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Technical Support/ Desktop Resume

Durham, NC

SUMMARY:

  • Team player seeking challenging opportunity as a technical trainer and/or technical support specialist/consultant.
  • Ability to staff help desk and provide remote level one thru three support to user community for all currently used applications.
  • Strong interpersonal and organizational skills with the ability to multi - task and prioritize in a rapidly changing IT environment.
  • Fourteen years of community college technical teaching experience coupled with twenty years experience in applications development and hardware/software expertise on a variety of hardware platforms.
  • Tier one & two level response for user support and problem resolution.
  • Maintain and trouble-shoot hardware and software problems.
  • Coordinate the administrative activities required to support complex local area networks including configuration, training, installation, maintenance, support, and documentation of hardware/software logs and operating procedures.
  • Provide support on site and maintain accurate and timely records of all problem tickets assigned using any call management system.
  • Document problem resolution through troubleshooting. Monitor server performance, network capacity and security issues.
  • Coordinate basic user administration and provide support for all infrastructure enhancement projects.
  • Site Installation of Ethernet hubs, Cisco routers, DSL & cable modems, LAN cards, Symantec Firewall/VPN security boxes.
  • Experienced in build, upgrade, and repair of PC & Compatibles and Computer consulting support.
  • Installation of printers, scanners, and other PC peripherals.

TECHNICAL SKILLS:

Software: Site Installation of various operating systems including Windows 98/2K/XP/Vista/7, Mac OS X, Network operating systems including Novell Netware, IBM Token Ring, Microsoft Windows NT/200X Server. Trend and Norton Anti-virus, Ghost & Zenimage imaging software, multiple Cots software. Expert knowledge of MS Office Suite including MS Outlook, Calendar, and Exchange Email.

PROFESSIONAL EXPERIENCE

Confidential, Durham, NC

TECHNICAL SUPPORT/ DESKTOP

Responsibilities:

  • Provides tier - one and tier- two technical support to the est. of 1,100 members of the Confidential community by facilitating requests via email, walk-up and phone.
  • Owns day to day management of desktop requests, managed through Remedy ticket system.
  • Troubleshoots issues with laptop and desktop computers pertaining to hardware and software.
  • Performs in-place imaging of Dell machines using ZenImaging software.
  • Assists faculty with classroom technology set-up or technical issues within the classroom.
  • Experience with Microsoft Active Directory with Group Policy.
  • Responsible for printer maintenance and maintaining supply inventory for forty-two (42) Lexmark T656, X658 and X864 model printers.
  • Experience supporting most model laptops using Mac OS X (up to v9.2) and Windows (XP, Vista, Windows 7 Professional and Enterprise, 32 and 64-bit) operating systems.
  • Utilizes VMWare and Boot Camp to create Windows OS on Mac OS X.
  • Provides user support for various software applications (Microsoft Office 2010 suite, Adobe Professional X).
  • Provides support for most model smart phones (Android, iPhone, BlackBerry). Troubleshooting wireless connectivity, hardware issues. IMAP set up for various email accounts, Exchange set up and configuration via Activesync. Configures BlackBerry device/ activation on BlackBerry Enterprise Server for Exchange accounts.
  • Troublshoots/supports and configures email applications such as Thunderbird, Entourage, Mac Mail; Exchange email accounts via Outlook 2010 (both auto discover and manual configuration) and 2011 clients, as well as Outlook Web Access.

Confidential, Raleigh, NC

TECHNICAL SUPPORT TIER 1 ADVISOR

Responsibilities:

  • Provide Level 1 technical phone support for the Apple Iphone to its multi million user customer base.
  • Help advise and trouble shoot immediate technical issues.

Confidential, Durham, NC

INFORMATION SYSTEMS CONSULTANT

Responsibilities:

  • Provide Level 1 & 2 technical support to various organizations in need of these services at the PC, LAN/WAN, Instructional, & Hardware Upgrade areas on a consulting basis as described above.
  • Used Homestead web page development software, SQL command language for database inquiry.

Confidential, Raleigh, NC

CONVERSION ANALYST/TEST ENGINEER

Responsibilities:

  • Primary responsibilities included software testing for compliance, development of test plans, test scenarios, test scripts, and recommending design changes .
  • Performed independent verification and validation.

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