SUMMARY:

• 30 years’ experience in computer systems support, including analyzing, designing, installing, maintaining, and repairing hardware, software, peripherals, and networks.
• Superior troubleshooting and technical support abilities with Microsoft Windows systems and network connectivity. (LAN, WiFi, VPN)
• Develop exceptional relationships with co - workers, management and end users.
• Excellent communication and problem solving skills.

TECHNICAL SKILLS:

• Hardware: Dell, HP laptops and desktops, variety of peripherals
• Software: Microsoft Office 2010, Microsoft Outlook, Microsoft Project, Microsoft Visio, Adobe Professional, Microsoft PowerShell, Symantec Endpoint Encryption, Symantec Endpoint Protection, Active Directory
• Operating Systems: Microsoft Windows 10 Professional, Microsoft Windows 7 Enterprise
• Networking: Wireless Networking (802.11a, 802.11b, 802.11n), LAN, VPN

PROFESSIONAL EXPERIENCE:

Project/Helpdesk Manager

Confidential, Frederick MD

• Tier II Support for both local and remote users
• Troubleshooting of Windows 7 and Office products
• Troubleshooting of VPN Connectivity
• Image and install both laptops and desktops
• Perform routine hardware repairs
• Determine if support falls within the confines of the contract
• Timesheet review and approval
• Time off scheduling and approval
• Weekly and monthly report generation

Desktop Support Specialist

Confidential, Chambersburg PA

• Initial troubleshooting of remote office LAN/WLAN connectivity problems
• Install network hardware at remote locations
• Perform routine hardware repairs and installations of network equipment
• Primary support for Microsoft Office, Windows 7, and various hospital-wide applications
• Document all operational abnormalities and resolve problems
• Function as part of a ‘desktop support’ team that supports users questions and problems
• Document systems configurations and operational procedures
• Develop formal policies and written procedures for access to systems
• Configure and install various desktop devices (PC’s, printers, thin clients, terminals, etc)
• Project lead for setup and deployment of thin client wireless technologies
• Group member for design and implementation of help desk and problem tracking software

2 nd -3 rd Shift Desktop Support Manager

Confidential, Chambersburg, PA

• Function as staff manager for 2nd and 3rd shift Desktop Support Staff
• Manage scheduling of staff
• Manage project work load for staff members
• Work as project lead on various projects that require 2nd and/or 3rd shift staff
• Requisition and purchase equipment for projects
• Document project status
• Document daily statistics on Helpdesk calls
• Function as secondary support
• Deal with end user community for scheduling projects, ongoing issues and other items
• Fill in as Desktop Support as needed

Desktop Support Specialist

Confidential, Chambersburg PA

• Initial troubleshooting of remote office LAN/WLAN connectivity problems
• Install network hardware at remote locations
• Perform routine hardware repairs and installations of network equipment
• Primary support for Microsoft Office, Windows XP, and various hospital-wide applications
• Document all operational abnormalities and resolve problems
• Function as part of a ‘desktop support’ team that supports users questions and problems
• Document systems configurations and operational procedures
• Develop formal policies and written procedures for access to systems
• Configure and install various desktop devices (PC’s, printers, thin clients, terminals, etc)
• Project lead for setup and deployment of thin client wireless technologies
• Group member for design and implementation of help desk and problem tracking software
• Group member for implementation of Y2K patches

Systems Support Analyst

Confidential, Harrisburg PA

• Installation, support, maintenance, and upgrade of 4 Novell Netware 3.12, 4.0, and 3 Microsoft NT 4.0 servers on a 50 node Ethernet LAN
• Installation, support and maintenance of a Novell SNA gateway
• Installation, support and maintenance of a Novell, SAA gateway
• Installation, support and maintenance of a SCO Open Desktop workstation
• Installation of network cabling system
• Work with user groups in identifying communication systems and network malfunctions, coordination, scheduling and/or conducting repairs of faulty equipment, and maintaining historical records of configurations, installations, and system failures
• Perform routine hardware repairs and installations of network equipment
• Participate in the preparation of technical specifications for the purchase and installation of new data systems and related peripherals
• Assist in budgeting, and defining hardware and software requirements
• Monitor and perform daily archives of network storage
• Primary support for Microsoft Office, Windows 3.1, 95, and NT Workstation
• Document all operational abnormalities and resolve problems
• Function as support for users questions and problems
• Document systems configurations and operational procedures
• Develop formal policies and written procedures for access to systems
• Co-chair - Information Systems Task Force, charged with building a blueprint for new agency-wide system designed to meet the needs of it’s customers
• Member - Customer Reports Task Group, charged with determining the feasibility and content of useful reports
• Member - Security Work Group, develop recommendations for increasing the over-all security of the agency’s physical and electronic systems
• System design and co-wrote RFP for a data-warehousing solution

Administrative Assistant

Confidential, Harrisburg PA

• Installation, support, and maintenance of 2 IBM PCLAN Servers with 20 users on Token Ring LAN
• Installation, support, and maintenance of 5 Novell Netware 3.11 servers with 100 users on Token Ring LAN
• Ensure viable backups and archives of approximately 10 GB of network storage
• Installation, support, and maintenance of Micom data switch for remote communications
• Installation of network cabling system
• Design of initial installation standards
• Installation and support of over 200 PC’s
• Troubleshooting and repairing of computer equipment
• Support of WordPerfect, Quattro Pro, Symphony, Paradox, and other DOS and Windows based applications
• Administrative Responsibilities
• Project leader for design and implementation of document management system

Computer Repair Technician

Confidential, Carlisle PA

• Installation, maintenance, repair, and upgrade of customer equipment