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Desk Side Support Resume

TECHNICAL SKILLS:

Operating systems: Windows Server 2003, Windows XP, Windows 7 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 Confidential 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.

PROFESSIONAL EXPERIENCE:

Confidential

Desk Side Support

Responsibilities:

  • Provided on - site desk-side and remote support for entire Confidential staff.
  • Also assisted with software and hardware including all applications.
  • Support mobile devices IPhones, Android, and Blackberry also assisted with Tablets.
  • Setup and configured VPN Cisco Anywhere and RSA token.
  • Support Confidential Laptops and MAC book pro laptops.
  • Configured and attached network printers and standalone printer also with multifunctional copiers and printers.
  • Assisted with Internet and Intranet connectivity along with working within Active directory and machine to OU’s and also changing password and assisting with account creations

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

Confidential

Tier V Support

Responsibilities:

  • Responsible for performing desktop support work, and phone support 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.

Confidential, Washington, DC

System Support Analyst

Responsibilities:

  • 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 Confidential Proficient with all Microsoft Server Applications and Services Proficient with the LAMP solution stack
  • Proficient with in all forms of switching and routing
  • Proficient with UNIX shell and various scripting languages
  • Monitor and secure a LAN/WAN infrastructure from external and internal threats
  • Adhere to industry best practices and compliance standards
  • Service oriented and team focused Self motivated and detail oriented.

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

Confidential, MD

Site Lead System Analyst

Responsibilities:

  • Responsible for entire site doing desktop support work and doing phone support support person I completed task that I assign to myself with in BMC Remedy User Version 7.0.01 and work task until they were completed.
  • I also provided phone support and logged ticket from user needing to have service done on their computer. If I could not fix their problem by remoting 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 Confidential 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

Responsibilities:

  • 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 workstation 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

Responsibilities:

  • Responsible for assigning and working request for 200 end users; supporting them with general Helpdesk request complete phone support Sole person tracking the request entered into SharePoint.
  • Responsible for addressing these request which detailed installing new software and setting up Confidential hardware laptops and desktops, reimaging machine, setting up new user account using Active Directory, and configuring Confidential ’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, Wash, DC

LAN/WAN Support Specialist

Responsibilities:

  • Support 1,500 end-users to The Office of The Secretary and The National Business Center within The Confidential .
  • Provided Blackberry support and palm support for Confidential employees. 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 Confidential PC’s set ups and of new and removal of surpluses equipment (E.g. Confidential 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.

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