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Tier Ii Desktop Support - Lead Technician Resume

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Philadelphia, PA

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SUMMARY:

Career history of providing fast problem determination and thorough analysis. Providing hardware and software installation support. Hardware expert with extensive background in builds upgrades and troubleshooting. Highly effective help desk analyst with proven effective supporting software and connectivity issues remotely and on - site. Hard working detailed oriented and able to multi-task effectively with excellent communication skills. The ability to work in a fast-paced environment and meet tight deadlines.

HARDWARE AND SOFTWARE:

Operating Systems: Windows 98, Windows 2000Pro, Windows XP Pro, Server 03, 08, Windows Vista, Windows 7, Windows 8 and windows 10.

Applications Software: Microsoft Word/Excel/Access/PowerPoint Version 03, 07, 10, 13 McAfee Anti-Virus, Norton Backup exec 2010, Norton Anti-Virus, Symantec Gold, Remedy, VNC, LAN Desk remote support, Simple Help, Cisco VPN, Norton Ghost, Norton Removal tool

Networking: LAN/WAN, TCP/IP, Ethernet, Wireless, Patches, application distribution, POP3/SMTP

Hardware: PCs, Laptops, Servers, Hubs, Switches, S-video, HDMI, Routers, USB hard drivers, Peripherals, Printers

EXPERIENCE:

Confidential, Philadelphia, PA

Tier II Desktop Support - Lead Technician

Responsibilities:

  • Installed and upgraded computer hardware, including hard drives, NIC cards, Printers, RAM and Boards for Laptops. Disassembled and reassembled CPU.
  • Laptop Deployment
  • Replace office network equipment Network Switches, Routers, Cisco wireless access points, Servers
  • Image update and configure, repair Dell tablets
  • Installed and upgraded Operating systems (Windows7 & Windows10), software applications (Bitlocker,Safenet-Encyption) antivirus security software and drivers.
  • Supporting Confidential software APPS, PEARS, and Ez-Quant
  • Wiped system hard drives clean of any existence.
  • Assist in troubleshooting network connectivity, network printing and issues with VPN
  • Ticketing system Microsoft services center, Chrewell
  • Assist user with temporary password login if lost or misplaced CAC cards.
  • Setup laptops and configure user accounts for oversea laptops deployments.
  • Update system and check for vulnerabilities McAfee, Symantec

Confidential, Marlton, NJ

Tier II Desktop Support Technician

Responsibilities:

  • Perform desktop support to over 5000 employees in person and by telephone or remote support.
  • Blackberry Admin and Verizon Admin
  • Windows 7 imagining and software deployment
  • Ticketing system Dell Kace and Kaseya
  • Assist user with Citrix issues
  • Troubleshoot network connectivity, network printing and user access issues with VPN.
  • Supporting software/hardware and performing equipment upgrades
  • Manage daily and weekly backups using Symantec backup exec 2010

Confidential, Frazer, PA

Tier II Help Desk Technician

Responsibilities:

  • Assist sales reps with Intermec Confidential
  • Provide support for Lotus Notes, Microsoft Outlook, Windows XP Professional and Microsoft office 2007
  • Order supplies for sales reps
  • Set up and configure Blackberry devices
  • Troubleshoot wireless, Ethernet and Wireless air card issues
  • Assist clients in access target mobile and target web
  • Support end user with Software & Hardware issues
  • Clean virus and spyware on user system

Confidential, West Chester, PA

Tier I Help Desk Technician

Responsibilities:

  • Extensively utilized remedy to record and track incidents
  • Excellent communication and diagnostic skills, Consistently resolve problems and rarely escalate issues
  • Support end user with Software & Hardware issues
  • Assist clients with request forms & status updates
  • Support end users with Lotus Notes issues
  • Assist user with password resets
  • Support network connectivity issues & wireless
  • Support Blackberry issues
  • Remote assistance support & creating RSA Secur id accounts
  • Creating Active Directory accounts
  • Assist customers with Confidential products and web profiles accounts
  • Experience with Citrix (Adding applications to Citrix, clear sessions and install Citrix client in users’ PCs)

Confidential, Newark, DE

Tier I Help Desk Technician

Responsibilities:

  • Troubleshoot and resolve end user issues
  • Support end user with Software & Hardware issues
  • Assist clients with status request
  • Troubleshoot end user with Lotus Notes issues
  • Assist user with password resets
  • Support network connectivity issues remote support assistance with end user
  • Assist end user with mainframe issues
  • Escalated issues as need and maintained communication with end user and technical teams

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