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Help Desk Technician Resume

SUMMARY:

  • Over 13 years of experience in IT Help Desk Support and System Administration duties (Active Directory and Exchange), providing comprehensive support to ensure that all pertinent hardware and software is operating efficiently and accurately.
  • Adept at maintaining core systems and correcting user issues.
  • Specialize in cost - effective preventative maintenance, system monitoring and keeping individual records of all hardware.

TECHNICAL SKILLS:

  • Huge experience with Windows-based environment.
  • Vast knowledge of industry current software and hardware.
  • Adept at identifying and resolving computer performance issues.
  • Solid grasp of local area network infrastructure.
  • Proactive problem solver focusing on preventative maintenance.
  • Ample knowledge on Microsoft products including Office, Active Directory and Exchange.
  • Comprehensive verbal and written communications abilities.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Technician

Responsibilities:

  • I delivered support for all network users on the core system and various applications used, and guide them on how to unravel existing system problems.
  • I monitored the performance of computer systems, network and c oordinated computer network access and use.
  • I configured, maintained and supported the Microsoft Outlook for all employees .
  • I also worked with Active Directory to maintain user needs.
  • I also installed operating systems and other applications including Unix/Linux, Windows XP, Windows 7 & 8, Windows Server 2003 Operating systems and Unclaimed Assets Pro.
  • Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
  • I trained personnel and interns on the technical processes and also induct new staff on the core centralized system, its features and functionalities.
  • I analyzed equipment and maintained performance records in order to determine the need for repair or replacement of faulty computers, servers, routers, switches, scanners and printers.
  • I gathered data affecting user needs, and use the information to identify, predict, interpret and evaluate system and network requirements to meet the infrastructure necessities.
  • Coordinated information between Credit Bureaus, Retirement Benefits Authority and Unclaimed Financial Assets Authority (UFAA) to trace unclaimed financial assets for our clients.
  • Designed, configured, and tested computer hardware, networking software and operating system software.
  • I also researched new technology, and recommend its implementation.
  • Coordinated with venders o rder to facilitate purchase of hardware and software.

Confidential

Help Desk Support

Responsibilities:

  • I provided support for all network users in my allocated company’s for their core systems and various applications used, also guide them on how to solve existing system problems.
  • I also administered the Group Policy Management in the proxy server and set up security policies in the networks firewall and configurations in their server environment.
  • I operated master consoles in order to monitor the performance of computer systems and networks and coordinated computer network access and use.
  • I configured, maintained and supported Microsoft O utlook for all users.
  • Recommend changes to improve systems and network configurations, and determine hardware or software requirements related to such changes.
  • I also trained support personnel both employees and interns on the technical processes and also in inducting new ICT staff on the core centralized system, its features and functionalities.
  • I analyzed equipment performance records in order to determine the need for repair or replacement of faulty computers, servers, routers, switches, scanners and printers.
  • I gathered data pertaining to user needs, and used this information to identify, predict, interpret and evaluate system and network requirements to meet the user needs.
  • I planned, coordinated and implemented network security measures in order to protect data, software and hardware, perform data backups and disaster recovery operations.
  • Performed routine network startup and shutdown procedures, and maintain control records.
  • Designed, configured, and tested computer hardware, networking software and operating system software.
  • I also researched new technology, and implemented it or recommend its implementation.
  • Maintained a detailed inventory of parts for emergency repairs.
  • Coordinated with venders and with company personnel in order to facilitate purchase of hardware.

Confidential

System s Administrator in the ICT Division

Responsibilities:

  • I was a team leader in the implementation of the branch-wide Active Directory Project which included server and PC setups, migration, post implementation support and training of branch staff.
  • I also trained other support personnel both employees and interns on the technical processes and also in inducting bank staff on the new centralized system’s features, functionalities and advantages.
  • I performed data recovery for accidentally lost or deleted data, password recovery for forgotten Windows and Linux operating systems and hard disk repair.
  • I did Network programming for switches using the remote connectivity tool-hyper terminal for all the branches.
  • I monitored network connections, ensuring TCP/IP connectivity and assessing the networks vulnerability using Security Administrator’s Integrity Network Tools. This I did hand in hand with the ICT Security Manager.
  • I configured, maintained and supported Microsoft e-mail outlook for all users at National Bank of Kenya, Head Office and Branch wide.
  • I also administered the Group Policy Management in the proxy server and setting up security policies in the networks firewall.
  • I provided system support country-wide for the various applications used by the bank e.g. Bankmaster, Branchpower, BFUB, SMS Banking, Per-pay, Signature Capture, Moneygram and Western Union.
  • I also installed various operating systems and other software applications including Unix/Linux, Windows XP, Windows 7 and Windows Server 2003/2008 Operating systems.
  • I also did troubleshooting of faulty computers, servers, scanners and printers.

Confidential

Information Technology Support

Responsibilities:

  • I monitored network connections, ensuring TCP/IP connectivity and assessing the Network’s vulnerability using Security Administrator’s Integrity Network Tool.
  • I also did first level support for all users in the head office and the seven branches countrywide.
  • I was responsible for the installation, maintenance and support of all the computers, printers, other peripherals and their software.
  • I also ensured smooth operation in all terminals within the Local Area Network.
  • I made data and information backups and ensured they were stored safely. I gave advice on acquisition of hardware and software used by the organization.
  • I configured, maintained and supported Microsoft e-mail outlook for all users in the organization.

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