SUMMARY:

Hardworking individual looking for a Help Desk Analyst position within Information Technology. Utilize my training and experience to provide superior production support for computer systems and associated peripheral equipment and to help your organization meet and exceed its business goals.

SKILLS:

Operating Systems: Windows XP, Windows Vista, Windows 7, Windows 8, Windows Server 2003/2008, Active Directory/Group Policy, Windows 9X, 2000, NT, Linux OS, Unix, MS - DOS, Mainframe (VSE/ESA, VTAM, CICS)

Networking: Networking Concepts, Cisco Hardware/Software, Cabling CAT5, Fiber, Routers, Switches, Hubs, Server Roles Active Directory, DNS, DHCP, Ping/Tracert, Telnet, Application Server Exchange, Outlook, File Server, Web Server Apache, IIS, VPN, RRAS, Wireless Networking, TCP/IP, IP Address Subnetting, Ethernet, Print Server, LAN/WAN, T1/T3 Circuits

Hardware: Desktop/Laptop PC, Printers Dot matrix, Inkjet, Laser, Print Servers, Computer Repair, Troubleshooting, Blackberry, UPS (Uninterrupted Power Supply), IBM Mainframe, AS400

Software: Microsoft Office 2003/2007/2010 , Microsoft Project, Microsoft Office Access 2007, Microsoft Visio, Microsoft Visual Basic 2008, Microsoft Excel, Microsoft Word, Microsoft Powerpoint, Microsoft Dynamics CRM 2011, ITSM & Remedy (Help Desk), Project and Change Management, Ghost imaging, Adobe Applications, Wireshark, Fluke, Lucent Technologies QIP, Microsoft Works, Crimson Editor, Notepad ++, HP Openview, HTTP, FTP, E-mail (Microsoft Exchange/GroupWise/Outlook/Lotus Notes), LANDesk, Remote Desktop Connection, LogMeIn, Remote Desktop Connection, Norton Ghost Imaging, Acronis True Image, Lotus Notes, Encore POS, Magento Enterprise, ERP, Automated Call Distribution System, 3CX MyPhone, Citrix Receiver, Citrix XenCenter, Citrix Xenserver/Xenapp, Sharepoint 2010, Google Talk, VOIP Phone

PROFESSIONAL EXPERIENCE:

Confidential, Mechanicsburg, PA

Client Services Agent

Responsibilities:

• Serves as first-line response for inbound customer calls/E-mails with questions/issues
• Create Microsoft CRM cases for each call or E-mail request/issue
• Follow-up with outbound E-mail and phone calls pertaining to customer requests/issues
• Perform remote or onsite server/cloud maintenance

Confidential, Mechanicsburg, PA

Help Desk / Customer Service Representative

Responsibilities:

• Serves as first-line response for inbound customer calls/E-mails with questions/concerns
• Successfully handled 100+ incoming Internet based customer orders/calls/E-mail requests daily from around the world
• Follow-up with outbound E-mail and phone calls pertaining to customer online orders

Confidential, Carlisle, PA

Internet Help Desk Representative

Responsibilities:

• Serves as first-line response for incoming customer calls
• Successfully handled 40-50 incoming customer calls daily from across the country
• Consistently acknowledged for speed, accuracy to details and follow-through on troubleshooting and diagnosing customer’s DSL internet data issues
• Provide superior customer service and technical support

Confidential, Camp Hill, PA

Help Desk

Responsibilities:

• Label Printer Installation
• Retail Store Customer Support (Automated Call Distribution System)
• Perform hardware and software diagnostic procedures (Remote Problem Determination/Problem Resolution)
• ITSM Ticket Update and Closure

Confidential, York, PA

PC Technician

Responsibilities:

• Customer sales and service along with Desktop and Laptop repairs
• Operating Systems re-installs (Windows XP, Media Center, Vista, Windows 7)
• PC Imaging and driver installation
• File Backup/File Recovery, Virus and Spyware removal
• Hard drive replacements or upgrades, memory upgrades, and power supply replacement

Confidential, Hershey, PA

Network Analyst / Network Specialist / Helpdesk Analyst / Desktop Support / Tech Support

Responsibilities:

• Support 5,000+ campus-wide Ethernet LAN/WAN network devices
• Provide installation, configuration, documentation, and support functions (hardware/software)
• Document procedures
• Activate data jacks and ensured proper connectivity
• Configure Cisco routers, switches, hubs, print servers
• Train (3) Network Analysts and On-call rotation in a team environment
• Manage TCP/IP addresses using proprietary software (Lucent Technologies QIP)
• Assist contractors in installing CAT5 UTP cable, fiber optics, and CAT5 patch cables
• Assist with building 20 network closets
• Assist purchasing networking testing equipment and Uninterrupted Power Supply units
• Install/configure PC’s and printers using established proprietary software and standards
• Provide end-user support for hardware & software problems
• Research networking topologies and current industry standards
• Ethernet topology conversion - upgrade wiring, purchase/install Cisco routers, switches, hubs
• Installation, repair and preventative maintenance of personal computer and related systems
• Install and re-install Operating Systems (Windows XP, Media Center, Vista, Windows 7)
• Backup and Restore (Hardware and Software Applications)
• Troubleshoot hardware/software problems along with virus and spyware removal
• Hard drive, Power Supply and memory replacement and upgrade

Confidential, Mount Joy, PA

Rental Agent

Responsibilities:

• Provide superior customer service
• Train (2) Rental Agents
• Maintain and service Rental Department inventory and PC rental proprietary software