Help Desk and Support Resume Profile

Information Technology Specialist

Hard-working focused information technology professional eager to contribute extensive organizational skills. Four years of experience in technical support equally successful in both team and self-directed settings analytical technical and leadership talents toward supporting a dynamic employer in optimizing bottom-line performance.

Areas of Expertise

Network and System Security Security Plus SY0-401 Certification in Progress
Research and Development
Technical Specifications Development
Authentication Access Control
Desktop Support

Technical Proficiencies

Platforms Microsoft Windows Server 2008 R2 Windows XP Windows 7 Windows 8 Linux Red Hat Ubuntu Apple
Networking TCP/IP protocols OSI/ISO
Languages Turbo Basic Turbo Pascal Visual Basic Visual FoxPro
Tools McAfee/Norton Virus Protection Utilities LogMein Enterprise monitor control Team Viewer Remote Support and Online Meetings Burp suite TCPDUMP Network Mappers Ethereal WireShark Windows Log Analysis Microsoft Office Suite Word Excel PowerPoint Access Project Outlook Active Directory Group Policy DNS DHCP Disc imaging GHOST Google Apps for Work MS 365

Professional Experience

Confidential

Google Apps for Work Support Technician

Troubleshoot incoming calls for Google Apps for Work Customers Provisioning New Users and Groups Setting up Permissions Mobile Devices email Setup.
MS Office 365 Admin MS Exchange Online Provisioning New Users and Groups Setting up Security Groups Malware Protection settings Active Directory Public folders Permissions

Confidential

Help Desk Technician

Field inbound phone calls from subscribed customers
Remotely Troubleshooting and repairing windows based computers assist Virus removal maintain and update
Analyze Event Logs Setup Computer Security Firewalls Setup VPN s
Remotely Remarkable experience in Help Desk and technical Customer service resolve user software and hardware issues
Document customer service issues to support technical fixes and escalate for additional support
Bilingual English and Spanish

Confidential

Systems Admin

Back Up Maintenance
Active Directory Group Policy User Rights and Permissions
Event Log Analysis Network traffic Analysis
Oversee development and maintenance of computer systems.
Identify departmental needs and make suggestions regarding technical direction.
Design and implement system security and data assurance.
Configure and install computer systems for other organizations.
Perform random testing of data processing systems
Installing firewalls Monitoring Network traffic

Confidential

Online Support Expert

Provide technical support services to Support Space members and the customers of Support Space Partners Geek Squad .
Troubleshooting Windows machines setting up Printers Virus Removal Software Troubleshooting and Pc Tune-Up
Support Apple End Users tune ups Software installations Printer Setup wireless Troubleshooting

Confidential

Internship

Image IBM ThinkPad laptops Replace and repair components on all laptop peripherals used in the field.
Administrator support using Active Directory and Exchange Server Create email pop accounts on Linux
Built Windows and Linux Servers using VMware
Updates antivirus and software installation.
Network traffic Analysis on existing Networks analyze Event Logs Event Viewer
Handle Client requests including printer problems and network issues.
Engage in all high-level calls including firewall setup infrastructure setup and changes to network insuring the highest level of support.

Confidential

IT Specialist Project for Confidential

Troubleshoot network equipment and connectivity
Supported and set up unattended Install of PC s and worked the issues of failed installs
Support bank personnel in banking locations during conversion

Confidential

Merchandiser

Maintains product in Store racks shelves displays and coolers by identifying replenishment needs
transporting product between backroom and display floor with manual equipment for example pallet jack hand truck
Utilizing hand tools replenishing facing and rotating product building changing and taking down product displays maintaining product signage cleaning product space and securing damaged or defective product.
Maintains areas of responsibility in designated accounts by communicating status and concerns to Store and Company personnel
Identifying and reporting unsafe working conditions
Attending and completing Company training and certifications following Company and Store policies

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