Profile

I possess a thorough knowledge of hardware and software system attributes. I am highly motivated and enjoy learning and empowering other personnel.

Technical Skills

• Operating Systems: Windows 9x, MS Windows 2000, MS Windows 2003 Server, MS Windows XP Pro
• Administration: MS Windows 2003 Server Active Directory, Terminal Server, IIS Web Server
• Software Packages: MS Office 2003, Outlook 2000/2003, Adobe Acrobat Professional 5.0-7.0
• Network Devices: Switches, Router, Hubs, Bridges, NICs, Cabling.
• Network Architecture: LANs, WANs, Ethernet, Wireless LANs
• Network: Protocols: TCP/IP, IPX/SPX, PPP, SMTP, POP, HTTP, DNS, WINS, FTP
• Hardware: Proficient at installation, integration, upgrade, troubleshooting and support.

Career Progression

Confidential

• Answer customers' distress phone calls in a courteous and friendly manner
• Willing to find answers to all customers' questions
• Instruct customers on how to solve computer problems
• Suggest steps for prevention of future computer problems
• Repair and upgrade desktop PCs HP, Dell, Sony Vaio, etc.
• Repair and upgrade notebook PCs Gateway, emachines, HP, Dell, Sony, Toshiba, IBM, ACER, etc.
• Install, upgrade, and configure Windows Operating System 2000, XP, Home, Pro, Vista Home, Business, Interprises, and Ultimate and antivirus software Norton Internet Security, Kaspersky Internet Security, Bit Defender Antivirus Plus V10, Windows Live Onecare
• Install and troubleshoot computer hardware and software
• Assist CompUSA customers in identifying and correcting computer problems at the store and by phone
• Utilize Seibel 7 to write and generate paperwork fro CompUSA customers to check in and out
• Complete data backup, data transfer, and data recovery with a variety of software, such as Roxio Easy Media Creator 9.0, Easy Recovery Professional 6.0, Nero Ultra 7 and Symantec Ghost 10.0
• Analyze how customers use their computers to determine what software and security are needed
• Install the best security solutions and productivity software
• Configure customers' computer settings to get maximum efficiency at start-up
• Optimize all customers' settings for the most updated compatibility
• Update critical software so customers get the utmost performance

Confidential

• Knowledge and experience in Active Directory setup, implementation TCP/IP networking
• Required to handle and perform duties in timely fashion under SLA Service Level Agreements
• Performed imaging with Ghost server and installed software updates through ASD
• Sound knowledge and understanding of Pointsec encryption software
• Performed data recovery, data swap and backup for end users
• Editing Re-initializing the registry
• Used Remedy ticketing system and administration
• Knowledge and use of SMS Systems Management Server for remote troubleshooting and application installation
• Developed proficiency in primary skills of data networking, customer relations, principles of digital transmission, fiber communication, data communication LANS/WANS , Operating Systems, and Online network control/maintenance systems.
• Replaced motherboard, hard drives, and LCD's on Dell Laptops

Confidential

• Supported US Airways Network
• Maintained friendly presence and helpful attitude
• Exhibited good interpersonal skills and ability to work with others
• Provided technical support over the phone using quality telephone skills and professional demeanor
• Displayed good problem solving skills with the ability to visualize a problem or situation and think abstractly to solve it
• Demonstrated the ability to handle constantly changing flow of traffic, remaining productive during slow times, exercising multitasking effectively during busy times, and exercising patience an professionalism during stressful situations
• Worked responsibly with or without direct supervision
• Provided technical support for computers and associated network
• Installed, troubleshoot, serviced and repaired personal computers, network equipment such as servers, modems, multiplexes, related PC software, cables and connectors
• Provided personal computer, hardware, and software support
• Installed, serviced and repaired personal computers and attendant software
• Connected personal computers and terminals to existing data networks
• Maintained trouble logs in peregrine ticketing system
• Re-imaged personal computers and laptops
• Performed all MS critical updates
• Set administrative password
• Placed username in administrative group
• Set computer name using standard naming matrix
• Installed back office software
• Configured proxy for IE and Netscape
• Configured Norton Antivirus schedules scan a Live Update
• Updated virus definitions
• Loaded department specific software and applications
• Activated remote desktop
• Assisted customers with computer related issues

Confidential

• Set up and configure PCs for new employees and consultants
• Install hardware and software for end users as stated on DART requests
• Install and configure several different types of printers on the Freddie Mac LAN
• Troubleshoot hardware and software issues as required
• Update common troubleshooting issues into a knowledge base to be shared among entire Desktop Support staff
• Re-Image PCs and laptops for re-use by a user as assigned
• Complete Vantive and Remedy trouble tickets as required based on assignment
• Address customer service issues and follow up with completed DART requests
• Backup user's data from older machines and restore said data to a new machine

Confidential

• Setup the BIOS on a Microsoft Windows NT workstation for Windows XP migration
• Monitor migration via Altiris Deployment Server Console 6.1
• Install commercial off the shelf software as well as PTO automated information system software and optional applications identified per customer on migrated computers
• Configure user profile
• Verify the workstation can log into the domain
• Confirm user can access the network drives
• Substantiate the user's data such that critical data and user profile are restored
• Configure the video settings and desktop theme
• Troubleshoot and resolve hardware and software problems that may arise during migration attempts
• Establish that the patent and trademark applications are accessible and do not have any application errors
• Install and troubleshoot local and network printer drivers on the workstation and make sure they are accessible
• Certify Microsoft Outlook is accessible and the user data are restored such as mailbox.pst and mailbox.pab
• Define the group policy by running gpresult on the SOS prompt
• Ensure that all computers are successfully migrated and are in usable state before 5:30 A.M.
• Conduct follow up with the users and help them find applications, documents and spreadsheets on their workstation
• Communicate with existing Trawick and PTO employees to find answers when tough questions arise and provide updates on progress, identifying issues, etc.

Confidential

• Assist users in identifying and correcting computer problems
• Trouble shooting Microsoft 2003 Office Suite
• Install and configure Windows 2000 and XP Professional into a business environment
• Trouble shoot Windows XP and 2000 systems on a daily basis
• Build custom build Desktops, and configure them with special applications
• Install and troubleshoot computer hardware and software
• Refer new hardware and software requirements to Help Desk Supervisor
• Provide End-User support in all Microsoft Applications
• Setup small and medium scale networks. Cabling, configuring desktops and assist building a Windows Domain with Active directory. Created users and delete users in a domain environment.
• Work within inventory processes to facilitate inventory control
• Perform other duties as assigned in support of the customer
• Work in a highly dynamic work environment, and value customer satisfaction
• Provide excellent communication and leadership skills, interpersonal skills with the ability to
• interact with all levels of employees