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Help Desk And Support Resume Profile

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COMPUTER SKILLS

Software Altiris 32 bit Console/ Deployment Web Console AnyConnect Blackberry Bold Tivoli Remote Desktop Tools Remote Tools Console Aruba Wireless Solutions RDC remote desktop connector PC Anywhere MS Office Communicator NetMeeting Adobe Acrobat Symantec Antivirus Symantec Endpoint Protection Dame Ware Active Directory VPN KISAM Lotus Notes CustQ Interchange Magic Service Desk 7.5 WebEx Mainframe 3270 Peregrine Service Center Certificate Manager NetView Exchange 5.5/ 2000 Microsoft Office XP/2003/2010 Outlook Express/2003 RGS ICS IMS Adobe Q-Matic TAC BNA IEWS CCH ICS

Operating Systems Novell Netware Windows 95/98/NT 4.0/2000/XP/WINDOWS 7 OS X Ubuntu

Hardware Desktops Laptops Tablets IPAD Samsung Surface Pro3 MACs blackberry IPhone 4s 5 5c and 5s Printers PDA s NIC card hubs CISCO switches 3845/2940 and routers 3750

Networking TCP/IP LAN/WAN ADS DFS IPv4 IPv6 VoIP Routing and Remote Access Services Wireless VPN virtual private networks Proxy Windows Installer SMTP DNS WINS DHCP IP Addressing Subnet Mask Netbeui IPX/SPX FTP HTML

Programming Languages COBOL C C Visual C Visual Basic Java Script HTML Linux and UNIX

Miscellaneous Excellent Customer Service Skills Strong Project Management Communication and Completion skills Federal Security Clearance.

PROFESSIONAL EXPERIENCE

Confidential

Desk Side SUPPORT

  • Team lead of A2B remote migration team for nation-wide windows 7 migration project.
  • Conducting migrations software push and machine imaging using Altiris 32bit console and web console.
  • Analyze and resolve network system issues relating to software applications hardware PC s laptops printers scanners etc. drivers and system upgrades.
  • Troubleshoot and repair Break/Fix various network portable and local printers HP Lexmark and Xerox .
  • Troubleshooting and resolving level I II and III customer related software and hardware issues which require analytical and problem solving skills in accordance with established policies and procedures in a timely manner.
  • Diagnosing and resolving advanced customer incidents relating to various devices such as desktops laptops printers and hand-held devices HP Dell Lexmark Blackberry Xerox
  • Responsible for diagnosing and / or resolving problems in response to customer reported incidents via trouble tickets.
  • Provide account management support client connectivity support and client application support.
  • Configuration programing and troubleshooting of CISCO routers and switches.
  • Perform Emergency data backups recovery and transfers.
  • Implemented Encryption File System on sensitive user data in XP/Windows 7 Environment.
  • Installation and support of Q-Matic software and hardware
  • Install configure and troubleshooting VPN and wireless networking issues relating to XP and Windows 7 platform for 100 000 field agents.
  • Providing on-site and remote technical support and systems administration for over 100 000 users User levels Executives and Senior Leaders .
  • Courteously educate users of proper software and hardware usage and maintenance.
  • Supervise and train new temporary and full-time employees in the proper ways of troubleshooting technical issues.
  • Installation and support of blackberry devices Sprint Verizon and AT T .
  • Imaged and cloned using Ghost Server client hard drives.

Confidential

Desk SIDE /PRINTER SUPPORT Technician

  • Troubleshoot and repair PC s and laptops IBM s Compaq s and Dell s .
  • Provided comprehensive desktop support for 500 users.
  • Maintained log of user inquiries and problems to streamline ticket resolution process and escalating ticket to appropriate areas for advanced problem resolution.
  • Troubleshoot and repair network portable and local printer problems Lexmark and HP .
  • Analyzed and resolved network system issues related to software applications hardware PC s laptops printers scanners etc. drivers and the system updates.
  • Provided intermediate technical support for users of Novell NetWare and Lotus Notes.

Confidential

Hardware Support/senior printer Technician

  • Provided comprehensive hardware support for up to 1000 users.
  • Provided comprehensive knowledge of desktop portable and network printers.
  • Troubleshoot and repair PC s and laptops Dell IBM and Compaq s .
  • Break/Fix Troubleshoot and repaired network and local printers HP Lexmark and Xerox .
  • Performed hardware PC laptops and printers installations and ensuring optimal performance
  • Analyzed and resolution of network system issues relating to hardware and system upgrade.
  • Configured installation and maintenance of Bloomberg PC s

Confidential

Helpdesk ANALYST LEVELS 1 and 2

  • Provided 100 phone support for 5000 users with technical issues.
  • Phone support for users of DOS Windows 95/98/NT 4.0/2000/XP and MAC OS 9 and 10.
  • Maintained log of user inquiries and problems to streamline ticket resolution process. Escalate to appropriate areas for advanced problem resolution.
  • Implemented mandatory user profiles to client s computers.
  • Troubleshoot basic network and local printer problems Lexmark and HP .
  • Troubleshoot common client mainframe application problems.

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