Help Desk Analyst Resume Latest Template in Word Format Free Download -->

Help Desk Analyst Resume Latest Template in Word Format Free Download

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Sofiat Kennison
309 S. Broadway Circle – # 205    ·    Englewood, CO 80001
sofia@msn.com    ·    Voice: (720) 326=9876

Certifications
Microsoft Certified Professional (Windows 2000, Windows XP, Vista, Windows 7)
Microsoft Certified Desktop Support Technician (Windows XP, Vista, Windows 7)
Microsoft Certified Application Master Specialist Office , 2003, and 2007
Microsoft Project Specialist
CompTIA A+ IT Support Technician, Network+, Security+
CompTIA Certified Technical Trainer (CTT+)
Novell Certified Administrator (NetWare 6)

Professional Experience

IPREMISE – Centennial, CO                                                                                       12/2/2011-1/2012
Help Desk Analyst
Hired back as a contractor to assist the help desk resolve issues.
Solve IT Lakewood, CO                                                                                                12/2010-10/2011
Help Desk Analyst
Configured and troubleshot MS Outlook and Microsoft Office issues, resolved application errors and Windows Blue Screen of Death errors, fixed issues with Internet connectivity, assisted users in configuring mobile devices, and performed basic firewall configuration (SonicWall).

IPREMISE – Centennial, CO                                                                                        2/2010 to 9/2010
Help Desk Analyst
Resolved computer and network issues for more than 90 companies and managed over 100 servers at this IT Outsource company. Preformed maintenance and troubleshooting on Windows 2003 and 2008 servers, Performed Virus and Spyware removal on a daily basis for all of our customers, Resolved printing issues for local and network printers, Provided support configuring mobile devices

Independent Consulting Services – Boise, ID                                                                                
TekSystems – PC Technician                                                                                    8/2008 to 1/2010
Installed and Configured workstations and POS equipment. Performed Maintenance procedures on inkjet cartridge refilling stations at a retail chain.

Independent Consultant                                                                                            2/2002 to 1/2010
Effectively design and deliver customized technical training to clients worldwide. Interface extensively with clients to analyze business issues and deliver appropriate training solutions to increase efficiency. Develop hands-on lesson plans to educate users on company’s beta software products. Create training curriculum and materials.
§  Designed and delivered effective face-to-face and on-line technical training to numerous customers, including T-Mobile, Meijer and National Chapter of the American Red Cross.
§  Setup and configured classroom equipment necessary for successful classroom and Internet instruction.
§  Taught students how to troubleshoot printer problems and maintain printers (swap formatter boards, upgrade printer and Jetdirect firmware)
Zydigo Technologies – Lake Oswego, OR                                                                1/1996 to 2/2002
Technical Instructor
Developed and conducted technical training for Hewlett-Packard, Intel and Novell global customers. Assisted in installing, configuring and upgraded classroom network environments. Set-up, configured and upgraded multi-platform LAN/WAN infrastructures, consisting of MS Windows NT/2000 and Novell NetWare servers and desktops. Facilitated the deployment of network backbone, including routers, switches and T1 circuits. Collaborated in developing training content, materials and lesson plans. Designed and delivered
classroom and web training to students. Assisted students in analyzing and resolving hardware, software and networking issues.
§  Developed and tested lab exercises for beta software and hardware products.
§  Credited with successfully setting up and supporting network infrastructures to support training and development. Assisted in creating server maintenance procedures for the Institution.
§  Conducted on-site technical training on HP Web JetAdmin, network printer management solution, to LL. Bean, American Family Insurance and Mayor’s Office in New York City, and numerous other clients.
§  Recognized for creating Hewlett-Packard, Intel and Novell certification training content for worldwide delivery.
ComputerLand Learning Center – Boise, ID                                                          4/1990 to 1/1996
Lead Instructor
Delivered technical training to students in preparation for CNE and MCSE Certifications. Set-up, configured and maintained technical infrastructure for 3 classrooms, consisting of more than 30 MS Windows and MacOS desktops across a network environment. Developed and delivered introduction and advanced hands-on training to students in computer applications, including MS Word, MS Excel, MS PowerPoint, MS Project. Trained and mentored team members.
§  Acknowledged for successfully providing high-quality technical training.
§  Recognized for creating automated set-up procedures for new classroom configuration.

Educational Background
Illinois State University – Normal, Illinois
Bachelor of Science Degrees in Management and Marketing (1985)


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