Summary
Overview
Work History
Education
Skills
Timeline
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Bret Palmer

Windsor,CA

Summary

Innovative Help Desk Analyst with 11+ years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to 300+ workstations. Personable communicator while assisting with technical issues and training. Competent Help Desk Analyst with expertise in prioritizing multiple tasks while providing quality technical assistance. Well-rounded system administrator with an interest in consistently learning new skills. Willing to travel to resolve technical support issues off-site.

Overview

18
18
years of professional experience

Work History

Help Desk Analyst II

The Duckhorn Portfolio
Santa Rosa, CA
02.2018 - Current
    • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
    • Documented transactions and support interactions in system for future reference and addition to knowledge base.
    • Identified and solved technical issues using variety of diagnostic tools and tactics.
    • Trained and supported end-users with software, hardware and network standards and use processes.
    • Logged support tickets and closed when issues were resolved.
    • Used ticketing systems to manage and process support actions and requests.
    • Resolved technical issues by troubleshooting.
    • Installed, modified and repaired software and hardware to resolve technical issues.
    • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
    • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Senior Help Desk Analyst

Trinchero Family Estates
St. Helena, CA
03.2010 - 02.2018
    • Documented transactions and support interactions in system for future reference and addition to knowledge base.
    • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
    • Maximized use of hardware and software by training users and interpreting instructions.
    • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
    • Trained and supported end-users with software, hardware and network standards and use processes.
    • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
    • Installed, modified and repaired software and hardware to resolve technical issues.
    • Logged support tickets and closed when issues were resolved.
    • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
    • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
    • Resolved technical issues by troubleshooting.

ACH Operations Analyst

Westamerica Bank
Suisun City, CA
02.2009 - 02.2010
  • Collected, arranged and input information into database system.
  • Analyzed and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
  • Assisted with bank call center

Data Processing Utility

Sonoma National Bank
Santa Rosa, CA
02.2003 - 03.2008
  • Responsible for learning and covering all positions in Data Processing
  • Daily Unisys mainframe operations and file maintenance, AS400
  • Batch Processing of all items received by the bank on a daily basis

Education

Diploma - Network Specialist

Empire College
Santa Rosa, CA
01.2009

No Degree - Various

Santa Rosa Jr. College
Santa Rosa, CA

No Degree - Information Technology

Heald Business College
Santa Rosa

Skills

    • A Certification
    • Device Installation
    • Customer Needs Assessment
    • Hardware and Software Configuration
    • Creative Issue Resolution
    • Friendly and Patient
      • Employee Computer Support
      • Voice and Data Service Migration
      • Active Listening
      • Highly Professional
      • Problem Solving
      • Computer System Diagnostics Software

Timeline

Help Desk Analyst II

The Duckhorn Portfolio
02.2018 - Current

Senior Help Desk Analyst

Trinchero Family Estates
03.2010 - 02.2018

ACH Operations Analyst

Westamerica Bank
02.2009 - 02.2010

Data Processing Utility

Sonoma National Bank
02.2003 - 03.2008

Diploma - Network Specialist

Empire College

No Degree - Various

Santa Rosa Jr. College

No Degree - Information Technology

Heald Business College

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