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Tier Ii Help Desk Resume

CAREER SUMMARY: Possess over 3 years of solid experience in information technology in the areas of PC Technician, Desktop Support and Helpdesk/Call Center environments.

  • Built PCs from scratch to finish; installed and configured PCs.
  • Troubleshoot and resolved hardware/software issues for users/clients.
  • Assisted users remotely and on site.
  • Logged and updated trouble tickets to effectively track status through closure using Remedy application.
  • Deployed laptops and workstations utilizing corporate guidelines standardized image.
  • Owned and managed day-to-day operations of a company for six years.


TIER II HELP DESK Confidential 05/10-TILL DATE

  • Queue Manager: Monitors, approves and assigns eService and USD tickets to techs based on priority.
  • Assists users via phone/on-site on issues relating to hw/sw setups, installations and configurations. Joins new computers to domain and decommissions old systems. Ghosting and imaging of hard dives.
  • Administers BMC Remedy 7.5, Active Directory, installs and configures Lotus Notes 8.5, Windows 7/XP and other required software. Assists with Polycom VTC setup.


SV3 TECHNICIAN Confidential 10/09- 11/09

  • Rollout and deployment of new imaged Bank of America platform workstations and teleworkstations
  • Deleted partitions for security purposes from old systems and readied them for shipment.

ENVIRONMENTS: Dell, HP, and Win XP/Vista/NT

MIGRATION TECH Confidential 10/09- 10/09

  • Reconfigured BIOS for a new image.
  • Mapped network drives to copy/transfer users data.
  • Pulled new image from the server to configure new systems and reinstalled client.
  • Restored user data from the mapped network drives and login to newly created Global Domain to ensure Outlook functioned properly.

ENVIRONMENTS: HP, Dell, and NT/XP/Vista/2000

OWNER/MANAGER Confidential, 02/02- 11/08

  • Managed the companys daily activities, namely, planned driver assignments.
  • Supervised, assigned and dispatched drivers to pick up clients from nursing homes, doctors offices, hospitals or vice versa.
  • Prepared and electronically submitted bills to Medicaid/Medicare and other providers using a standard format for Medicaid and CMS-1500 forms.
  • Extensive knowledge and use of ICD-9 (diagnosis) and CPT (procedure) codes.

INSTALLATION TECHNICIAN Confidential 01/01- 12/01

  • Worked with a group of other computer technicians to enhance Montgomery County computer system, including new PC installs and resolved network connectivity issues.
  • Assisted users via phone or on-site to troubleshoot, install or upgrade hardware/software, and documented any action taken.
  • Escalated complex trouble tickets to senior technicians for further problem solutions using Remedy tracking application.


GROUPWISE TECHNICIAN Confidential 04/00- 11/00

  • Migrated users and resource archive files from the resource archive server (GroupWise Post Office 4.1) to destination archive server (GroupWise Post Office 5.5).
  • Reset client options and grafted users to integrate GroupWise objects with NDS objects.
  • Assisted with DBA functions, namely, created users and defined their access privileges.


COMPUTER TECH/DB DEVELOPER Confidential 01/99 -4/99

  • Assembled and configured cash registers.
  • Developed databases and designed menu graphics for these cash registers.
  • Replicated information from master drive to secondary drive using Octet Pro dubbing machine.
  • Extensive use of symantec ghost to re-image hard drives.

EDUCATION TRAINING: MBA Business Administration BS Information Systems DBA Oracle CNA Novell Netware DIPLOMA A+ Certification

Strong References Gladly Provided on Request

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