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+