Help Desk Analyst Resume Creative Format in Word Free Download -->

Help Desk Analyst Resume Creative Format in Word Free Download

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Danna  Filyo
309 Pickle RD.  Oregon, Ohio  l  (419) 280-9876  l  danna@hotmail.com
Targeting Entry-Level technician Positions
l  Graduate offering a strong academic background in IT in Computer Science with excellent Computer experience as PC Tech analyst.
l  Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
l  Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.
Education
Owens Community College – Northwood, Oh - Degree 12/05
A.S. in Computer Science program  l  GPA: 3.2  to3.5
Concurrent Employment with College Studies:
l  Student Technician (2003 to2005): Provide networking/some desktop support and perform mainframe and account maintenance, virus solving tasks. Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.
l  Student Technician (2003 to 2005): Help Develop new lab projects for new upcoming classes and updating lab projects for digital 1 & 2 level classes. Junior administrator of Linux machines for account set-up and management a practice company for demonstration the Linux/Unix administration environment. Demonstrating virus protection in below systems.
Certifications:
Comitia A+, HDI Helpdesk Certified
Systems:
CICS/ISPF/Mainframe, UNIX, Windows 9X/NT/2000/XP/2K3, Novell NetWare, Mac OS
Databases:
Oracle, ADB2, Relational Databases
Languages:
Visual Basic, SQL, HTML, ASP, CSS, C++, CGI, Perl, Java
Software:
MS Project, MS Power Point, MS Office, Lotus Notes
IT Experience
Owens community College – Northwood Ohio
l  Helpdesk Analyst / Intern, (2003 to 2005) Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.
Selected Contributions:
l  Researched and developed knowledge-base articles for Lotus Notes issues, resulting in an increase in first-call-resolutions of 20 additional calls per week.
l  Exceeded issue-resolution targets and achieved exemplary facility satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).
l  Handled 30+ technical/mission-critical calls daily and consistently met high service standards.
Available for some Travel


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