Help Desk Support Network Administrator

• Offering accomplished experience, credentials and technical expertise in the areas of PC and Desktop Support across Windows, Linux Networks and Telecommunications. Offers a proficiency in PC hardware and network client applications. Demonstrates proficient and expert knowledge of current server, desktop, laptop hardware systems and firm wide standard applications and utilities. Skilled in communicating highly technical information to both technical and non-technical personnel. Select areas of qualification include:
• Tier I and II Help Desk Hardware Support Peer-to-Peer User Groups
• Escalation Resolution Purchase Recommendations
• Internal/ External Customer Service Software Diagnostics
• Network Security Local Area Networks LAN
• Troubleshooting/Problem Solving Desktop Support
• Software Configuration PC Hardware Design and Setup
• Performing Daily Backups and Restoring Data Component Level Repair
• Computer Assembly System Installation
• Software Installation Phone Online Support

HIGHLIGHTS OF QUALIFICATIONS

• Fourteen years of experience working in a Help desk and Network Support.
• Knowledge and understanding of information technology operations, responsibilities, processes, and procedures.
• Monitor the performance of computer systems and networks.
• Provided a leadership role in a team environment.
• Managed Novel NetWare and Windows XP login and Password reset user accounts.
• Trained others in the use of applications and in technical support methods.
• Excellent troubleshooting and logical problem solving skills.
• Constant troubleshooting of Microsoft Office tools: Excel, Word, and PowerPoint.
• Strong customer service focus and excellent interpersonal skills.
• Pushed software installs and Windows OS installs with drivers and applications via Master 360.
• Performed network integration and system tests.
• Diagnosed application errors and network connectivity problems. Investigated and resolved computer software and hardware problems.
• Self-starter with a can do attitude.

TECHNOLOGY PROFICIENCIES

Software: Freshdesk, Cherwell, Jira Service Desk, Remote Service by Axeda, Confluence by Atlassian, MaaS360, LogMeIn, TeamViewer, Pidgin, MS Office 365 Word, Excel, Outlook, Access instant messaging software VMware applications Browsers: Internet Explorer, Firefox, Chrome, Safari, Tor Call-Tracking Tools: FreshDesk, Cherwell IT Management Hardware: PCs, Laptops, Tablets, SmartTV, Measy, Telephony Systems, IPhones, Ipad, Android Printers, Routers, Modems, Servers Networking: LAN VPN/Remote Connectivity, TCP/IP Platforms: Citrix, Windows, Ubuntu, Linux, KaliLinux, iOS, Android, NetWare Servers, Citrix

PROFESSIONAL EXPERIENCE

Confidential

Tier II Help Desk

• Support BMW VPP Networks for 325 dealership nationwide.
• Troubleshoot Networking issues for Time Warner system in 29 States.
• Resolve connectivity problems for Titleist media player in North America, South America, Center America, Asia, and Europe.
• Assisted in Spanish speaking clients to perform system updates and troubleshooting issues.
• Install and perform repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Supported Android mobile devices with the Good Technology - Good for Enterprise application.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Supported clients with specific computer network, hardware and software related issues.
• Delivered responsive product assistance and training for internal and external customers.
• Confer with staff, users, and management to establish requirements for new systems or modifications.

Confidential

Systems Support Analyst

• Replaced laptop motherboards, hard drives, optical drives, LCD screens, and fans.
• Dispatched field techs to certain job locations appropriate for the job.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Helped owner develop and implement marketing strategies that successfully increased client base.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Troubleshot and resolved computer problems built and upgraded systems installed software and performed general troubleshooting and maintenance for business clients and the public
• Assisted in Spanish speaking customers.

Confidential

Help Desk Support

• Provided computer help desk support via telephone communications with end-users.
• Performed diagnostic and troubleshooting of system issues, documented help desk tickets/resolutions,
• And maintained equipment inventory lists.
• Performed set-up, breakdown, and transport of agency equipment on an as-needed basis.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.

Confidential

Management Information Systems

• Configuring and installing computer hardware, computer and computer networks and software for network and stand alone computers.
• Responsible for loading new software and systems on existing equipment.
• Troubleshoots hardware and software conflicts and problems.
• Creating and maintaining user accounts.
• Backing up and restoring files.

Confidential

Dealer Administration

• Provided over the phone customer support with regards to checking and saving accounts.
• Assisted bank customers with account issues using JPMorgan Chase's PC-based computer system.
• Suggested and promoted additional bank services to customers.
• Attended weekly group and department meetings and shared status updates.
• Assisted customers with resolutions on account payments.
• Served as a translator for Spanish speaking customers.

Confidential

Verizon DSL Support Line

• Head of the bilingual technical support team.
• Received and resolved inbound calls for customers with DSL issues.
• Documented and assisted in the resolution of customer concerns and complaints.
• Served as a configuration specialist in modems, hubs, and routers.
• Responsible for the upkeep and function of computers, DSL modems, hubs, and routers.