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Help Desk Analyst Resume Example

Resume Score: 80%

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HELP DESK ANALYST
Professional Summary

I'm a Driven scholastic journeyman with an extensive Analysis & Support background who's found his home in technology- being able to grow my development skills beyond formal education & training for the past 2 years. I train my eye on the best practices, following my nose for solutions that are bigger- that can be employed above a present problem when possible.
I most draw toward- at this stage- design patterns, full stack web architecture, and OOP/SOLID principals; I want to find the methods that offer strength to a circumstance and seek to challenge my familiarity; implementing certain factory over another, object modeling and System Analysis with the perspective of the business/application logic in mind.
I love my PacktPub tech subscription, I want to swim in the ideas of the industry, the euphoria of being able to pop open any number of titles on a subject to construct a knowledgeable platform to make decisions on a software implementation. I will be investing my curious, analytical mind to work & sacrifice for any opportunity I may be given to enhance system processing efficiency, & workflows.
I try to bring a positive attitude every day to influence my department and company through my faith in persistence & an inclusive environment; where everyone's voice & skills on the team is needed to accomplish the greater common goal. I am looking to take my Information Technology experience to the next step, in a new position where I can daily use my development skills, and add more heavy lifting to my portfolio.

Skills
  • Workflow Modeling & Optimization, continually a student of User Dynamics and how it applies to intuitive design
  • Computer Programming & Analysis: Object Modeling, programming, data structures, Big-O notation for efficient algorithm aanalysis.
  • Front-end: html5(html, CSS, Js), React (Beginner), DOM traversal
  • Backend(Java, nodejs): Early Student of Design Patterns, functional programming, OAuth2.O, REST api
  • Soft Skills informed by 'Emotional Intelligence', (Specifically Harvard Business Review, and other titles)
  • Network Troubleshooting: Static IP config, LAN support, Wifi optimization, Network configuration & hardware troubleshooting
  • Respond to requests for technical assistance via phone, ticket and in person
Work History
Help Desk Analyst01/2019 to Current
WeCare Tlc – Lake Mary ("Orlando North"), FL
  • Analysis on Proprietary programs, and vendor system implementation resulting in bug fix suggestions; high level, and programmatic solutions that include SQL, and Front-End Projects
  • Vendor system ticket creation & follow-up for the improvement of workflows & maximizing relationships with our technology partners
  • Remote and In-Person support for application, peripheral, and network problems- as well as forwarding or implementing System recommendations based on System or Workflow opportunities
  • Working sometimes ad-hoc with Senior members of the development team, or working with talent from our Vendors, to initiate efforts around restoring or improving service or availability
  • Managed, & implemented the new Anti-Virus implementation across 15+ clinic sites, and 50+ user machines
  • Triaging incoming tickets for urgency, Prioritizing ticket completion, Innovating processes through maintained curiosity and positive inquiries
  • Taking on Projects to help the company and department meet initiatives, and sharpen or add to my own competencies in a mostly Front-End and Database capacity
  • Distant Management style, requiring self management and taking ownership to stay up on all responsibilities
Business Technical Support09/2015 to 12/2018
Spectrum Communications (formerly Brighthouse) – Orlando, FL
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
  • Implemented company policies, technical procedures and standards
  • Recommended architectural improvements,  & design solutions 
  • Trained junior members of IT team regarding network security and troubleshooting of data circuits.
Hardware & Software Support10/2014 to 08/2015
Sykes Enterprises Inc – Deland, FL

Pearson Education's contract added exposure to analyzing and supporting learning systems, & reporting on recognized broken or cumbersome workflows.

Microsoft Xbox contract involved hardware & software troubleshooting, introducing network support for online gaming & virtual store issues- guiding users through diagnostic tasks & executed resolution through policy & procedure while using emotional intelligence to understand the root cause from those that are not specialized to be highly technical.

Education
Computer Programming Specialist Technical Certificate2017Seminole State College Of Florida- Sanford, FL

OOP, SQL, Front-End:[HTML5,CSS,JS], Server:[Java, C#], Data Structures, Algorithms, Troubleshooting

Associate of Arts: Business Pre-requisites2014Valencia College- Orlando, FL
Certification (Re-Certified 2019)2016CompTIA- A+
Certification11/2019CompTIA- Network+
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • WeCare Tlc
  • Spectrum Communications (formerly Brighthouse)
  • Sykes Enterprises Inc

School Attended

  • Seminole State College Of Florida
  • Valencia College
  • CompTIA

Job Titles Held:

  • Help Desk Analyst
  • Business Technical Support
  • Hardware & Software Support

Degrees

  • Computer Programming Specialist Technical Certificate 2017
    Associate of Arts : Business Pre-requisites 2014
    Certification (Re-Certified 2019) 2016
    Certification 11/2019

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