Help Desk Support Resume

SUMMARY

Experienced in working under high - pressure situations, strong communication skills, and excellent customer behavior skills.

TECHNICAL SUMMARY

Windows 7/8/10
Windows 2002 Server/Professional
IBM AIX 4.2
TCP/IP
DNS
WINS
IPX/SPX
IBM System 36
MAC IOS 9.2/12.4.2
Exchange Server 5.5/ Exchange Administrator
Outlook 2010/ 2013/2016
Internet Explorer 10/11
Safari 7
Citrix Met frame
Symantec and McAfee Virus Software
AHD Remedy
HEAT and Peregrine call tracking software
Microsoft Office 2010/2013/2016
PC Anywhere 9.2
Remote Desktop
Microsoft Management Console
Active Directory Users and Computers

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Support

Responsibilities:

Provide technical support via telephone\voicemail and email for all David’s Bridal stores chains and remote locations, Supporting the following Items; iPad/ iPod support for all connectivity issues support for iPad applications issues the uninstall and re-install of iPad applications via Cisco Meraki. Application troubleshooting for Office/Outlook 2016, IE 10/11 Cisco VPN connection support wireless issues for Registers and iPads, responsible for all Printing issues. Microsoft user account resets and monitor POS Registers and peripherals for the nightly closing of all U.S, U.K and Canada Stores.

Confidential Philadelphia, PA

Customer Support Analyst 2

Responsibilities:

Provide phone support to troubleshoot desktop and laptop hardware, connectivity problems, 3rd party applications and MS Office 2000/2003, provide users and groups account management, including password resets and permission verification using the Windows 2003 Active Directory Service. Support wireless connectivity problems, including laptops and Blackberry PDAs. Manage call escalation, coordinates with third parties to ensure successful problem resolution, while maintaining call ownership using Peregrine help desk software

Confidential, Wilmington DE

Help Desk Support

Responsibilities:

Provide remote and local Help Desk support for users running in a Windows 2000/IBM AIX environment, troubleshoot problems and provide first and second level phone support for all issues coming into the help desk, also provide technical support for company proprietary applications, responsible for basic Windows 2000/IBM AIX administration and perform the daily backups for the RS/6000 system.

Confidential Horsham, PA

Help Desk Analyst

Responsibilities:

Provide support and Administration for remote and local users in a networked environment running a mixture of Windows 2000, NT, 95/98/XP and Novell 5.x, duties included create local and global groups, create shares, file permissions, user account administration, exchange administration, file restores, provided technical support for remote users via phone support and remote desktop software, and for local users via, hardware and software installation, desktop and laptop configuration, imaging and creation of images for laptop and desktops units, provide technical phone support for all RAS dial in issues and application support for loan officers in the field, support printing issues via HP Jet Direct setup and configuration, printer configuration and setup, technical support for all exchange/email problems via: Exchange administrator, Exchange Server, Internet/Intranet support and support of LAN/WAN connectivity issues. Created and maintained Help Desk knowledge base for reference to all technical related problems throughout Confidential .

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