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Desktop Support Technician/network Administrator Resume

Norwell, MA

PROFILE:

Energetic, extremely motivated IT and Audio Visual Professional seeking a position which complements and utilizes my advanced IT Technical Support, Audio/Visual Conferencing, Business and Customer Relations skills to assist an organization in meeting its goals.

SUMMARY OF QUALIFICATIONS & SKILLS:

  • Strong analytical and decision - making skills
  • Strong interpersonal and organizational skills
  • Outstanding customer relations skills
  • Proven ability to manage multiple tasks successfully
  • Creative and detail oriented
  • Flexible, with the ability to work well independently and as a member of a team
  • Accomplished at using creativity in practical applications
  • Bilingual - English/Spanish (semi-fluent)
  • Highly accomplished at all major computer operating systems and their programs and applications. Including mobile devices: BlackBerry, iPhone and iPad.
  • Dynamic, goal - oriented IT Professional who excels in a high-energy environment

AREAS OF SPECIALIZATION:

  • Microsoft Windows OS (95 - Windows 7), Windows Server (2005-2008), Macintosh OS X/OS 9
  • Desktop Support/Network Administration
  • Hardware/Software Installation and Configuration
  • Break fix
  • WAN/LAN/voice-over IP
  • Audio/Visual Production and Support
  • Domain Administration
  • Active Directory
  • Symantec Endpoint Encryption (SEE)
  • Guardian Edge Encryption
  • PeopleSoft (Database Administration)
  • Seibel Database Systems (Public Sector)
  • Remedy Action Request System
  • Network Server Imaging/Ghost
  • Microsoft Office 2003-2010
  • Citrix Networking/Server Farm
  • Altiris Remote Desktop tool
  • Cisco Systems (VOIP Telecommunications/VPN)
  • Exchange: EAS/PKI
  • IBM Lotus Notes E-mail Client

PROFESSIONAL EXPERIENCE:

Confidential, Norwell, MA

Desktop Support Technician/Network Administrator

Responsibilities:

  • providing excellent customer service to thousands of federal government employees and contractors on all hardware/software and TCP/IP network related issues.
  • Supporting several Veterans Health Administration (VHA) offices, departments and locations.
  • Daily responsibilities include, but are not limited to: hardware/software troubleshooting, TCP/IP networking, Active Directory 2008 administration, laptop encryption using Symantec Endpoint Encryption (SEE), Citrix WAN configuration/administration, server farm analysis, Cisco VPN configuration, Big Fix, network server imaging of PC workstations and laptops, laptop and workstation deployment and provisioning, Remote HW/SW troubleshooting using various tools, office relocations/moves, PKI certificates support (import/export, etc.), Microsoft Outlook support/configuration and troubleshooting, Network Administration, Cisco client configuration (wireless, etc.), hard drive wiping, monitoring the Remedy Service Desk/ Ticketing System and transferring to other groups when appropriate. Installing and troubleshooting local/network printers and scanners. Regularly completing various other duties as necessary.

Confidential, Rosslyn, VA

Desktop Support Engineer

Responsibilities:

  • Desktop Support Engineer providing at-desk, phone and email support to users of computer hardware and software, peripherals, as well as with fixed and mobile phones.
  • Reported to the IT Services Manager under the Director of Operations and Engineering.
  • Responsible for performing at-desk/bench analysis, diagnosis and resolution of laptop, desktop, phone and printer issues; installation, configuration, maintenance and troubleshooting PC and Mac hardware/software.
  • Outlook .ost repairs/rebuilds.
  • Configuring Outlook user profiles, and performing all Outlook file backups to servers for HR/legal holds purposes. Basic troubleshooting and configuration of BlackBerry, iPhone, Palm and Windows Phone handheld devices. Performed asset management duties on a regular basis using Numera’s TrackIt.

Confidential, Annandale, VA

IT Help Desk Technician

Responsibilities:

  • responsible for providing support to all Faculty, Staff and Students of Confidential (all campuses) via email, phone, and electronic live chat, perform various IT related functions such as: continually checking all web portal/network performance and functionality.
  • Providing front-line advice service to end-users on software and hardware related issues PC/Mac, Performing first-level diagnosis of customer issues, maintaining high first-call resolution rate.
  • Opening and taking ownership of incidents and service requests using SmarterTrack Ticketing System; tracking issues until resolved.
  • Escalating issues as required.
  • Managing telecommunication systems accounts (Cisco Systems). LAN accounts administration in an Active Directory environment.
  • Microsoft Exchange mailbox/group creation/supporting both in network, and Outlook Web Access, database administration using PeopleSoft, Server Farm analysis on an hourly basis, and reporting outages and other issues in a timely fashion.
  • Apple iPhone/iPod Touch devices troubleshooting and support. Performing other technology support duties as needed.

Confidential, McLean, VA

Copyright Help Desk Technician

Responsibilities:

  • Performed various IT related functions such as installation and support of hardware and software, PC setup and deployment, created work orders, tracked inventory and weekly reporting for project assistance.
  • Provided front-line advice service to end-users on software and hardware related problems, performed first-level diagnosis for customer issues maintaining high first call resolution rate. Opened, tracked, and took ownership of incidents and service requests.
  • Managed customer communications and set appropriate expectations, moderate database administration using Siebel, and Active Directory, performed other technology support duties as required.

Confidential, McLean, VA

Help Desk Analyst

Responsibilities:

  • Created, tracked, resolved and closed trouble tickets using Remedy Action Request System.
  • Researched customer issues in an effort to provide the best possible resolution.
  • Proactively went about tracking customer issues (root cause analysis) to better anticipate possible trends; thereby, cutting the resolution time considerably.
  • Maintaining an extremely professional, personable, can-do attitude at all times.
  • Continually augmented my personal knowledge base in all areas of technology to better serve customers.

Confidential, Alexandria, VA

Production Assistant/IT Consultant

Responsibilities:

  • Provided Audio Production and Redbook Mastering for national and local recording artists, some software tools
  • Provided PC technical support services and IT solutions for small business clients supporting their mission-critical projects and helping them serve their clients more efficiently and effectively. Responsibilities included, but were not limited to: assisting in digital audio recording/mixing sessions; CD duplication and mastering; and setting up instruments for recording sessions.
  • Clerical duties included: scheduling clients, preparing invoices, collecting payment for services rendered and accounts payable.
  • IT/tech duties included: installing, configuring, upgrading, and maintaining computer hardware/software (Mac and PC) throughout each of the studios.

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