Desktop Support Resume Profile

PROFESSIONAL SUMMARY

Multi-talented problem solver with demonstrated success in technology telecommunications training and problem resolution
Customer service oriented chronic issue resolution product support conveys ideas policies and procedures work independently and in teams.

TECHNICAL EXPERTISE

Networking Windows Server 2003/2008 Active Directory Microsoft Exchange 2013 Blackberry Enterprise Server 4.0
Hardware Capabilities Backup/Storage Devices Desktops builds repairs wireless access points Printer Fax Maintenance and Support BlackBerry/ PDA/ IPhones / IPads / Windows Tablets
Avaya and Cisco VOIP systems Windows 7 OS Mac OSX Linux Google Chrome C LAN WLAN
Applications Backup Exec Microsoft SharePoint Microsoft Lync 2013 Symantec Antivirus 2014 MS Office Suite 2010 MS Office Suite 2013 MacAfee

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Level II

Set up and test new PC hardware peripherals and software.
Monitor and control inventory including repair and replacement parts for PC s and printers.
SCCM/ Firewall administration in a corporate environment.
Support remote user s needs via Windows Remote Assistance.
Support VIP level clients.
Troubleshoot and Diagnose of LAN/WAN connectivity issues.
Configure mobile devices BlackBerry iPhone iPad Windows Tablets for enterprise on-site network connectivity.
Provides assistance to PC users with various software SAP Petrel and hardware.
Interpret PC hardware errors and resolves printer and peripheral problems as needed.
Installation of Cisco VoIP desk phones in visitor s offices and conference rooms.
Use Remedy ticking system to record issue resolutions and escalations.
Set up and configure MFD s.
Conducted Apple TV training classes for employees on policies and procedures.
Assist with the installation and relocation of computer hardware.
Assist in deployment rollout of Microsoft Lync 2010 and Lync 2013.
Assist with associate account issues i.e. password resets account lockouts etc. in Active Directory.
Project coordinator for hardware refresh project that replaced over 400 end user s laptops.
Project coordinator for windows 8 pilot.
Manage additional projects as assigned.

Confidential

Desktop Support Level II / Jr. Network Admin

Provided desktop support for over 70 clients in the greater Houston region by phone or in person as needed to minimize downtime.
Performed set up maintain and troubleshoot Microsoft Windows 7 workstations and laptop computers.
Performed set up maintain and troubleshoot Associate Blackberries Apple IPhones and Apple iPad tablets.
Managed user and computer accounts in Active Directory.
Record and track all tickets through completion utilizing Remedy Service Desk Express.
Responsible for the Asset Management full lifecycle Receiving all assets Desktops Laptops iPhones and iPads etc. imaging new machines wiping hard drive of old machines reconciling actual assets shipped and equipment ordered tagging assets tracking all equipment and also supporting users for any technical issues.
Maintain the performance and availability of the corporate servers.
Maintain asset inventory for corporate office using Altiris Asset Management.
Support applications including MS Office Outlook File Site and Citrix.
Support for migration from Altris Deployment to SCCM 2012.
Provided new hire training for company software to include FileSite Time Builder Rightfax Citrix and Mobile device policy .
Set up and configure printers scanners and other peripherals.
Provided support and maintenance of the Polycom Video Conference equipment.
Performed a migration from Windows XP to Windows 7.
Document issue resolution using the help desk ticketing system Altiris .
Performed tape backups of network data.
Updated and maintain card reader security system.
Maintain excellent communication with all end users and other members of the IT department.
Work with outside vendors as needed.

Confidential

Desktop Support Technician / Jr. Network Admin

Perform initial setup/configuration of Windows 7/Office 2010 desktops workstations and laptops and the installation of computer peripherals such as monitors printers LCDs.
Perform initial setup and technical support for Apple iPads /IPhones.
Document all issues in trouble tickets with detail resolution information.
Create and reset user password in Active Directory.
Troubleshoot and resolve customer s technical issues with Avaya and Cisco VOIP systems.
Conducted HPNA training classes for peer technicians trained new hires on policies and procedures ensuring consistency in area.
Monitored and maintained systems backup tapes.
Provided technical solutions by analyzing defining and documenting requirements for desktop systems and LAN/WAN connectivity hardware and operating systems and interface with other systems.
Perform other tasks as needed consistent with the technical and physical constraints of the position.

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