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Click here or scroll down to respond to this candidateCandidate's Name
Street Address EMAIL AVAILABLE
Desired Position: Technical Support Analyst
Desired Salary: Negotiable
OBJECTIVE:
Self-starter with strong sales, customer service, and management skills seeks an entry level position as a Helpdesk Analyst or related position within a progressive IT organization.
EDUCATION:
Jefferson Community & Technical College Louisville, KY. January 2010 Present
Currently pursuing an Associates Degree in IT and MCSA certification
Current cumulative GPA 3.56
CORE COMPETENCIES:
Install, configure and maintain various Windows Operating Systems including 2000, XP, Vista and 7
Install and configure Windows Server 2008
- command line and GUI configuration
Install and configure Active Directory
Experience building and maintaining a small local area network
router, switch and cable installation
network monitoring and configuration
Troubleshoot, replace and/or assemble personal computer systems including installation of motherboards, modems, sound/video cards, network cards, cd drives, floppy disks, circuit boards, memory and related peripheral devices
Possess a strong understanding of theories related to DOS, computer architecture, GUI and network infrastructure planning
Wire accordingly for the installation of network systems
Utilize Microsoft Office and internet applications including Word, Excel, PowerPoint, Access, Internet Explorer and SQL
Versed in ticketing systems including OVSD and OTRS
Fluent in Spanish
WORK EXPERIENCE:
Whatever It Takes Transmission Parts (IT Administrator) 10/2016 Present
Responsibilities:
Organized and performed ISP conversions on 36 different statically-set store branches- Converted from MPLS network(SAP) to a peplink network
Network administration duties dealing with different ISPs, network monitoring/troubleshooting
Systems Administration duties AD management, hire/fire paperwork
Exchange administration duties managing email server/accounts
Configured and installed PepLink routers in each branch running in High-Availability/Bonded mode (2 separate WANs bonded together with hardware failover)
Created new documentation for many things, previous managed IT service took all the documentation after being fired
PC builds and remote troubleshooting via TeamViewer, TakeControl, and LogMeInRescue remote access tools
Server troubleshooting
Active Directory/Group Policy troubleshooting
Responsible for making ICE.tcp Telnet based application work with a variety of systems as an integrated POS system
Delegation of other work
Answered between 15 and 75 phone calls per day dealing with a wide variety of issues
Payment Alliance Intl. 2/2016 8/2016
Responsibilities:
Handled inbound support calls and tickets, documented accordingly in Manage Engine Service desk ticketing system
Provided remote assistance to other locations using LogMeIn Rescue remote administration tool
Responsible for break-fix on all hardware and software for over 300 users, also for level one network troubleshooting and escalation when necessary
Upgraded 50 user s desktops to a solid state drive configuration, responsible for custom software build on each as well
Utilized systems such as Active Directory and Exchange Management Console to administrate user accounts
Required to prioritize tickets according to severity and balance workload accordingly
Coordinated between different departments to find solutions to ongoing issues/projects
Responsible for troubleshooting, installing and configuring NEC IP phones
Neustar DNS Registry 10/2014- 5/2015
Responsibilities:
Handled inbound support calls & documented accordingly in SalesForce ticketing system
Created and updated domains using proprietary Registry Administration Tool (RAT)
Responsible for running .NYC and .US Nexus compliance investigations and deciding upon outcomes
Managed Common Short Code registry and provided support via email, calls and proprietary administration dashboard (Registry Dashboard)
Papa John's Pizza 4/2014 8/2014
Responsibilities:
Worked on FOCUS conversion, handled software side of a company-wide hardware/software rollout
Handled inbound support calls & documented accordingly in Oracle PeopleSoft Contact Resource Manager
Used Zoc V 6.20 and VNC Client remote desktop applications to troubleshoot and configure client POS systems/servers
Used Linux Fedora command line interface for majority of procedures, also many issues had to be handled in the database using SQL commands
Also put in charge of training all new hires 1 month after being hired myself
Used Lotus Notes for email, knowledge base, and various other applications
Kindred Healthcare 9/2013 1/2014
Responsibilities:
Handled inbound support calls & documented accordingly in HP OVSD ticketing manager
Set up personal workstation (hardware & software)
Used a variety of Applications including MS Word, Excel & Outlook
Exceeded performance expectation on 5 minute call handling
User migration project password changes
- assisted end users by resetting passwords in DRA (active directory clone)
Smart reinstalls
- assisted users by talking them through reinstallation process
Strategic Logic Corporation 1/2012 06/2013
Responsibilities:
Desktop Support
- Responsible for support of 8 end users in house, multiple external users
Application Support
- Responsible for software maintenance and configuration on a variety of open source as well as Microsoft applications
Hardware, software, and LAN maintenance
Troubleshooting and repairs
- Responsible for diagnosis and resolution of all software and hardware issues
On and Off-Site Service Calls
Ticketing and escalation when necessary
Professional References:
David Darlage PHONE NUMBER AVAILABLE EMAIL AVAILABLE
Coworker at Neustar
Timothy Nice PHONE NUMBER AVAILABLE EMAIL AVAILABLE
Employer at Kindred Healthcare from 9/2013 1/2014 |
