Helpdesk Analyst Resume
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Lemoyne, PA
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