Helpdesk Support Resume Islandia, NY - Hire IT People

SUMMARY

Information Technology Specialist with expertise in applying hardware and software support that meet the needs of the end user.
Effective at building relationships at all levels within an organization as well as with external clients and vendors.
Experienced in training Partners, and all levels of employees within an organization to maximize utilization of all equipment and software.
Accustomed to public speaking making large and small group presentations. Microsoft Windows 2000, XP, Vista, 7, Office Professional and Lotus Notes.

PROFESSIONAL EXPERIENCE

Confidential, Islandia, NY

Helpdesk Support

Responsibilities:

Monitored alarms for all five boroughs of New York on company specific software.
Created trouble tickets in Remedy.
Escalated trouble tickets to Network Engineers.
Checked, test user accounts for mobile connectivity.

Confidential, Fl

Desktop Support (Contractor)

Responsibilities:

Provided on - site and off-site support to clients at three local NJ offices.
Contacted vendors for quotes with regard to ordering new hardware and software.
Provided support for all mobile handheld devices which allowed the client to send and receive his/her emails, calendar entries and appointments.
Performed software upgrades on old and new computers via System Center Configuration manager (SCCM).
Programmed VOIP Telephone system for new hires.

Confidential, NJ

Desktop Support

Responsibilities:

Provided on-site and off-site support to clients
Responded to 20 - 30 cases a day which were assigned by the Helpdesk or walk-up clients with ninety-five percent of the cases being resolved within forty-five minutes.
Performed maintenance and replaced parts for all the network printers.
Placed orders with vendors for all the needs of our clients.
Provided support for all mobile handheld devices which allowed the client to send and receive his/her emails, calendar entries and appointments.
Secured and tracked all firm assets by entering asset tag, serial numbers and the client’s information into an Excel spreadsheet. Part of the due diligence in locating missing assets was using security camera recordings to apprehend theft suspects.

Lead Technician

Confidential

Responsibilities:

Supervised four desktop technicians and two contractors during the upgrade process of the Confidential and Young firm wide operating system.
Prepared and submitted all reports and documentation to my managers on a daily basis.
Maintained and assigned all computer assets within the NY and NJ offices.
Assured correct amount of assets are kept on hand for the upgrade process.
Duties consisted of training the newly hired individuals about all the resources available to them.
Introduction on how to use the assets that they will be using during their employment with Confidential & Young.
Advised them of the security policy and procedures with regard to the firm’s assets and client sensitive data.
Provided service to client that placed calls to the helpdesk.
Performed laptop and desktop upgrades for clients, whose computer leases were expiring and then migrated data to server and then into new machine.
Converted to regular employee status with Confidential & Young, LLP
Patrolled an assigned district on a daily shift basis.
Demonstrated tact in high stress situations
Resolved issues between individuals and large groups.
Carefully documented all incidents and events daily.

Confidential, Elizabeth, NJ

Owner Operator (Contracted Driver)

Responsibilities: