Summary

• Accomplished Senior Help Desk professional with 10 years experience in Computer Operations Technical and Help Desk support.
• 8 years of progressive computer/network operations experience in large global data centers with mixed computing environment including Unix Linux Windows 2X and interconnected mainframe.
• 10 years providing Help Desk support to tens of thousands of users worldwide earning a solid reputation for productivity complex problem resolution and professionalism.
• Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.
• Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

SKILLS

• Expert knowledge of Network Architecture Design Principles Practices Maintenance Design Implementation installation and support of LANs and WANs Network services.
• AD Citrix PC Desktop Systems Database Administration Application systems Helpdesk Operations Linux system administration.
• Operating Systems
• Proficient with Win 3.x Windows 7 Mac OS 7.1-10.3 Linux
• Networks Expert knowledge of network architecture design principles practices implementation and maintenance
• Strong working knowledge of WAN LAN Technologies ATM MPLS Sonet ISDN IPSec VPN . Expert knowledge of TCP/IP protocols routing subnets service management DNS and VPN
• knowledge of Active Directory to setup DHCP to assign IP addresses DNS servers to resolve domains Group Policy to delegate restrictions permissions and privileges to groups and users on a LAN
• Applications
• Microsoft Office 97 2010 XP Visio 5.0 Professional Lotus cc Mail McAfee Virus Scan Norton Utilities Antivirus Norton Ghost Power Quest Drive Image Vantive Banking Software Adobe Acrobat Reader 6.0 Winlock pro Active Directory Remote software VNC and Citrix
• Hardware
• NIC s modems Peripherals interface cards sound cards ATA-X Motherboards hard drives IDE SCSI SATA memory

Professional Experience

FIELD DESKTOP SUPPORT/CONSULTANT

Confidential

• Installing and deploying images for all desktop and laptops also encrypt all laptops.
• Trouble shooting and configuring all network issues from connectivity to latency problems consisting with printers and desktops/laptops
• Diagnose and problem solve all printer and handheld device related issues etc Blackberry IPhone Android
• Addressing all login and profile issues from not being able to login to corrupt files
• Trouble shooting the switch issues from dead ports to latency issues.

HELP DESK /COMPUTER TECHNICIAN / CONSULTANT

Confidential

• Skg LLC was officially organized in early 2005 after operating as a sole proprietorship since 1999 they have an extensive client list and relevant industry consultant experience .
• Sets up configures and supports internal and/or external networks.
• Develops and maintains all systems applications security and network configurations.
• Troubleshoots network performance issues and creates and maintains a disaster recovery plan.
• Recommend upgrades patches and new applications and equipment.
• Provides technical support and guidance to users.
• Problem-solved issues with PC clients Server hardware/software.
• Rebuilding and restoring pc s providing network support for private customers.
• Configuring and troubleshooting connection issues Support ranges from windows xp to win 7 also os 10.1-10.4.
• Fixed hardware software and networking problems for desktop and laptop users running
• Various platforms including but not limited to Mac OS/ Windows 7/Windows XP/ Windows XP pro/2000/98.
• Launched user feedback survey using Survey Monkey to gauge customer satisfaction for continuous Improvement.
• Create support and troubleshoot users with Blackberry PDA Palm and I phone Ipad android setup and synchronization.
• Upgrade computers and servers with RAM Hard Drives and processor chips
• supports installs and maintains personal computers local area networks server hardware operating systems software and related I/T sanctioned peripherals.
• Installs and supports both hardware and software components for user group.
• Performs preventive maintenance test and repair of equipment. Evaluates system configuration and Software to ensure effective use of hardware resources.
• Installs and supports both hardware and software components for user group.
• Performs preventive maintenance test and repair of equipment.
• Evaluates system configuration and Software to ensure effective use of hardware resources. Addresses and resolves hardware software and customer issues.
• Changed and maintained Quantum and Exabyte tape backup and monitored all of the servers.
• Maintained the Sonic wall spam filter

DESKTOP /HELPDESK SUPPORT TECHNICIAN

Confidential

• Operating in 32 countries Harsco infrastructure specializes in two core market sectors providing construction services and industrial maintenance services
• Providing support for local and international users duties as follows
• Setting up users with thin clients on a Citrix network to establish network connectivity
• Image all machines using Acronis 10.1 with the latest images.
• Maintain troubleshoot follow up and support network including hardware/software support.
• System installation maintenance and problem solving assists in providing network and remote connectivity hardware/software support
• Establishes and maintains user accounts Via AD profiles file sharing access privileges and security and granting permissions and adding to specific groups.
• Mapping users to network drives and printers that lost and needs connectivity also logging in remotely using Dameware to troubleshoot and configure Laptops and desktops provided by the company.
• Provided support for the VLAN using the Avaya phones when their connection was lost
• Assists and provides support to the WAN/LAN Administrator and other technology staff as requested including performing scheduled network tasks monitoring network servers and providing internet user support.

HELPESK ANALYST

Confidential

• We come from the student housing real estate business and from the technology business and this unique blend means were are a technology and vendor agnostic .
• First contact technician providing support for a network of about over 10 000 plus end users.
• Administration of user profiles and role unlocking/resetting passwords via AD
• Tech Support Specialist using VNC and Remote Desktop to trouble shoots remote users.
• Perform remote software installation/upgrade using Microsoft Remote Access Server.
• Backed up and restored critical company information for customers using Acronis True image

TECHINAL SUPPORT SPECIALIST ONLINE AND VOICE CUSTOMERS

Confidential

• A pioneer in movies broadcasting and cable communications technology Today Comcast is Creating the future of these businesses-and shaping new industries to come .
• Provided technical support for customers premise equipment.
• Repaired troubleshoot Laptops PC modems routers Cable modems Network Card configurations PC operating Systems support and understanding of firewall problems.
• Successfully analyze trouble shoot handled and supported over 200 plus help desk calls a month extensively utilizing Remedy Helpdesk.

TIER 2 TECHNICAL SUPPORT

Confidential

• A leading provider of low-cost communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers .
• Configuring all network issues that consisted from conflicting IP and Mac addresses to faulty routers.
• Troubleshoot repaired phone adaptors ATA Motorola MTA these devices allows voice transferred over IP.
• Troubleshoot Resolved hardware software firewalls port blocking.

COMPUTER TECHNICIAN

Confidential

• Best buy is the world s largest multichannel consumer in the U.S Canada China Europe and Mexico they are the 11th largest online retailer .
• Troubleshoot and repaired PC PDA and Laptop.
• Provided outstanding customer service to inquisitive customers with all levels of problems with all manufactures consisting from HP DELL IBM Compaq E machines Sony and also clones.

HELPDESK ASSISTANT

Confidential

• For more than 150 years St. Francis has provided an affordable quality education to students of all ethnic and religious backgrounds. .
• Established laptop and printer configurations on IBM notebook s.
• Maintained and upgraded hardware and software in a LAN system of 60 PC s
• Implement solutions that improved both the end user s performance and reduced downtime.
• Provided training to clients as needed.
• Analyzed reoccurring problems in hopes to resolve and prevent future occurrences.