Windows 7 and Windows 10
Adam Prows
IT HELP DESK ANALYST
West Jordan,UT
Summary
Desktop Analyst successful at troubleshooting and handling customer support issues in a timely Computer. Desktop Analyst that will be responsible for managing various types of services, managing client systems, and managing multiple cloud-based technologies, such as Microsoft Office 365, Google Cloud, Adobe Cloud, and other offerings. Upselling, sold over a million dollars in wireless and electronic equipment with Previous Employer's. I have also support Cisco Meraki and Avaya phone Trouble shooting experience. Zebra printer experience as well . I'm HDI certified in customer service, and over 10 years of experience in customer service. Help desk experience installing and manage Windows and Mac systems and software, and over 10 years of help desk support. I have also sold over $1 million dollars with up-selling technology as a world class customer service expert. Windows 7 troubleshooting and intermediate Macintosh trouble shooting. Knowledge base implementation and suggestions. Google analytics. Sales Force. Extensive trouble shooting done prior to device replacement consideration (RMA). Up-selling beneficial products that enhance the overall client experience. Make sure that SLAs are meet within a timely manner. I have sold over a million dollars in wireless and electronics equipment. Experience with Active Directory with my hands on training through my A+ certification. IT Support with Citrix for new and internal clients. I used service now and remedy ticketing systems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
1
1
Certification
3
3
years of post-secondary education
4
4
years of professional experience
Work History
It Service Desk Analyst
Oldcastle Materials
Draper, UTAH
03.2017 - 05.2021
- Experience with Citrix, SharePoint, ShoreTel, also meeting 7-day SLA agreements with terminations.
- I have also supported OKTA, Cisco VPN, Microsoft O365 Admin Center, setup MFA’s, Cisco VOIP Phones, Shoretel Passwords as well and voice mail password resets.
- Cherwell CRM ticketing system experience for priority 1 and 3 tickets, along with providing RMA’s.
- Remote desktop support tool experience with Team-Viewer, support of Shortel/Mitel VOIP phones.
- Airwatch/ MDM Managment & Active Directory Support for Phones, Android devices for office 365 and email, HP Printer support.
- I have also support MAC OS as well.
- Office 365 administration Support, with setting up Microsoft Outlook accounts, and licenses.
- Active Directory Support, with resetting passwords in organizational units, as also setting up member of groups, and re-moving individuals from AD, as well as activating new users in AD.
- TCP/IP command line experience with trouble shooting laptops, desktops, and domain name server connections.
- Citrix XenApp password and login reset experience acquired, along with help internal client navigate different applications within the Citrix program, and Cisco VPN support, application updates, along with support Windows 7 and Windows 10, as well as running analysis network support through solar winds.
- Cisco web-ex, Office 365 suite and administrative functions.
- Video Conferencing Platforms - Cisco WebEx and Microsoft Teams preferred.
- Windows 10 manage devices and utilize all items and configurations in control panel.
- Support WAP's, Wireless Routers Highly Savvy with networking devices, Spyware / adware removal tools / antivirus programs Comfortable with all facets of PC, laptop hardware, setup, and maintenance; including installation and configuration of hard drives, NIC's, printers, and other PC accessories.
- Allot of Experience with a Mac computer I have supported several business protocols as well within an enterprise environment.
- Supported Microsoft Azure Ad, Microsoft Exchange Admin Center within a business environment.
- Supported Active Directory Support for IOS devices and Android devices, and their operating systems.
- I also supported exchange email setup on both Android and Apple devices as well and pushed down applications to both devices through AirWatch.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Helped streamline repair processes and update procedures for support action consistency.
Help Desk Analyst
Sullivan and Cogliano
02.2017 - 03.2017
- Contractor-Bard Access Medical Systems - 605 north 5600 west.
- Imaging Lenovo laptops with windows 7 professional, trouble shooting Zebra printers.
- Setting up AVAY VoIP phone equipment, service now ticketing system and supporting Cisco Phones.
- Video Conferencing equipment support and Linux as well.
- Installing Microsoft office 2010 and 2007.
- Experience with SharePoint and Citrix.
- Assigning internal clients to groups in Active directory and resetting passwords.
- Experience with IOS with Ipad's and some Macintosh experience, IOS experience with iphones as well, and experience with android devices and tablets.
- Active directory experience and Citrix experience.
- Service now ticketing system experience, 24-48 SLA turnaround time for fixing computers and laptops.
Service Desk Analyst
Codale Electric Supply
West Valley City, Salt Lake City, UT
11.2016 - 01.2017
- VMware project specialist on a Windows 2008r2 server.
- Eclipse system setup for new and existing employees.
- Utilized DNS to transfer files for existing employees.
- Setup windows 10 business Lenovo computers.
- Active Directory Support Experience, and Cisco Unity VOIP system experience gained.
- Back tape support with windows 2008 R2 servers.
- Lenovo PC and Laptop support with imaging computers, and Bonded T1 knowledge acquired.
Education
Bachelor of Science - Business Administration accounting and finance
Stevens Henager College Pima Community College
Murray, UT 11.2002 - 02.2004
CERTIFICATION A - Computer And Information Sciences
Pima Community College
Tucson, AZ 11.2008 - 05.2009
Skills ITT TECH AC&DC MOTORS on Vehicles. - Electronics Equipment Installation And Repair
ITT TECHNICAL INSTITUTE-MURRAY UTAH
Murray, UT 09.1998 - 06.2000
Skills
Search Engine Optimization
Regulatory compliance
Network component installations
Inventory management
Technical Analysis
Security best practices
PC refurbishment
PC decommission management
Operating system testing
Programming
Desktop and laptop installations
Virus and malware prevention
Technical Writing
Computer imaging
Technical Support
Help desk support
Hardware and software installation
Peripheral repair
Network administration
Computer hardware troubleshooting
Software diagnosis
Technical issues analysis
Critical thinking
Interpersonal Communication
Application support
Desktop support
TCP/IP
Mac systems
Technical documents comprehension
MS Office
Customer Service
Analytical skills
Microsoft Exchange
Microsoft Azure
Active Directory
Printer Support
Office 365 Support
Operating system support
Citrix Support
OKTA Support
Additional Information
- Awards , April 2007 employee of the Month January 2007 Employee of the Month Top Technical support Repo Certifications and Licenses- A+ CompTIA– COMP001008513475
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Employee of the month awards
- Employee of the Year Award
Software
Macintosh operation systems
Android and Apple IOS
Microsoft Office 365
Microsoft Azure
Microsoft Exchange
Certification
A+ Certification
Timeline
A+ Certification
05-2033
It Service Desk Analyst
Oldcastle Materials
03.2017 - 05.2021
Help Desk Analyst
Sullivan and Cogliano
02.2017 - 03.2017
Service Desk Analyst
Codale Electric Supply
11.2016 - 01.2017
CERTIFICATION A - Computer And Information Sciences
Pima Community College
11.2008 - 05.2009
Bachelor of Science - Business Administration accounting and finance
Stevens Henager College Pima Community College
11.2002 - 02.2004
Skills ITT TECH AC&DC MOTORS on Vehicles. - Electronics Equipment Installation And Repair
ITT TECHNICAL INSTITUTE-MURRAY UTAH
09.1998 - 06.2000