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Helpdesk Technician Resume

Ft Howard, MD

Summary of Qualifications:
I bring 16 years of support experience supporting proprietary software and COTS software and various MS Office Applications, packages. My support experience includes supporting AutoCAD, systems, and servers that included MS2000 and 2003; over 4 years of UNIX Administration support, and over 16 years experience providing support to users on PC systems and applications/mainframe systems and applications. Windows Active Directory, Novell NDS. Remote software/access, MS Remote, Telnet, Novell Zenworks. Various CRM packages such as Magic, TrackIt, as well as home grown packages. MS Outlook, Exchange and Novell Groupwise email systems.
In addition to that I have over 6 years experience supporting a Nortel Northern Telcomm/Meridian PBX ACD telephone system. Last but not least, I possess great customer care skills. I'm a team player, mentor when needed, and go the extra mile(s) whenever it's necessary to help the team or customers. I also make sure I educate myself on the business that I'm involved in not only for my benefit but for the benefit of the rest of the company and most of all the customers we work for.

EXPERIENCE:
Confidential
Helpdesk Technician 10-2007 / 5/2009

Provide daily customer/systems support and administration for 400+ users throughout 14 offices across the US on Windows XP.
Accurately recording all tickets in Helpline database
Active Directory/Exchange setup and support
Provide remote support on daily basis for users at offsite locations
File security/maintenance
Imaging new computers/laptops according to job type specifics
Install new Software/Hardware utilizing NetInstall
New user training and documentation
AutoCAD installation and support
Blackberry setup and support
Local and network printer configuration and support
IT equipment and supply procurement and tracking.
VERITAS Back-up Exec support

Confidential
Tier 2 - Client Services Representative 3-2006 /12-2006

Provide technical support and leadership for all FTI clients
Serve as principal on Help Desk support for external clients as well as internal FTI staff
Resolve and investigate all reported user problems - determine fault; engage appropriate resources to resolve; update users of resolution and time estimates for correction
Administer all aspects of User Accounts and access using Active Directory, RSA SecureID and Custom Applications:
Create and manage all user profiles, domain permissions, public folders
Create and manage Application level User Accounts/permissions
Assist in Daily operations of Hosted Applications
Load images & import data into Applications
Assist with Backups and Restores as required
Respond to Monitoring Alerts as required
Assist in standing up/servers, securing and installing software
Assist in communications with Clients
Work well as Part of a Team
Participate in vendor relationships as appropriate
Participate in FTI employee relationships at various levels of seniority
Assist in the development/update of documentation, SOP's

Confidential, Hanover, Md
Customer/Systems Support 10-2003 / 3-2006

Provide daily customer/systems support and administration for 400+ users throughout 14 offices across the US on Windows 2000/XP.
Setting up new users in Active Directory/Exchange
File security/maintenance
Imaging new computers/laptops according to job type specifics
Install new Software/Hardware
Create and maintain print queues
New user training and documentation
Monitor system backups for all branches
Nortel Telephone/VoiceMail Systems Admin - Moves, Adds, Changes
Travel as needed to each of the 14 offices to ensure all of the necessary IT Systems components were setup as needed, or for QA spot checks, user training.

Daily support for Unix AIX RS6000 System (Financial System)
Setting up new users, ensuring correct security
Install updates, fixes, patches as needed.
System backups

Coordinate the necessary IT Systems needed for new job start-up's (job site trailers) such as ordering telephone service,fax service, internet service, cable service. Ordering computer equipment specifically for the job.

Developed and maintained great relationships with various vendors

Responsible for negotiating and maintaining the telephone maintenance contracts for the Corporate office and the 14 offices throughout the US.

Responsible for procuring an off-site training contract that included in-house, classroom, CBT, and online training for the Corporate office and the 14 offices and remote jobsites as well.

Confidential, Junction, MD
Systems Coordinator 9-2000 / 10/2003

Provide administration and systems support for 100+ users.
Troubleshoot system or hardware problems and resolve the problem, or coordinate the resolution through technical services or outside vendors.
Coordinate system updates through software or hardware vendors.
Provide user training for HME software.
Responsible for Month End processing.
Provide daily, weekly, monthly reports for various users or departments using Crystal Reports, Monarch Report Writer and Access.
Administer HME EDI database regarding adds/changes to the user files, price file, insurance files, etc.
Log and track all problem calls and verify their resolution or completion.
Strong Customer Care skills and belief.

Confidential, Cockeysville, MD
Clinical & Financial Applications/Systems Support 8-1999 / 9-2000

Provide software support for proprietary accounting, clinical, payroll and fund accounting software via telephone, modem and on-site.
Provide assistance to customer\'s with new installations as well as upgrade\'s.
NT Administration, and Novell Network Administration, Windows 95/98/2000
SQL and Sybase Database support.
Technical skills with relational database\'s, design, functionality, connectivity.
Provide customer training for proprietary software for day to day use.
Provide on-site installations and maintenance, problem resolution.
Provide on-site or in-house customer classroom training.
Strong Customer Care skills and belief.

Confidential, Benova Baltimore City, MD
Systems Support Analyst 3-1997 / 11-1998

Responsible for the overall day to day operations of the computer and telecommunication systems.
Responsible for support and training for desktop applications such as MS/Word, Excel, PowerPoint and Access 97, and cc:Mail.
Responsible for daily reconciliation of data passed from DHMH to the Managed Care Organizations.
Specifically I had to ensure the data received from each Insurance company or Managed Care Organization or physician met the specifications and criteria of the DHMH databases so the eligible participants were granted and received their eligible benefits.
Administer and maintain Meridian Voice Mail system.
Novell Network Administration and Support, NT Administration.
Administer and maintain Nortel Northern Telcomm/Meridian PBX ACD for 75 - 125 users.
Install, image and configure new pc workstations.
Install and configure networked & desktop applications in Novell, DOS, and Windows environments.
Provide necessary technical and analytical support for all users of these systems.
Training and orientation for all new employees, and on-going training for existing employees for both systems.
Support and administer printers and other equipment, or coordinate service through outside vendors.
Install and maintain new telephones.
Coordinate the administration of all systems enhancements and hardware needs for the computer and telecommunications systems.
Develop and maintain policies and procedures pertaining to computer and telecommunication systems.
Develop and coordinate all systems, and serve as the liaison between DHMH for the State of Maryland, project, and corporate staff, and the 8 Managed Care Organizations, insurance companies that participate with the HealthChoice Program.

Confidential, Baltimore, MD
User Support Specialist 11-1995 / 3-1997

Responsible for the overall day to day operations of the computer and telecommunications systems.
Novell Network Administration and Support , minor NT administration.
Administer and support users on Novell GroupWise E-mail.
Install, image and configure new pc workstations.
Install and configure networked & desktop applications in Novell, DOS, and Windows environments.
Software support and training.
Support and administer printers and other equipment, or coordinate service through outside vendors.
Install and maintain new telephones.
Administer and maintain Nortel Meridian PBX.
Administer and maintain Meridian Voice Mail system.
Assist with the implementation and support of network access for off-site locations via data communications systems.
Training and distribution of documentation to further educate users on basic network, software applications and telecommunications issues.
Perform daily and monthly backups on both the VAX and Novell servers.
Install and maintain cabling for network and telecommunications systems as needed.
Review, reorganize and document network topology.

Confidential, Baltimore, MD
Help Desk Coordinator 1-1991 / 11-1995

1st level support providing user support on pc systems and applications, or mainframe systems and applications.
Supporting 900+ PC\'s and related peripherals, and 400+ mainframe edi terminals and printers.
Software and hardware installation, training and support, including but not limited to; MS/Office, Windows, DOS, WordPerfect (DOS & Windows),
Determining hardware or software problems, and coordinating resolution with in-house or outside support.
Maintain HelpDesk database, call logging, escalation, tracking, ensuring completeness.
Novell NetWare 3.11 troubleshooting and support.
Granting and maintaining security access for hospital systems.
Adds, changes and maintaining security access for Network or Internet.
Created Help Desk Monthly newsletter for pc and mainframe users.
Provide new or updated documentation for HelpDesk operation, or mainframe systems operation.
Serve as backup Mainframe Operations Supervisor, ensuring daily, weekly, or monthly job schedule completeness.

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