OBJECTIVE

To obtain a solid position in a Desktop Support or PC setup/migration role that will allow room for growth experience and benefit from my technical aptitude.

CAREER SUMMARY

Offering more than 20 years of technical experience in the field as an Automotive Technician Service Desk Analyst and as a IT Site Support Technician. Apply practical science and technology to functions essential to the job such as principles techniques procedures and equipment. Computer and electronics knowledge of circuit boards processors chips electronic equipment and computer hardware and software including applications. Achieved the ASE Certification A1 A8 L1 in automotive industry and A Net in IT industry.

TECHNICAL SKILLS

• Hardware Perform PC/Laptop installs repairs and upgrades or replacement. Components include motherboards hard drives RAM monitors CPU processors sound cards video cards keyboards printers speakers USB NIC card. Setup maintain and minor repair to Printers and Peripherals. Network switch patch cable install and maintenance.
• Software/OS Install and upgrade operating systems - Windows XP and Windows 7 Microsoft Office 2010 Suite including Internet Explorer. Symantec Ghost Anti Virus End Point Encryption applications Adobe suite Industry specific applications that are required by a company.
• Networking NIC and Wireless cards and routers Dynamic and Static IP addressing LAN WAN DNS DHCP Server share drives and Sharepoint web connectivity network printer and peripheral connectivity. Network switch patch cable install and maintenance.

RELEVANT EXPERIENCE

• Diagnose and resolve problems related to the use of hardware software peripheral devices communication packages host and LAN/WAN connectivity or other problems.
• Understand and comply with security and support policies and procedures.
• Recognize problems and alert appropriate escalation points as needed.
• Troubleshooting and utilizing appropriate questions to pinpoint issues using all procedural and technical tools provided.
• Keep up to date with new technical processes identified and provided for job responsibilities.
• Classify all technical issues appropriately log track escalate resolve into the ticketing/call tracking software.
• Troubleshoot repair and maintenance on all electrical drivability power train and chassis either computer controlled hydraulic or mechanical systems of Ford Lincoln Mercury and Jaguar cars and light trucks.

Professional Experience

Confidential

• Technical Scope Windows 7 Enterprise Remedy VLAN LAN Switches Fiber Optic Cabling Cat 5 Cabling Dell Laptops Thin Clients Docking Stations Office Desktop Printers Xerox Xerox Fiery Dell HP Ricoh Printronix Motorola XT15f Handheld Computer Scanners Motorola VH10 Lift-mounted Computers w/ Scanners Vocollect Voice-supported Devices
• Sole technician at large distribution center handling all work related to installation configuration troubleshooting support and maintenance. Repaired and replaced desktop hardware components and equipment ensured alignment with warranty guidelines. Performed basic maintenance and upkeep on printers troubleshot and resolved errors. Supported 150 Windows-based wireless RF units used in warehouse maintained equipment and inventory software image. Updated technical and ticket documentation.

Key Achievements

• Partnered with Low Voltage vendor and network engineers to set up and patch LAN switches to network cabling at new 500K-square foot office warehouse facility.
• Collaborated with network engineering team to configure and isolate wired and wireless VLAN structures for internal and external resources including environmental security and fueling system equipment.
• Successfully imaged and deployed 100 desktops/laptops as well as thin clients docking stations dual monitors added to workstation and server domains.
• Assisted vendor and RF team to support UPC bar code scanning equipment upload images upgrade profiles and backup system images throughout development testing and production environments via Web-based control interfaces.

Confidential

• Technical Scope Windows XP-7 Microsoft Exchange Server Citrix Virtual Desktop Microsoft Office Active Directory Server 2008 Microsoft Office 2010 Adobe Creative Suite Antivirus Software Desktop Laptops Peripherals Docking Stations Remote Assistance Wireless Connections Peripheral/Printer and VOIP phone support.
• Contracted to AmeriHealth Health Insurance handling 60 incoming support calls and emails daily regarding password VPN connections operating systems and software problems troubleshot resolved and tracked all issues. Created Active Directory and Exchange accounts for new hires. Trained new Service Desk Analysts including shadowing and reverse shadowing mentored junior team members on technical skills and processes.

Key Achievements

• Played key role in creating testing and updating knowledgebase housing technical support documentation.
• Served as member of Service Desk Analyst Escalation team for client.

Confidential

• Technical Scope Windows XP -7 Microsoft Office 2010 Adobe Creative Suite Antivirus Software Desktop Laptops Peripherals Docking Stations Remote Assistance Wireless Connections Peripheral/Printer and VOIP phone support.
• Provided phone-based support to Wells Fargo Mortgage Department users. Connected remotely to troubleshoot and resolve hardware software VPN connectivity and other issues in virtual and physical environments. Supported hardware from multiple manufacturers. Unlocked/reset passwords trained end users on self service password reset tools. Updated Remedy call tracking system following all appropriate guidelines.