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Tier 2 And 3 Administration Support Resume

SUMMARY:

Aspiring MCP seeking a position in the Information Technology field with an industry leader that involves utilization of my recent Microsoft, skills and while enhancing customer services and operational efficiencies with the ability to use my 9+ years of experience working in a large and Small enterprises.

TECHNICAL SKILLS:

Microsoft Windows 2003 Pro/Server/XP installation and configuration, Microsoft SCCM, Active Directory administration and design, DNS, DHCP, Routing, Remote Access, TCP/IP and troubleshooting network connectivity, Windows 2003 Network Infrastructure, Windows 2003 Directory Services, Windows 2003 Network Environment, Windows 2003 Directory Services Infrastructure, Windows 2003 Network Security, LAN/WAN, routers, switches, hubs, firewall, fault tolerance, network security, RAM, hard drives, basic network security, server administration, network protocols, Cat 5 Cabling, ICIS system, 800MHz radio, Microsoft Word. Windows 7 and Remedy

WORK EXPERIENCE:

Confidential

Tier 2 and 3 administration support

Responsibilities:

  • Computer builds laptop and desktop
  • End user data migration off of legacy hardware
  • Password unlocks and reset
  • Cisco VOIP new user phone programming and deployment
  • Managed IT vendors at home office and off site branch locations
  • Provided tier 2 support to Branch Users
  • Provided Cell phone support for iPhone
  • Microsoft Exchange created new user emails and distribution lists
  • Remote support for off - site locations
  • Assign tickets to various IT departments when manager was not available
  • Troubleshoot end user Cisco client VPN connection issues
  • Office 365 installation and trouble shoot.
  • VPN remote user encryption installation and troubleshooting
  • Setting up clients for offsite remote access
  • Installed and setup Microsoft One Drive for end user
  • Encrypted hard drives with Bit Locker and enrolled laptops in Air Watch
  • Supported lab PC’s

Confidential

Help Desk/ Level 2 Support

Responsibilities:

  • Active Directory added new end users, new computers to the network, and user permissions.
  • SCCM software pushes, patches, imaging of new and existing PCs and RDP
  • Password unlocks and reset
  • Computer builds laptop and desktop
  • End user data migration off of legacy hardware
  • Windows 7 refresh and imaging for home office and off site locations.
  • Cisco VOIP new user phone programming and deployment
  • Managed hard drive recycling
  • Managed IT vendors at home office and off site branch locations
  • Provided tier 2 support to Branch Users
  • Provided Cell phone support for Android and iPhone
  • Microsoft Exchange created new user emails and distribution lists
  • Remote support for off-site locations
  • Assign tickets to various IT departments when manager was not available
  • Troubleshot Citrix issues and escalate when necessary to Tier 3 support
  • Troubleshoot end user Cisco client VPN connection issues
  • Office 365 installation and trouble shoot.
  • VPN remote user encryption installation and troubleshooting

Confidential

Network/Desktop Support, Wilmington, DE

Responsibilities:

  • Troubleshot and resolved computer systems and user problems, serving as the central contact for users to report problems too and address MIS-related questions and requests via Network Services.
  • Added new employee’s to the (BMC) ticketing system and tested to ensure user is able to enter ticket and performed new hire orientation/.
  • Processed Tickets that were received through the Remedy ticketing system and Lotus Notes Tasktracker
  • Preformed all Remote Access creations using the Radius Software and was the central contact person for all documentation and questions concerning Remote Access.
  • Created LAN-IDs by adding users to Active Directory, assigning user to the proper kix group and setting up the users Home drive.
  • Imaged Laptops and desktops using the Ghost 7.5 software to create an image for production PC
  • Reset McAfee incriptshion passwords
  • Removed and replaced PC hardware, performed diagnostic testing with required testing software.
  • Provided set-up and support for Blackberry and Apple Ipad devices.
  • Used remote software to access user PC and diagnose computer issues
  • Installed software remotely as well as Desk Side per user’s request and perform routine project related administration of MS systems where necessary
  • Provide outstanding customer service and resolves or escalates issues to the appropriate person when receiving calls and internet tickets
  • Installed and configured Confidential
  • Assisted users with projector setup and audio configuration in conference rooms for employees and guest.

Confidential

Desktop Support/ Deployment Specialist, Wilmington, DE

Responsibilities:

  • Troubleshot and resolved computer systems and user problems, serving as the central contact for users to report problems too and address Vista and Microsoft Office 2007related questions.
  • Setup outlook accounts for new users and copied all internet favorites for users.
  • Provided set-up and support for network printers and peripherals.
  • Provide outstanding customer service and resolves or escalates issues to the appropriate person when receiving calls and internet tickets.
  • Preformed data restores and Assisted in the deployment of new PC’s.
  • Assisted users with the setup of their Confidential provided VIP support

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