SUMMARY:

• Over 15 years’ experience with local and wide area networks
• Over 10 years’ experience with trouble shooting and break fix of computer hardware and peripheral
• Technical projects with small, medium and large scale size.
• Remote access software including Active Directory, PC anywhere, VNC viewer and RDP.
• Worked with various ticketing systems such as Remedy
• Knowledgeable of EDI Services and support

EXPERIENCE:

Customer Engineer

Confidential

Responsibilities:

• Break/Fix of desktop, laptop, printers and scanners
• Imaging and setup of equipment
• Application distribution with Altaris
• Active Directory assistance
• Remote software usage pc anywhere, VNC viewer, RDP
• Troubleshooting Windows OS, Outlook, and Microsoft App issues
• Ordering and replacement of parts
• Backup and transfer of data
• Upgrade and Migration of equipment from XP to Windows7

Confidential

Desktop Support

Responsibilities:

• Imaging and Encrypting
• Data transfer
• New user setup and moves
• Support of applications and share point
• Administer AD and Check Point
• Support printers, IP phones and conferencing equipment

Confidential

Responsibilities:

• Break/Fix of desktop, laptop, printers and scanners
• Imaging and setup of equipment
• Application distribution with Altaris
• Active Directory assistance
• Remote software usage pc anywhere, VNC viewer, R, Outlook, and DP
• Troubleshooting Windows OS Microsoft App issues
• Ordering and replacement of parts
• Backup and transfer of data
• Upgrade and Migration of equipment from XP to Windows7
• McAfee Encryption

Confidential

Desktop Support

Responsibilities:

• Image and deploy Computers to Confidential specifications
• Break Fix Repairs of PC, Laptops and Laser Printers
• Provide desktop support for PC’s printers and projectors
• Repaired SCCM during imaging when needed
• Data and File transfer
• McAfee Encryption

Confidential

Desktop Support

Responsibilities:

• Configured Computers for deployment
• Imaging and file transfer of hard drive
• Remote Assistance and Active Directory

Confidential

Helpdesk Analyst

Responsibilities:

• Resolved inbound Confidential Employee service requests via email, instant message, and/or telephone
• Supported Confidential employee transition from IBM Same time to Microsoft Office Communicator
• Supported Confidential employee transition from Windows XP to Windows 7
• Provided Microsoft Outlook and Microsoft Office Communicator support to employees internationally
• Correctly routed and escalate cases to the appropriate escalation group(s)
• Tracked issues, problem - diagnosis, and solutions accurately via Ticketing software and email
• Used the Confidential I.T. knowledgebase, the intranet, and the internet to research issues
• Communicated problem-solving strategy with the team-leads for submission to the knowledgebase

Confidential, Columbus Ohio

Field Technical Representative

Responsibilities:

• Responsible for unit level repairs on HP products
• Travel within The region for contractual and warranty repairs
• Time Management, Parts ordering and Customer Service
• Configure transfer and image machines with company logo and software using ghost and SMS software
• Install drivers and upgrade firmware for any peripheral equipment using product software
• Troubleshoot Ethernet and wireless connectivity issues and assist with network admin issues