SUMMARY

• Twenty plus years experience in Help Desk / Desktop Support environment. Have worked with, Windows 95/98, NT, 2000, XP, Vista and Windows 7 Professional (recently completed Windows 7 rollout) MS Active Directory; have also supported MS Office 97, 2000, XP, 2003 and 2007, and 2010 Windows XP Virtual PC, Citrix web clients, Ghost and Alteris imaging software, SMS,SCCM, Dame Ware, and MS Remote Desktop remote access software and other proprietary applications such as VPN’s. Background includes knowledge of TCP/IP and troubleshooting of Desktop, Laptop and Network Printer connectivity.
• Email issues both Outlook 2003, 2007 and Lotus Notes (participated in email migrations) on a local and remote basis. Supported numerous peripheral devices Network Printers, Scanners, Blackberries and Palm Pilots, also performed minor hardware support (memory and hard drive upgrades, replaced power supplies). Presently pursuing MCSA Certification

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Confidential

Responsibilities:

• Provide IT support both hands on and remote
• Troubleshoot all workstation issues both hardware and software and network issues
• Service and document all Incident and request tickets in accordance with SLA's
• Install, configure and support all software applications
• Provide minor Hardware support such as maintenance of network printers, minor support on both Desktops and Laptops
• Order and return parts in accordance with company policy

Desk Top Support Tech

Confidential

Responsibilities:

• Respond and trouble shoot to all level ll incident & request tickets in Service Now ticketing system
• Image new laptop & desk top computers using Altiris, transfer user data using Windows USMT tool
• Responsible for all IMAC's
• Installed and configured all software packages and peripherals (printers, scanners etc.)
• Trouble shoot all PC & network printing issues
• Trouble shoot all Outlook email issues connectivity issues
• Trouble shoot minor hardware issues

Migration Tech

Confidential

Responsibilities:

• Configure 3270 terminal emulation software
• Configure Outlook email application for exchange server, setup Data Files & Signature Files
• Install and configure additional applications as needed
• Install and configure network printers and peripherals
• Configure web browser security and privacy settings, insure correct version of Java installed Provide general post migration support

Win 7 Migration Tech

Confidential

Responsibilities:

• Capture and transfer user data from older computer or laptop to new computer or laptop using MS - USMT utility
• Install and configure applications (Oracle installation and configuration, Java installation, Proprietary software installation)
• Provide technical support for all applications and hardware peripherals post migration
• Provide level two helpdesk support to end users via telephone and remote network access
• Open, Document, Close or Escalate all incoming help desk calls using “Service Now” ticketing system
• Troubleshoot network connectivity issues, application support issues, email issues, network printing issues
• Provide remote VPN support both setup and connectivity
• Install and configure applications remotely using SCCM advertised programs to push applications
• Install new hardware (printer, scanners) remotely via Dame ware remote access application
• Supported all hand held devices (Ipads, Iphones, Blackberrys) Activation setup email setup and trouble shooting
• Used Active Directory to add and remove users and computers from teh domain

Win 7 Migration Tech

Confidential

Responsibilities:

• Migration Project from Windows XP to Windows 7
• Image new laptops using SCCM
• Capture and transfer user data from older laptop to new laptop using MS- USMT utility
• Provide technical support for users post migration

Desktop / Helpdesk Support

Confidential

Responsibilities:

• Built Virtual machines from templates in virtual environment ”using VMware and VSphere”
• Post installation troubleshooting of both virtual machines and Wyse terminals (incident tickets)
• Configure and install wise terminals into virtual network environment
• General troubleshooting of any connectivity issues involving wise terminals on teh virtual network
• Remotely install software onto Virtual Machines using Altiris Software Deployment Server

Desktop / Helpdesk Support

Confidential

Responsibilities:

• Provided level two technical support to end users both remote and hands on utilizing Remedy ticketing system insuring SLA compliance
• Imaged both laptops and desktops with both Windows XP and Windows 7 images and migrated users data( using MS USMT tool)
• Install, configure and support software applications
• Supported Lotus Notes Email applications
• Supported network printers
• Performed minor hardware upgrades and repairs on Desk Tops and Laptops

Desktop / Helpdesk Support

Confidential

Responsibilities:

• Provided level two technical support to end users both remote and hands on utilizing HP service mgr. ticketing system
• Imaged both laptops and desktops with windows 7 image and migrated users data
• Installed configured and supported user applications
• Supported Outlook Exchange Email applications
• Performed limited system administration via SCCM (adding and removing users and computers from domain, mapping network drives for remote users)
• Supported network printers, Performed minor hardware upgrades and repairs

Remote E worker Support

Confidential

Responsibilities:

• Supporting approximately 750 users
• Troubleshoot all VPN connectivity issues (involved TCP/IP and Liaison with Comcast)
• Work all e worker level two incident and user request tickets to completion using SCCM remote access (meeting all SLA’s)
• Monitor and maintain e worker incident ticket queue to insure SLA compliance
• Image, configure, and transfer user data to all new laptops for both new and existing e workers
• Install and configure all hardware (printers and Scanners) and software applications remotely
• Manage e worker user accounts using Active Directory
• (Involved, granting Admin privileges to users. Adding and removing users and computers from teh domain, Changing user group memberships, unlocking user Accounts)
• Support and maintain e worker cubicles for e worker temporarily working on site (involved patching network jacks, installing network printers and other Peripherals)
• Configuring and supporting blackberry mobile devices(involves requesting account creation, installing activation codes and device trouble shooting)