Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kurt Hanson

Summary

US Navy veteran and Innovative Help Desk Analyst with 15 years' experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to 100+ workstations. Personable communicator while assisting with technical issues and training.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Sr. Help Desk Analyst

AGC Biologics
11.2022 - Current
  • Installed and updated hardware, software and applications on Windows 7, 10, and 11 PC devices.
  • Troubleshoot issues with GMP systems and applications
  • Logged support tickets and closed when issues were resolved.
  • Setup iPhone and Android devices for employees
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.


Desktop Support

Seattle Genetics
11.2021 - 11.2022
  • Image and configure laptops for users. Wipe, image and deploy laptop loaners.
  • Asset Management for Tier 2 department. RMA Lenovo and Microsoft laptops when necessary.
  • Troubleshooting computer issues elevated to Tier 2.
  • Proficient in using Service Now, Active Directory and MS Office.

IT Support Specialist

IEH Laboratories & Consulting Group
11.2020 - 11.2021
  • Troubleshoot desktop and laptop hardware and software issues.
  • Setup new email addresses and reset email passwords for users. Installed IEH software, monitors, printers, printer software and drivers.
  • Ran network cables thru walls and ceiling when setting up new locations.
  • Configured and setup Synology file servers for users at different locations.
  • Troubleshoot and setup iPhones, iPad and Android devices.
  • Installed Zoom and Webex on devices as well as helped user connect to meetings.

Desktop Support

Boeing
05.2018 - 04.2020
  • Install and support hardware and software on Dell laptops/desktops for Boeing employees and perform software and hardware upgrades.
  • Image and deployed Windows with customized software installations.
  • Setup Android and IOS mobile devices and create user tickets and escalate when needed.

Dispatcher II

Wave Broadband
11.2017 - 05.2018
  • Assisted Wave field technicians in resolving problems with installs and trouble calls.
  • Made changes to customer accounts and scheduled trouble calls, installs and special requests.
  • Used Wave's internal database to escalate and resolve tickets submitted by field technicians.

Education

Associate of Applied Science - Computer Information Systems

Shoreline Community College
Shoreline, WA

Skills

  • Service Desk Management
  • Ticketing System Proficiency
  • Software Support
  • Hardware Support
  • ITIL Knowledge
  • Asset Management
  • Wireless Networking
  • Remote Desktop Support
  • Desktop Support
  • Customer Support
  • Proficient in Mac and PC Systems
  • Laptop Servicing

Certification

  • Certificate of Proficiency in PC Tech Support and Networking - Shoreline Community College
  • Internship: Information Technology Technician - Blacksheep Technology

Timeline

Sr. Help Desk Analyst

AGC Biologics
11.2022 - Current

Desktop Support

Seattle Genetics
11.2021 - 11.2022

IT Support Specialist

IEH Laboratories & Consulting Group
11.2020 - 11.2021

Desktop Support

Boeing
05.2018 - 04.2020

Dispatcher II

Wave Broadband
11.2017 - 05.2018

Associate of Applied Science - Computer Information Systems

Shoreline Community College

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Kurt Hanson