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Helpdesk Analyst Resume

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Lemoyne, PA

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OBJECTIVE:

To obtain a position in a PC Technician/Network Support field that will provide further exposure and training in a network administration and networking design environment.

SUMMARY:

  • Performed various software and hardware troubleshooting activities, including network connectivity issues, printer issues, software configuration problems, and various hardware and software upgrades and installations
  • Installed and configured various Microsoft Windows Operating Systems on client machines in a networked environment.
  • Installed and replaced hardware on end - user machines, including motherboards, Ethernet cards, memory upgrades, hard-drive upgrades, and video and sound cards.
  • Installed new CAT5 lines of cable for network connectivity, including fabrication of new jacks and RJ45 patch cords.
  • Installed and configured high-speed internet connections for private and business customers
  • Assisted with company-wide installations of preconfigured Cisco routers and switches and assisted with network connectivity issues across LAN and WAN deployments
  • Assisted with company-wide deployments of new computer systems and printers including towers, laptops, laser, inkjet and ribbon printers to replace older and defective models
  • Answered and resolved incoming escalated phone calls from Level 1 helpdesk operators.
  • Handled the processing and coordinating of all requests submitted for clients provided by Information Management.
  • Performed routine follow-up on escalated issues to assure resolution and customer satisfaction
  • Provided training and orientation assistance to clients on use of new computer equipment and software packages
  • Performed asset management duties including proper tagging, placement and disposal of newly deployed or disposed of assets
  • Created and maintained multiple system images for rapid PC deployment

TECHNICAL SKILLS:

Included Advanced Business Writing Skills, Stress Management, Advanced Communication Skills, and Negotiation Skills.

WORK EXPERIENCES:

Confidential, Lemoyne, PA

Helpdesk Analyst

Confidential, Harrisburg, PA

Technical Support Analyst

Confidential, Harrisburg, PA

Field Service Engineer

Responsibilities:

  • Microsoft Business Operating Systems from Windows NT - Windows 10
  • Microsoft Active Directory
  • Microsoft SCCM
  • Microsoft Office Suite - Multiple versions
  • Microsoft Outlook and Microsoft Exchange Server
  • Internet Technologies including Internet Explorer, Firefox, Chrome and Safari
  • Basic knowledge of LAN/WAN design, infrastructure and troubleshooting
  • Various PC imaging software packages (including Acronis, Microsoft SCCM and WDS)
  • Various helpdesk ticket creation packages (including Remedy, Primus, Vector, and Dell KACE)
  • Preconfigured Cisco Routers and Switches in LAN and WAN environments
  • Building RJ45 network patch cables and RJ45 jacks
  • Running CAT5 cable for device connectivity and network expansion
  • Dell Dimension Desktop Series
  • Dell Optiplex Desktop Series
  • Dell Precision Desktop Series
  • Hewlett Packard Desktop Series
  • Dell Inspiron Laptop Series
  • Dell Latitude Laptop Series
  • HP ProBook, EliteBook and Pavilion Laptop Series
  • Lexmark Laser Printers
  • HP LaserJet Printers
  • Dell Laser Printers
  • Wireless Router

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