help Desk and Support Resume Profile

Overview of Technical Abilities:

Applications: Experienced with Remedy, HP OpenView, HEAT, Jira, BMC Service Desk Express ServiceNow ticketing systems, previously supported applications include MS Office through 2010, Adobe Acrobat through X, most common COTS applications, Ghost imaging, USMT, Dell Automated Deployment, Tivoli Enterprise Management.

Hardware: Knowledgeable with Lenovo, HP, Dell desktops laptops HP Thinclient, network printer support and connectivity Capable of all necessary workstation imaging, configuration and repair, Blackberry, Android, iPhone support. Completed A training

Email: Exchange 2010, Outlook through 2010, Office Communicator 2007 R2 including user account configuration, personal folder maintenance, profile migration back-up, Blackberry Enterprise, ActiveSync for iPhone, Lotus Notes 6 7

Network: Active Directory, TCP/IP configuration, Network services including DNS, DHCP, workstation connectivity Experienced in supporting Wireless, VPN, Citrix, Tivoli Enterprise Management, SCCM/SMS, Intermediate server support and network operations, Intermediate Cisco skills

Client Security: Experienced in detection and remediation of security issues arising from virus and malware intrusion effecting local hosts. PGP, Bitlocker, PointSec McAfee disk encryption, local host firewalls, Symantec Endpoint Protection through 11, TrendMicro Enterprise, McAfee VirusScan

Operating Systems:

Windows through 7 Enterprise, DOS, Citrix VM environment. Some Unix/Linux
Asset Management: Specification, procurement, deployment, tracking and recovery of deployed business assets including enterprise level refresh cycles, application and operating system upgrades and migrations

Service Delivery Management:

Expertise encompasses all phases of Field Service support and reports including: Labor distribution, contract, billable and warranty service report processing, expense, procurement, warranties, repairs, maintenance orders and related documentation.
Extensive customer contact in troubleshooting and problem resolution pertaining to service disputes or service contract renewal.
Effectively provide administrative support to Field Service Technicians.

Project Management:

Agile ability to capitalize on background in InfoTech Physical Security for value add to project teams and client organizations
Experienced liaison to client in analysis of project scope and goals, research and preparation of documentation outlining necessary resource management, materials procurement and scheduling emphasizing detail regarding projected financial and operational impact.
Highly adept in managing project progress and maintaining client expectations throughout the project life cycle, compile project related documentation and analysis including business and operational impact, potential profit loss, final as-built and material specifications.

Technical Support Experience:

Confidential

Daily end-user support utilizing Windows 7 XP SP3 Professional, Office 2010, Outlook 2010, Tivoli Enterprise Management, Service Now ticketing. Also functioning alongside asset provisioning and management in the deployment and recovery of workstations, telephony equipment and Blackberry devices. Delivering assistance to both local and remote users nationwide.

Confidential

Short-term engagement at The Urology Center of Colorado providing daily end-user support in a primarily Citrix-based thin-client environment including the support of Windows XP 7, Office 2010 and Centricity Practice Solution. Also supported local network, server and SAN back-up activities.

Confidential

Primary point-of-contact for Information Technology operations at healthcare management subsidiary of Aetna Health. Daily oversight of site IT operations, end user support and technology asset management including computers, peripherals, telephony, A/V conferencing and support, deployments, updates, migrations and inventory documentation. User base includes teleworkers and office environment.

Confidential

Short-term project support Hardware deployment and support

Confidential

Migration support for Windows 7, Exchange 2010, Outlook 2007, Office 2007 Office Communicator. Reporting directly to the CIO, daily duties transitioned to asset procurement, configuration, deployment and management as well as Tier II end-user support.

Confidential

Regional Team Lead for full-scale W2K to XPSP3 operating system migration at Xcel Energy. Initial point of escalation, resource training oversight and management of on-site project operations. Upon completion, task focus transitioned to full-scale enterprise laptop refresh.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship