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Help Desk Analyst resume example with 19+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Resourceful with exceptional insight and knowledge of various hardware and Software. Offering over fifteen years of experience providing expert-level support to users within internal and external demographic. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, Linux and Mac OS environments.

Skills
  • Micro computers – x86/Celeron/CentrinoDuo/Atom/Pentium D/Xeon Intel and AMD based desktop and AS400 server systems.
  • Networking Equipment – Various Small Business/Home hubs, switches, routers, patch panels including Cisco, 3com, Linksys, D-Link brands. CAT 5, 5e, 6 cabling, 802.11a,b,g,n wireless setup. Internal/External modems, cable and DSL modems.
  • Serviced and maintained various peripherals – laser, inkjet, dot-matrix printers, Savin Network Office Appliances, and Cannon Flatbed Scanners. 3Com Office Connect Video Cameras and other A/V office equipment for Videoconference meetings between offices.
  • Software:
  • OS – AIX/UNIX, AS400, MS DOS, Windows 3.11, 9x, NT, 2000, XP, Vista, Windows 7, Windows Server Advanced and SBE Active Directory Citrix, VPN, VDI and DUO Administration.
  • Casino Gaming Applications – IGT Advantage Players Club, IGT Machine Accounting, IGT Table Manager, OASIS, NRT EZ PAY, CMS
  • POS – Infogenisis, SMS Touch, Micros
  • SPA – SMS SpaSoft
  • HOTEL – Springer-Miller Systems, Opera ORS, Opera PMS, LMS
  • REPORTING – FileNet, Infinium, Tandem, Kronos, Avero, RFile
  • HOTEL/CASINO SECURITY – ITRAK Surveillance, ITRAK Security
  • 3Com, Micros, Switches
  • Accounting, Access, Tandem
  • Active Directory, Office, Technical assistance
  • AD, Windows 7, Telephone
  • AIX, Windows, Phones
  • AS400, 2000, Troubleshooting
  • Cables, Windows 3.11, UNIX
  • Cable, 9x, Video
  • Cabling, NT, Vista
  • CAT 5, Modems, VPN
  • Cisco, MS DOS, Word processing
  • Citrix, Network security, X86
  • CMS, Networking
  • Hardware, Network
  • Computer hardware, Office equipment
  • Council, OS
  • Clients, Operating systems
  • DSL, PCI
  • Electronic mail, Pentium
  • FileNet, Peripherals
  • Help desk, Cameras
  • Hubs, POS
  • Image, Printers
  • Intel, Repairs
  • Internet access, REPORTING
  • Kronos, Routers
  • Laptop computers, Scanners
  • Laser, Servers
  • Meetings, SMS
  • LAN/WAN
  • Hardware configuration
  • Proficient in Word, Excel
  • Hardware upgrades
  • Software and hardware assistance
  • Application installations debugging
Experience
01/2012 to 01/2020
Help Desk Analyst Leidos Holdings Inc. North Las Vegas, NV,
  • Manage users to access files grant permissions, using Active Directory.
  • Grant property administrators access to perform software and network configurations.
  • Provided Application Support assistance during off days/hours and emergency on-call.
  • Maintain records of daily data communication transactions including tracking and resolving help desk tickets in accordance with company procedures for SOX and PCI audit requirements.
12/2009 to 10/2011
Network Security Specialist Verizon Maywood, CA,
  • Manage users to access files grant permissions, using Active Directory.
  • Grant property administrators access to perform software and network configurations.
  • Provided Application Support assistance during off days/hours and emergency on-call.
  • Maintain records of daily data communication transactions including tracking and resolving network security tickets in accordance with company procedures for gaming audit requirements.
  • Remove, Revoke, Restrict access to files, user accounts using AD.
  • Knowledge of administration in over 200 different software applications.
  • Manage users and applications and permissions in AS400.
  • Administer many different Hotel and Casino environments and applications MGM Mirage has control over.
09/2009 to 11/2009
IT Deployment Specialist Db Schenker Long Beach, CA,
  • Image, Stage, Setup and Deploy Thin-clients, PC’s, Servers and Workstations.
  • Install and perform software and network configurations.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Maintain records of daily data communication transactions including tracking and resolving help desk tickets in accordance with company procedures and required deadlines.
  • Configure, image, deploy and maintain desktop and laptop computers.
  • Demonstrate troubleshooting techniques to investigate and resolve PC and network issues.
  • Provide IT support to hotel colleagues.
  • This includes PC, printers, phones, applications, handheld devices.
  • Provide IT support to hotel guest rooms.
  • (internet access, in room technology such as video on demand and control4).
  • Manage and establish hotel applications for employees such as Springer Miller and Infogenesis Systems.
  • Support employees in their technological needs in meetings and convention, training spaces.
  • To make technical / operational decisions based on employee request and service recovery.
  • To be fully responsible and in charge of one or more of the following areas of responsibility.
  • Data security, application management, in room technology, server management and meeting room technology.
09/1999 to 02/2009
Support Specialist Myhr Partner Doylestown, PA,
  • Provide technical assistance to computer system users.
  • Answer questions or resolve computer problems for end users, via telephone or from remote location.
  • Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Maintain records of daily data communication transactions including tracking and resolving help desk tickets in accordance with company procedures and required deadlines.
Education and Training
Expected in 06/1984
High School Diploma:
Western High School - Anaheim, CA
GPA:
Certifications
  • EC-Council Certified Ethical Hacker Certified in May 2020
  • CompTIA Security+ Certified in June 2020
Accomplishments
  • Consistently maintained high customer satisfaction ratings.
  • Created highly effective new documentation that significantly impacted efficiency and improved operations.

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Resume Overview

School Attended

  • Western High School

Job Titles Held:

  • Help Desk Analyst
  • Network Security Specialist
  • IT Deployment Specialist
  • Support Specialist

Degrees

  • High School Diploma

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