above any other. They deserve the best and I make certain they get the best education and a chance to bloom into the fine young ladies they are becoming, I strive to be the best that I can be in life and in my employment. I have an extensive variety of experiences to pull my mental resources from and can benefit any employer in many ways.

• My children and I are Christians who are active in our church, Calvary Christian Center.

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