Help Desk Resume Brooklyn, NY - Hire IT People

SUMMARY

Technical Skills

Operating System: Microsoft Windows XP Professional, Windows Server 2003,Vista, MAC, CCNA

Work Experience

Aug 2009 - Present Confidential,Brooklyn, NY

Working as a Help Desk/Network support with KIKSERVICES CONSULTING on various projects involving
General Network upgrades on Cisco Switches (3560G/2960Gs), Cisco Routers 800/1800/2800 series for various customers
Setup and configuration of Windows XP/Vista OS for end users
Setup and configuration of Network Printers
Basic Setup and configuration of Cisco IP Phones at User Desktop and ensure the communication with Cisco Unified Communications Manager

January 2001- Oct 2008 Confidential,Garden City, NY

Help Desk/Call Center

Worked within a group of twelve that supported a 12,000+ staff on the telephone.
Tracked, analyzed and investigated peaks in call volume in order to properly diagnosis and resolve potential critical IT “breakdowns”.
Resolved escalated IT issues transferred from Level 1, as well of Level 2 support team crewmember
Documented and communicated escalated IT issues to Third level support.
Primary technical support for pilot crew.
Liaison to field server/network engineers.
Monitored servers for connectivity and running services.
Monitored Kiosk airport check in system.
Incident and Problem management.
Maintained documentation of IT Superior Personnel requests using Remedy.
Created and maintained distribution lists, security groups and user accounts in Active Directory.
Troubleshooted remote users.
Installed software and drivers on HP laptops and desktops.
Installed and maintained software such as Microsoft Office, Avaya, SAP and propriety software applications.
Troubleshooted network printers, scanners and faxes.

Sept 1995 – Jan 2000

Confidential,

St.Croix, USVI

Machine Operator Supervisor

Supervised and prepared work schedules of employees who worked on mechanical or fabricated parts on a manufacturing plant floor assemble-line.
Oversaw production of materials while ensuring employee conformance to established procedures and quality level of product.
Recruited and trained new staff.

Education and Training