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Help Desk Support Representative Resume

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Las Vegas, NV

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Summary

I am seeking a Desktop Support or Junior Level Systems Administrator position to utilize and develop skills supporting end users and to maintain internal network and server infrastructure. I have 5 years of experience in a variety of IT roles. During this time I’ve developed the ability to communicate and work well with team members and clients. Over the last year I’ve obtained the relevant certifications to gain the skills necessary to excel at the position I am applying for.

Education

B.S. Management Information Systems
IT Systems Administrator

Certifications

  • CompTIA A+ (IT Technician)
  • CompTIA Network+ (Network Technician)
  • MCSA (Microsoft Certified Systems Administrator)

Skills

  • Technical Knowledge: PC/Laptop/Printer Hardware/Software Installation, Configuration and Troubleshooting, PC/Network Security, Email, Active Directory Forests/Domains, DHCP, DNS, RRAS, IIS, TCP/IP, LAN, VLAN, VPN, Basic Routers/Switches, Ethernet Network Cabling
  • Platforms: MS Windows (95/98/ME/NT/2000/2003/XP Pro, Vista, 7), MS Server 2000/2003/2008, AS400
  • Software: MS Office 2003/2007, MS Outlook 2003/2007, MS Exchange 2003/2007, CA Service Desk, Kaseya, RAdmin, KVNC, Terminal Services, Untangle, MS Visual Studio 6.0, PVCS, Perforce, Wise, MSI, XML Spy.
  • Languages:C/C++, VB, Java, XML, HTML, Scripting.
  • Databases: MS Access

Work Experience
IT Technician
Confidential, Las Vegas, NV 1/10 - 06/10
Help desk support representative and field technician for a managed IT services company.

  • Provide remote and on-site technical support to customers and office team.
  • Use automation software to administer and manage resources on clients and servers.
  • Install, configure, troubleshoot and repair PC’s and laptops on various Windows platforms.
  • Maintain health and security of network and workstations with anti-virus and network monitoring software.
  • Diagnose and resolve network connectivity issues in small to medium sized networks.

Technical Specialist
Confidential, Las Vegas, NV 3/10 - 4/10
IT support center technical specialist for all MGM Mirage casino and resort properties in the United States.

  • Provide first level support to internal employees via phone, email and remote tools for wide range of technical issues.
  • Fast paced high workload environment with call statistics to measure efficiency of specialist.
  • Formally document all incident tickets per a predefined standardized process.
  • Research and analyze options for incident resolution using knowledge base, peers and intranet/internet.
  • Provide on-site support for desktops, point of sale computers, printers and applications.

Software Developer
Confidential,Reston, VA 4/01 - 3/05
Part of the development team for a software company that develops cellular network optimization solutions.

  • Designed and implemented code to maintain and add new functionality to Actix products.
  • Collaborated with engineering team to reverse engineer file formats for full vendor support.
  • Performed thorough regression and systems level testing of software updates before release.
  • Worked with product support team to troubleshoot and resolve software related issues.

IT Consultant
Confidential, McLean, VA 2/01 - 3/01
IT consultant for firm that contracts global management services in the environmental and energy sector.

  • Updated and maintained database records with Microsoft Access.
  • Developed and generated reports using detailed queries to extract requested information.
  • Performed analysis and quality assurance tests on reports to ensure accuracy and completeness.

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