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Objective:
To attain a position with a business who seeks a technician with a passion to provide technical support, help desk assistance,
and/or anything relating to IT support.
Summary of Qualifications
•Extensive knowledge of Microsoft software, operating systems and Office applications
•3 years of working in a Help Desk environment.
•Effective communicator; able to explain complex processes in easy-to-understand terms for end users.
Technical Proficiencies
Platforms: Mac OS X, Microsoft Windows 2k/2003/XP/Vista, Linux
Languages: HTML, MySQL
Software: Faronics Deep Freeze, Liberum Help Desk, PeopleSoft CRM, McAfee Enterprise, Microsoft Exchange
2003 & Office 2003/7 (Word, Excel, Powerpoint, Access, Visio & Project) VMware ACE Enterprise
Hardware: AS/400, Cisco VoIP Systems, Dell, HP, Servers, Switches, Routers
Education
International Academy Of Design & Technology
Bachelor of Applied Science: Information Technology
GPA 3.0
Experience Community Foundation
of Northwest Indiana
Help Desk Specialist (04/08- Present)
•Provide first level customer support
•Provide remote desktop support for corporate headquarters and 5 satellite locations
•Manage multiple cases at one time
•Enter all calls in CRM software and keep well documented case notes
•Perform basic computer hardware and software installations
•Provide open communication with customer while working on case
International Academy of Design and Technology, Chicago, IL
Lab Technician/Help Desk – (03/05 – 03/08)
•Assigned to repair, upgrade and replace any defective computer hardware and software. Built numerous new computers
labs, for both Apple and Windows hardware
•Provide hands-on and over the phone technical support for students and building staff (350+ end users).
•Troubleshoot and log hardware/software issues.
St. Leonard Ministries, Chicago, IL
Intern/Trainer (10/07 – 03/08)
•AD (Active Directory) Management
•Add/Delete User
•Reset Passwords
•Facilitated a PC Basics Class
•Provided hands on support for 50 end user
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