Systems Help Desk Consultant

Skills

Employment History:

Professional Experiences:

Confidential

PC Technician

Responsibilities:

• Disassemble old desktop workstations and peripheral assets for removal.
• Installed new desktop workstations and peripherals.
• Hard Drive disk wipes old desktop workstations for surplus.
• Prepare surplus assets for removal.

Confidential

PC Technician Contractor

Desktop/Laptop Surplus Project

Responsibilities:

• Hard Drive imaging backups and disk wipes to surplus assets.
• Imaging Desktops and Laptops for deployment.
• Desktop and Laptop workstation setup.
• Incident/Project reporting, tracking and escalation.

Confidential

Private/Independent on call services.

Responsibilities:

• Windows PC configurations, hardware and software installations and upgrades.
• Hardware component replacement, data and system recovery support.
• OEM Operating System upgrade.
• Problem diagnostics and recovery.
• On call Desktop and Laptop support service.

Confidential

Responsibilities:

• Performed first level operations analysis across multiple computer platforms to maintain stability of all systems, application software components. Monitored Production batch job flow, Mainframe System backups and VERITAS Server backups via UC4 automated scheduler. Monitored and maintained Storage-Tek Tape Silo system to assure resource availability and access. Used system software tools and established procedures to monitor all systems to ensure availability and user access.
• Collaborated with internal and external user groups Support, Developers, Production and End-users to coordinate needed activities and to minimize problems that would impact system availability and user access.
• Provided first level support for all system equipment Mainframe Processor, Consoles, Network Servers, DASDs, Tape Drives and Storage Units and system peripherals PC-Workstations, Printers, Document Shredder by using a system software tool REMEDY a trouble ticket reporting and tracking database to analyze, report, escalate and document all problem incidents. I provided after hours Help Desk and user support, logging trouble tickets, resetting password and user access. Maintained PC-Workstation configurations, applied patches, upgraded client applications. I have upgraded PCs using Windows OS OEM operating system disc. Provided a shift turnover report for incoming shift, informing the shift of status of daily activities, pending jobs schedules, user request and problem incidents.
• Assisted with training of new employees on procedures, use of equipment and general operation activities of the Data Center. Assisted with the inventory of supplies and equipment.

Confidential

Computer Operator Contractor

Responsibilities:

• Performed first level operations analysis across multiple computer platforms to maintain stability of all systems, application software components. Monitored Production batch job flow, Mainframe System backups and VERITAS Server backups via UC4 automated scheduler. Monitored and maintained Storage-Tek Tape Silo system to assure resource availability and access. Used system software tools and established procedures to monitor all systems to ensure availability and user access.
• Collaborated with internal and external user groups Support, Developers, Production and Users to coordinate needed activities and to minimize problems that would impact system availability and user access.
• Provided first level support for all system equipment Mainframe Processor, Consoles, Network Servers, DASDs, Tape Drives and Storage Units and system peripherals PC-Workstations, Printers, Document Shredder by using a system software tool REMEDY a trouble ticket reporting and tracking database to analyze, report, escalate and document all problem incidents. I provided after hours Help Desk and user support, logging trouble tickets, resetting password and user access. Maintained PC-Workstation configurations, applied patches, upgraded client applications. I have upgraded PCs using Windows OS OEM operating system disc.

Confidential

Operations Technician II Maryland Operations Center

Responsibilities:

• Help Desk, providing first level user and customer support at the Maryland Operations Center and remote site locations by logging incoming calls using application system tools to analyze report and document all incidents. Assisting user and customer access and connectivity between Frontend Systems and Network Servers.
• Provided PC -Workstation setup and configuration. PC-Workstation support, performing diagnostics to detect hardware and software problems. Checking PC-Workstation performance, system and network integrity. Performed PC-Workstations upgrades hardware/software and replacement.
• Collaborated with higher level support groups in problem determinations and resolutions. Monitoring and ensuring e-mail flow over the LANs and WANs, checking for delays in routing services using network application tools for testing.
• Ticket Desk help desk ticket tracking system is efficient and designed to do only one thing, facilitate communications between help desk staff and end users. The overriding design goal is to be as simple and frictionless for both users and help desk staff as is possible
• Monitored AS/400 Systems production batch job processing, schedules and backups. Using the system console to respond to system and user requests for tape mounts, special backups, file restores and data transfers between Frontend Systems and Network Servers.
• Provided first level support for all system equipment Mainframe Processor, Consoles, Network Servers, DASDs, Tape Drives and Storage Units and system peripherals PC-Workstations, Printers by using a system software tool TAR a trouble ticket reporting and tracking database to analyze, report, escalate and document all problem incidents. Provided a shift turnover report for incoming shift, informing the shift of status of daily activities, pending jobs schedules, user request and problem incidents.