SUMMARY:

With 8 years of experience and expertise in supporting technology solutions. Effective analyst, problem solver, and communicator; able to forge solid relationships across multiple organizational levels. Excellent verbal, written, and communication skills. Proven success in traditional and online technology environments.

SKILLS:

• Asset Management
• Asset Acquisition/Disposal
• Microsoft Office 2003/2007/2010
• Microsoft Windows 98/XP/Vista/7
• Wireless Support
• LAN Support
• VPN
• SharePoint 2007, 2010
• Thin Client
• Adobe Photoshop
• Microsoft Access
• Microsoft Project
• Four Winds Digital Signage
• Acronis Imaging/Backups
• Basic Networking Support
• Active Directory
• HTML
• Microsoft Project
• Ghost Imaging/Backups
• Altiris
• Printer Support
• MAC support
• Break/Fix
• Warranty Support
• Software Upgrades
• Remote Desktop Protocol

PROFESSIONAL EXPERIENCE:

Confidential, Des Moines

Responsibilities:

• Hired to provide cloud support to clients including administration of passwords, new user accounts, Active Directory, SharePoint site creation, modification, permissions and content, Remote Desktop Protocol support.
• Escalation of service tickets as appropriate to level II and beyond.

Confidential, Phoenix, AZ

Responsibilities:

• Hired to support maintenance of IT infrastructure components, including hardware, software, networks, telecommunications, printers, A/V systems, students and faculty.
• Worked with 3rd party vendors on router/switch programming, complete installations, upgrades and migrations.
• Completed all warranty work on desktops/laptops, maintained asset inventory including asset management, acquisition, and disposal.
• Used communication skills to communicate policies and procedures at a technical and customer level and to enforce compliance where needed.
• Project management skills to complete both corporate and local projects.

Confidential, Des Moines, IA

Help Desk

Responsibilities:

• fielded telephone calls from existing clients to support software, hardware, wireless, and VPN issues.

Confidential, West Des Moines, IA

Help Desk

Responsibilities:

• Customer support
• password verification/reset
• escalation of problem tickets to appropriate tiers

Confidential

System Support Specialist

Responsibilities:

• Build custom PC for use by administrative staff, warehouse and factory departments
• Support all IT infrastructure components, including hardware, software, networks, printers, telecommunications, upgrades, and wireless access

Confidential

Internet Support Specialist

Responsibilities:

• Provide first line support for Internet access issues for customers including: modem setup/resets, troubleshooting modem connections, connection speeds, MAC setups, software installs, website education, upselling of products where appropriate

Confidential

Student Support Specialist

Responsibilities:

• Student support for printing, wireless, and laptop issues. Virus removal, software installs, imaging of laptops, and software applications instruction