Position Desired: Help Desk

Cover Letter:
Dedicated to providing exceptional client service and proficient in:

•Server Monitoring •Technical Support •Customer/End User Management
•Problem Diagnosis •PowerShell •SCCM
•VOIP Support •Security Procedures •Executive Support
EDUCATION / CERTIFICATIONS / TECHNICAL SKILLS
Education:
- DeVry University - Studied Computer Information Systems (minor: Business and Accounting)
- Lincoln College - General Computer Administration
Certifications:
- Microsoft Certified Systems Engineer (MCSE); Microsoft Certified Professional (MCP MCITP), SAP BASIS; CompTIA A+ Certified and Network+ Certified (A+ and Network+) , Server+, Security+
Operating Systems:
- Microsoft Windows 10/8/7/Vista/XP/2000/NT/98/95/DOS; Microsoft Windows Server 2008/2003; Linux
Application Software:
- Active Directory; Microsoft Office Suite 2010-07; Remedy; VMware; BlackBerry Manager; Landesk; AS/400; DameWare; Lotus Notes; Internet Explorer; FireFox; Sage; PeopleSoft; Migration and Refresh ; SQL; Antivirus Software; QTP; Adobe
Security Software:
- Cisco VPN; BitLocker; PGP, McAfee, Kaspersky, TrendMicro, Norton’s Antivirus, MalwareBytes
Hardware:
- BlackBerry; HP Thin Client; Projectors; AS/400; Hubs / Switches / Routers; Firewalls ; Migration and Refreshes; Smartphones; IPhone
Tools/Programs:
- ImageX; WDS (Server 2008); WinPE; QuicKeys; Dameware; WebEx; Bomgar; RDP; Connected Autonomy; SmartTechnology
Protocols:
- TCP/IP; DHCP; DNS; WINS
Additional Training:
- IT Networking; QA Quality Assurance, Software Testing and Performance Analysis, POS Point of Sales setup and troubleshoot

EXPERIENCE AND ACCOMPLISHMENTS
HGS, Peoria, Illinois March2015 – March 2016
Call Center / Desktop Support Engineer
- Provided international IT support and Level II helpdesk support to 550 local personnel (Zipcar).
- Assisted in providing Level II helpdesk support to 500 local personnel; escalating incidents to teams of specialists, noting detailed infor

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