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It Service Desk Analyst Resume

Columbus, OH


Bachelor of Science in Computer Information Systems

Master of Information Systems Management

Technical Skills

Programming & Database
Languages: C,C++, Java, JBuilder8, Blue J, Visual Basic, SQL, Recordsets,
Database:MySQL, Access 2007, Oracle

Languages:VB.NET, ASP.NET, HTML, XHTML, PHP, VB Script, Java Script, Expression Engine
Applications:Eclipse, Dreamweaver, Microsoft Publisher 2007, SharePoint Designer, Arial, Fireworks, Adobe Acrobat

Applications:MS Word, Excel, Access, Project, Power Point, Visio, Trend Micro, Office Scan, Interscan Messaging, Scan Mail, VERITAS Backup, Nortel VPN, Mac Mail, Mozilla Thunderbird, AVG Anti-Virus, Avast Anti-Virus, Lavasoft Anti-Virus

Servers:Microsoft Windows 2000, 2003 and 2008 Server, Microsoft SQL Server, Fedora/Red Hat, Linux, UNIX, SharePoint Server, Exchange Server

Tools:Active Directory,LDAP, Putty, Who.is, MX Toolbox, Re-imaging Window 2003, Vista, Windows 7

Work Experience

June 2012-August 2012

  • Supported Windows and Linux server web hosting
  • Troubleshoot all web hosting applications
  • Troubleshoot all database applications
  • Supported all Horde email issues
  • Manually installed Blogging, CMS & Portals, Forums, E-Commerce, Support Systems, Galleries and other miscellaneous applications

May 2012-June 2012

  • Phone and email support using Eagle ticketing system for Chase retail banks
  • Dispatched tech\'s to Chase retail banks to install workstation and printer hardware
  • Troubleshoot network all in one printers.
  • Reimage workstations using scripts
  • Use scripts to install software, hardware and workstation updates

IT Service Desk Analyst
December 2011 - April 2012

  • Identify, diagnose and track all service requests for hardware and software support by phone, email or remote desktop
  • Assign request to the appropriate service group using BMC ticketing system
  • Manage SARS accounts in PeopleSoft and Active Directory

August 2011 - December 2011

  • Troubleshoot the iPhone hardware and software
  • Log customer issues using iLog ticketing system
  • Escalate to tier II if needed

IT Support Engineer
November 2010 - April - 2011
Confidential - Columbus, OH

  • Maintained all computers, servers and networking
  • Maintained the internet and intranet using scripting and CSS to make online forms functional
  • Maintained our punch block phone system and Zimbra email
  • Provided support for all users in all 7 locations
  • Helped maintain progress database and applications

Web Content/Web Designer
June 2010 - November 2010
Confidential- Columbus, OH

  • Create and maintain content and images for OPERS intranet and internet using Dreamweaver, CSS, SharePoint 200, and Photoshop
  • Create email and website newsletters for OPERS employees and members using Dreamweaver, CSS and Arial
  • Worked on communication video of our 2010 town hall
  • Created our board election search page using Dreamweaver, Access 2007 database and recordsets
  • Maintain fill-in and non fill-in forms using Adobe Acrobat

March 2010 - June 2010
Confidential- Columbus, OH

  • Used Remedy ticketing system to provide phone and email support for Chase employee’s during the migration from Sametime to Microsoft Communicator

Product Support
June 2009 - September 2009
Confidential- Columbus, OH

  • Used a ticketing system called Heat to provided phone and email support for all McGraw-Hill’s products

IT Specialist
March 2009 - March 2010
Confidential Columbus, OH

  • Used SharePoint to modify intranet pages, access rights and add new users
  • Support specification, installation, and testing of computer systems within standards and guidelines
  • Interaction with application software and operating systems to diagnose and resolve problems
  • Provide consultation with end users to resolve problems and phone support to remote markets
  • Maintain and test network servers and associated equipment