Help Desk Agent Resume Norfolk, Va. - Hire IT People

A+ Certification
Network+ Certification (COMP)
Security+ Certification (COMP)
Vietnam-Era Veteran (Honorable Discharge)

I do not have a security clearance.

Technical Expertise

Helpdesk and Desktop support
Active Directory, Remedy and Tivoli ticketing system and Remote Access
PC Rollouts and POS installs
Familiarity with Cisco routers
Knowledge and familiarity with Microsoft applications
OS upgrades and printer installs
Pulling Cat 5 cable / termination
Windows 7 Migration

3/19-3/22-12 - Confidential
Refresh/Deployment Project / Suffolk, Va.

I performed a data migration from Windows XP to Windows 7 for a client in Suffolk, Va.

9/10 - 1/14/11 - Confidential / Norfolk, Va.
Refresh Technician (contract position)

I refreshed old laptops of users and transferred them over to their new laptop which involved reimaging a new laptop, transferring old data from old to new, and assuring all information including desktop, favorites, my documents, etc. are intact. I was also responsible for G-Disking the old laptop (erasing hard drive) after this process and documenting each laptop installed into a database.

During my period of unemployment, I have stayed busy doing several projects such as printer installs/repairs for Field Solutions, Inc., data mergers for BMC Solutions, PC rollouts, PC installs, and whatever jobs that have come my way via several recruiters. I have gone back to school for my Associates degree in Computer Information Technology.

11/07 - 8/08 - Systems Technician Confidential
I worked as a Systems Technician responsible for answering helpdesk calls for any and all issues regarding users. This involved a complete workstation setup and/or something as simple as replacing a CD Drive. I installed programs, configured peripherals, imaged new drives, etc.

7/07 - 11/07 - Confidential
I performed PC rollouts and setting up workstations in various government facilities. I was involved in capturing profiles, setting up email accounts, and any other task that assures a user that he/she is up and running with their new computer. I joined domains, insured connectivity and checked applications as well.

09/06 - 06/07 - CSR -Confidential
I worked as a Customer Service Rep assisting Pharmaceutical Reps who are out in the field. I assisted with laptop issues, such as connecting to the Internet, functionality of the laptops (Dell C610 and the Linova X41 Thinkpad). I was also responsible for assisting reps with their issues in regard to their handheld devices (PDA's) and its functionality. This functionality included assisting the Rep in setting up their doctors, calls, and reports they had to submit at the end of the month. There were other in-house applications such as Max (database for field Reps) as well as Outlook and the companies VPN.

04/06 - 5/06 - PC Technician - Confidential
I worked on a project that entailed going to different locations and setting up VPN connections.

03/06 - 04/06 - Helpdesk/PC Tech / Confidential
I worked as a helpdesk/desktop technician. I used Active Directory to reset passwords, and on occasions set up PC\'s for new employees. I also had the opportunity at times to assist in Network troubleshooting and load programs and applications for customers remotely.

08/05 - 12/05 - Help Desk Agent / EDS
I worked at a helpdesk for EDS at Confidential. I performed password resets, account activations for new users, log-in denials for current users who had inadvertently locked themselves out, as well as technical problems involving applications, equipment, and so on. I used the Remedy Ticketing System as well as Tivoli.

02/05 - 05/05 - PC Technician - Pre-Migration / PC Deployment, -Confidential
I upgraded user's computers. I took a ghost image of the old computer, and sent it to the server. I would then upgrade the computer from Windows 2000 to Windows XP. Afterwards I would pull the users image off of the server and put back on their computer with the new upgrade.

Education:
Associates Degree in Computer Information Technology
Confidential of the Bible (3 yr. certificate course completed 03/04)

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Help Desk Agent Resume

Norfolk, Va

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