Resume of HELP DESK ANALYST

Title
HELP DESK ANALYST

Primary Skills
Hardware expert with extensive background in builds, upgrades, and troubleshooting. Highly effective help desk analyst

Location
US-MN-St. Paul

Posted
Apr-16-07


IT SUPPORT ANALYST / HELP DESK ANALYST

Veteran IT support professional offering more than ten years of exceptional client service combined with knowledge of a variety of customized desktop and networking solutions for small and medium-sized businesses. Hardware expert with extensive background in builds, upgrades, and troubleshooting. Highly effective help desk analyst proven effective supporting software and connectivity issues remotely and on-site. Effective communicator who works well with technical and non-technical team-members.

STRENGTHS

* System Builds & Installs
* Migrations & Deployments
* Hardware Repair & Upgrades
* Relationship Management
* Project Management
* Troubleshooting
* User Support & Training
* Security, Backup, & Recovery
* Vendor Contracts


TECHNICAL PROFICIENCIES

Certification: CompTIA A+ IT Professional
OS/Platforms: MS Windows 9x/NT/2000/XP Professional and Home
Applications/Tools: MS Office Suite, Norton Anti-Virus, Anti-Spyware, Firewall, Surge Protection
Networking: Cat-5 Cabling, TCP/IP Protocols, Peer-to-Peer Networks
Hardware: PC-Based Desktops, Laptops, Printers, Scanners



PROFESSIONAL EXPERIENCE


OUTSIDE THE BOX NETWORKING, St. Paul, MN, 2002 to Present
Desktop Support Manager

Provide on-site enhancement, upgrade, and support services to contracted small business clients for business-critical workstation and network systems. Collaborate with clients to plan infrastructure expansion and upgrades based on business goals and assessment of existing technologies. Build PCs, install and configure operating systems and application software, and recommend antivirus and security procedures and tools. Perform periodic backups as part of the client's business continuity strategy. Train users in equipment and application use.

=> Grew the client base from the ground level to more than 300. Provided exceptional service resulting in referral-driven business expansion.



CIRCUIT CITY, St. Paul, MN, 2001 to 2002
Sales Associate
Guided customers with a broad range of technical proficiencies through the product selection process based on needs, budget, and performance expectations. Served as the primary technical point of contact for product setup, configuration, and troubleshooting. Assisted junior staff members as the floor resource for challenging technical questions. Sold complementary products and services.

=> Provided technical support to business and residential customers for setup of peer-to-peer networks.



BEST BUY, St. Paul, MN, 2000 to 2001
Sales Associate
Assisted customers with selecting appropriate technologies. Provided answers to setup, support, and maintenance questions. Recommended and sold complementary products, software, and services based on the client's usage expectations. Assisted junior staff members as the floor resource for challenging technical questions.

=> Served as the department lead during the Floor Manager's absence.
=> Earned distinction as the Top Sales Representative for Gross Sales and Maintenance Plans on December 24, 2001.



KFORCE INTERNATIONAL, St. Paul, MN, 1999 to 2000
Helpdesk Specialist
Supported more than 4000 users for Ethernet-based network and desktop hardware issues as a contracted resource. Assisted customers over the telephone and on-site for a variety of hardware, software, and connectivity issues. Served as a technical resource for deployments, integrations, and installs.

=> Provided dedicated assistance for the high-profile Minnesota Life/Securian contract.
=> Supported system upgrades and integrations as part of the Y2K compliance initiative.



PROSTAFF, St. Paul, MN, 1998 to 1999
Network Support / PC Technician
Installed, supported, and upgraded network infrastructure and software applications as a contracted resource. Built and enhanced workstation hardware and peripherals for a 300-user network.

=> Migrated the Guidant/CPI Accounting Department from one office to another. Completed the project with no unscheduled service disruptions.



PROGRAMMING ALTERNATIVES, St. Paul, MN, 1997 to 1998
Analyst
Installed and supported an 80-user network at 3M Corporation as a contracted resource. Set up, configured, and deployed computer images for all new installations, resulting in significant costs and time savings. Provided exceptional point-of-contact troubleshooting and issue resolution.




*** Additional Desktop and PC Support and Project Management experience with Military Communications Center, and Telmon, Inc.

Certifications
See above


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