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Help-desk Operator Resume Profile

New, YorK

Summary

Highly motivated I.T. support professional. Diverse experience installing and servicing computer hardware and software. Reliable, hard working, and dedicated team player who works well under pressure and with minimum supervision. Customer and client oriented problem solver with an ability to adapt to new situations. Sound written, oral and organizational skills.

Technical Skills

Software/Hardware:

Microsoft Office Suite, Acrobat, McAfee, Norton, AVG, Microsoft Exchange Sever, Microsoft Outlook, Lotus Notes, Quartus II, VMware, Active Directory, BMC Ticketing System, Net IQ Directory and Resource Administrator, ZENworks 11 SP2, Bomgar, ServiceNow, iPrint, Acronis True Image,

Laptops, Workstations, Modems, Network cards, Memory, printers, scanners, and other peripherals

Computer Maintenance

:Computer assembly and disassembly, operating system installations, Windows update, system restore, data recovery, disc clean up, disc defragmentation, installation of anti-virus, firewall, virus removal, file transfer setting, and new user configurations.

Operating Systems:

Microsoft Windows 95/98/2000/XP/NT/ Vista/7/8/8.1, Windows SP 2 3, Mac OSX, Linux, Ubuntu, Android OS, Apple IOS, BlackBerry Mobile OS, Chrome OS

Computer Languages: C, C , Python, HLA

EMPLOYMENT HISTORY

Operation Center Specialist, Confidential

  • Monitor, investigate and resolve urgent, high and medium priority incidents.
  • Responsible for the maintenance and backup of the Operations Center Wiki page powered by Confluence.
  • Monitoring servers and application alerts through the use of various monitoring tools such as, BMC BPPM, NAGIOS Core and WebsitePulse.
  • Working closely with the CMDB team to keep all server, database, and applications up to date in the BMC CMDB
  • Helpdesk Support for Active Directory, GOOD, Symantec PGP, RSA Secure Login, BlackBerry Server, Microsoft Dynamics CRMand Proof point Protection Server.
  • Administrator for AutoSys batching scheduler in multiple environments.

IT Operations Analyst, Resources IT

  • Imaged, Installed and configured workstations, peripheral equipment and software within established standards and guidelines.
  • Determined source and nature of computer malfunctions using diagnostic and application software.
  • Updated ticket tracking system with status and fixes.
  • Recommended and devised implementation strategies for products that enhanced and supported business objectives.
  • Assigned and tracked computer inventory.
  • Supported multiple brands with over 300 clients in each brand with PC troubleshooting skills by using remote desktop protocol and on sight field support.
  • Acquired knowledge necessary to support new technologies introduced into computing environment.
  • Participated on project teams that provided assistance, support and consultations on issues.

Help-Desk Operator

  • Created network and e-mail accounts based on various departments user profiles.
  • Supported and activation of Blackberry devices.
  • Provided Level 1/2 technical support, and referring to Network and Server Administrator staff when necessary.
  • Managed calls using Cisco Systems IP Phone Agent Desktop application.
  • Used Dame Ware Remote Access software to troubleshoot and solve client problems.
  • Used Magic Solutions Network software to operate help desk.

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