We provide IT Staff Augmentation Services!

Help Desk Analyst Resume

Jacksonville, FL

SUMMARY:

To secure a challenging Help Desk Technician position where my Bachelor of Science in Information Systems Security, over two years of IT and extensive customer service experience will be utilized.

TECHNICAL SKILLS:

  • Active Directory
  • Linux Operating System and Administration
  • Network Standards Protocols & Management
  • Simulated WAN Design Router Configuration
  • Basic PC Repairs and Upgrades
  • WAN Technology and Application
  • Network Technology & Service Integration
  • CCNA Simulator
  • Building Computers
  • Network Security Analysis

EXPERIENCE:

Confidential, Jacksonville, FL

Help Desk Analyst

Responsibilities:

  • Responsible for taking inbound calls regarding technical and non - technical issues regarding electronic medical record system (EMR).
  • Assisted Confidential employees with resetting network passwords utilizing Active Directory and Console One from Confidential .
  • Documented issues utilizing a SharePoint based system known as Method M.
  • Assisted end-users with configuration and troubleshooting for Outlook 2007 and 2010 e-mail clients.
  • Logged all technical issues using the HEAT ticketing system.
  • Dispatched on-site clinician and physician support staff to assist with hardware and EMR issues.
  • Reset proprietary single-sign on network credentials and passwords utilizing Citrix based web console.
  • Utilized remote control tools such as Dameware to troubleshoot and resolve password and network connectivity issues.

Confidential, Jacksonville, FL

Desktop Technician

Responsibilities:

  • Responsible for assisting Confidential customers with resetting employee network
  • Mainframe and encryption passwords over the phone.
  • Utilized Active Directory information for authentication of callers and reset VPN tokens
  • And pass codes.
  • Reset Virtual Machines using VM Ware inside of a Server 2003 terminal services session.

Confidential, Jacksonville, FL

Desktop Technician

Responsibilities:

  • Utilized remote control tools such as Net Meeting, Net OP, Remote Assist and VPN
  • Remote connector to troubleshoot and resolve password and network connectivity issues.
  • Re-routed non-password related calls to appropriate lines of business and support lines.
  • Used tools such as Remedy Pac2000, WebRH, APS, CICS, WSAT, OMS Password Tool, SAM21 and WARP.
  • Assign, enable and reset secure identifications.
  • Documented all initial issues and resolutions.
  • Tracked status and performed follow up to ensure client satisfaction.

Confidential, Jacksonville, FL

IT Lab Technician

Responsibilities:

  • Responsible for managing various IT projects including: maintaining, analyzing, troubleshooting, and repairing individual PC workstations and peripherals.
  • Make outbound calls to students informing them of campus tutoring services.
  • Set up small local area networks (LAN) including; Microsoft switches, hubs and routers.
  • Installed new workstations.
  • Updated and installed Windows 7, Vista, XP, 2000 and Microsoft Office Suite software.
  • Update and maintain virus protection software, perform system scans and remove any detected viruses, spyware and malware.
  • Performed data backups to maintain and ensure data integrity.
  • Troubleshoot and resolve PC problems including: connectivity, basic email setup, and new user .

Confidential, Jacksonville, FL

Project Manager

Responsibilities:

  • Responsible for the completion of a Risk/Quality Analysis, projected at 11 weeks, assessing the networking infrastructure of up to 2000 users.
  • The project included detailed testing procedures and technical expertise by phase such as:
  • Internet vulnerability assessment and penetration testing
  • Dial in and remote access security testing
  • Web application assessment
  • Wireless network reviews
  • Firewall diagnostic reviews
  • Virtual private network assessments
  • Extranet Assessment
  • Security Policy Review or Development

Hire Now