TECHNICAL SKILLS

Hardware: Dell, Gateway, NCR, Toshiba, Packard Bell, Compaq, Sony, Acer, IBM, clones. Experienced and knowledgeable in all forms of hardware necessary to build, service, maintain and operate these machines. Has experience with major computer peripherals such as scanners, fax/modems, Network cards, printers, and media devices.Software Remedy, Avamar Backup and Restore, VMware ESX, Bomgar, Salesforce.com, MS - Office 97, MS 2000-2010, XP, Excel, Access, Outlook 95/97/2000/2003 , Corel WordPerfect, MS-Works, Adobe PageMaker, MS-Internet Explorer, Windows XP Pro Active Directory, and Lockout Tool, Microsoft Visio, MS-Front Page 98, Wingate, WinFax Pro, Microsoft SCCM, Norton Utilities, Norton Antivirus, Symantec Ghost, Adobe Photoshop 7.3, Track-It, large knowledge of most third party shareware and a host of proprietary software.

Operating: MS-Dos 6.22, MS-Windows 3.x, and MS-Windows for Workgroups, MS-Windows 95, Windows 95 version B, MS-Windows 98 & SE, MS, Windows Server 2000/2003/2008 , Windows XP Professional, Windows 7and Macintosh.

Network: MS-Windows 95, 98, NT Workstation, MS-Workgroup & Windows 95/98,Windows 2000/2003 Networking, Cisco routers, MS-Windows Vista Ultimate & Home Premium, Zenworks

Printers: Hewlett-Packard, Canon, Epson, Panasonic, Alps, Lexmark, Okidata, Also have experience with installing dot matrix, bubble-jet, ink-jet, plotters, and laser printers.

PROFESSIONAL EXPERIENCE

Confidential, Minnetonka, MN

NOC Engineer

Responsibilities:

• Provides end user support of all managed IT clients and internal Computex employees.
• Works independently to resolve prioritized requests while maintaining accurate and thorough documentation, complete ticketing history to document analysis, diagnosis, and resolution plus future preventive actions.
• Follows a prescribed trouble-shooting methodology to consistently and efficiently resolve customer requests.
• Recognize and document recurring problems and patterns of problems within the environment.
• Appropriately determines when to escalate to the next level of support.
• Create and maintain knowledge procedures.
• Provides holiday on call support as part of a rotating schedule.
• Experience diagnosing unknown problems with customer software, hardware, or other network issues.
• Proven ability to partner with other support teams on diagnosing issues, introducing new technologies, and facilitating improvement of support desk capabilities to resolve more issues.
• Applying updates to servers.

Confidential, Minneapolis, MN

Desk Side Support Analyst

Responsibilities:

• Installation and maintenance for break/fix of all IT end user hardware for CP internal end users in Calgary, Minneapolis, Winnipeg and Toronto.
• Provide technical support to 3rd party vendor to ensure compliant with COE policies and procedures.
• Install and maintain hardware for new and break/fix services.
• Identify process gaps and initiate corrective resolution.
• Manage and maintain service levels.
• Communicate with customer and manage expectations to mitigate downtime and impact to all operations.
• Monitor & mentor 3rd party supplier in remote and/or un supported locations to ensure timely delivery of hardware and meeting committed service levels.
• Initiate corrective workarounds to ensure Service Desk aware of status for timely incident updates.
• Technical understanding of Desktop Operating Systems (functions, features, Configurations, Imaging, Operations), Workstation Hardware, Networking requirements, Active Directory and Services requirements (Including DNS, DHCP) to ensure functional and working implementation.
• Provide replacement hardware when SLA’s are in jeopardy.
• Document action taken to correct break/fix incidents.

Confidential, Edina, MN

IT Support Specialist

Responsibilities:

• Desktop support for users in Minneapolis office.
• Password resets, activation of I Phones and Blackberry devices.
• Setup conferences with Polycom video equipment.
• Setup IPad with Mobile Iron for users.
• Troubleshoot software and hardware issues on HP and Dell computers and laptops.
• Create user accounts in Active Directory.
• Contact vendors to repair copiers and printers.
• Entering incidents using Remedy ticketing system.
• Imaged desktops and laptops using Ghost.
• Setup users with badge access to facilities at the Minneapolis office.
• Break-fix desktop and laptop components when needed.
• Setup laptop to be used for presentation to different devices in office.
• Administrator of Mitel 2200 and 3300 phone system by setting up users with phone extensions and moving from one system to the other.
• Setup VOIP phones for users.
• Created voicemail accounts with Octel voicemail system.
• Ordering monitors, keyboards, and other computer peripherals from HP and CDW.
• Ordering supplies for Ricoh printers and HP printers.
• Blackberry and I-Phone activation for users.
• Contacted Verizon for replacement of damaged and new phones.
• Restoring files to network using Avamar Backup and Restore.
• Creating fax accounts on Right Fax server.
• Moving and copying files folders in VMware environment.

Confidential, Orlando, FL

Level II Technician

Responsibilities:

• Remote into computers to assist users with restarting PM system interfaces.
• Field technician; set up servers, workstations, printers for sites in US and Canada.
• Collaborates with other support companies such as Micros Corporation.
• Utilizes the ability to develop solutions on the fly for troubleshooting user’s challenges.
• Assists user with inventory issues and collaborates with distribution department to solve them.
• Created tickets using Salesforce.com.

Confidential

Helpdesk Support Analyst II

Responsibilities:

• Remotes into users PCs to perform configurations to group policy in Windows XP.
• Helped solve high severity outages for users by coordinating efforts from all departments in IT.
• Noted tickets in Assyst software to report problems to proper IT departments in WVO.
• Joined new PC’s to Wyndham Domain, and moves them to correct location.
• Assisted computer support team when they needed help in completing assignments.
• Team player able to work in a diverse environment.
• Also used Magic ticketing system before Assyst.

Confidential, Orlando, FL

Computer Specialist II

Responsibilities:

• Performing preventive maintenance either personally or via contract technical assistance for remote locations, including checking and cleaning of workstations, and printers
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, kept detailed inventory of all desktops and laptops.
• Order, configure and complete the installation of approved orders for hardware, software
• Research issues when answers are not readily available with the use of Web tools
• Configuration and upgrade of PCs: hard disks (dual install), CD-ROM's modems, CPUs, motherboards, memory, network cards, printers, plotters, and network cables
• 3Com VOIP Administrator, Help desk ticketing experience with Track-It software. Treo phone support for upper management.
• Setup up of small networks (4-10 users) using TCPIP, NetBEUI, and IPX protocols and Novell NetWare 4.x., Zenworks, Windows95/98, 2000, XP, Vista, and Windows NT. Responsible for system moves and setup. Symantec backup exec.
• Supported up to 300-400 users over the entire organization. Created user account in AD.