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Desktop Support Resume

EMPLOYMENT HISTORY

Date:06/23/10 to Present – Contract - Confidential
Desktop Support/Windows Sys Admin: Daily support admin functions consisted of using AD to perform add, moves and changes to Active Directory and Exchange accounts. Providing hardware support for Dell desktops and Panos. Daily desktop and helpdesk support duties consist of monitoring the ticket key using Track it web based ticketing system. Responding to end users support for Windows based software, Windows XP, configuration, or hardware related issues . Responsible for server, backups using Backup Exec, and all desktops. Managing Vmware esx and utilizing Pano devices for desktop virtualization.
Also dealing with the company vendors when required.

Date:12/15/09 to 6/17/10 – Contracts at Confidential
Sysadmin/Desktop Support: Day to day support admin functions consisted of using AD to perform add, moves and changes to Active Directory and Exchange accounts. Providing hardware support for Dell desktops and Lenovo Laptops. Daily desktop support duties consisted of monitoring the ticket key using Kace web based ticketing system. Responding to end users support for Windows based software, Windows XP and Windows 7, configuration, or hardware related issues . As part of the move project we were responsible for moving switches and cabling to patch panels, and testing network connections. Responsible for server, backups using Backup Exec, and all desktops at Comet. As team lead on deployment project, trained field technicians on processes for rolling out new desktops and laptops utilizing HPCM.

Date:12/01/07 to 10/07/09 – Confidential, Santa Clara, Ca
Network/Desktop Support Team Lead:Assigns technicians to various task, tickets, and assignments, directs their activities, reviews and evaluates their work, and prepares performance reports. Serves as a point of escalation for end users and IT support issues; investigates and brings resolution to end user issues leading to satisfaction. Acts as liaison between our corporate office on the east coast and HCL management team on the west coast. Manages queue of trouble tickets. In this hands on roll, I was responsible for support management activities associated with the identification, prioritization and resolution of end-user support requests. Hardware: Dell Power Edge 2950’s and Compact Proliant servers, Extreme Wireless products, switches and routers. All Windows, NT, XP, Windows 7, and Mac clients and infrastructure. Imaging processes included Ghost 8.0 and Image X.

Date:01/15/06 –9-15-07 –ConfidentialMountain View, Ca
Desktop Support Manager/ Windows Administrator:Responsibilities include: administered the Windows 2003 Domain for the entire company. Administered the Exchange 2003 mail server for the entire company. Effective troubleshooting, repairing and upgrading of Windows XP, Mac, Linux and Windows platforms. Administered BlackBerry server. Administered GoodLink server for company Treo 650’s users. Providing network and desktop support for 165 laptops, desktops and end users. Creating and maintaining network and user accounts in Active Directory, Exchange 2003, Postini, Unix and Goodlink, F5 Firepass VPN, Checkpoint and Nagios. Maintained Windows servers, patches, upgrades, etc. Managed Nortel phone support and account maintenance task through BCM. Prepared, created and documented network procedures for the IT department and procedures for the user community. Responsibilities included selecting and ordering hardware and software for end user community and managing vendors. Monitored Helpdesk ticket queues and delegated task to technicians based on priority. Reported directly too and worked on various projects as assigned by Director of IT.

Date:03/01 - 01/02Confidential,Cupertino, CA
System Administrator/Desktop Manager
Duties: System Administrator overseeing six NT 4.0/Win2k servers, one Exchange server, and one Goldmine Database server and 40 clients. Performed backups using Veritas, and handled all other system maintenance operations. Supported 40 users in corporate office as well as 30 remote users in the field using VPN. Extensive usage of Active Directory to configure Win2k development servers. Summary of Hardware and software:Blackberry 2.0 Devices in Exchange environment as well as Palm V, VII and IPAC. Dell Power Edge Servers, Dell Latitudes, IBM ThinkPad’s, Dell Desktops. Software: Audix, Exchange, Outlook, and all other MS suite of office products, Visio, SAP Applications, Remedy, Ghost, PC Anywhere, and other applications. Provided end user and technical support in this environment.

Date:04/00 - 01/01 -Confidential,Mountain View, CA
Sys Admin/Desktop Engineer
Provided, primarily desktop technical support to 600 + users/workstations in a Winnt 4.0 environment. Providing user support and training when necessary to users. Administrative responsibilities as delegated. Setting up printers, changing user account information, etc.

Date:02/98 - 01/00Confidential, Los Angeles, CA
PC/LAN Technical Analyst
Provided technical support to 1500+ users/workstations in a Novell
3.x/4.x /Winnt 4.0 environ ment. Providing user support and training when necessary to users. Troubleshooting. Performing Novell administrative task when necessary, configuring printers, printers servers, creating user accounts and modifying account information. Providing desktop support to all users, support Lotus Notes and Exchange.
Project Lead: Coordinated rollout of 100 Winnt 4.0 workstations. Configuring for Network access, installing all standard window applications and DOS applications. Configured Netscape and emulation packages. Provided training to users during course of rollout.

Date:08/96 - 9/97 -Confidential., Santa Clara, CA
Technical Support Engineer

Date:02/96 - 8/96 -Confidential,San Jose, CA.
System Engineer I

Date:05/95 - 02/96 - Confidential, S.F., CA.
Sr. Office Automation Systems Analyst

Date:1990 - 7/94 -- Confidential, Baltimore, MD.
Senior Office Automation Analyst

Date:1989 - 1990 -- Confidential, Hyattsville, MD.
Lead Program Analyst

EDUCATION:

MSCDBA Coursework

Computer Operations Diploma
Course work: Introduction to Data Processing, Introductory and Advanced Operating Systems, RPG II, and Understanding of Departmental Organization. Completed 620 hours of extensive Computer Operations training course work. Also, completed 230 extra hours hands-on time in the Data Center.

Paralegal Training Certification Course work: Introduction to Paralegalism, Techniques of Legal Research, Legal Writing, Legal Ethics, Law Office Systems.

Associate of Arts Degree: Course work: Business Management, Accounting, Business Law, Bookkeeping.

Windows 2003 Server and VMware Coursework.

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