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Network Support Technician Resume

SUMMARY

  • Project oriented; ability to manage schedules, resolve critical issues, and deliver results.
  • Seasoned analytical Information Technology Professional with a 20 year track record of success.
  • Proficient in the installation and configuration of client desktop hardware, peripherals, and software applications across multiple operating environments and vendors.
  • Experience includes personnel management, training and project management.
  • Excellent communicator and team player. Works well under pressure and effectively interacts at all levels.

TECHNICAL SKILLS

Operating Systems: Microsoft Windows Platforms - Win 7, Vista, 2007, 200x, NT, XP, 98, 95, DOS, Unix, Catia V5

Computer Hardware: Desktops, Laptops, Workstations, Tanbergs, Polycom, Printers, Wireless Infrastructure to include multiple vendor products (Dell, MAC, Toshiba and HP, Compaq )

Network Infrastructure: LAN/WAN - TCP/IP, IPX/SPX, DNS, FTP, DHCP, WINS, VPN, RAS, 802.11x, ISDN, Solaris, Sun, Cisco, Juniper, CSU/DSU, VOIP, Active Directory, Network Server Operations, Network Security and IDS prevention

Software Applications: Microsoft Office 2003, 2007, 2010, Outlook/Exchange, Prizm, Dameware, Batch jobs, Patch up grades, Lotus Notes, Biztalk, Remedy, HEAT,Internet Explorer, Visio; Netscape; Mainframe Applications and Emulators, SAP R3,Catia, Baan ERP, DMU, Smarteam, and more.

PROFESSIONAL EXPERIENCE

Confidential

Network Support Technician

Responsibilities:

  • Installed, diagnosed and resolved hardware, software, or other network and system problems, and replaced defective components when necessary.
  • Configured, monitored and maintained exchange applications and virus protection software.
  • Operated active directory to manage and maintain system users, including activating and deactivating accounts as well as password resets.
  • Resolved all network issues onsite in Frederick and Gaithersburg facilities.
  • Handled all incoming Helpdesk calls internationally and nationally for company
  • Ticket resolution using Remedy ticketing system.
  • Procured and managed all company cellphones, PDA’s and Blackberries and IPADS.

Confidential

Helpdesk/Desktop Support - Team Lead

Responsibilities:

  • Administered computer networks and related computing environments including hardware, system software, applications software, and all configurations.
  • Resolved all hardware and software system problesm and replaced defective parts for Laptops and desktops.
  • Procured and managed all company cellphones, PDA’s and Blackberries.
  • Remote Access 3rd Level support. Resolved connectivity issues nationally and internationally.
  • Desktop Software Support 3rd level escalation supervisor for Help desk analysts.
  • Network Security and Detection escalation to prevent intrusion on network servers

Confidential

Desktop/Network Support

Responsibilities:

  • Administered computer networks and related computing environments including hardware, system software, applications software, and all configurations.
  • Updated all servers with latest Firewall and Anti-virus software.
  • Installed, diagnosed and resolved hardware, software, or other network and system problems, and replaced defective components when necessary, using the Remedy Ticketing system.
  • Managed all company cellphones, PDA’s and Blackberries and IPads
  • Remote Access 3rd Level support. Resolved connectivity issues nationally and internationally.
  • Desktop Software Support 3rd level escalation support

Confidential, Wichita, Kansas

Senior PC/Network Technician

Responsibilities:

  • Sole manager for IT resources in support of 225 employees and 200 pieces of hardware.
  • Administered computer networks and related computing environments including hardware, system software, applications software, and all configurations.
  • Network Security including IDS protection and monitoring.
  • Penetration prevention and intrusion detection.
  • Updated all servers with latest Firewall and Anti-virus software.
  • Performed data backups, including loading tapes and coordinating the offsite storage.

Confidential, Wichita, Kansas

Computing End User Support, Shift Manager

Responsibilities:

  • Shift Manager for 20 Help desk analysts in Renton, St. Louis, Seal Beach, and Wichita, Kansas.
  • Maintained Wireless network for Renton, Washington Plant.
  • Remote Access 3rd Level support. Resolved connectivity issues nationally and internationally.
  • Desktop Software Support 3rd level escalation supervisor for Help desk analysts.
  • Network Security and Detection escalation to prevent intrusion on network servers.
  • Network Server Operations support. Resolved all network issues and major outages within Boeing.
  • Implemented methodologies to improve technical efficiency and reduce defect rates leading to significant increases in support productivity.
  • Conducted process training using Information Technology Infrastructure Library (ITIL) procedures.
  • Lead trainer for new Help desk analysts in Wichita, Kansas and St. Louis Missouri.
  • Managed companywide projects to include wireless networking and JITT Toner program.

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