Tier 1 Help Desk Support Resume Profile

TECHNICAL SKILLS

Hardware:

Laptop/Desktop Workstations Dell, HP, Lenovo, Gateway, eMachines , Scanner/Copier installation Panasonic, HP, Fujitsu , Fax Machines installation Brothers Tellifax , Printer installation HP, Lexmark, Microtek , Route1's Mobikey an encrypted usb remote access device , Label Printers Dymo, Seiko , ShoreTel, MacBook Pro

Software:

Microsoft Office Suites 2007 Enterprise, 2003 Professional, 2010 Professional Beta , Mail Clients MS Outlook, Lotus Notes , Anti-virus/Suites Trend Micro, McAfee, Norton 360 3.0, Windows Live One Care , Security Suite Norton Internet Security 2010 , Framework installation .Net, Java Runtime, Windows Service Pack 2 3 , PC Maintenance Utilities JKDefrag, Auslogics Disk Defrag , Citrix, Logmein, ESET Anti-virus, Office:MAC 2011, Adobe CS5 for Windows and MAC , SCCM

Operating Systems:

Windows OS installations XP Professional, Vista Business, 7 Ultimate, 7 Professional, 7 Enterprise, Vista Home Premium, Server 2008, Server 2003

PROFESSIONAL EXPERIENCE

Confidential

Tier 1 Help Desk Support

Remotely troubleshoot desktop computer and network problems for instructional, business, and administrative computers. Provide high quality REMOTE level I and level II end user support. Ensure all service requests are documented and followed up for completion in our internal Help-desk database. Fundamental knowledge of Windows XP, 7, 8, and 8.1 Operating Systems, AS/400 Client Access, Oracle End User Application, Microsoft Office, and Mac OS X. Fundamental knowledge of PC/Server hardware repair, maintenance and OS installations. Install / troubleshoot computer-related devices video, sound, modem, printer, scanner, camera, etc. . Install, modify Oracle, School-Max, along with other software supported by PGCPS. Thorough knowledge of the PGCPS network including DHCP and TCP/IP configuration. Utilized active directory

Confidential

Desktop Support

Install and maintenance less computer hardware/software systems and supporting smaller user groups. Provide ongoing support of the standard hardware/software needs of the company. Provide basic one-on-one training to the user community. Basic troubleshooting skills. Travel to offsite hospitals to complete and finish migrations. Able to develop business relationships and communicate effectively with the user community. Able to troubleshoot peripheral device installation and configuration issues and applying solution.

Confidential

Lead Helpdesk Technician

Primary desktop IT resources. Provide diagnosis and repair of all laptop, desktop and printer reservoir. VOIP installment lead. Perform basic active directory IT admin duties. Provide conference room A/V setup. IT asset inventory management. Provide IT purchasing support for service contracts. Completed task that were given to me to be completed when needed to. Check the server to make sure that the backups were completed right.

Senior Helpdesk Technician

Confidential

View assignments thru the ITSM ticketing system. Install, configure, and upgrade computer hardware and software. Apply diagnosis techniques to identify problems that are going wrong with computer hardware and software. Provide active directory support as far as resetting passwords, giving user temporary admin rights. Coordinate with the NOC and OSLAN to setup network printers. Participate in special projects when needed. Install, configure, and troubleshoot Mobikey issues. Use LANDesk to remote in to user's workstations to solve issues. Keep a basic knowledge of today technologies. Assist in phone and helpdesk support for local and off-site users. Wipe all old workstations and servers to be surplus.

Refresh PC Technician

Confidential

Image about 15 to 20 laptop per day. Coordinated with the team lead to find out who is getting deployed. Unbox a certain amount of laptops to get setup for imaging. Configured BitLocker on the laptops so that they work to its ability. Help pack a certain amount of laptops, docking stations, and accessories to be ship out to another country. Setup local printers when needed.

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