SUMMARY OF QUALIFICATIONS

Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently or in a group setting providing all facets of computer help desk support such as troubleshooting, installations and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skills in providing Customer and End-User Help Desk Support. Easily identifies and resolvestechnical issues and concerns. Excellent communication and presentation capabilities.

PROFESSIONAL EXPERIENCE

Confidential

Network Engineer

• Responsible for ensuring that the client's network using, Windows Server 2012, has been customized to satisfy a client's wants and needs
• Performed troubleshooting analysis of client's servers, workstations and associated systems
• Installed, configured and maintained network services, equipment and devices
• Installed all new hardware, systems, and software for network
• Planned and supported client's network and computing infrastructure
• Managed user accounts, permissions, email, anti-virus, anti-spam
• Monitored system performance and implements performance tuning
• Supported administration of servers and server clusters

Confidential

Windows 7 Deployment Support/Engineer

• Performed imaging of new Dell PCs and laptops utilizing selected deployment technologies, MS Windows Deployment System PXE , in support of the Windows 7 migration project from client's server
• Worked independently whenever performing various tasks related to the migration and upgrades
• Provided problem determination/resolution based upon personal experience and standard operating procedures, including immediate resolution where possible
• Ensured all completed systems are correctly imaged, fully functional before redeployment
• Deployed imaged systems to staff in accordance with the Windows 7 project timeline as set by company

Confidential

Windows 7 Deployment Support/Engineer

Short-term Contract

• Performed imaging on corporation's current PCs/laptops utilizing selected deployment technologies, MS System Center Configuration Manager SCCM from corporation's servers in support of the Windows 7 migration project as directed by corporation
• Worked independently as a member of a team of 15 people in performing various tasks related to the migration and upgrades for the corporation's project
• Provided problem determination/resolution based upon personal experience and standard operating procedures, including immediate resolution where possible
• Ensured all completed systems are correctly imaged, fully functional before redeployment
• Deployed imaged systems to staff in accordance with the Windows 7 project timeline as set by corporation

Confidential

End User Support Level III

Short-term Contract

• Provided technical expertise and advice as required by Del Monte's 400 members' requirements
• Provided hardware and software support/troubleshooting
• Responded to and resolved all help desk tickets in a timely manner
• Ensured all help desk tickets requiring follow-up work and/or calls are resolved
• Tested imaged, and cleaned PCs, laptops, and other related hardware, as needed

Confidential

Short-term Contract

• Received telephone calls from Global Support Service Desk for problem requests and questions related to corporation's proprietary applications used by thousands of users worldwide
• Responded to and resolved all help desk tickets in a timely manner using Remedy problem tracking system
• Ascertained from users the nature of problem, determined whether problem is caused by hardware such as modem, printer, cables, or telephone, formulated diagnosis, and assisted users through problem solving steps
• Adhered to and supported the corporation's established Service Level Agreement, which articulated uptime and performance commitments to the user community
• Ensured all help desk tickets requiring follow-up work and/or calls are resolved

Confidential

Short-term Contract

• Received telephone calls from End User Computing Level I Service Desk for problem requests and questions related to corporation's proprietary applications used by thousands of users worldwide
• Responded to and resolved all help desk tickets in a timely manner using Remedy problem tracking system
• Ascertained from users the nature of problem, determined whether problem is caused by hardware such as modem, printer, cables, or telephone, formulated diagnosis, and assisted users through problem solving steps
• Adhered to and supported the corporation's established Service Level Agreement, which articulated uptime and performance commitments to the user community
• Ensured all help desk tickets requiring follow-up work and/or calls are resolved
• Confidential
• Performed imaging on new HP laptops with Windows 7 and Office 2010 utilizing selected deployment technologies, Norton Ghost, in support of the company's Windows 7 migration project
• Worked independently in performing various tasks related to the migration and upgrades.
• Installed company required applications and updates through Marimba vendor software from server
• Provided problem determination/resolution based upon personal experience and standard operating procedures, including immediate resolution where possible
• Ensured all completed systems are correctly imaged, fully functional before redeployment
• Deployed imaged systems to staff in accordance with the Windows 7 project timeline as set by corporation

Confidential

• Received and prioritized 60 requests or problems per day via telephone calls/e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems and routed them to appropriate support teams by using Peregrine service desk ticket/problem tracking system
• Analyzed and troubleshooted computer support problems and applied understanding of computer software and hardware products and services to resolve problems of users via first-level end user support for corporation's thousands of users worldwide
• Ascertained from users the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
• Adhered to and supported the corporation established Service Level Agreement, which articulated up time and performance commitments to the entire user community
• Ensured all help desk tickets requiring follow-up work and/or calls are resolved

Confidential

Contract

• Provided onsite computer hardware/software support such as break/fix support, add, move, or change requirements of peripherals, troubleshooting, installation, configuration of commercial and custom software and device drivers for Dell home and business computer systems
• Provided customer break fix and software support and installation for designated equipment
• Accepted and delivered of all service calls assigned on a daily basis
• Completed all administrative tasks associated with each call
• Worked independently and initiated all actions as needed for customer's resolution