Heat Administrator Resume Profile

OBJECTIVE

To pursue a technical position associated with Desktop Support Help Desk which will allow me to fully utilize my support troubleshooting and problem solving skills. I would like to join an organization where I can be apart of a team and have the opportunity to advance in my career.

EXPERIENCE

Team Lead Help Desk/Heat Administrator

Confidential

Create update and maintain Help Desk processes within matrix and all documentation for all applications. Active Directory Administration. Distribute work load/projects among available technicians and enforce IT policies and procedures. Research issues for management when problems get escalated. Administrated Heat 8.3 to 9.5 application/database Auto tasks BPAM rules Automated ticket requests etc . Addressed Help Desk issues via phone and email requests generating routing and resolving service requests accordingly to appropriate groups within IT and other departments. Cisco Telecom Administration.

Desktop Support Technician

Confidential

Supported faculty and staff with all technical support issues. Printer Support HP Xerox Jet Direct Web Administration . Hardware support Hard Drive issues Replacing numerous peripherals on all type workstations . Support of Microsoft 2003 Suite Outlook Excel Word Power Point Access and Visio. Setup and configuration of workstations on Novell Network/Netware. Maintained and administered inventory database as well as submitted orders for all hardware requests by staff.

Desktop Support Technician

Confidential

Install configure and maintain back-end and front-end systems as well as LAN and WAN connection at remote site Printer Support HP Xerox Kyocera etc . Administer backup process for network data Symantec . Active Directory Administration and Microsoft Exchange. Telecom Administration Avaya .

User Account Administration/Help Desk

Confidential

Created modified and terminated various user accounts for Cingular based applications Axys Siebel 7.5 Web Axe CUP Snooper NWES etc... . Organization and Management of Cingular request ticket system My Logins and also Remedy ticket system. Communication to managers retail stores and internal groups within IT resolving outage issues escalation and group ownership. Creation of separation requests for users terminated from the company as well as organization of statistics based on that data. Active Directory Administration.

Telecom Administrator

Confidential

Verified caller to international call centers. Placed International test calls to Europe Asia and North America. Test IVR Prompters within the Xbox IVR for North America and International markets. Logged any and all Telecom issues found within Domestic and International call routing. Served as the front line for call center notification for an issues affecting caller termination. Communication to high-level executives and managers any telecom issues in simplified terms when necessary.

Desktop Support Technician

Confidential

Installed configured and supported applications for payroll and construction Auto Cad Timberline Noble Tech etc . Support of Microsoft Office Suite 200-2003. Support of Novell 4.90 and Novell GroupWise 6.0. Maintained accurate complete and up-to-date inventory records of all computers and printers. Providing PC/LAN desktop support of company s small network. Printer Support and configuration for Xerox printers.

Help Desk

Confidential

Support and troubleshooting of Notes 5.5 and 6.0 software and network issues. Support and configure various AS/400 applications with network issues and application problems. Routing of computer generated tickets to appropriate groups and resolving issues over the phone using TSD Tivoli Service Desk a ticketing application. Troubleshoot of IP conflicts port activation and network connectivity. Resolved VPN network connectivity and server issues.

Desktop Support Technician

Confidential

Installed and configured workstations on Ethernet network. Traveled remotely to different locations throughout NY installing workstations on Ethernet network worked with over 600 users. Installed and configured Novell Client 3.0 Zen Works. Configured GroupWise installed configured network settings for server and determined application errors . Installed or advised installation of upgrades to prevent malfunctioning.

Help Desk

Confidential

Supported users throughout the country installing and troubleshoot of all issues for VPN software TREK .

Supported end users with banking applications and Microsoft Office 2000 Suite resolving and routing issues to the appropriate groups.

Desktop Support Technician

Confidential

Installation configuration and support of IBM desktops and laptops of all type models. 500 users . Support of Lotus Notes. Configuration of data backup software to server with ADSM software. Lead technician for Y2K project of upgrading all workstations within company.

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