Desktop Support Specialist Resume Profile

Objective

I am seeking an opportunity to further my analytical skills and incorporate my creative abilities. Ideally I would be in a position that allows me to work hard and gain technical knowledge.

Professional Experience

Confidential

Helpdesk Associate Consultant

Enterprise Call Center
Supporting the Hardware Refresh Project
Documenting policies and procedures
LANDesk - Remote Assistance pushing packages and Inventory
Account Administration - Quest One Roles for Active Directory
Novell iManager - Basic Account Administration
Mainframe Password Resets and Purchasing
Service Now Ticketing System BMC Remedy
Cisco Unity PIN Resets and basic trouble shooting

Confidential

IT Staff Augmentation Consultant

Confidential

Desktop Support Specialist

Software Installs
Hardware installs repairs and replacement.
Documenting software and hardware issues and their solutions
Troubleshooting hardware and software issues on desktop computers
Troubleshooting printer as well as other peripheral issues
Managing company-wide hardware and software inventory
ZenDesk Ticketing System

Confidential

Desktop Support Specialist

Migrated users to Win7x64 builds the new domain.
Trouble shooting 8021x VLAN authentication issues AD security groups for Windows and Mac users detailing the steps to resolution in ZenDesk Remedy.
Provided on the ground hardware and telecom support working closely with our Network architects to seamlessly roll out and relocated users after each acquisition.
Successfully restored the Call Center and core telephony of BedandBreakfast BCM400 March 2011 w/the Vendor.

Confidential

Jr. Systems Admin

1st responder to server alerts
Maintain server updates and maintenance Active Directory Management
Reduced the monthly phone bill 1 000 month by adding an international calling plan and an extra PRI to the plan and combining local long distance and wireless plans into one bill. 12 000 annual savings.
Basic phone configurations for Nortel BCM and Call manager voice mail
Hardware and software procurement
Manage company-wide hardware and software inventory
Maintain Audio Video equipment
Hardware and peripheral component installs repairs and replacement
Manage Help Desk ticket queue using JIRA

Confidential

Consultant Domain Migrations

Software installs Point Sec VPN EDVO
Active Directory Moving users/computers between domains
Assist with mail moves and account merges

Confidential

Network Consultant

Software installs GP All Data TreadX and Accu Term
Active Directory Setting up organizational units and users
Hardware installs repairs and replacement.

Confidential

PC Technician

Primary responsibilities require proficiency in PC setup and installation.
PC Lifecycle Management
Documenting software and hardware issues and their solutions
Troubleshooting hardware and software issues on desktop computers running WinNT Win9x Win2K and WinXP.
Troubleshooting HP/Canon/Xerox/Kyocera printer as well as other peripheral issues
Managing basic PBX needs
Creating and managing users printers and e-mail accounts in Novell NDS NWADMIN
Creating and managing users in NT/2000/Citrix NT User Manager for Domains/Active Directory
Creating and managing Exchange 2000 user accounts
Creating and managing Citrix published applications on 2K and 2003 servers
Adding and moving network and phone drops in offices
Managing company-wide hardware and software inventory
Imaging PCs with Ghost and PQDI Software
Daily DLT tape backup rotation using Veritas Backup Exec and ArcServe

Service Desk Analyst

Provided exemplary customer service to over 250 users across 5 regions.
Created and implemented policies and procedures manual.
Primary Purchaser. Managed all vendor accounts.
Troubleshoot issues via phone with remote desktop.

Technical Skills

Hardware Dell Laptops Compaq Laptops Dell PowerEdge Servers HP Printers Xerox Printers Canon Printers/Photocopier.
Software Microsoft Office 97/2000/XP/2003-2010 Suite Windows 9x/NT/2K/XP/2003 Pro desktop and Server/7 OS/2 Citrix Metaframe and XenApp Client installation and configuration Hyena Veritas Backup Exec ArcServe Active Directory Users and Computers GroupWise 5.x Novel 4.x and 5.0 Ghost ADP Coral PBX EPIC Center PC ACD Microsoft Project Microsoft Visio GeoAccess Adobe Acrobat Adobe Illustrator Adobe Photoshop ACT and FoxPro.

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