IT Helpdesk Resume

To obtain full time employment in Information Technology

IT Helpdesk Support Technician
Progressive (September 2006 - Present)
-Handle requests from end users that may come via phone or other means
-IT security resolutions including but not limited to: LAN and mainframe password resets, shared drive and workgroup mappings verification, LDAP role assignments, and assignments of users to laptops to get past the laptops Safeboot software login screens, via proprietary application similar to Active X directory
-Comply with change management guidelines and SLAs
-Use discussions with end users to identify and research IT related questions and problems
- Resolves hardware and both proprietary and non-propriety software issues and coordinate referrals to appropriate technical resources if necessary
-Participate in quality auditing of business processes from end user prospective
-Lotus Notes application and email troubleshooting including but not limited to: database adds to workspace by means of the servers, walk users through Notes/user location preferences setup via PC Anywhere, various error messages troubleshooting, and transfer of databases from old laptops to new laptops.
-Chair business process focus groups and make suggestion for improvements
-Document issue resolutions in Remedy ticketing software
-Submit update and change requests for knowledge management database
-Perform computer configuration and builds from the server
-Walk users through set up process after Blackberry has been wiped
-Level one Cisco VPN connection troubleshooting
-Odyssey Client end user wireless network setups and troubleshooting

Bachelors of Science-Computer Information Systems
Minor-Organizational Information Technology