SUMMARY

• Eight years troubleshooting experience in a desktop support and helpdesk role with solid practical experience of technical support environments
• High - level programming ability in multiple computer languages
• Desktop computer and networking technician with great troubleshooting, problem resolution skills, and excellent customer service commitment, including deploying/setup of computers
• A quick learner with a commitment to continued technical education and training

TECHNICAL SKILLS

Operating Systems: Microsoft Windows Server (2003, 2008), Client (Windows 2000, XP, NT, 98, 95, DOS, Vista, 7), Active Directory; Novell Netware, Mac OS X, Suse Linux Enterprise Server 11, TCP/IP configuration

Network Infrastructure: LAN TCP/IP, DNS, WINS, DHCP Bay Stack switches and hubs, VPN, Firewall; DSL, Dial-up, network wiring

Hardware: PC desktops, laptops and servers, from Dell, Compaq, Gateway, HP and IBM\Lenovo; network cables, Terminal Servers, network printers and print servers, Cisco routers and switches

Applications& Programming: Microsoft Office (2003, 07, 10), Visio, Project, Lotus Notes, Microsoft Exchange, Symantec Ghost, Microsoft RIS, VMware(6.5, 8), joinme.com, RDP, MS Outlook, IE8, IE9

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support

Responsibilities:

• Respond to telephone calls, emails and personnel requests for technical support; identify, research, and resolve technical problems; ensure timely resolution and follow-up.
• Answer basic questions or resolve basic computer problems in an expedient manner; provide assistance for hardware and software related problems.
• Diagnose problems to determine the level of technical assistance required; if unable to resolve problem, escalate in accordance to procedures.
• Provide support for all user IT related issues; work with available resources to provide effective solutions and problem resolution.
• Train users in the proper use of hardware and software as necessary.
• Document technical and non-technical solutions and processes.
• Create and manage Active Directory user and computer accounts, group policies.
• Maintain IT equipment database.
• Install and perform minor repairs to hardware, software, and peripheral equipment following design or installation specifications.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
• Assist with the analysis of data in Access databases and Excel spreadsheets.

Confidential

Intern

Responsibilities:

• Re-image user’s pc’s when necessary to get rid of viruses or other destructive malware using Ghost
• Assist with remote tickets for people working from home or in the field using remote support tools, such as joinme or RDP
• Do data transfers for pc’s for users getting new pc’s or pc’s that have been re-imaged with Windows 7 by using Easy Migration software
• Setup pc’s for new users and make sure the computer has all updates and they are in appropriate groups, as well as setting up their Outlook email account by using pre-created image files stored on USB drive
• Setup work area for new user and make sure they have voice and data connectivity by working with telecom team and verifying all cables plugged into back of VOIP phone correctly
• Help with hardware swap-outs when necessary-used dell support to have parts shipped and sent back
• Research solutions for problems and find solutions for issues by using search engines and equipment manufacturer forums
• Use Active Directory to keep track of users and equipment, and manage user accounts
• Keep accurate inventory of equipment using Equipment Tracker

Confidential

PC Technician

Responsibilities:

• Conducted diagnosis for resolving pc issues with desktops and laptops and help diagnose network bottlenecks and resolve in timely fashion-most encountered OS was XP and used built-in windows tools such as ping and tracert to try and track down problem(s)
• Performed searches for finding fixes to issues through search engines, forums, etc and applying those fixes
• Operated searches for new equipment when needed, including installation of new equipment, including verifying network connectivity when needed
• Assembled custom length network cables when needed, and verify they worked correctly by testing network connectivity
• Identified remote tools needed to fix issues, such as joinme or logmein, as well as RDP, as well as displaying excellent customer service skills

Confidential

Clinical Support Analyst

Responsibilities:

• Achieved advanced analysis and problem resolution with device hardware, software and connectivity-main OS used was XP and helped solve network printer issues, such as IP address issue, and also utilized internal knowledge database to search for resolution for issues
• Analyzed personal computer needs in clinical settings and determine appropriate hardware and software to satisfy those needs
• Conducted installation, tuning, and application of maintenance releases to supported software of moderate complexity to improve or attain satisfactory performance
• Completed monitoring or analysis of performance data
• Participated in benchmark activities, create documentation, and report results of software testing

Confidential

Desktop Support

Responsibilities:

• Organized all my tickets for location to ensure they wereattended to and resolved in a timely manner
• Used Remedy to resolve tickets and do warranty requests as needed
• Achieved hands-on troubleshooting and running diagnostics on malfunctioning pc’s to try and determine the root issue, using built-in tools such as ping or tracert
• Verified all pc’s I deploy to users have network connectivity, and were hooked up and operating correctly by turing on the pc and logging in to verify unit is setup correctly

Confidential

Adjunct Instructor

Responsibilities:

• Organized all material for the following week's class is covered and all questions answered
• Achieved making sure that students understand the material covered each week and that information is presented in a relaxed and productive learning environment
• Trained students on MS Office 2007, and A+ certification prep

Confidential

Desktop Support Technician

Responsibilities:

• Achieved setup of user pc’s and configure them with appropriate applications and adjusting them as needed by downloading any needed apps from RIS server-used PXE boot to download OS onto pc
• Conducted step by step troubleshooting of PC’s and Macs to solve issues by using built in tools such as ping or tracert for Windows XP troubleshooting
• Helped manage RIS server with appropriate applications-any needed apps/software kept on this server, such as Adobe Flash, that users might need
• ConfiguredOutlook Email accounts for employees
• Achieved hardware setup, and making network cables when had to move to temporary location
• Trained new employees to show them how to usedifferent resources on the network and how to login to their Outlook email and how to connect to network printers