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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

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.

Highlights
  • Operating System: Windows XP/7/8/8.1, Mac OS X 10.5, Linux OS and Android platforms
  • Software: Microsoft Office 2007/2010, Open Office, Avast Internet Security, Microsoft Lync NOD32 Internet Security, VMware, TeamViewer, Google Apps, Acronis, Exchange 2010/2013, Varonis, Webex, Microsoft Exchange 2010
  • Networking: Wireless 802.11 a/b/g, Firewall, LAN/WAN, DNS, TCP/IP, and VPN
  • Ticketing System: InCircuit, BMC Service desk.
  • Printers and Scanners: HP, Richo, Lexmark, Canon
  • Hardware: PC's and Laptops (HP, Acer, Dell, Lenovo, Asus, Toshiba, Apple Mac)
  • Browsers: Internet Explorer, Firefox, Chrome, Safari
Experience
04/2015 to 09/2015 Helpdesk Support Analyst Db Schenker | Las Vegas, NV,
  • 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.
04/2014 to 11/2014 IT Technician I First State Bank Of The Florida Keys | Marathon, FL,
    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.
09/2013 to 04/2014 Sales Associate Autonation, Inc. | Peoria, AZ,
  • 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.
06/2010 to 07/2013 IT Helpdesk Manager Foursquare | Los Angeles, CA, Ghana
  • 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.
05/2008 to 09/2008 IT Support Specialist Sirius Xm | Lawrenceville, NJ, Ghana
  • 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.
Education
Expected in 2015 Masters of Science | Information Technology Information Technology- Network Management Colorado Technical University, Colorado Springs, CO GPA: GPA: 3.90

Expected in 2014 Certifications | A+, Network+, Security+ CED Solutions, Marietta, GA GPA:

Expected in 2010 Bachelor of Science | Information Technology University of Education - Winneba, Kumasi, Ashanti Region GPA: GPA: 2.90

Additional Information

Military Spouse

Service: Navy (Active Duty)

Skills

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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