Technical Support/ HelpDesk Resume

TECHNICAL SKILLS:

Hardware: IBM 370/148; AS400; Hewlett Packard 3000 series; iPhone, Android, and Blackberry devices. VPN setup and .

Applications: Thomson One; Citrix; Novell Netware; DameWare; PC - Duo; LANDesk Remote Control; MSOffice Professional Suites; Lotus Notes; MS Outlook; WordMail; MS-CRM, HEAT, Service Now and SCOPUS Call Logging. (Sygate; Symantec; McAfee, etc., firewalls, antivirus and antispyware packages). Terminals.

Operating Systems: Active Directory; Windows 7; XP; NT; 2000; EDOS/ VS; Spectrum Menu Drive Back Office; Pick Basic; Microsoft Server 2003 and 2008.

PROFESSIONAL EXPERIENCE:

Technical Support/ HelpDesk

Confidential

Responsibilities:

Under contract to Confidential, Email and Phone HelpDesk Support of Confidential Developers and State Users.
Confidential would forward tickets to my team as 2nd Level Support to assist users with new applications and systems.
As a Help Desk Analyst, provided information in developing Microsoft CRM to support the Development team in tracking and fixes.
Moved and assigned profiles of Developers and Users from Test Domains to Production.

Active Directory-Service Desk

Confidential

Responsibilities:

Email and Phone HelpDesk Support of Confidential .
Heavy Outlook support and Microsoft Office 2007 & 2010.
ServiceNow to track and assign issues to appropriate groups.
Remote Access to Users to Install, reconfigure I.E., re-map drives, VPN support and reattach network printers.
Supported Blackberry, iPhone and Android devices.
Active Directory account administration such as enabling, disabling, and resetting accounts and mailboxes
Remote access to network printers to identify and repair issues.

PC Support Specialist/ Helpdesk

Confidential

Responsibilities:

Installation of many types of software: Citrix, SMS, PL/ SQL Developer, Enterprise Administrator Client Software, PeachTree/ Sage, etc.
Tested software packages for effectiveness and functionality.
During Deployment, End Users archives, favorites, and position specific software and printers would be installed on new PC.
S (Continued) olved Outlook/Exchange configuration issues such as permissions, shared Outlook Mailboxes, email rules, data migration, etc
Remote installations were routinely performed using RDP and DameWare.
Routinely assigned certain Permissions to Field Auditors, Developers and Supervisors.
Installed RAP and Audit Access Apps for Oracle and MS Access.
Strong knowledge in remote LAN connectivity support including VPN technology
Instructed users on VPN access.

Consultant/ Help Desk Analyst

Confidential

Responsibilities:

Citrix Management Console used extensively to resolve application issues.
Active Directory Management and HEAT ticketing system were used to manage client accounts and detail fixes.
LANDesk Remote Control to access, repair and/ or install Applications on PCs and Blackberry.
Performed Password Resets. Printer Restarts.
Active Directory account administration such as enabling, disabling, and resetting accounts and mailboxes
Resolved TCP/ IP and Proxy Settings through Internet Explorer.
Resolved Issues of Virtual Private Network (VPN) clients.
Analyzed and Resolved Blackberry tethering and installation problems.
Supported UPS Drivers with DIAD issues.
Support of Users Migration from Lotus Notes to Outlook on their Laptops and BlackBerry.
Monitored and Resolved Site Outages. Contacted NOC and carriers for information to aid in resolving Outages.
Monitored and Tested access to Confidential -1 and the backup ISDN lines to Sites.

PC Support Specialist/ Helpdesk

Confidential

Responsibilities:

Member of a team supporting Confidential Associates in a Novell, NT Server and Mainframe environment.
Client Calls were logged using Scopus ticketing.
Assisted Clients in Corporate Migration from WordMail to Lotus Notes.
Constantly monitored network connections and assisted end users experiencing problems such as: connection and protocol issues, mainframe and Novell password resets, MSOffice Professional applications.
Installation of applications, setup, packaged and shipped PC’s for Department of Health and Social Services.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship