Jean Isme
Boston,MA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Specialist
Mattapan Community Health Center
12.2021 - Current
- Installed, configured and maintained computer systems and network connections.
- Installed new desktop systems and migrated data to new machines.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of cell phones, laptops and peripheral equipment.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Desktop Support Technician
Dana Farber Cancer Institute, KForce
06.2021 - 10.2021
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices an policies.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
Help Desk Specialist
Boston Children’s Hospital
08.2016 - 07.2020
- Responded to inquiries by phone, email and walk-up requests.
- Answer phone calls and log incidents resolving 10-15 tickets a day via Jira ticketing system
- Complete administrative tasks via Active Directory, File & Print and Backup and Server Management
- Walked user through series of steps to determine problem and implement likely solution.
- Troubleshoot and resolve Level 1 incidents and service requests including computer and printer migrations and troubleshot hardware, software and network issues.
- Program phones via Cisco IP Communicator and Cisco Jabber, activating over 100 phone jacks
- Disconnect and reconnect over 200 PCs and printers to ensure proper installation of software and other programs
Education
Information Technology Certification - Helpdesk/Desktop Support
Year Up
Boston01.2017
Skills
- Microsoft Certification
- Software: Cisco IP, Cisco Jabber, Active Directory, Zoom, Server Management
- Service Ticket Tracking
- Data Connectivity
- Printers and Peripherals
- System Performance Assessments
- Troubleshooting Network Issues
- Hardware Evaluation
- File Management Software
- Collaborative Team Player
- Customer Education
Certification
- Certified LOSS Prevention, Year Up - 2017
Timeline
Help Desk Specialist
Mattapan Community Health Center
12.2021 - Current
Desktop Support Technician
Dana Farber Cancer Institute, KForce
06.2021 - 10.2021
Help Desk Specialist
Boston Children’s Hospital
08.2016 - 07.2020
Information Technology Certification - Helpdesk/Desktop Support
Year Up
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