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.