Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Andre Napper

Andre Napper

Help Desk Technician Administrator
Willingboro

Summary

Detail-oriented IT Help Desk Specialist with 12+ years of experience providing Tier 1 technical support in fast-paced environments. Highly skilled in troubleshooting hardware, software, and networking issues for efficient problem resolution. Proficient in managing ticketing systems such as ServiceNow and Zendesk, prioritizing and resolving user issues effectively. Experienced in user account management, remote desktop support, and maintaining compliance with cybersecurity policies. Demonstrated ability to document technical solutions and improve ticket resolution efficiency. Possesses comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Known for exceptional customer service, reliability, and punctuality.

Overview

21
21
years of professional experience
2
2
years of post-secondary education
2
2
Certifications

Work History

Help Desk Technician Administrator

A. Pomerantz & Co.
05.2015 - 01.2025
  • Monitored the ticketing system to address and resolve user-reported issues promptly
  • Performed in-office tasks such as replacing hardware components (e.g., hard drives, RAM, monitors), configuring and repairing printers, and assisting with other hardware-related issues
  • Managed user account tasks in Active Directory, including adding/removing users, assigning group policies with supervisor approval, and resetting passwords
  • Created and managed emails within the O365 admin portal, including shared, distribution, and archived accounts
  • Conducted image backups on machines using Acronis software
  • Ran antivirus and malware scans using tools like ESET Scanner and Malwarebytes to ensure system security
  • Collaborated with a Managed Service Provider (MSP) to support technical operations
  • After the pandemic, worked remotely to perform daily tasks and met users at one of two office locations as needed to resolve hardware-related issues

Geek Squad Consultant Agent

Best Buy
08.2014 - 05.2015
  • Delivered in-store technical support for customers, diagnosing and repairing devices
  • Recommended and upsold hardware and software solutions, increasing sales by 15%
  • Provided excellent customer service, achieving high satisfaction rates

Work Study – IT Support

Kaplan Career Institute
05.2013 - 11.2014
  • Supported faculty and students by troubleshooting and repairing school computers
  • Reinstalled and upgraded operating systems to maintain optimal functionality
  • Assisted with network maintenance and device installations

Receiver

Home Depot
05.2004 - 11.2012
  • Ensured efficient inventory management by verifying and organizing incoming shipments
  • Maintained a clean and organized receiving area, supporting store operations

Education

Associate's Degree - Computer Network Technology

Kaplan Career Institute
Philadelphia, PA
05.2013 - 11.2014

Skills

  • Help Desk Support & Troubleshooting
  • Remote Desktop Assistance
  • Hardware & Software Configuration
  • User Account Management (Active Directory)
  • Networking: TCP/IP, Routing, and Switching
  • Operating Systems: Windows 7/8/10/11, macOS, Linux, iOS, Android OS
  • Cybersecurity & Compliance
  • Technical Documentation & Reporting
  • Ticketing Systems (eg, ServiceNow, Zendesk)
  • Image Software Backup & Restore (Acronis)

Certification

A+ 801

Timeline

Help Desk Technician Administrator

A. Pomerantz & Co.
05.2015 - 01.2025

Geek Squad Consultant Agent

Best Buy
08.2014 - 05.2015

Work Study – IT Support

Kaplan Career Institute
05.2013 - 11.2014

Associate's Degree - Computer Network Technology

Kaplan Career Institute
05.2013 - 11.2014

Receiver

Home Depot
05.2004 - 11.2012

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Andre NapperHelp Desk Technician Administrator