A position as Helpdesk Support Analyst using 4 years’ experience with a Bachelor's degree in IT, working knowledge of Active Directory, Microsoft Exchange, Helpdesk/desktop support, strong troubleshooting abilities on hardware and software issues, ability to work independently and in a team with an excellent oral and written communication skills and a proven record in providing excellent customer service.
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- Provide technical assistance and support for incoming issues related to computer systems, software, and hardware.
- Created more than 500 network account using Service desk and Active directory applications
- Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Help Desk Support for over 250 workstations and other IT equipment (installs, moves, and changes)
- Imaged over 20 laptops and desktops every month with Windows 7 Enterprise for the company with custom settings via SCCM.
- Close more than 200 Service desk tickets within a month.
- Created distribution list for 150 cities using Microsoft Exchange 2013.
- Maintain daily performance of computer systems. Respond to email messages in Outlook for end users seeking help.
- Designed electronic chart for over 200 distribution list sites, using Microsoft Visio
- Resolved technical issues for clients in person, on the phone and through e-mail.
- Configure BIOS and Windows settings for standard image on workstations.
- Networked cables with Cisco 2960 Switch to image 2000 ASUS workstations with Windows 8.1.
- Installed and configured workstations for docking station connections on LAN Installed Windows workstation operating system on Administrative computers and configured for TCP/IP network
- Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions
- Analyze hardware and software settings on workstations and make the necessary recommendations
- Performs back-up, recovery and systems monitoring when malfunction occurs.
- Process and generate bills, accept cards and cash for payment of the same.
- Operate cash register in order to manage cash for sold items and calculate discounts as appropriate.
- Participate in end year inventory and cycle counts in Langley/Eustis in 2014.
- Upgraded computers from Microsoft Office 2003 to Office 2010 and trained end users on new software changes and additions
- Improved staff productivity and reduced outside training expense by conducting in-house software training for 17 districts IT Coordinators
- Focused on teaching staff short cuts for basic repetitive tasks, including setting up personal address books and public folders throughout the network in Windows 7
- Developed and provided reports and recommendations to project managers concerning inventory, usage and performance of all computer equipment
- Designed an inventory system for hardware and software to help track accountability, repairs and value of equipment using Microsoft Excel 2007
- Assisted in the installation of School Management software on Windows 8.0 for more than 300 schools.
- Investigated and resolved the motherboard and memory malfunctioning of 35 Dell OptiPlex desktop computers
- Used relational database to enter commodity information for 3 different regions
- Analyzed user interface, maintain hardware and software routine checks, and proposed system upgrades on 100 workstations in the department
- Trained over 120 IT staff to detect network traffic on a specific port on the office LAN
- Used Microsoft Excel to perform calculations on commodity prices and percentages
- Troubleshoot hardware and software malfunction in desktop and laptop computers Monitored application software performance and assisted with technical support.
Military Spouse
Service: Navy (Active Duty)
Active directory, back-up, Cash register, PC Maintenance, DNS, Microsoft ActiveSync, Firewall, Computer Imaging, Internet Security, Inventory, IP configuration, Local Area Networks, Linux OS, Mac OS, Microsoft Exchange 2010/2013, Microsoft Office, Windows XP/7/8.0/8.1, Networking, Internet Research, POS, Printers, Scanners, Software training,TCP/IP, Technical support,Troubleshooting, PC upgrades,VPN, Visio, Mobile device (Windows, Android, Mac iOs)
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School Attended
- Colorado Technical University
- CED Solutions
- University of Education - Winneba
Job Titles Held:
- Helpdesk Support Analyst
- IT Technician I
- Sales Associate
- IT Helpdesk Manager
- IT Support Specialist
Degrees
- Masters of Science
- Certifications
- Bachelor of Science
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