SUMMARY:

Motivated computer professional with more than 15 years in computer installation, repair andmaintenance. Experienced in all aspects of hardware, software, and operating systemsmaintenance and repair. Possesses in - depth knowledge of advanced diagnostic techniques. Customer service-oriented and committed to resolving problems for customers quickly andaccurately to reduce downtime and increase productivity.

SKILL:

Hardware support and troubleshooting Report generation Team leadership Virus and spyware removal Problem resolution Process improvements Advanced troubleshooting Computer diagnostics and repair

EXPERIENCE:

System Analyst Associate

Confidential, Camp Hill, PA

Responsibilities:

• Assist in the pre-implementation troubleshooting of new applications and application upgrades.
• Test programs to validate results.
• Develop documentation for conventional processes for both support staff and end-users.
• Perform data collection for problem analysis, including interviews with relevant personnel.
• Analyze documents, files, reports and other application related workflows.
• Organize information in accessible project files and maintains tables and master files.
• Document existing procedures, change control process and other operating characteristics.
• Provide input into project plans and assists with the design of new or improved systems including reports.
• Provide support for specific applications possibly requiring 24 hours/7 days per week coverage.

Workstation Analyst Associate

Confidential, Camp Hill, PA

Responsibilities:

• Set up, tested and configured desktops, laptops and printers.
• Resolved technical issues for clients in person, on the phone, and through e-mail.
• Diagnosed, installed, configured and repaired computer systems and software.
• Recommended IT related enhancements to meet both current and future needs.
• Kept current on new technology developments in hardware, software, and techniques within the industry.
• Maintained an accurate list of hardware assets within standard IT database application.
• Provided input into project plans.
• Assisted with the design of new or improved systems including reports.
• Reported project progress to I.T. management as required.
• Provided continuous support for specific applications and systems requiring possible 24 hours/7 days per week coverage, dependent on criticality.

Site Support Analyst

Confidential, Lancaster, PA

Responsibilities:

• One of two employees providing support for over 3500 users across.
• Set up, tested and configured desktops, and laptops.
• Coordinated hardware and software repair processes with outside vendors.
• Resolved technical issues for clients in person, on the phone, and through e-mail.
• Created employee materials and procedures to teach in-house workers proper software and hardware protocols.
• Diagnosed, installed, configured and repaired computer systems and software.
• Designed and maintained images using Microsoft's Deployment Toolkit (MDT).
• Responsible for implementation of new hardware and software inventory program.
• Provided after hours on-call support on a rotating schedule.

Desktop Support Technician

Confidential, Camp Hill, PA

Responsibilities:

• One of eight employees providing support for over 3000 users across PA.
• Set up, tested and configured networks, desktops, laptops and printers.
• Coordinated hardware and software repair processes with outside vendors.
• Diagnosed, installed, configured and repaired computer systems and software.
• Designed and maintained images using Symantec Ghost, WinPE, and MDT.
• Designed software packages for Netsupport DNA that were installed on PCs across the organization
• .Approved Windows Updates for our clients using Windows Server Update Services.
• Troubleshot and fixed connection problems from the PC to the Windows
• Update server so that all PCs get the latest updates available.
• Automated repeatable tasks where possible.
• Provided after hours on-call support on a rotating schedule.

IT Tech Generalist

Confidential, Harrisburg, PA

Responsibilities:

• One of 13 employees providing support for approximately 2500 computers and users.
• Troubleshot hardware issues and worked with service providers to facilitate repairs.
• Resolved technical issues for clients in person, on the phone, and through e-mail.
• Managed requests for software and email moves.
• Designed software packages for CA Software Delivery.
• Reset passwords for various systems.
• Created trouble tickets and assigned them to the appropriate level 2 support group.
• Provided after hours on-call support on a rotating schedule.