Level 2 – Help Desk Analyst /Leasing & Acquisition
Innovative Certified Help Desk Analyst with over fifteen years of providing technical assistance to business professionals. Duties include interacting with the customer, vendors and management to ensure the highest level of customer satisfaction. I am seeking long-term employment as a Lead Technical Support Specialist.
Technical Proficiencies
- Operating Systems: Windows ( 11, 10, 8, 7, Vista, XP, 2000, NT), Mac OS X and iOS.
- System Applications: Active Directory, MS Exchange, Oracle Enterprise Manager, SharePoint, VPN, RDC, Citrix
- Client Software: MS Office 365/2010/2007/2003, Adobe, ESM, HDI and MS Outlook 2010 Certified
- Mobile technologies: Blackberry, Android, Windows, and iPhone
Experience
Non-profit (2023-Present)
IT Manager/Network Administrator
- Configure network hardware such as servers, routers and switches.
- Upgrade, repair, and maintain computer networks.
- Deploy and update company-wide software.
- Troubleshoot and resolve problems.
- Keep a detailed inventory of all incoming and outgoing hardware.
MSP (2010-2022)
Level 2 – Help Desk Analyst
- Provide telephone support to over 43,000 end users Chicago Public School (third largest school district in the US).
- Troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related technical issues.
- Responded immediately, established timeframes to all notifications and/or alerts generated from the ITS Help Desk to provide application support.
- Tracked, documented, and routed problems and resolutions; assisted users in creating mailbox accounts; reset LAN and VPN passwords via Active Directory.
- Provided training to new and existing employees, documented calls using a ticket tracking system.
IT Company (2006-2009)
Help Desk Support Specialist
- Provided computer help desk support with end-users utilizing excellent customer service skills.
- Assisted Lead for a Help Desk staff of 10 employees – providing technical support for over 150+ computers and users.
- Trained employees with desktop application issues and troubleshooting computer hardware, software or network.
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, maintained equipment inventory lists, installed new hardware/software on user’s computers, clean, modify and repair computer hardware, and created mailbox accounts.
Education
Bachelor of Science in Business Information Systems
Skills
LAN, Microsoft Windows, Active Directory, VPN, Microsoft Windows Server, Help Desk, Software Troubleshooting, Citrix, Operating Systems, Network Support, Microsoft Exchange, WAN, Computer Networking, System administration, TCP/IP, VoIP, UNIX, Customer support, DNS, Mobile devices, VMWare, PowerShell
Certs
- CompTIA A+
- MCTS
- CISSP
