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Service Desk Coordinator Resume Profile

Experienced

System Manager Systems Analyst

Windows 98/2000/XP/NT/Vista/Win7 Windows NT/2000/2003/2008 Server MS Office all versions VMWare Firewall Norton Ghost TCP/IP, DNS, DHCP DK Helpdesk/Remedy WSUS VPN Tracking Software Active Directory/Novell/Citrix Backup Troubleshooting/Debugging CADD WinVNC Remote Connection Citrix WINS LAN/WAN Websites Linux MAC Remedy/Hummingbird/ERP SMS Crystal Reports Cisco Account Maintenance Security DOS Dreamweaver FTP IIS LDAP MCP Watchguard Symantec/Trend SCCM

EXPERTISE

  • Certified Computer Systems Technician
  • Certified A Technician
  • Network Technician
  • Broadband Networks
  • Configuration/Interface
  • Systems Analysis
  • Hardware/Software Expertise
  • Data Security
  • Diagnostics/Troubleshooting/Debugging
  • Enterprise Level Applications
  • Preventative Maintenance/System Testing
  • Hardware/Printer/Plotter Support and Repair
  • Virus Removal

PROFESSIONAL HISTORY

Service Desk Coordinator

Confidential

Responsible for the day to day operation of the Service Desk nationwide. Responsible for the prioritization, assignment and tracking of Incidents and Service Requests coming in to the Service Desk as well as monitoring and providing reports of Service Desk performance and customer satisfaction. Assists ITSG management team in improving and documenting Service Desk practices, processes, KPI's and SLA's and metrics.

SENIOR COMPUTER SPECIALIST

Confidential

Responsible for Administration of Active Directory and GPO's for onsite Domain of 150 users. Monitor and Administrate WSUS, SCCM and Trend Micro Antivirus Servers to ensure corporate and customer compliance. Deploy and maintain customized software packages utilizing SCCM Expert. Compile weekly, monthly and quarterly audit reports for network compliance, system security, and software usage. Provide all levels of desktop support for systems and software. Process user requests for hardware and software implementation and diagnosis. Participate in internal process review to update Service Desk protocols and standards. Also utilize standard/non-standard technologies to ensure continuous user productivity system reliability, and network security.

ADMINISTRATOR

Confidential

All level of AD/Citrix account administration with desktop support including granting directory access privileges. Support included, but was not limited to: telephone, remote assistance, applications, network, and Exchange. HEAT and Service Center ticket tracking software.

HELP DESK SUPPORT

Confidential

Expert telephone, remote and onsite computer support for all employees. Responsibilities included Active Directory/Citrix account administration. All levels of support which include applications and equipment. Desktop and laptop imaging and refreshes. Printers and networking.

HELP DESK SUPPORT

Confidential

Expert telephone and remote computer support for nine hospitals and all ACS employees. Responsibilities included Active Directory/Novell account administration, create work orders for hiring and termination, remote installation and troubleshooting/repair, virus removal, document all calls using DK Helpdesk and Remedy and coordinate with on-site teams. Train with ticket handling and resolution.

IT ADMINISTRATOR

Confidential

Responsible for all system and network administration, including building servers. Set up and administered all Cisco wireless networks and security. Part of two-person team responsible for design and construction of Windows 2003 servers and an Exchange server. Set up all routing and firewall rules, migrated clients. Responsible for administration/configuration/troubleshooting of all servers and firewalls. Maintained all systems, printers, and other peripherals. Ensured adherence to company hardware, software, and security configurations. Scheduled and ensured timelines of all computer procurement and maintenance. Ensured up-to-date security patches.

SYSTEM ADMINISTRATOR

Confidential

Clients included U. S. Department of Transportation, Pratt Whitney. Responsibilities included Lead CADD Administrator, engineering software support, hardware and software installation and configuration, remote and on-site hardware and software troubleshooting, hardware rebuilds including printers and PC's. Created and implemented own fix for Nimda virus for entire facility.

PRIVATE IT CONSULTING BUSINESS

Confidential

Clients included IBM, Lucent Technologies, Wittmann, Inc. Responsibilities included Windows 2000 rollout, configuration, and troubleshooting, Ghost images, LAN/WAN configuration and setup, disaster recovery. Set up, administered, and maintained wireless networks and their security.

TECHNICIAN, THE DIAMOND EXCHANGE

Confidential

Hardware and software technician for online computer store. Responsibilities included PC builds, installing hardware and software, data recovery, remote and on-site technical assistance. Trusted by Manager with combinations to safe and store.

Personal IT Consultation.

Confidential

Software and hardware systems design and installation. Virus/Malware removal/repair. Computer repair including data recovery, software upgrades and education, web and database troubleshooting, security and firewall installation and maintenance, home and office networking. Mobile phone applications.

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