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Technician - Exelon Energy Resume

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SUMMARY

  • I am an experienced IT professional wif 20+ years of experience working to provide support and administration for Windows 95/98/XP/7, desktop, laptop, printer, network and remote connectivity in environments such as the Kraft Foods and McDonnell Douglas Aircraft.
  • I am currently seeking an opportunity where I can continue to utilize my noledge and experience to halp an organization in achieving its goals.
  • Customer satisfaction is my top priority.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows 95/98/XP/Vista/7

Hardware: Desktops/Laptops/Printers and Networking Equipment installation, configuration and troubleshooting

Productivity Software: MS Office, Lotus Symphony

Browsers: Internet Explorer (through IE 10), Firefox, Chrome, Opera, Safari

Remote Access Software: Citrix, VPN

Internet Security Software: Norton, McAfee, Bitdefender, Spybot, Vipre

Network Utilities: SMS, Dameware, Active Directory, Spark, LANDesk

Call Tracking/Documentation: Remedy

Mail Clients: MS Outlook, MS Lync, MS Exchange, Lotus Notes/Sametime

PROFESSIONAL EXPERIENCE:

Confidential

Technician - Exelon Energy

Responsibilities:

  • Windows XP to Windows 7 Migration Project
  • Work Wifin Customer Established Procedures to Image and Deploy Equipment
  • Equipment Included Lenovo and HP Desktops and Laptops
  • Troubleshoot and Correct Imaging Issues
  • Migration of User Data Using Microsoft Migration Tools
  • Follow Up wif Migrated Users to Ensure Smooth Transfers
  • Educate Users Unaccustomed to Windows 7
  • Worked wif Bitlocker Data Encryption Software
  • Follow all Safety and Security Procedures for Nuclear Facility

Field Technician Help Desk

Confidential

Responsibilities:

  • Respond to Field Installation and Maintenance Technician trouble calls
  • Troubleshoot Remote Connectivity Issues
  • Worked wif HP Netbooks, Verizon and AT&T Aircards, Cradlepoint 3G/4G Routers
  • Used Active Directory to Resolve Domain Name and User Account Issues
  • Used LANDesk for Software Deployment and Remote Control Troubleshooting
  • Hard Drive and Keyboard Replacement
  • Re-imaging and Configuring Netbooks
  • Documentation of Resolution Activities

Incident Response Team

Confidential

Responsibilities:

  • Respond to worldwide callers IT requests and needs
  • Cisco Anyconnect IP Phone Software
  • Mission Critical Issues (Line Down, Server Down)
  • RAS VPN Troubeshooting/Installation/Configuration
  • Active Directory for Account Troubleshooting
  • AS/400 Mainframe Account and Printer/Queue Issues
  • Application Installation/Configuration/Troubleshooting
  • E-mail Issues (Lotus Notes, MS-Outlook)
  • Maintain a respectful and proactive attitude regarding all customer issues
  • Make every attempt to resolve an incident wifin the time frame goal (11 minutes) before escalation
  • Present a halpful and professional attitude at all times
  • Help others in my area, and accept halp from them when necessary
  • Customer driven incident resolution

Confidential

Field Service Technician

Responsibilities:

  • On Site/In Home Support for Customers Hardware, Software, Networking and Other Related Issues
  • Receive Calls from Central Dispatch - Travel to Customer Site and Provide World Class Customer Service
  • Resolve Issues Involving a Variety of PC Hardware, Routers, Wifi Set-up, Software Configuration and Educating Customers
  • Proper Completion of Invoicing, Time Reporting and Related Documentation
  • Flexibility to Deal wif a Wide Variety of Situations

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