Desktop Hardware and Help Support Analyst Resume Profile

SUMMARY

l Self-motivated Graduate student at Bowie State University offering a strong academic background in IT networking combined with business and entry level internship experience as a database developer, hardware and software support
l Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

Technology Skills and Relevant Course Work

Systems Hardware:	UNIX, Ubuntu, Windows 9X/NT/2000/XP/2K3/7/8, Windows Server 2008, Mac OS, Routers, switches, hubs, cisco , Disk imaging
Technician Skills:	Mobile device configuration, blackberry enterprise Server/iOS/android troubleshooting, Help Desk and Desk-side support, VPN connectivity, printer configuration, Active Directory, VMware, Migration of Windows XP to Windows 7,
Software:	MS Visio, Lotus Notes, Proficient in Microsoft Word, Outlook, Exchange, Adobe Illustrator, Fireworks, Dream Weaver, Flash, Photoshop, Lifecycle , Visual Basic Programming, Remedy ticketing, Peoplesoft-CRM, Heat CRM
Networking	DNS,WINS,DHCP,HOST, TCP/IP ,SMTP,FTP,VPN, Active Directory, Intrusion Detection

IT Experience

Confidential

Confidential

Software automation team

Internship Spring

Met with key application and project stakeholders to glean project requirements
Developed web-based applications using Microsoft ASP.NET and Intuit QuickBase, including JQuery, AJAX, and JavaScript Design and developed databases using Microsoft SQL Server and Intuit QuickBase
Developed mobile solutions using any of the following: HTML5, Objective-C, Java

Confidential

IT Coordinator

Configured and troubleshoot blackberry enterprise, iOS, and android devices
Helped user to connect to network using VPN connectively
Built a Database, Managed and Developed Forms in Adobe LifeCycle
Utilized BMC Remedy ticketing system
Assisted Tier 1 technicians and as I supported 50 customers technically, over the phone
Shadowed Tier 2 technicians, troubleshooting several high and low priority incidents, which included having to remote to customer's computers and installing McAfee security software.
Configured switch ports on several switches to the corresponding VLAN's.
Monitored logs of the network, while also watching for any malicious website use and traffic
Administered several firewalls, assisted the PKI service desk team, and managed agency's Safe boot console as I shadowed the entire Cyber Security team

Confidential

Student Helpdesk Technician

Configured and supported a variety of proprietary and third-party computer applications.
Provided front-end support for enterprise software including Active Directory, Microsoft
Provided networking/desktop support and perform mainframe and account maintenance tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to interns and employees.

Confidential

Desktop, Hardware and Help Support Analyst Internship

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries
Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation resolution and closure of trouble tickets in a tier 1/2 environment.
Selected Contributions: Handled 30 technical/mission-critical calls daily and consistently met high service standards.

Sales Representative

Confidential

Leveraged strengths in persuasive communications and consultative sales of computer hardware and software.