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Desktop Support Resume

OBJECTIVE

To obtain a challenging management, team lead or senior desktop technical position that will utilize my various hardware and software skills that I have obtained through nearly 10 years in the IT industry. The desired position would hopefully offer an opportunity to advance into either a networking, supervisory or project management role.

SKILLS SUMMARY

I have nearly 20 years of experience in computer operations and a Bachelors degree in Computer Information Systems. I have been involved in supporting multiple computer systems and end-users having software and hardware problems. I have experience with the following technologies: MS Windows 1998, NT, 2000, XP, Vista and 7 MS Office 2000, 2003, 2007 MS SMS MS Group Policy MS Active Directory MS Registry MS Server 2000, 2003 Norton Ghost Novell ZenWorks Citrix Cisco VPN, routers and switches Linux (OpenSuse, Fedora and Ubuntu) Remedy and Altiris Ticketing Systems MAC OS X (Snow Leopard and Lion) Experience

Confidential Senior Tier 2/3May 2011 To Present Network Engineer

  • Provide in-person, telephone and e-mail desktop support to staff of the American Geophysical Union
  • Install new and move existing desktop equipment
  • Install COTS software to desktop equipment
  • Re-image desktop equipment using Altiris
  • Replace faulty hard-drives in desktop equipment
  • Create user accounts using Active Directory
  • Assigned users to appropriate mail groups
  • Reset network passwords using Active Directory
  • Provide remote maintenance on end-user systems using Remote Desktop Connection
  • Troubleshoot configuration issues/conflicts on desktop equipment
  • Ensure network connectivity to desktop equipment
  • Instruct end-users on VPN access using Cisco VPN Client
  • Set up A/V equipment for Agency conference rooms
  • Install and perform maintenance on Agency printers (network and stand-alone)
  • Member of network team responsible for troubleshooting delays and outages
  • Point-of-Contact for outside maintenance contractors and work orders
  • Member of IT support team responsible for testing and evaluating new equipment and software
  • Install/configure MAC desktop computers
  • Install MAC OS X software
  • Configure MAC computers to LAN
  • Configure MS software to work on MAC

Confidential Tier 2/3 Desktop Support July 2010 To April 2011

  • Provide in-person, telephone and e-mail desktop support to HQ staff of the Federal Equal Employment Opportunity Commission
  • Install new and move existing desktop equipment
  • Install COTS software to desktop equipment
  • Re-image desktop equipment using Symantec Ghost
  • Replace faulty hard-drives in desktop equipment
  • Create user accounts on desktop equipment
  • Assigned users to appropriate mail groups and drop-box access in Novell GroupWise
  • Reset network passwords using Novell Zenworks Control Console
  • Provide remote maintenance on end-user systems using Novell Zenworks
  • Troubleshoot configuration issues/conflicts on desktop equipment
  • Ensure network connectivity to desktop equipment
  • Instruct end-users on VPN access using Cisco VPN Client
  • Set up A/V equipment for Agency conference rooms
  • Install and perform maintenance on Agency printers (network and stand-alone)
  • Instruct field technicians on troubleshooting procedures of Agency equipment
  • Member of network team responsible for troubleshooting delays and outages
  • Point-of-Contact for all outside maintenance contractors and work orders
  • Member of IT support team responsible for testing and evaluating new equipment and software
  • Provided MAC support for remote users
  • Install MAC desktops to LAN
  • Configure MAC laptops for wireless connectivity

Confidential - Washington, DC Bureau May 2008 To February 2010Site Lead Desktop Support Engineer

  • Provided desktop support for Thomson Reuters Washington, DC Bureau Maintained accountability of all computer equipment for the Washington, DC Bureau and satellites (to include Department of the Treasury, Department of Labor, Department of Commerce, Supreme Court and Department of State)
  • Maintained accountability of all computer equipment for the Washington, DC Bureau and satellites
  • Provided laptop maintenance for bureau staff
  • Provided Blackberry support for bureau staff
  • Provided network support on Cisco routers and switches
  • Installed/configured required and ancillary software to customer pcs and laptops
  • Re-imaged bureau pcs and laptops
  • Imaged pcs and laptops for deployment
  • Installed wireless air cards on customer laptops
  • Provide support to include setup and teardown for special events i.e. IMF/World Bank Meeting, Presidential Debates, Election and Inauguration
  • Provided support for BCP Sites located in Annapolis and Rockville, MD
  • Assisted Network Engineers with router and switch installation and configuration
  • Assisted developers with testing and roll out of new software
  • Performed daily, weekly and monthly backups on servers
  • Coordinated disposal of broken/outdated equipment
  • Install/configure MAC desktop computers
  • Configure MAC laptops to work on wireless LAN
  • Install/configure MS software to work on MAC

Confidential Tier 1 Phone Support (Temporary Assignment) Sept. 2007 To Dec. 2007

  • Remote administration of user PCs and laptops
  • Used Active Dictionary to reset user passwords and find computers in network
  • Provided remote connectivity via Citrix
  • Installed/configured Outlook
  • Instructed on document setup/format in iManage/MS Word
  • Scanned e-mail attachments using World Secure
  • Recovered lost documents using Desksite
  • Installed Printers
  • Resolved Deltaview issues
  • Installed ancillary software
  • Escalated tickets to appropriate service for resolution

Confidential Tier 2/3 Desktop Support (Refresh/Reimage project) July 2007 to Sept. 2007

  • Re-imaged pcs using Symantec Ghost for Pentagon Upgrade Project (over 6500 pcs)
  • Backed up users complete hard-drive to network drive Re-installed users data back to hard-drive after Ghost

Confidential Tier 2-3 Desktop Support Technician (Contractor) Oct. 2006 To May 2007

  • Retrieved work assignments from Magic ticketing system software
  • Maintained computer servers, workstations, switches and routers for two (2) buildings of a major government agency.
  • Responsible for installation of operating systems (Microsoft Windows XP, 2000 Professional)
  • Set up new user accounts
  • Set up e-mail accounts
  • Utilized Microsoft SMS for remote workstations manipulations
  • Responsible for installation of local application software
  • Use Microsoft Active directory for all node/user transactions and manipulations
  • Install workstations on network via Wins and DNS
  • Use TCP/IP Protocol for new or re-installation of nodes on to network
  • Ghost (re-imaged) workstations as needed fro network images.
  • Maintained two (2) training labs
  • Set up audio visual equipment for training labs
  • Installed new mother boards and memory
  • Assist with new password assignment to include walking customer through
  • Fault trace connectivity problems from wiring closet switches/routers to workstations
  • Installed local and network printers
  • Maintained hardware inventory

Confidential Computer Support Technician(TemporaryAssignment) Aug. 2005 To May 2006

  • Retrieved work assignments from Remedy
  • Maintained computer workstations for major government agency
  • Responsible for installation of operating systems (Microsoft Windows XP, 2000 Professional)
  • Utilized Microsoft SMS for remote workstation manipulations
  • Responsible for installation of local application software (Viewstar, Nemis)
  • Used Microsoft Active Directory for all node transactions and manipulations
  • Installed workstations on network via Wins and DNS
  • Used TCP/IP Protocol for new or re-installation of nodes onto network
  • Ghosted 3000 workstations for call center rollout after Hurricane Katrina
  • Re-imaged workstations when required due to constant usage (24/7)
  • Installed new mother boards and memory
  • Set up four (4) training rooms with new workstations to include installing operating system and required applications
  • Assisted with new password assignment to include walking customers through applying new password to account
  • Fault trace connectivity problems from wiring closet to workstation

Confidential Pyxis Pharmacy Technician Jan. 2005 To July 2006

  • Filled and maintained Pyxis Medication Dispensing Machines for very large urban medical center
  • Responsible for narcotic inventory in Pyxis machines
  • Installed Pyxis machines on units which included loading Operating System software (Microsoft Windows 95, 98, 2000)
  • Troubleshooted software related issues Pyxis machines by rebooting, resetting defaults or re-installing operating system and Pyxis Program
  • Tested connectivity to Pharmacy console via ping and trace route utilities
  • Installed Pyxis Connect software on units
  • Assisted in Formulary updates and additions through Pyxis Console
  • Entered Doctors order using Meditech order entry software

Confidential IT Support Technician Aug. 2004 To Jan. 2005

  • Member of roll-out team for installation of 3000 new workstations
  • Installed operating system software on new machines to include Microsoft Windows 95, 98, 2000, XP, Microsoft Office Suite and Novell Netware
  • Created individual and group accounts for Novell GroupWise Mail.
  • Installed mission essential software such as ANSOS, Siemens Invision, SMS, radiology software and several local software packages
  • Performed connectivity testing using ping and tracer route utilities
  • Performed QC tests on work stations prior to being deployed
  • Installed and configured Meditech software
  • Installed and Configured Cerner software
  • Installed and Configured Siemens Invision Radiology software

EDUCATION

May 2001 May 2006 B.S. Computer Information Systems Major: Computer Science Minor: IT Management

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