Justin

Smith

SUMMARY
I am an experienced helpdesk technician as well as an experienced helpdesk
manager. I am Looking for any entry level position in helpdesk management or
as a helpdesk technician. I have experience with all current software used in
enterprise environments including: Linux, Windows (XP - 10), and Mac OSX.

8248 S. 1890 W.
West Jordan, UT 84088
801-300-1140

EXPERIENCE

jpsmith@gmail.com
smithjp.weeblycom

Technology Analyst (Manager of Federation Helpdesk), Goldman

Sachs
Salt Lake City, Utah 08/2014-Present
As the manager of the federation helpdesk I am responsible for 7 analysts. I am
required to maintain our abandon rate as well as provide productivity reports
about my agents. I work roughly 50-70 hours a week and I am still required to
answer calls when the desk is experiencing high call volume.

Accomplishments
Saved $300,000 annually in courier fees by setting up check scanners to work
within the environment.
Successfully trained 6 analysts that moved on to new teams.
Built and implemented Java troubleshooting training.
Helped organize 4 different projects as a part of the New Product Deployment
team.
Supported over 6,000 applications for the federation helpdesk.

Technology Analyst, Parallel HR Solutions (contract with Goldman

Sachs)
Salt Lake City, Utah 02/2013-08/4014
As a Helpdesk Analyst I receiver roughly 50 calls a day on different and difficult
issues. I am required to diagnose and repair any issues that I receive, or
provide the correct escalation groups to resolve the issue in question. While
working in this position I have developed many great customer service and
troubleshooting skills. I currently hold roles in multiple teams and assist in
leading the Federation Helpdesk. I am also a direct escalation contact
For sensitive issues across the helpdesk as I am extremely proficient and
polite.

Accomplishments
Recognized for having 0 dis-satisfaction surveys for 4 months
Converted to full time employee with Goldman Sachs faster than any
Technology Analyst.

EDUCATION
Salt Lake Community College
BS - Computer Science 01/2011 - 06/2016
Currently taking classes at SLCC and plan to complete degree at the University
of Utah.

SKILLS

Troubleshooting and resolving issues with client software in an enterprise

environment.
Project management
Personnel management
Experience troubleshooting and using all MS Office software up to 2013
Experience troubleshooting and using Adobe creative suite (including
Photoshop and InDesign.)
Experience troubleshooting Adobe reader and acrobat pro.
Advanced understanding of PowerShell
Advanced understanding of active directory
Basic understanding of Mac OSX

REFERENCES
SGT Alexander Mota (Marine Corps NOC Supervisor) 917-343-1991
Bryce Gates (Goldman Sachs Federation Manager) 801-884-2204
Heather Conlan-Katz (Goldman Sachs CRS Manager) 801-512-7653