SUMMARY:

• Seasoned technical savvy individual with a strong work ethic and the desire to succeed. Proven ability to work in fast pace environments as a team player or individual contributor.
• Quickly adapt to change and fascinated by challenging tasks. Demonstrated ability to effectively coordinate and communicate between business and technical professionals.
• Over ten years of IT experience providing all aspects of computer support such as troubleshooting, installations, and maintenance.

TECHNICAL SKILLS:

HARDWARE: Cabling, Routers, Switches, System Board, LCD Kit, NIC Cards, Hard Drives, CD Rom drives, DVD drives, DVD Installation and servicing MFP copiers/scanner & printers, writer Drives, Key Board, MAC, Hinge, Tape backup drives, Fax/Modems and Zip drives, troubleshooting, configuration and evaluation of Desktop and Notebook PCs (Apples, Compaq, HP, Dell) replacement and setup, Memory upgrades, Re - Imaging, Printer configurations (Dell MFP3115cn, Lexmark, Cannon laser jet, Dot Matrix), USB connected devices; PDA’s, Blackberry, printers, cameras, Conference projectors, External Hard Disk, Monitors, RSA Secure ID Tokens.

SOFTWARE: VoIP, Novell, UNIX, UPS database, Fed-Ex database, McAfee, Microsoft Office Suite, QuickBooks, MCI office, Access Database Query, Lotus Notes, Tiger, Panther, Service Pack install/upgrades, Active Directory (AD-SCCMconsole), RSA Security Console, Citrix MetaFrame, 3270 MainFrame, SharePoint, IT Service Center, IT Config-Management, SAP, LMS, MDD, Maximo, Cognos, Quality Center, Docushare/Documentum, EMMA, VPN/EWP Secure ID Token, USD & HRC Ticketing Systems, Depot Works (Apple & Dell).

OPERATING SYSTEMS: DOS, Novell/Linux, Windows 95, 98, 2000, XP Professional, Vista, Windows 7, Tiger, Panther, Jaguar

PROFESSIONAL EXPERIENCE:

Confidential

Contractor Help desk coordinator

Responsibilities:

• Answer calls, troubleshoot and diagnose IT issues involving multi-platform environments.
• Follow up with the clients to ensure that the issue is properly resolved.
• Provide first level support and a single point of contact for Information Technology and Human Resource problems.
• Tracking these calls/requests using the USD & USPSD Ticketing System.
• Administer client’s Network accounts/passwords using Active Directory (AD-SCCM console) on a daily basis.
• Front line support for various Applications/Programs: MS Office Suite, MS Outlook, MS Communicator & LiveMeeting, Lotus Notes, 3270 MainFrame, SharePoint, SAP, LMS, MDD, Maximo, Cognos, Quality Center, Docushare/Documentum, EMMA etc.
• Support clients when attempting to VPN into the Dominion Network using RSA Security Console Tool.
• Remote to client’s using XP Remote Assistance, SMS/SCCM or LiveMeeting Share desktop to properly diagnose/resolve PC issues.
• Execute policies and procedures by immediately escalating more complex problems to specific support teams.
• Providing excellent customer service while continually meeting team quotas and expectations.

Confidential

Desktop Support Manager

Responsibilities:

• Responsible for the oversight of desktop support functions and the development and implementation of strategies and solutions.
• Supported and maintained client’s technologies on workstations, VoIP, servers and peripheral devices.
• Served as the first point of contact for individuals requiring technical support on hardware and software issue.
• Implemented a manual Ticketing system to track IT problems.
• Perform daily backups of the network server to ensure data integrity.
• Telnet into the Server to Trouble shoot issue and manipulate Data upon request.
• Analyze data with vendors to review new hardware and software to facilitate system upgrades/maintenance.
• Responsible for the deployment of new technology releases, performing new PC installations and server maintenance.
• Performed system integration, testing of software upgrades in a Sand-Box environment. Before deploying live.
• Added and deleted user accounts through Active Directory and VoIP.
• Write proposals for purchasing new or upgraded software and hardware.
• Responsible for cabling, pc moves, VoIP, and Dialer System installation and support.
• Providing front line service on MFP copiers/scanner & printers.

Confidential

Dell Depot Site Manager

Responsibilities:

• Advanced and supported daily workflow and operations for 24 staff members while meeting daily SLA’s.
• Served as key liaison between the organization and vendor management.
• Answer, evaluate, and prioritize requests for assistance from users experiencing problems with hardware, software, networking, phone, circuits and other computer-related technologies within the Bell organization.
• Coordinated all project requests to ensure succession to the end, including creating project deadlines and assigning work assignments.
• Configured, installed updates, troubleshoots, repairs and replaces computer systems, servers, terminals, peripheral equipment and related hardware.
• Added and deleted user accounts through Active Directory.
• Provided status reporting of all incidents and reported resolutions to upper manage.
• Implemented SLA metric system.
• Developed and conducted formal and informal sessions as well as composing Manuals.
• Responsible for managing and administering over $1million worth of revenue for the operation.
• Tracked over sixteen thousand Assets with a system called Depot Works.
• Forecasted and monitored annual budgets; Arranged and executed summer project plan for over sixteen thousand end users.
• Completed software upgrades, antivirus software, and system updates
• Installed Mother Boards, LCD Kits, RAM, CD ROMs, DVD ROMs, Hard-drives and Nic Cards, Hinges
• Responsible for the distribution of daily work to designated technicians.
• Completed troubleshooting on desktop/laptop hardware and software; including, network issues.
• Assisted with password resets/suspend/un-suspend user accounts.
• Assigned and created sessions to pass down to other staff members.
• Lead Imaging Technician for summer Refresh Program.
• Imaged approximately 13,000 laptop for deployment back to the school for the next year.
• Assist with setting up the servers that house the Image to be drag-drop to the allocated laptop.
• Reported and documented any downtime of server and moved laptops to a backup server to minimize daily SLA’s.
• Resolved Apple desktop/laptop applications issues for over 13,000 laptop-users.
• Apple Laptop Installation: Mother Boards, LCD Kits, RAM, CD ROMs, DVD ROMs, Hard-drives and Nic Cards, Hinges.
• Met and exceeded SLA’s and daily quotas.
• Repaired/box completed laptop for deployment while tracking with the Apple Works Program.

Confidential

CS1 Mail Clerk Supervisor

Responsibilities:

• Consulted with key leaders to manage organizational change efforts and leadership initiatives.
• Analyze associate development issues to create and manage the execution of project plans that will enhance staff development, satisfaction and retention.
• Documented, developed, and provided to staff members.
• Prepared monthly reports to ensure the timely communication of all information to senior management
• Delivered and distributed mail for employees.
• Assisted in the packaging, assortment, and mailing of various paper items for local and regional clients.
• Highly trained with UPS database, Fed-Ex database shipping system.