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Help Desk Analyst Resume Format in Word Free Download

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Ruby  Williams
Cisco Certified Networking Associate
                                                                                                                                   Mobile: (205) 567-9876
309 Dalton Drive                                                                                                                                             
Kimberly, AL 35001                                                                                                      rubywilliams@gmail.com

PROFESSIONAL PROFILE

·         Proven IT administration and support assisting multiple end users with my ability to troubleshoot, diagnose, resolve and document technical issues surrounding Windows PC, WAN/LAN connectivity, MS Office, and related hardware/peripherals.


PROFESSIONAL EXPERIENCE

Pomeroy / BBVA Compass - Birmingham, AL                                                      September 2011 - Present
Help Desk Analyst                                                                                                                                       

·         Support national deployment of proprietary software to 1000+ BBVA Compass users.
·         Remote installation and verification of software to users desktop and laptop pc’s.
·         Field trouble and information request calls and enter them into the Remedy ticketing system.
·         Escalate request for service as needed to provide issue resolution for end users.
·         Generate daily software defect report and communicate results to Project Manager and Business Analyst.
·         Build initial knowledge database for future issue resolution.

AJS Associates - Gardendale, AL                                                                August 1992 – September 2011
IT Service Technician                                                                                                                                  

·         Responsible for the planning, design and implementation of company WAN and LANs.
·         Extensive support and troubleshooting of company LAN/WAN and VPN.
·         Configure, install and support Cisco routers, firewalls, ASAs and Catalyst switches.
·         Troubleshoot routing protocol connectivity issues (RIP, EIGRP and OSPF).
·         Perform day-to-day administration of Windows Server Active Directory and MS Exchange Server.  Including new user account creation, account removal at termination and password resets.
·         Performed research of new technology and recommended hardware and software purchases.  Including VoIP technology.
·         Create and support custom MS Office applications (Excel and Access).  Used Visual Basic to create custom menus, functionality and connectivity to external databases.
·         Manage high volume Windows PC Help Desk responsible for 54 remote sites and 4 regional offices spanning a 5 state area.  Provide on-call phone and on-site support 24x7 as needed.
·         Prioritize, assign and escalate help desk cases as needed.  Manage cases to closure.
·         Configure, install, upgrade and support Dell/HP personal computers and related peripherals.


EDUCATION/CERTIFICATIONS

  • CCNA - Cisco Certified Networking Associate
  • CompTIA  Network+   
  • Associates Degree in Applied Electronics Technology            
    • Southern Technical College Birmingham, AL





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