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Helpdesk Specialist Resume

Paterson, NJ

Objective
To obtain an I.T. position that will effectively utilize and enhance my acquired technical support skills.

Professional Experience

Confidential Jersey City, NJ Mar 2008 - Present

Helpdesk Technician

  • Repair, troubleshoot, and maintain Dell desktops and laptops.
  • Create and deploy Dell desktop and laptop image thru Symantec Ghost 7.
  • Troubleshoot MAC desktops and laptops.
  • Create MAC OS X image thru Carbon Copy Cloner.
  • Troubleshoot and repair basic printer problems.
  • Troubleshoot basic network connectivity issues.
  • Configure Palm Centro devices to synch with Exchange server.
  • Setup Blackberry device thru Blackberry Redirector to synch with Exchange server.
  • Occasionally supervise work studies with IT equipment rollouts and setup for College events.
  • Assist Network and Media services in setting up IT equipment for College events.
  • Create, manage, and maintain IT equipment inventory in MS Excel and MS Access 2003.
  • Manage and maintain software licenses list.
  • Report and coordinate with vendor support contacts to resolve technical problems with hardware and software.
  • Assess functional needs to determine specifications for purchases.
  • Provide phone, email, and person-to-person computer support to students, staff, and faculty members of the College.
  • Basic Active Directory management: reset password and unlock user's account.
  • Basic troubleshooting on AVAYA phones: phone reset, phone password reset, change user's phone display name
  • Take incoming request calls occasionally and manage ticket requests thru an in-house Helpdesk ticketing system.
  • Provide basic training and orientation to faculty, staff, and students on use of hardware and software.
  • Create video tutorials thru Camtasia and provide technical documentation on Desktop related issues.

Confidential Paterson, NJ Oct 2006 - Feb 2008

Helpdesk Specialist

  • Repair, troubleshoot, and maintain desktop PCs and laptops.
  • Troubleshoot basic network connectivity issues.
  • Responsible for moving and deploying IT equipment.
  • Configure and troubleshoot Dell Axim X50 PDAs as guided by an IT documentation and install software applications needed by doctors.
  • Troubleshoot HP LaserJet printers and replace some of its hardware parts.
  • Laying out, crimping, and punching down UTP CAT5 cables.
  • Report and coordinate IT equipment parts replacement and repair to vendors.
  • Provide on-site, phone, and remote technical support to users thru remote administration tool like Dameware.
  • Assigned as an on-call support to a bi-weekly basis.
  • Answers incoming request calls.
  • Responsible for creating and managing ticket request on Track It! ticketing system.
  • Install, configure, and update medical and non-medical software applications.
  • Define workstations and give password extension to users in Meditech.
  • Coordinate troubleshooting and configuring third party software to vendors.
  • Monitor and remove security vulnerabilities of PCs thru Symantec System Center console
  • Manage Active Directory Users and Computers access.
  • Created and maintain IT equipment MS Excel inventory list.
  • Maintain IT equipment MS Access database by updating its entries whenever changes take place.
  • Assist Network Services and Application Support groups for correlated and non-related Help Desk issues.

Confidential Makati City, Philippines May 2005 - March 2006

Information Technology Administrator's Staff

  • Responsible for IT equipment installation, hardware testing, and troubleshooting.
  • Repair and maintain PCs.
  • Coordinate the repair of IT equipment to vendors.
  • Maintain user accounts policies and assigns file permissions.
  • Install and upgrade PC software/hardware in throughout the whole system.
  • Cabling of UTP CAT5 cables.
  • Review and monitor system performance, and submit reports to the rest of the Information Technology team for necessary action.
  • Handle software and equipment inventory report.
  • Provide the first line of support, either on-site or thru phone

Technical Proficiencies

Hardware: PC and Printer troubleshooting and assembly/disassembly.
Networking: LAN setup and troubleshooting in Windows 95, 98/2000/XP, Basic knowledge in Windows 2003 Server: Active Directory, DNS, DHCP setup.
Programming/Web: Visual Basic 6, MS Access, HTML
Others: Windows 98, 2000, XP, Vista, MAC OS X 10.3, 10.4, and 10.5 MS Office 2000, XP, 2003, 2007 Suite, Veritas Backup Executive 9.0, Track It!

Education
Bachelor of Science in Information Technology

Certifications
A+, Network+

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