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Helpdesk Resume

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Houston, TX

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SUMMARY
Solution focused, IT professional with over 9 years delivering high-competent Desktop/Helpdesk technical support and troubleshooting in high pressure environments.Ensure reliability and continuity across complex IT infrastructure and compliance with SLA’s and monitor weekly/monthly statistics to maintain 1st-time resolution at <95%

NETWORK EXPERTISE


Network Device Configuration (Cisco, 3com Switches & Routers)
LAN Cabling (CAT5e,CAT6), Patch Panel Termination.
Networking Layer Protocols:DHCP,DNS,FTP,HTTP,NETSTAT,POP3,SMTP,TCP/IP, Ping,Tracert,Telnet,
PC networking, Network Support: LAN, WAN, WLAN/Wi-Fi

PROFESSIONAL EXPERIENCE
Helpdesk/Desktop Support Technician, Confidential,Houston, Texas 05/2012-08/2012

  • Provide 1st and 2nd level Helpdesk & Desktop support for215 users in Houston (HQ), Dallas, Austin, Fort Worth & The Pressroom (Printing Warehouse) Office
  • Provide support for Altigen Max Administrator VOIP Phone system
  • Resolved Altigen IP 710 & 720 model Phone issues for all employees
  • Install and upgrade AltigenMaxagent and Max communicator software for VOIP phones
  • Liased directly with VOIP Phone vendor(Automated Voice & Data Service( AVDS) to resolve all major phone issues for The Greensheet
  • Creating User Account on Active Directory for new employees
  • Install & Troubleshoot issue with Adperks&Brainworks(Newspaper Software)
  • Creating Email Accounts using exchange management console& troubleshooting Outlook 2007,2010 for all users
  • Setup email on Android and Blackberry phones for users
  • Troubleshooting PC & Phone issue for CEO and all Executive staff
  • Imaging & Deployment of PC’s using Fog Server 0.32
  • Resolved all Helpdesk tickets using Kayako Ticketing Software
  • Setting up Laptop & Projector for CEO & Executive Staff for Presentation
  • Inventory of all PC, Laptops & Networking Equipment in Server room
  • Install, support and upgrade HW on Desktops and Laptops PCs
  • Assist with move and install of PCs IP Phone& Printers for new employees
  • Install & upgrade of Columbiasoft Document Locator 6.0 software on client Pc’s
  • Face to face Desktop Support for all staff at Houston Office(HQ & Pressroom)
  • Log incidents and produce weekly/monthly reports
  • Setup User Account on Ricoh Printer to enable scan to email for users
  • Resolved printer problem for user across all sites

IT Technical Support Personnel, Confidential,Sugar Land, Texas, 08/2011-05/2012

  • Support Windows XP, Vista and 7 OS
  • Performed PC refresh on 10 Windows XP client PC’s
  • Demonstrated and provided client with exceptional customer service, recognize client needs and recommend suitable solutions
  • Negotiated better deal with client Internet Provider
  • Performed diagnostic and upgrade of LAN Switch
  • Routine maintenance of networked and local printers
  • Assist in resolving software issue (Cradlemrx& IVANS) with client vendors
  • Performed routine scan on desktop PC’s for virus infections

Achievement:
Generated $6K in cost saving by negotiating lower pricing with vendors and outside providers


IT Technical Support Specialist, Confidential,Abuja, Nigeria, 06/2002-08/2011

  • Provide 1st and 2nd level support to 400 users at a single site
  • Provide desktop, laptop and printer support
  • Support Windows XP, and Windows 7 OS
  • Support MS Office Applications (Word,Excel,Powerpoint)
  • Install and troubleshoot Network and none Network Printer across two (2) floors
  • Install support and upgrade HW on desktops and laptops PCs
  • Assist with move and install of PCs & Printers for new employees
  • Troubleshoot network connection issues with local services
  • Performed HW/ SW server upgrades for HP Proliant Servers G4 and G7
  • Performed diagnostics on network equipment (printers, servers/switches)
  • Configuration & support of File & Print Server
  • Maintain LAN & patch panel cabling for PCs

Achievements:

  • Trained over 200 users on MS Office Suites


EDUCATION


Certificate in IT Systems Administration
Certificate in Network Engineering
B. Sc Zoology

CERTIFICATIONS
MCP, MCSA, MCSE, Windows 2000
A + Certified Professional (CompTIA)

OTHER IT SKILLS
Active Directory (Windows 2000, 2003, 2008)
Windows Deployment Tools, ImageX, DISM, USMT WDS, MDT 2010, WSUS, MAP toolkit & ACT.
H/W: AMD Athlon, Pentium Range, Xeon , Motherboards & Sockets , SCSI ,SATA ,eSATA ,Video /Sound Card, Modems (External & Internal), HP Printer Assembly (Fuser, Drum, Rollers)
S/W: MS Sharepoint 2010, MS lync, Symantec Management Platform, Remote Desktop Protocol, Team Viewer, TightVNC, Snag It,
Security & Back-ups: Enterprise Trend MicroAnti Virus, Norton Anti Virus/Ghost, Kaspersky Anti Virus,
Electronic Document Management System: Columbiasoft Document Locator 6.0

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