Employment

Confidential

• Effectively communicating with clients asking the correct questions based on the nature of the issue knowledge level of the client and their role within the organization. Providing resolution options to clients using clear concise verbal and written communications.
• Efficiently identify a technology issue narrow down the potential causes and implement a feasible and logical resolution.
• A firm understanding of fundamental concepts including TCP/IP DNS and DHCP within a Windows environment.
• Survey of existing systems operating system installation hardware driver resolution user data and setting migration application installation and disk imaging. NASS Pulse account for encrypted hard disks.
• Join and remove computers to/from Windows domains.
• Installation of Windows Components Office Adobe Acrobat WinZip Java Runtime Adobe Adobe Flash Player Adobe Shockwave Player Symantec Endpoint Protection Client WinZip Roxio etc.
• Installation of the latest required service packs and updates for the operating system as well as installed client applications.
• Installing configuring and assisting users with ongoing usability of desktop computers peripheral equipment and software. Resolving technical problems with desktop computing equipment and software. Transferring data to new computers when existing computers have reached end of useful life.
• Performing support in person on the phone via remote desktop or email. Desktop/Laptop break/fix troubleshoot/replace HD s motherboards etc. .
• Troubleshooting of User Profiles and issues related to the profiles as well as applications and stored data within them.
• Recording accurate user and request information in the Remedy service management system. Updating and maintaining the Work Log in a cloud environment with pertinent information for resolving the request.
• Hewlett Packard HP printer driver installation configuration and troubleshooting. Installing and sharing printers using both locally and network based configurations. Printer hardware maintenance. Knowledge of associated printer components and configurations.

Employment

Confidential

Tier One Technician

Remote PC Services. Successful VPN remote connections over the internet to break/fix customers pc s. Services included customer training virus removal email resets web and pc based email programs browser resets software installs printer installs wireless resets/setups including network and printer internet connections pc tune-ups and OS resets. Advice/recommendations given over the phone for soft/hardware based issues.

Confidential

Installations of Vista/Win7 repairing and recommending hard/software of all many Desktop and Laptop PC s and printer for local businesses. Modem Router Broadband Internet setups at many home locations and pc tune-ups. Advice and recommendations given for hardware based issues.

Confidential

IT Global Helpdesk Analyst

• Call-center 100 phone and email support educating end users soft/hardware problems. First and second level support.
• Desktop in-office support laptop docking issues projector presentation issues printer and in-office wireless connections software installs and updates etc. . Remedy software for ticket tracking.
• Various network Blackberry AD web mainframe and SAP password and printer resets.
• Support for various Microsoft and Pitney Bowes proprietary applications.
• Remote/Citrix assistance AT T Network Client/VPN and DameWare assistance for US Canada Europe etc.
• Remote desktop/laptop assistance.

Confidential

IT Help/Desktop Services

• Phone support educating end users soft/hardware problems and issues utilizing Altiris Deployment Server Console in a Win2000 environment. In-office desktop support as needed. RSA secure ID .
• Applying computer system images remote installing and configuring software on HP/Compaq Desktops/laptops/printers while taking calls. Creation/management of user/machine accounts in AD.
• Backup support for Notes 6.0 setup and configuration issues with Altiris ticket tracking software. Documentation of new and changing procedures for IT and end-users.
• Interfacing with vendors to purchase equipment and support services under the direction of the Systems Analysts and Director of IT. Tracking software licenses. Tracking hardware assets.

Confidential

IBM/Apex System

Standard Desktop Support for end users. Compaq laptop support IBM printer issues. MS Outlook support in a Win2000 environment.

Confidential

• SSSC Store Support Services Call Center
• Support for all Ann Taylor stores throughout the USA Hawaii and Puerto Rico 70 calls a day .
• 100 phone support assisting and educating users of Dell PC s HP Printers Registers Scanners register and stockroom WinXP and MS Outlook support.
• First Contact for Store issues POS air conditioning electrical phone lines cleaning locks etc.
• Use of Track-It ticket tracking application. Ann Taylor proprietary software viewing router store network connections sale transactions etc.

Confidential

IS Desktop Services Trumbull

• Pre-fielding information of IBM PC for HP PC imaging in preparation for a rollout of approximately 1500 HP PC s and Laptops.
• Data swap from old PC to new PC. Network and manual software installation/configuration as needed Abode Distiller Inter-Print Lotus Notes Palm Pilots etc. .
• Hardware swap-out s of DVD drives for CD-RW.
• Desktop support for users upgrading from Win 2000 to Win XP.

Confidential

Laptop Break/Fix

• Approximately 100 Dell Laptop software upgrades for field agents.
• Virus removal OfficeXP installs RAS/VPN connectivity Windows updates and laptop file cleanups.
• Assisted with complete migration of computer network New Haven to Milford CT.
• Desktop support and network printer setups.

Confidential

MIS Technical Support Analyst

• Technical support educating end users on standard windows applications and proprietary co. software.
• 100 phone based support using Magic Solutions for call tracking and intranet searching of known user issues.
• Use of Active Directory DameWare and Citrix sessions Qshadow for network connectivity to resolve user PC laptop and terminal software needs account lockouts profile updates Outlook setups etc. .

Computer Skills

• A Certification PC Service Technician - specialty in MS Windows and DOS Environments Soft/Hardware installation configuration and troubleshooting.
• Broadband Internet Connections Home and Portable PC s with various OS
• Win XP-Pro - Win 8.1 OS Altiris Deployment Server Console DameWare Mini Remote Control Windows Remote Desktop.
• MS Office2003-2010 Lotus Notes 2010 MS Front Page FileMaker Pro.
• Internet Browsers Mozilla Firefox Internet Explorer Safari Chrome Netscape Communicator.
• Call Tracking Software Remedy Tivoli Magic Solutions Altiris Access Database.
• E-mail programs Internet and In-Office MS Outlook 2003-2010 Yahoo Gmail Eudora Pro Netscape etc. setups and configuration.
• Network/Local soft/hardware HP printer setups/maintenance in/un-installations updates/configurations.