Associate Resume

SUMMARY

Excellent troubleshooting and problem resolution skills
Ability to conceptualize nontraditional approaches and solutions
Over Eighteen years of experience in system administration, including needs analysis, solution design and implementation, maintenance and repair of hardware, software, and peripherals
Over Fifteen years of providing friendly and effective technical support via Help Desk or similar, and other environments
Task - oriented, but skilled in developing appropriate relationships with team members and co-workers
Ability to speak to technical issues and capabilities of technology in plain language
Effective communication skills, ability to present information and training to co-workers and senior management

TECHNICAL SKILLS

Operating Systems: Microsoft 2000/XP/Vista and 7.

Software: Altiris, SCCM, Microsoft Office Professional Suite (2003, 2007, 2010). Microsoft Outlook/OWA, Adobe, Autodesk 2013, Lotus Notes, Symantec / McAfee, Citrix, Veritas Backup Exec, MS Project, MS Visio, Service Center, Track-It, Cherwell

Hardware HP/Compaq /IBM Desktops, Laptops and Servers. Cisco Routers and Switches HP, Xerox, IBM Laser and Line Printers.

Networking and Protocols: Ethernet 802.3/802.11 , cabling; TCP/IP, DHCP, DNS, WINS, FTP, Telnet, SMTP, POP3 and VPN

PROFESSIONAL EXPERIENCE

Confidential

Associate

Responsibilities:

Sorted packages for delivery.
Delivered and received packages.

Confidential

Image Technician/Desk-side Support

Responsibilities:

Desk-side Support - Microsoft Windows XP/7, MS Office Professional 2010 Suite.
Image Desktops and Laptops Via Altiris.
Migrated over 500 Desktops and Laptops from Windows XP to Windows 7.
Identified applications that were incompatible with Windows 7 and upgraded the product.
Provided onsite training to employees.
Third party patching for many products such as Adobe Reader/Flash/Acrobat/Creative Suites.
Install, test and troubleshoot new hardware and software.
Network printer setup and maintenance.
Active Directory.
Assisted users onsite or by phone with computer and network issues.

Confidential

Desk-side Support Technician

Responsibilities:

Desk-side Support - Microsoft Windows XP/7, MS Office Professional 2003/2007/2010.
Imaged Desktop and Laptops Via SCCM
Extensive participation in the Microsoft Windows XP to Windows 7 Migration project. This included migrating over 300 Desktops and Laptops.
Replaced/upgraded desktops and laptops to meet required hardware standards.
Active Directory

Confidential

Help Desk Technical Support

Responsibilities:

Provided first-level support by assessing and answering all technical related issues from users via e-mail/phone and onsite
Created tickets for user issues and entered them into tracking system.
Troubleshoot ISP’s, browsers, and Microsoft OS XP/7, Office 2007 and 2010 issues.
Provided step-by-step solutions to the caller or used remote access to take control of the computer to remedy the issue.
Ensures that questions and requests were answered and completed in a timely manner.

Confidential

Technical Analyst - Field Support

Responsibilities:

Desktop Support - Microsoft XP/7, Office 2007 and 2010.
Imaged Desktop and Laptops via Altiris
Hardware/Software Upgrades/Configurations and Maintenance.
LAN/WAN Support (On Site/Remote) for Large Warehouse Distribution Centers.
Firmware updates for Network Devices and Printers.
Install and Maintain Wireless Equipment in Distribution Centers - Cisco, Aironet, Symbol and Telxon.
Monitored helpdesk queue for tickets assigned to me to insure quick response to users issues. .

Confidential

Programmer/Analyst

Responsibilities:

Coded, tested, and modified structured programs for Accounting, Inventory, and Administration applications.
Desktop Support / Technical Support.
P.C., Printer Setup/Configurations.
Daily Program/System maintenance.
Preformed preventative maintenance for PC’s and printers.

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