SUMMARY

• I have over thirteen (20) years of Professional IT Experience as a Helpdesk Support Specialist; experience includes exposure in large - scale enterprise helpdesk environment, including desktop support internal customers, Resolving service tickets or escalating to other support entities, responsible for data and settings migration from old computers to new computers, Moves Adds And Changes, Troubleshooting service requests at location and/or remote access.
• Deane has excellent skills of Service Management processes (Incident, Problem, Service Level, Service Catalogue), experience with Desktop Support in a Windows XP and Windows 7 environment.
• Proficient with installation and troubleshooting of PC hardware, PC laptops, Windows XP, Windows 7, Microsoft Office 2007/2010, and Blackberry.
• Deane has excellent Oral and written communication skills, he is Customer Service Orientated and has Excellent Work Ethic including Problem Analysis/Solving/Adaptability skills and the ability to Planning, organizing and attention to detail.
• Deane has skills and knowledge in call tracking applications, fundamental operations of relevant software, hardware and other equipment.
• Deane holds a Bachelor's Degree in Computer Science, a MicroSoft Certified Systems Engineer (MCSE), and a MicroSoft Certified Professional (MCP).

TECHNICAL SKILLS

Operating systems: Windows Server 2003, Windows XP, Windows 7, Windows 8 Vista, and Active Directory, Novell Zenworks 10.2 Windows 2000 Advance Server, Office 2003 & 2007, SharePoint, Postini Mail filter, Exchange Server 2003 5.5 Back office Tools SMS 1.2, 2.0, SNA 2.11, IIS 1.0, 3.0, Proxy Server 1.0, LAN Manager, Server Manager, Users Manager . Office Suites Remedy 7.0.0 Ticket log, SharePoint documentation management platform system Exchange Server 4.0/5.0,5.5, Microsoft Mail/Schedule Plus, Arcadia Backup Exec 6.0/6.1, OS/2, Lotus Notes 3.3/4.1/4.5,8.5 McAfee Antivirus FTP, Symantec Antivirus, Ghost 5.2, 8.0,0 Cisco VPN Network, Lotus Notes R5, Lotus Notes 6.5, Web Base Lotus Notes support. Extensive knowledge of DELL Latitude laptops and Optiplex’s desktops HP printers and Laptops. MAC OS Leopard MAC BOOK PRO and Desktops. Bomgard remote tool and Track IT system tracking system. Dell Training Notebook Systems Certification, Dell Training Desktop Systems Certification

PROFESSIONAL EXPERIENCE

Confidential

Tier III Network support Engineer

Configured new DELL desktop and DELL laptops with McGraw Hill image. Provided and configured and installed MS OUTLOOK 2010 Troubleshoot printers, scanners and fax machines. Answered various questions and troubleshoot problems within the Microsoft Office suite (2010). Provide Help Desk; phone support. Used the remote control tool (LOGMEIN) to access client machines and resolve problems. Logged tickets thru Remedy ticketing system. Also Provide support for MAC Laptops configure and troubleshoot problems. Also provided remote support to 5 other sites. Atlanta, Ohio, Pittsburgh, New York, California

Environment: Microsoft Office Suite 2010 & 2013,Adobe Professional, Windows 7 systems. Remedy. Exchange server 2010, MAC OS Lion & Maverick, Other MAC applications

Confidential

Tech USA Contractor Tier V Support

Responsible for performing desktop support work, and phone support for confidential throughout the United States. As Tier Support V, I completed task utilizing in SharePoint. I also provided phone support and logged ticket from user needing to have service done on their computer. Responsible for remotely connecting to their machine using Dame ware remote tool. There are 22 Remote sites that I handled calls coming into the OCWC Helpdesk and my main support was Washington, D.C. base in which their where 2,000 on-site user I provided support for every day. Also create and maintain account in Active Directory and created group and gave permission to group thru Active Directory.

Confidential, Washington, D.C.

System Support Analyst

As System Support Analyst I provided Server/LAN/WAN Optimization, Business Systems & Application Support, Infrastructure Design, Deployment and Security, Business Continuity & Systems Documentation, Technical/End User Support. Administer a mixed physical and virtual server environment running Microsoft Server 2000 & 2003, Mac OS X, and VM Ware ESX. Provided Microsoft Server Applications Support Services. Monitor and secure a LAN/WAN infrastructure from external and internal threats. Adhere to industry best practices and compliance standards.

Environment: Microsoft Office Suite 2010, Adobe Professional (Mac & PC) MAC Office Suite 2011, Mac OS Lion, windows 7 Track it logging system. Black Berry server. Exchange server 2010.

Environment: al Protection Agency, Ft. Meade, Md. 3/2010 to 9/2010

Site Lead System Analyst

Responsible for entire site performing desktop support work, and phone support for EPA throughout the United States. As LSD (LOCAL SERVICE DESK) support person, I completed task utilizing in BMC Remedy User Version 7.0.01. I also provided phone support and logged ticket from user needing to have service done on their computer. Responsible for remotely connecting to their machine using BOMGARD remote tool, I then pass the request to the appropriate Local Service Desk team. There are 22 sites that handle calls coming into the CTS Service, and my main support was at Ft. Meade army base in which their where 50 on-site user I provided support for every day.

Environment: Microsoft Office Suite 2010, Adobe Professional, Windows 7 and XP operating systems. Remedy and Bomgard remote tools

Confidential

Network Migration Engineer

Travel state to state configuring desktop and laptop for migration to a new domain. I was responsible for working with the point of contact in each state and setting a schedule so that the workstations were prepared for the remote migration. Also provided post migration support for 24hrs after the completion of the migration.

Environment: Microsoft Office Suite 2010, Adobe Professional, Windows 7 and XP operating systems. Remedy. Exchange server 2003

Confidential

Computer Support Coordinator

Responsible for assigning and working request for 200 end users; supporting them with general Helpdesk request. Sole person tracking the request entered into SharePoint. Responsible for addressing these request in detail, involved in installing new software and setting up DELL hardware laptops and desktops, setting up HP & Xerox printer, reimaging machine, setting up new user account using Active Directory, and configuring PDA’s. Windows Vista and Windows XP & Office 2007 Remote assistance.

Environment: Microsoft Office Suite 2010, Adobe Professional, Windows 7 and XP operating systems. Remedy. Exchange server 2003

Confidential, Washington, DC

LAN/WAN Support Specialist

Support 1,500 end-users to The Office of The Secretary and The National Business Center within confidential. Provided confidential support and palm support for confidential. Utilized Heat 8.3.6 tracking database for generating requests for customers. Provided support and instructions on all approved software COTS and proprietary applications. Responsible for Lotus Notes 6.5 for MAC’s and DELL PC’s set ups and of new and removal of surpluses equipment (E.g. DELL and Gateway & MAC’s desktop computers, printers, monitors, ergonomic keyboards and mouse etc.). Provided all data back up’s and transfers on desktop computers for imaging using Norton Symantec Ghost 8.0 software. Advised and recommending to customers equipment as needed to create a more efficient and effective work environment. Used Help Desk/Desktop knowledge and experience to assist in the creation of standard operating procedures and service level guidelines.

Environment: Microsoft Office Suite 2007, Adobe Professional (Mac & PC) MAC Office Suite 2003, Mac OS, windows XP Remedy it logging system.

Confidential

IT Support Tier 2

Configured new DELL desktop and DELL laptops with the GHOST. Provided and configured and installed MS OUTLOOK 2003. Troubleshoot printers, scanners and fax machines. Answered various questions and troubleshoot problems within the Microsoft Office suite (2000 & 2003). Provide Help Desk; phone support. Used the remote control tool (LANDESK) to access client machines and resolve problems. Logged tickets thru Remedy ticketing system.

Environment: Microsoft Office Suite 2007, Adobe Professional, Windows XP operating systems. Remedy. Exchange server 2003

Confidential, Washington, D.C.

IT Support Tier 2

As member of the confidential IT support team I assisted with the migration of XP and new DELL laptops and DELL desktop. Also assisted clients with the configuration of Lotus Notes 6.Answered various questions and troubleshoot problems within the Microsoft Office suite (2000 & 2003). When needed, I would also report to the Global Support Center to take calls and provide 100% phone support for clients who called the Help Desk. Used a remote control tool to fix problems; logged the tickets thru Remedy ticket logging system.

Environment: Microsoft Office Suite 2007, Adobe Professional, Windows XP operating systems. Remedy. Exchange server 2003

Confidential, Washington, D.C.

Senior Network Engineer

As a member of confidential Fix Team; Troubleshoot and maintain workstations and servers for Windows 2000 Servers & Windows 2000 workstation. Assisted and organized rollout of 400 Dell computers for U.S. Confidential users. Maintained Microsoft Exchange Mail 5.5 & SMS 2.0 Servers and supported user thru SMS remote control tool.

Environment: Microsoft Office Suite 2007, Adobe Professional, Windows XP operating systems. Remedy. Exchange server 2003