Help Desk Resume New Jersey, NJ - Hire IT People

SUMMARY

Created and supported internet/email client connections including porting old email accounts to new email accounts
Used Remote Access Software (RAS) to create and maintain wireless (802.11 b/g), router, DVR/set top box configurations and email clients
Checked network status through ping/tracerts
Checked physical setup of network components by inspecting physical connections and installed software
Tested network/email client functionality using circuit tests and sending test emails
Verified account status and did password resets to maintain network security
Coordinated with service department scheduling service calls and onsite installation issues reducing downtime
Operating Systems (OS) used: Wintel, Windows 7, MacOS, UNIX,
Ticket Tracking System (TTS) / databases used: Remedy, Hewlett Packard Service Manager, Proprietary internal TTS / workflow databases
Software used: Internet Explorer, Safari, Firefox, Microsoft Office 2007 (Outlook,Word, Excel, Powerpoint),
Citrix Go2Assist Remote Access Software (RAS), Bomgar

PROFESSIONAL EXPERIENCE

Confidential,Oct 2011 - Nov 2011
Help Desk Agent
Level 1 help desk position that supported operation of a UNIX AS400 / Windows VPN to reset internal passwords and unlocking internal customer accounts including workstations and VOIP phones. Resynced Outlook accounts.

Confidential,Remote Technical Support Agent Apr 2010 – Mar 2011
Remote Technical Support position that installed antivirus, optimization software, and resolved subscription customer PC issues.
Used Salesforce ticketing system to document troubleshooting steps. Used Office Outlook email.

Confidential,Plano, TX Jul 2008 – Oct 2008
Technical Support Agent
Help desk 2 position that supported installation service calls including phone number migrations. Used RAS to access onsite router and account tracking to reduce field technician service time. Used Remedy Trouble Ticketing System to route issues to Level 3 support.

Confidential,Dallas & Plano, TX Nov 2005– Apr 2008
Fiber Optic Technical Support Agent, Dallas, TX (Nov 2006 – Apr 2008)
Level 2 help desk that resolved fiber optic internet/email including Outlook/phone/tv connectivity issues. Devised RAS troubleshooting steps for wireless laptop connections.Created method using RAS to resolve issues on hearing impaired relay calls resulting in reduced handle time. Retained customers through customer education/special offers.
Technical Support Agent, Plano, TX ( Nov 2005 - Nov 2006)
Resolved DSL connectivity/email issues including WinX/PPPoE/DHCP configuration over the phone. Helpdesk set up PPPoE DSL connectivity via the modem or XP and logged issues into Remedy Trouble Ticketing System.

Confidential,Dallas, TXAug 2005 - Oct 2005
Service Desk Analyst
IT Helpdesk that supported operation of a State Farm Insurance UNIX AS400 based corporate VPN and State Farm field office equipment. Resolved client hardware and corporate software application issues including peripheral equipment. Processed corporate UNIX application batch files for State Farm field offices and resolved Exchange Outlook email issue . Reduced field office downtime through password resets and resolving workstation / peripheral equipment issues and logged into State Farm VPN TTS.

Confidential,Dallas, TX Jan 2005 - Apr 2005
Technical Support Representative
Supported Service Level Agreement by resolving DSL connectivity/email issues and logging calls into Remedy TTS.Set PPPoE DSL connectivity including DSL software installation.Assisted in DSL/MSN Premium installation software.

Confidential,Carrollton, TX Jan 2001 - Feb 2002
Customer Interaction Agent
Level 2 helpdesk that resolved internet connectivity/email issues including software and hardware configuration to end users varying from expert to novice. Logged issues into Remedy TTS.

EDUCATION
Bachelor of Science Mathematics
Bachelor of Science Physics
U.S. Army Ordnance Center and School, Aberdeen Proving Grounds,MD

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