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Senior Desk Side Support Representative/senior Escalations Rep Resume

SUMMARY

  • A highly motivated technical support professional, strong verbal, listening and written skills, comfortable in interacting with all levels of the organization and the public and able to negotiate and problem solve quickly, accurately, and efficiently as a Help Desk Analyst.
  • I have been trained to troubleshoot and support printers; HP/Dell/Lexmark and Multi - Function Printers, replace and fusers, rollers, maintenance kits and etc.
  • Experienced in; All functions of Data Center Operations, HW/SW, Helpdesk, Desk Side Support, Desktop Support, Desktops, Laptops, Troubleshooting Networking Connectivity issues and Break-fix.
  • In addition, I have aided in PC Rollouts/Software Rollouts through Active Directory & SCCM, Bit Locker Administration as well as MDT (Microsoft Deployment Toolkit), Symantec Ghost software, inventory and warranty compliance.
  • Another part of my training included mobile devices, configuring email and ensuring network connectivity to Droids, Blackberry, iPhones and Tablets supporting American Airlines. I have had extensive CCNA training through Vlan/Lan-Wan Professional Boot Camp configuring protocols for Cisco Routers & Switches. I have also had extensive training installing, configuring and testing SQL Server 2008 & 2012.
  • Experienced using remote utilities to support end-users. Proficient in Microsoft Windows Operating Platforms XP, 7, 8 & 10 Apple OS/Mountain Lion Microsoft Office 2003/2007/2010/2013/2016. Looking for a position commensurate with my education and experience.

TECHNICAL SKILLS

  • Installation, configuration, testing, deploying, management of MS Windows 2010, 2008 & Win 7/Exchange Server, 2010 & 2013 as well as Skype for Business 2010/2013 including SQL Server 2008 & 2012 with Office 365/Install Virtual Servers via VMWARE by EXCHANGE HUB up to configuring Red Hat Linux 9.0, Ubuntu, Fedora Core X, Cisco IOS, Apple Mac 10X, MS Office for MAC & networking for PC LAN & VLAN, VOIP.
  • Troubleshooting hardware and software problems in a network environment including Intel x86 PC’s, Cisco routers, hubs, switches, MS Office 2010, 13 & 16. Internet Explorer, MS Visio, Application Installation & Testing
  • Able to upgrade PCs, both hardware and software. Monitor Utilities Raised Floor Water/Air/Physical Security
  • Proficient in Windows 10, 8, 7, XP, 2000 Enterprise, MS Office suite 2003, 07, 10, 13 & 16 and some applications for managing and maintaining MS Server 2003, 2008, 2012 R2, SQL Server 2008 & 2012. Operation and Maintenance of Tivoli Storage Manager, Oracle E-Business Suite, Sales Force, HPAM
  • Installation of components related to desktop and laptop computers, hardware and software and configuration.
  • Restoring Operating System images to multiple computers Confidential one time utilizing Microsoft Server, Open source Clone system Confidential Clonezilla server, Symantec Ghost & performing image wiping on multiple computers with “G DISK”

PROFESSIONAL EXPERIENCE

Confidential

Senior Desk Side Support Representative/Senior Escalations Rep

Responsibilities:

  • Provides 3rd and 4th Tier support, coordinating timely resolution of problems related to computing hardware and software, meeting defined client SLA’s.
  • Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques.
  • Performs desktop system administration, system tuning, problem analysis and hardware/software upgrades.
  • Develops administrative policies, documentation and procedures to ensure that company assets are properly maintained and operated.
  • Create, test and install OS’s utilizing Symantec Ghost, configure and manage new users using SCCM & AD.
  • Completes project plans, documentation needed for equipment configuration, hardware/software installation and asset management in established timelines

Confidential

Desk Side Support Representative

Responsibilities:

  • Provides 3rd and 4th Tier support, coordinating timely resolution of problems related to computing hardware and software, meeting defined client SLA’s.
  • Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques.
  • Performs desktop system administration, system tuning, problem analysis and hardware/software upgrades.
  • Develops administrative policies, documentation and procedures to ensure that company assets are properly maintained and operated.
  • Create, test and install OS’s utilizing Symantec Ghost, configure and manage new users by the use of SCCM, AD.
  • Completes project plans, documentation needed for equipment configuration, hardware/software installation and asset management in established timelines

Desktop Support Technician

Confidential

Responsibilities:

  • Provides 2nd and 3rd Tier support, coordinating timely resolution of problems related to computing hardware and software, meeting defined client SLA’s.
  • Responsible for monitoring and responding to technical hardware and software problems utilizing a variety of testing tools and techniques.
  • Performs desktop system administration, system tuning, problem analysis and hardware/software upgrades.
  • Develops administrative policies, documentation and procedures to ensure that company assets are properly maintained and operated.
  • Create, test and install OS’s utilizing Symantec Ghost, configure and manage new users by the use of SCCM, AD.
  • Develop strategies for reducing TCO while supporting and maintaining entire desktop/laptop life-cycle
  • Performs client system administration, tuning, problem analysis and hardware/software upgrades.
  • Develops administrative policies, documentation and procedures to ensure that company assets perform optimally.
  • Coordinates the timely resolution of problems related to client/server computing hardware and software
  • Performs site preparation for the system installation Confidential the client location.
  • Develop and implement computing standards and policies to ensure desktop environmental integrity.
  • Conduct/participate in meetings with the business clients and support teams to establish/validate project timelines.
  • Determine training needs and develop system administration guidelines tailored to the work environment.
  • Coordinates the delivery, configuration, and staging of client hardware/software to meet technical specifications.
  • Complete documentation needed for inventory and installation planning.
  • Maintain asset management database: includes client profiles, system configuration, and hardware/software inventory.

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