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Helpdesk Technician Resume

Raleigh, NC

Targeting Entry-Level IT Positions

  • Seeking a position with leadership responsibilities including problem solving, planning, organizing and managing budgets. Upcoming ITT Technical College graduate offering a strong academic background in IT combined with excellent internship experience as a helpdesk analyst.Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Education

A.S. in Computer Information Systems program
B.S. in Computer Information Systems and Cybersecurity

Concurrent Employment with College Studies:
Student Helpdesk Technician (2007 to 2012): Provide networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.
Student Work VB programming, Provide a helping hand in reading and writing of the Visual Basic Language. Debug and write programs for the GUI

Marketing / Business Management l GPA: 3.2

Computer Information Systems/ Business Management

Technology Summary

Systems:

Remedy BMC, Windows XP, Windows 7, VMware, Linux/ Unix, Mac OS, LAN and WAN

Languages:

Visual Basic, SQL, HTML, ASP, CSS, C++, CGI, Perl, Java

Software:

MS Project, MS Visio, MS Office, Adobe Photoshop, Excel, Internet Explorer,
Router configuration

WORK EXPERIENCE
Confidential, Morrisville, NC (Mar 2011-present)
Help Desk Analyst Tier 2/Mobility Ops Analyst

  • Answer incoming ACD calls within defined SLAsResponsible for initial Incident Creation and gathering all relevant information on the first call
  • Obtain detailed information regarding the reported problem
  • Have a good understanding of Microsoft Office products and troubleshooting common issues
  • Provide Incident Monitoring, updates, customer communication via voice, email
  • Utilize Go To Assist to remotely troubleshoot malware problems, disk cleanup/optimization, and java based issues
  • Familiar with unlocking passwords and mapping drives
  • Escalates to Level 2, Engineer when necessary
  • Understanding of installing an application as an administrator
  • Provide support for Cisco employees for Blackberry , Iphone 3g & 4S , Apple Ipad
  • Very skill in VLAN configure in Basic Networking
  • Configurations of Routers and Switches in a very large network

Confidential, Hilliard, Ohio (June 2006-Mar 2011)
Help Desk Support/ Data entry billing

  • Provide technical support Tier 1 level
  • Hand on technical work fixing product for warrant
  • Data Entry
  • Billing invoices
  • Buy parts and install to make special tools

Confidential, Columbus, Ohio (October 2005-June 2006)
Truck Driver/ Merchandiser

  • Delivered Merchandise to local stores
  • Set up displays
  • Collected Payments

Confidential, Columbus, Ohio (Mar 2005-October 2005)

  • Truck/Route Driver
  • Delivery Driver to Local and non local Restaurants
  • Unloading using 2 wheel dolly
Confidential, Detroit, MI (2002-July 2004)
  • Material Handler/Compression Operator
  • Supervised afternoon shift, trained all new employees
  • Trained in QA inspection, and SOP training
  • Licensed Forklift operator
  • Made over 26 different drugs distributed from the plant, tested all new drugs Shipping and receiving

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