Lan Technician Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

• Windows XP, Vista, 7, 8, 10

• Solid understanding of DNS, DHCP, TCP/IP, Routers, and Firewalls.

• Citrix

• Microsoft Office 365 suite, Microsoft Exchange Server, Active Directory, SCCM

• ServiceNow, Service Manager, BMC Remedy, Altiris, and other ticketing systems

• AS400

• Maas360, Good Mobile, MobileIron, Intune, DUO Mobile device Management systems

• Computer Repair, maintenance, and asset management

• MAC and other Apple devices

• G Suite

• Data recovery and disk backup

• Android

• Barracuda Spam filtering

• Basic Printer troubleshooting, repair, maintenance, and diagnostics (Xerox, Konica Minolta, Ricoh, HP)

• RDP, VNC, Teamviewer, Bomgar, LogMeIn, and other Remote desktop tools

  • User training
02/2020 to Current
Help Desk Technician Brokers International Parker, CO,
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Managed user profiles, security access and shared file structures.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Configured employee work stations, including all hardware, software and peripheral devices.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Initiated shipments to send equipment to clients and tracked return shipments.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Troubleshot MobileIron Mobile Device Management configuration and device issues for iOS and Android phones relating to emails, contacts, calendars, permissions and application installs.
07/2019 to 11/2019
LAN Technician Alorica Inc. Fredericksburg, VA,
  • Scheduled appointments and migrated workstations from previous versions of Windows to Windows 10 through SCCM onsite and at remote locations.
  • Monitor computers in SCCM collections to ensure successful migration.
  • Remove End of Life computers and replace them with updated workstations.
  • Removed EOL workstations hardware components for proper disposal and confidentiality of data.
  • Installed software as needed after Windows 10 upgrade for users critical to their job position.
  • Proactively prepared and upgraded backup workstations to Windows 10 in case of problematic migration issues.
  • Report number of computers migrated daily to team members and supervisors.
  • Inventoried, maintained, and provided status of workstations in asset management system.
  • Resolved Windows 10 migration issues assigned to group through ServiceNow ticketing system.
04/2018 to 07/2019
Help Desk Analyst Tri Holdco, Inc. Fort Worth, TX,
  • Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
  • Handled large call volume while maintaining accuracy, efficiency, and a positive friendly attitude.
  • Researched, resolved or escalated, and followed up on existing issues through ticketing system onsite or remotely.
  • Configured and documented standard desktop computer workstations.
  • Troubleshot and resolved computer, network, printer, application, and systems issues while providing training as needed.
  • Created and maintained user logins and passwords.
  • Re-imaged and backed up laptops, desktops, and tablets while maintaining hardware infrastructure.
  • Installed hardware, operating system software, and application software on workstations.
  • Demonstrated effective and consistent technical support onsite, over the phone, and via remote software such as Teamviewer.
10/2016 to 04/2018
IT Helpdesk Technician Chenega Mios Honolulu, HI,
  • Performed basic printer troubleshooting, maintenance, and service calls for printer errors and improper usage.
  • Provisioned Android and iPhone Mobile Devices through Iron, Intune, and Good Mobile Device Management software under company policy.
  • Installed, troubleshooted, and explained the usage of online conferencing tools such as WebEx and GotoMeeting to conduct voice and audio meeting across the US and abroad.
  • Facilitated Windows 10 training sessions for hundreds of employees to teach how to use it with quick tips to maximize job efficiency.
  • Routinely reviewed training materials and course details to ensure that important updates were included within a reasonable time frame.
  • Reset passwords, provide access, and modify permissions for user accounts through Active Directory, PointClickCare Health, and mainframe systems.
  • Troubleshooted and resolved web application issues escalated from customer support and other departments with a 100% success rate.
  • Trained 30 in-house staff on software usage, computer safety, and system performance using IT industry best practices.
  • Set up, tested, configured, and repaired networks, desktops, laptops, printers, and other equipment following industry best practices and manuals.
  • Coordinated and implemented network security measures to protect data including configuring, monitoring, and maintaining virus protection software.
  • Provided Onboarding and termination of users through iCIMS.
  • Resolved IT issues through call resolution and ticketing system.
04/2012 to 10/2016
Helpdesk Technician HP City, STATE,
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Filed, sorted, and maintained records for accuracy and upkeep using online and physical office filing storage systems.
  • Developed documentation for common processes for both support staff and end-users using various incident management systems.
  • Diagnosed network problems involving a combination of hardware, software, power and communications issues.
  • Screened telephone calls and inquiries and directed them as appropriate.
  • Organized personal and professional calendars and supplied reminders of upcoming meetings and events.
  • Created new accounts, reset passwords and configured access for users through Active Directory.
  • Created and maintained email addresses and distribution lists in MS Exchange.
  • Provisioned Android and iPhone Mobile Devices through Iron, Intune, Maas360, and Good Mobile Device Management software for various clients.
  • Detection and deletion of viruses.
  • Processed and completed IMAC requests.
Education and Training
Expected in 2019
B.A.: Cybersecurity and Information Assurance
Western Governors University - Salt Lake City, Utah
Expected in
A.A.S: Network Security
ECPI University - Virginia Beach, Virginia

• Network+ - CompTIA, July 2019 to July 2022

• A+ - CompTIA, August 2016 to July 2022

• Security+ - CompTIA, August 2018 to August 2021

• EC-Council Certified Encryption Specialist v2 - EC-Council, June 2019 to June 2022

• CIW Web Security Specialist - CIW, 2019 to Present

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Resume Overview

School Attended
  • Western Governors University
  • ECPI University
Job Titles Held:
  • Help Desk Technician
  • LAN Technician
  • Help Desk Analyst
  • IT Helpdesk Technician
  • Helpdesk Technician
  • B.A.
  • A.A.S

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