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

Help Desk Analyst Resume Layout Format in Word Free Download

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Danna Golston  
309 South Park Road SW            Birmingham, AL 35001              (205) 201-9876              dannagolston@yahoo.com


Summary of Qualifications

  • Bachelor of Science Degree in Business -Associate in Applied Sciences Degree in Computer Information
  • Over five years I.T. Helpdesk experience in a corporate environment – Over seven years of customer service experience
  • Comptia A+ Certified  -  Irreproachable interpersonal skills – Enjoys acquiring new knowledge

Education

BIRMINGHAM-SOUTHERN COLLEGE, Birmingham, AL / May 2010
  • Bachelor of Science Degree in Business
  • President’s Service Team
  • Maintained fulltime employment while attending school

Professional Experience
SOUTHERN COMPANY, Birmingham, AL / September 6, 2011 to Present
  • Help Desk  Analyst
  • High first call resolution for client’s – Consistently ranked highest in providing quality service per company surveys
  • Troubleshoot and resolve issues for – Cisco I.P Phones, Cisco Anyconnect VPN, RSA Security Token Administration, Windows NT Roaming and Local Profile, Edit Windows Registry Errors, Resolve Multi Screen Display Setting Issues
  • Assist with configuration of thin client devices such as Apple’s OS, and Ipad 1 and 2 Devices, Android Devices, Wireless Broadband Cards and Smart Security Key Cards
  • Administer Active Directory user accounts
  • Determines if issues require immediate replacement, field dispatch or training for proper usage for affected device or software
  • Create and edit directive I.T user self-help manuals
WELLS FARGO HOME MORTGAGE, Birmingham, AL / October 2010 to April 11, 2011
  • Interim Loan Document Processor II
  • Daily use of Wells Fargo’s Mortgage pipeline software suite to provide mortgage processing and pre-underwriting. 
  • Liaison between underwriters, mortgage consultants, insurance companies, employers and Wells Fargo's clients.

A.G. GASTON BOYS and GIRLS CLUB,  Birmingham, AL / 2010 to Present
               
  • Volunteer
  • Assist with coordination of charity events
  • Execute mass mail-mergers – Administer Facebook
  • Mentor children weekly


PROJECTS UNLIMITED, Birmingham, AL / Summer 2009
  • Intern
  • Plan event meetings for the Birmingham Venture Club  -  Gather Records From City Hall for non-profit groups
  • Serve as first point of contact for Association of Fundraising Professionals
  • Coordinate philanthropic group meetings for Birmingham non-profit groups

BOOKS-A-MILLION, INC., Birmingham, AL / 2005 to August 25, 2010
  • Help Desk Analyst
  • Team member responsible for hardware and software support for 10,000 employees, 220 stores and 3 corporate offices
  • Night shift technician responsible for entire scope of support after hours – Responsible for securing building and server rooms nightly – Trained intern and new hire technicians
  • Install printers, monitors, setup workstations, and cellular activation locally within office – Support of Taleo Recruiting Software – Performed cost analysis of new hardware
  • Communicate with vendors for support
  • Drafted five step or less instructional manuals for end users to assist with timely resolve of hardware installation or trouble shooting - Performed all tasks with team members and independent of supervision
  • Drafted five step or less instructional manuals for end users to assist with timely resolve of hardware installation or trouble shooting
  • Wireless Access support: Determined if Access Point, cabling (Cat 5), or network provider was at fault via ping tests and trace route tests remotely – Wireless access point studies performed to determine proper placement of AP’s
  • After hours support for corporate: Connectivity issues VPN, Email Enterprise diagnostics, management of user accounts through Windows Active Directory (disabling, reassigning rights, and unlocking profiles).
  • Performed all tasks with team members and independent of supervision
  •  

PEMCO AVIATION GROUP, INC., Birmingham, AL / 2003 – 2005        
  • Structural Sheet Metal Mechanic
  • Insured all work meet or exceeded quality standards before submitting results to supervisor




References Available Upon Request


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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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