Technical Support Resume Profile

TECHNICAL SKILLS

Hardware: IBM 370/148 AS400 Hewlett Packard 3000 series iPhone, Android, and Blackberry devices. VPN setup and training.
Applications: Thomson One Citrix Novell Netware DameWare PC-Duo LANDesk Remote Control MSOffice Professional Suites Lotus Notes MS Outlook WordMail MS-CRM, HEAT, Service Now and SCOPUS Call Logging. Sygate Symantec McAfee, etc., firewalls, antivirus and antispyware packages . Terminals.
Operating Systems: Active Directory Windows 7 XP NT 2000 EDOS/ VS Spectrum Menu Drive Back Office Pick Basic Microsoft Server 2003 and 2008.

PROFESSIONAL EXPERIENCE

Technical Support/ HelpDesk

Confidential

Under contract to VITA, Email and Phone HelpDesk Support of VITA Developers and State Users.
VITA VCCC would forward tickets to my team as 2nd Level Support to assist users with new applications and systems.
As a Help Desk Analyst, provided information in developing Microsoft CRM to support the Development team in tracking and fixes.
Moved and assigned profiles of Developers and Users from Test Domains to Production.

Active Directory-Service Desk

Confidential Email and Phone HelpDesk Support of BB T Bank and the Scott Stringfellow Securities Division.
Heavy Outlook support and Microsoft Office 2007 2010.
ServiceNow to track and assign issues to appropriate groups.
Remote Access to Users to Install, reconfigure I.E., re-map drives, VPN support and reattach network printers.
Supported Blackberry, iPhone and Android devices.
Active Directory account administration such as enabling, disabling, and resetting accounts and mailboxes
Remote access to network printers to identify and repair issues.

Contractor

Confidential

Migration Project of Win7 laptops and desktops.
Installation of many types of software: Citrix, SMS, PL/ SQL Developer, Enterprise Administrator Client Software, PeachTree/ Sage, etc.
Tested software packages for effectiveness and functionality.
During Deployment, End Users archives, favorites, and position specific software and printers would be installed on new PC.
Solved Outlook/Exchange configuration issues such as permissions, shared Outlook Mailboxes, email rules, data migration, etc
Remote installations were routinely performed using RDP and DameWare.
Routinely assigned certain Permissions to Field Auditors, Developers and Supervisors.
Installed RAP and Audit Access Apps for Oracle and MS Access.
Strong knowledge in remote LAN connectivity support including VPN technology
Instructed users on VPN access.

Consultant/ Help Desk Analyst

Confidential Citrix Management Console used extensively to resolve application issues.
Active Directory Management and HEAT ticketing system were used to manage client accounts and detail fixes.
LANDesk Remote Control to access, repair and/ or install Applications on PCs and Blackberry.
Performed Password Resets. Printer Restarts.
Active Directory account administration such as enabling, disabling, and resetting accounts and mailboxes
Resolved TCP/ IP and Proxy Settings through Internet Explorer.
Resolved Issues of Virtual Private Network VPN clients.
Analyzed and Resolved Blackberry tethering and installation problems.
Supported UPS Drivers with DIAD issues.
Support of Users Migration from Lotus Notes to Outlook on their Laptops and BlackBerry.
Monitored and Resolved Site Outages. Contacted NOC and carriers for information to aid in resolving Outages.
Monitored and Tested access to T-1 and the backup ISDN lines to Sites.

PC Support Specialist/ Helpdesk

Confidential

PC/ Level I and Level II Network Support.
Member of a team supporting Bank of America Associates in a Novell, NT Server and Mainframe environment.
Client Calls were logged using Scopus ticketing.
Assisted Clients in Corporate Migration from WordMail to Lotus Notes.
Constantly monitored network connections and assisted end users experiencing problems such as: connection and protocol issues, mainframe and Novell password resets, MSOffice Professional applications.
Installation of applications, setup, packaged and shipped PC's for Department of Health and Social Services.