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Computer Support Analyst / Help Desk Resume Example

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COMPUTER SUPPORT ANALYST / HELP DESK
Career Overview
To use my extensive technical helpdesk, management, and training background to add value to my organization and peers, while encouraging others to continue to grow personally and professionally.
Work Experience
Computer Support Analyst / Help Desk08/2008 to Current
  • Top Secret/SSBI with SCI eligibility - expired July 2012 Manage technical helpdesk overnight resolving conflicts to ensure daily newspaper production Manage trouble ticket database to ensure all information is accurate without duplicate records Provide technical computer support to the NYT organization via phone Proficiency in Microsoft Office Applications: Word, Excel, PowerPoint, and Outlook Build internal relationships to instill confidence in the company's IT department Build inter-departmental relationships through communication and cooperation Create/Modify Active Directory, Lotus Notes, MS Exchange, and NYT specific system accounts Compile and Distribute daily / weekly performance metrics to the Chief Information Officer Responsible for monitoring and facilitating resolution for production critical issues Think outside of the box in providing temporary solutions until normal business hours.
District Manager / Recruiter02/2007 to 07/2008
  • Manage newspaper delivery for 10,000 subscribers in the Lynnhaven district Manage full cycle recruiting process to meet the various contracting goals Maintain contractor files and records of incident / accomplishments for performance reviews Coordinate effort to re-design delivery routes resulting in a 60% increase in productivity Develop monitoring program resulting in a 45% increase of efficiency by Administer performance counseling, coaching, and disciplinary measures Recruit, interview, and place contractors in newspaper delivery routes Negotiate contract and wage rates for each individual contractor Match contractors to appropriate route based on strengths, willingness, and ability Asses and investigate contractor related issues to maintain strong relationships Develop and execute a personal time management plan to ensure organization effectiveness Communicate with peers, sharing best practices to enhance the organization's productivity.
United States ArmyInformation Systems Operator - Analyst03/2001 to 03/2007
  • Manage a Mobile Network Command Center capable of supporting 3000 users Assistant in 2004 design and installation of Iraq fiber optic network backbone Maintain strict confidentiality in order to work with Top Secret information Isolate malfunctions to specific hardware or software for troubleshooting and repair Responsible for design, installation, and management of tactical Local Area Networks Setup topology, cabling schemes, and passwords for routers and switches Install Web servers, file servers, print servers, domain name servers and mail servers Create Active Directory accounts and provide management and support to users Troubleshoot network, to include connectivity, hardware and application software Provide computer system and local area network administration and network security Interpret publications, policies, and procedures as applicable to message center operations Mentor less experienced Soldiers in management of information processing equipment Accomplishments: Elected President of Western Branch Toastmasters of Toastmasters International June 2013.
  • Final project added to ECPI's Art and Science Capstone curriculum: New Product Market Introduction - January 2011 Assisted in the founding of The Virginia Beach Worship Center, building congregation to 200 members as a volunteer from December 2005 - January 2009.
Education and Training
Bachelors of Science:Information Technology Business ManagementJuly 2011ECPI College of TechnologyInformation Technology Business Management
Masters of Business AdministrationStrayer University
MBA:Professional StudiesJan 2014Professional Studies
Project Management Certification, November 2011 *Understand the fundamentals and application of Project Management processes and controls ECPI Six Sigma Green Belt CertificationOctober 2011Improve business processes by minimizing variability through quality management Dadrian Watkins Resume Page 2 of 2 757-663-9842
Skills
Active Directory, Art, business processes, cabling, coaching, hardware, Negotiate contract, counseling, database, delivery, file servers, computer support, local area network, Local Area Networks, Lotus Notes, Market, Mentor, monitoring, Excel, MS Exchange, mail, Microsoft Office Applications, Outlook, PowerPoint, Word, network security, Network, newspaper, performance reviews, policies, print servers, processes, Project Management, publications, quality management, recruiting, routers, servers, Six Sigma, switches, phone, time management, Troubleshoot, troubleshooting, Web servers
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Resume Overview

Companies Worked For:

  • United States Army

School Attended

  • ECPI College of Technology
  • Strayer University

Job Titles Held:

  • Computer Support Analyst / Help Desk
  • District Manager / Recruiter
  • Information Systems Operator - Analyst

Degrees

  • Bachelors of Science : Information Technology Business Management July 2011
    Masters of Business Administration
    MBA : Professional Studies Jan 2014
    Project Management Certification, November 2011 *Understand the fundamentals and application of Project Management processes and controls ECPI Six Sigma Green Belt Certification October 2011

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