Help Desk Resume

SUMMARY:

It is my goal to find an internship leading to a career in Information Assurance and Security.
I have an Associates in Science in the field of Information Assurance and Security.
While working for the Muskegon Police Department, created three Microsoft Access databases to streamline processes that dealt with Gun Registrations
Officer Subpoenas and Reimbursements, and False Alarms.
While volunteering as an Confidential member, helped start a Confidential removal program by putting meaningful murals in the place of graffiti.
Solve problems related to networking, PC hardware and software, mobile management, and data security.
Created a monthly report to analyze the amount of false alarms that police officers responded to.
This report also tracked the financial return of charges to citizens for too many false alarms.

EXPERIENCE:

Help Desk

Confidential

Responsibilities:

Take and triage calls from residential and business customers pertaining to problems with hardware, software, servers, and networking using Connectwise ticketing system.
Troubleshoot problems pertaining to network connections, including modems, routers, T1 connections, DSL connections, Wi - Fi, and email quota.
Escalate tickets to the proper technician / engineer for resolution
Track and control entry into data center.
Triage, troubleshoot, and resolve issues with Confidential, toll-free, domestic, and international call routing for Confidential .
Monitor and resolve server issues using PRTG
Used Meraki remote network management software to manage firewalls, switches, access points, and Wi-Fi issues within various marinas and housing communities.

Service Support Specialist

Confidential

Responsibilities:

As a Service Support Specialist, assisted the worldwide staff of Confidential with technical issues that occurred with hardware and software alike.
Used knowledge of networking to diagnose and resolve issues with network resources such as patch panels, switches, and access points.
Used Microsoft Active Directory to create new users, allow and restrict use of computer resources, and initiate installation of software on the domain.
Ensured information confidentiality and integrity of the Confidential network by using a combination of mobile device management, Wi-Fi management, and investigating Masergy tickets.