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Business Assistance Resume Profile

Rocky Hill, CT


Dedicated IT professional delivering supervisory and technical support in a fast moving IT help desk environment. Work cooperatively with business departments to understand and deliver solutions in support of business requirements. Provide training and coaching for staff. Actively pursue process improvement opportunities, including documentation of process and procedures. Enthusiastically share lessons learned with peers and clients as appropriate. Present easy to understand technical information to technical and non-technical employees at all levels within the organization.


  • Microsoft Windows OS 2003, 2008 R2, 98, 2000, XP and 7
  • Microsoft Office applications 2003 2010 Word, Excel, PowerPoint, Outlook, Visio, Internet Explorer
  • Active Directory A/D
  • Exchange 2007 administration/Blackberry support
  • Citrix 4.5 administrative support
  • HP Thin Client support
  • Netgear, Linksys router configuration
  • Ethernet and wireless networks using TCP/IP, DNS, DHCP, Tracert, Ipconfig
  • Support PC imaging, deployment and hardware troubleshooting
  • Assist LAN/WAN, VPN troubleshooting
  • Encryption HDD wireless WPA2


  • Focused customer service skills
  • Strong interpersonal communication skills
  • Supervisory experience
  • Process Improvement
  • Best Practices/Sense of urgency
  • Identify and document process and SLA's
  • Exceptional IT troubleshooting and research
  • Client technology training



Business Assistance

  • Selected, configured and installed Point of Sale POS PC based cash register system
  • Ordered, installed and configured DSL Ethernet and wireless network employing WPA encryption
  • Assisted in developing and implementing inventory tracking system


Short-term Consulting position

  • PC, Laptop and HP Thin Client support, Hardware/Software support,Built O/S images using Ghost 11.5
  • Canon print server administration, Configured and supported print server application for Follow Me printing
  • Citrix, network administration, Server load status monitoring and reporting Win2K3, Win2K8
  • Exchange/Outlook 2007 administration, Performed email troubleshooting
  • Created and disabled user accounts
  • Network Support, Assisted in network updates and rewired servers
  • Web portal help desk, Provided technical support via phone for remote users


Technical Analyst III

  • Delivered hands-on executive staff support to 14 DMV offices, 16 AAA offices across the state
  • Provided level 2 support assisting help desk staff with exceptional incidents
  • Exchange/Outlook 2003/Blackberry support
  • Supervised technical support team, including planning, scheduling staff assignments and training
  • Acted as liaison between various business units and Information Systems Technology Group
  • Served as Project Lead for implementation and upgrade of Trackit Helpdesk/Workflow/Audit software
  • Planned, coordinated, and migrated agency email system from Lotus Notes 5.08 to Outlook 2002/2003
  • Interfaced with vendor to establish OLA's and SLA's for service delivery expectations and documentation


Technical Analyst II

  • Developed transition plans to migrate to new Novell networks configured servers RAID5 Array
  • Provided hands on desktop support Win 98, W2K, and Win XP printing and LAN
  • Imaged PC's and Laptops using Ghost and Sysprep
  • Created configuration standard for state-wide agency PC purchase
  • Tracked workflow activity and documented for process improvement using Visio 2002

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