First Data Desktop Engineer Resume

OBJECTIVES

Ten years of professional desktop support specialist experience in installing, maintaining and supporting Operating Systems, software, servers, and hardware on government & corporate classified and unclassified networks.
United States Government security clearance, Expert problem solving and technical skills; MS Windows XP/7/8.1, MS Office 2007/2010, MS Windows Server 2003,2008, MS Windows Active Directory, MS SharePoint, Security, LANDesk, Remedy, Adobe, Cisco VPN, SSL VPN, Applications, Lotus Notes, LAN, WAN, Remote Access
Network Security, Network Media, TCP/IP, DNS, DHCP, Computer hardware, personal computers, Blackberries, laptops, printers, faxes, scanners, Computer installations, PC architecture knowledge, PC component install skills and Troubleshooting skills

PROFESSIONAL EXPERIENCE

First Data Desktop Engineer

Confidential

Responsibilities:

Responsible for deploying software to over 23000 production and non - production systems using LANDesk.
Responsible for creating and maintaining thin client images to deploy to terminals using HP Device Manager.
Work with project managers and programmers to validate software before deploying to production systems.

First Data Desktop Analyst

Confidential

Responsibilities:

Second level support for resolving local and remote issues related to Desktops, Laptop, MAC, printers, and network connectivity.
Responsible for disturbing software and hardware for local and remote users.
First level support for resolving local and remote user’s personal computer problems pertaining to MS Office 2003/2007, VPN, network connectivity.
Conducted month long training classes and on the job training for new employees.

Unisys Helpdesk Technician II

Confidential

Responsibilities:

Experience creating, troubleshooting, and resolving detailed Service Center tickets relating to domain access, network connectivity, wireless connectivity, VPN, Lotus Notes and other issues that are helpdesk resolvable.
Experience in assigning irresolvable Service Center tickets to the respected queue, based on the information gathered from a caller, email or fax.
Use Active directory to manage and verify user accounts/passwords of major international pharmaceutical company.
Help caller from basic to advance windows application and operating systems questions.
Work with team to help improve process and troubleshooting techniques and problem solutions

Desktop Support Technician

Confidential

Responsibilities:

Remedied countless Remedy trouble tickets relating to installing, configuring or fixing operating systems, personal computers, servers, laptops, printers, faxes, scanners, common access card reader, and other peripherals devices
Installed and supported Microsoft Windows XP, Window Server 2000/2003, Microsoft Office 2000/2003 suites and other costumer related applications.
troubleshoot and remedied network connectivity issues on internal network for local and remote user.
Utilized Site Keeper and Remedy to automate tracking 480 software applications and over 10,000 individual license agreements, eliminating software violations, avoided potential $1M fine, resulting in a Best Practice Award during a Unit Compliance Inspection.
Create and modify Active Directory user accounts and groups allowing local user and remote user access the intranet and other internal applications.
Develop InfoPath SharePoint workflow templates (utilizing K2.Studio Workflow), to replace legacy paper processes, therefore decreasing the amount of time and paper used to complete the processes.