LiveCareer-Resume

help desk technician resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Astute IT Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Technical Expertise

• Microsoft 365 admin
• VoIP Phone System
• ASA Firewall
• Switch Configuration
• Document Creation and Maintenance
• Wireless Networking
• Citrix Environment
• Purchasing and Inventory
• PC Inventory Management
• Technical Support
• Project Management
• System Upgrades
• Technical Analysis

Work History
Coupa System Administrator, 07/2022 - Current
Avon Products, Inc. , , Sandy Springs, GA
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Worked with users to determine areas of technology in need of improved usability.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Implemented corrective plans of action for network availability, utilization and latency.
  • Maintained ongoing communication with suppliers to promote workflow and respond to inquiries.
IT Security Analyst, 01/2022 - 07/2022
Cerecore , ,
  • Lead technical resource for Information Security team
  • Performed Azure hardening aligned with industry best practices
  • Created and documented secure, repeatable processes
  • Ensure compliance with cybersecurity policies and procedures regarding documentation, asset tracking, and quality assurance.
  • Evaluated current environment and provided recommendations to management based on findings
  • Analyzed and responded to alerts
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Administered and maintained anti-virus and anti-malware software on end-user computing devices.
IT Specialist, 11/2020 - 01/2022
Devereux , ,
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices and software to set up work stations for employees.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Configured Meraki firewalls and Access Points.
  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware and application needs.
  • Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
  • Write technical specifications for purchase of PCs, desktop hardware and related products.
  • Evaluate tickets from previous week and develop strategic and proactive measures to better support the organization depending on findings.
  • Point of contact for IT smart hands services.
  • Provided technical leadership moving 90 sites from Momentum to RingCentral phone system.
  • Point of Contact for BRD and UAT phone testing of new sites.
Associate System Administrator, 07/2019 - 11/2020
Carlisle Syntec, Inc. , ,
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Provide Tier 1-3 IT support to non-technical internal users personnel through desk side support services.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Patched software and installed new versions to eliminate security problems and protect data.
Information Systems Specialist, 02/2018 - 07/2019
Asurion , ,
  • Collaborated with and provided leadership for help desk team.
  • Trained end-users of Microsoft Office 365 on use, functionality, and application to business problems.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Provided solutions to operations issues for users of Windows 10 and WebEx, working closely via phone, email, live chat and web teleconference with end users.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.
  • Troubleshot hardware and software to determine and rectify network problems.
  • Ran cabling and installed data drops for new node installations.
  • Supported users both local and by phone with problem resolution and education.
  • Logged, resolved and escalated on-site and off-site issues.
  • Participated in on-call rotations during holidays, weekends and overnights to handle emergency network situations.
  • Diagnosed and resolved hardware, software and network problems and replaced defective components.
  • Troubleshot failed drives, warnings and unscheduled reboots.
  • Installed patches and performed backups, system builds and image updates.
  • Assigned application access, security roles and permissions.
Education
Associate of Science: Management Information Systems, Expected in 10/2018
-
Ashworth College - Norcross, GA
GPA:
Status -
Certifications
  • Certified Coupa Procure-to-Invoice System Administration
  • Certificate of Completion: IANS Architect of Ransomware resilience .
  • Certified Meraki Network Associate (CMNA)


,

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Ashworth College

Job Titles Held:

  • Coupa System Administrator
  • IT Security Analyst
  • IT Specialist
  • Associate System Administrator
  • Information Systems Specialist

Degrees

  • Associate of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: