Help Desk Resume Columbus, GA - Hire IT People

SUMMARY

SKILLS

RELATED EXPERIENCE

Confidential,Columbus, GA April 2012 – Present
Help Desk Technician

Provided Tier I support for all Lowe\'s stores\' equipment including debit pinpads, Lexmark printers, cash registers and lookup terminals.
Used a Linux based system to remotely resolve basic network issues, such as IP and MAC address updates, and boot server changes.
Collaborated with field technicians to ensure Service Level Agreements (SLA) was being met.
Used Remedy ticketing system to document and track all calls received.

Confidential,Westborough, MA October 2011 – Jan 2012
Help Desk Technician

Ensured readiness for the holiday season by verifying proper function of computer network, servers, and POS equipment
Provided Tier I and Tier II Support for any problematic equipment, including HP Thin Client workstations, Nortel and Avaya phone systems, and IBM Blade Servers.
Used remote access tools including RDP and VNC to ensure and maintain network connectivity.
Resolved issues with VPN connections and managed users\' hardware and software RSA tokens.
Carefully documented all interactions and incidents using HP Service Center.

Confidential,Riverside, RI June 2011 – October 2011
Help Desk Analyst

Augmented bank\'s normal help desk as part of large-scale file lock-down project to ensure compliance with the Gramm-Leach-Bliley Act (GLBA).
Used tools such as Citrix, Microsoft Active Directory, and Clarify ticketing system to resolve calls regarding file and folder access by internal customers.
Assisted with data mining and risk mitigation in order to ensure accurate reconstruction of AD groups and file permissions.
Provided phone support for bank employees with file and folder access issues.

Confidential,Smithfield, RI August 2010 – June 2011
Help Desk Technician

Responsible for supporting CVS retail stores with software and hardware troubleshooting in a call center environment. Performed problem diagnosis for servers, desktops, printers and other peripheral equipment, such as battery backups.
Responsible for first call resolution and escalating unresolved tickets to the proper vendor.
Logged and tracked inquiries utilizing Peregrine Service Center and HP Service Manager ticketing systems and processed between 50 and 70 service requests on a daily basis.
Identified and provided input on unique or recurring problems and situations.

Confidential,Jacksonville, FL May 2010 – August 2010
Deployment Technician

Assisted with the large scale deploying of new Dell PCs for large businesses to include hardware replacement, imaging, and setup of hundreds of new machines.
Collected and reviewed system data for capacity and planning purposes, and documented and reported any discrepancy.
Maintained detailed inventory of the machines that were being replaced as well as the new machines being installed and configured.
Involved with troubleshooting & answering questions relating to software, equipment problems, and networking issues.

Confidential,Jacksonville, FL May 2008 – August 2009
Technical Support Associate

Provided and documented solutions after assessing customer issues over the phone in a call center environment. Consulted with high profile commercial, government and residential customers to ensure proper monitoring of full service alarm systems throughout the United States.
Established and maintained good relations by ensuring customers received exceptional customer service.
Entered and updated repair orders and customer information using the Informix ticketing system.

EDUCATION