Desktop Support / Helpdesk Support

Summary

Desktop Analyst with over 10 years' experience providing technical assistance to business professionals. Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements. Skilled at troubleshooting and fixing problems while minimizing customer stress levels. Expert in Software and Hardware break/fixes and dealing with customer issues and concerns in a positive and professional manner.

Experience

Confidential

IT Systems Administrator

• Performed desktop and end-user maintenance, build, documentation, and monitoring. Configured all Acer and Asus plus Panasonic Toughbook laptops for the Office users as well as the Field Service technicians.
• Setup and managed all company cellphones consisting of Androids and IPhone.
• Created new user accounts as well as removal using Active Directory.
• Monitored and maintained all servers which consisted of Server 2008 and 2012R2 as well as documenting any changes and/or failures.
• Maintained the GPO and created new mailbox accounts on Exchange 2010 as well as basic monitoring and troubleshooting.
• Setup Voicemail accounts and new phones via Iwatsu and performed maintenance as well. Travel to various locations in the New England area to provide training and support for all Computer and Software related to job functionality.
• Responsible for maintaining and upgrading the helpdesk program called Kwok and also all helpdesk tickets that came in.
• Found numerous issues with the network and servers related to performance and bandwidth and resolved and documented all failures and resolutions.
• Documented all switches, servers, and wireless access points that were not documented.
• Created training programs for Microsoft Office as well as Phone systems for new hires.

Confidential

Consultant

• Responsible for the WAN, LAN, and support of company laptops and IPad IPhone, and Androids.
• Performed network monitoring and created scripts to email when there is an error or performance issue directly related to a server.
• Created shares, user accounts and security groups.
• Managed staffing companies to deploy temp techs to in case I could not reach a remote destination.
• Performed all aspects of managing an existing 8 server architecture mixed with Server 2003, and SQL as well as databases.
• Managed the WSUS Server for windows updates.
• Before outsourcing email was responsible for Exchange 2000 administration on a more light duty.
• Configured Laptops for the sales team with job specific tools and lead manager.
• Managed the WSUS Server to reflect any updates needed to be approved or unapproved for Main Office machines and Laptops.
• Performed GPO for company policies only for remote desktop and VPN employees.
• Follow-up emails or phone calls to customers or employee to inquire about services offered.
• Worked independently to assure satisfaction on all levels.
• Supporting Windows 7, Office 2010, Switches, and Remote desktop connections.
• Worked with Vendors to install or troubleshoot software issues.
• Performed any and all hardware upgrades on Dell Servers.
• Implemented Cisco ASA hardware Firewall and performed updates.
• Maintained the Active Directory hierarchy to a minimalist.
• Setup all company Blackberries and IPhone as well as IPad.
• Created the entire infrastructure consisting of 10 servers and 200 laptops.
• Traveled to various offices in the USA to help set up field office servers and networks.
• Setup contractor accounts for supporting those offices in my absence

Confidential

Consultant/Field Service Technician

• Assisted financial and office personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution.
• Performed maintenance of computers and peripheral equipment, identifying problems and providing appropriate solutions.
• Installed operating systems and applications and conducted technical training demonstrations.
• Responsible for the WAN, LAN, and support of company laptops, Desktops for 45 sites surrounding the Hartford area retail branches.
• Traveled to each site when a ticket would come in via HP Service Desk and performed hardware/software technical support utilizing Novell, and Microsoft server 2003, Windows XP.
• Replaced broken hardware as needed or performed onsite repairs of PC's by reimaging. Called in to outside vendors for replacement of their hardware products when needed.

Confidential

Senior Desktop Support

• Staffed newly formed Help Desk function to provide assistance to computer users via telephone and e-mail. Maintained trouble-ticket system to record and track user calls and e-mails.
• Reported on common problems and complaints. Troubleshot Server related issues and performed Updates/Service packs to ensure constant uptime.
• Supporting Executive Office in all aspects of Computer, printer, and Cisco IP Phone support.
• Supported MacBook Pros from initial installation to network setup and software troubleshooting.
• Responsible for the MPLS network, maintenance, and 350 Desktop Machines.
• Troubleshot Outlook 2003 and 2010 issues.
• Responsible for directing the Website s Personnel with updating, changing, and performed SEO reports to verify work performed.
• Updated Cisco ASA Firewall and Email filter daily.

Confidential

Consultant/Call Center Support

• Provided 1st level phone support for specialized hardware and software systems.
• Performing level 1 and 2 call center supporting 85,000 employees with any and all software hardware issues.
• Able to exceed goal of 7 minutes per call for an average of 55 calls per day.
• Used remote support software to connect to machines in solving more technical issues.
• Troubleshot Outlook 2003 issues.
• Used HP Service Manager as the Ticketing software to track issues.
• Used OpenVMS and Oracle/PeopleSoft to reset user accounts.
• Supported Office 2003, 2007, and some 2010

Confidential

Consultant/System Analyst

• Provided technical assistance to all Hospital staff at numerous locations, assisting with network access, printing, and application software operation.
• Assisted Manager with administration of files and script creation for automated tasked performed on a daily basis.
• Resolved IT related service issues for both internal and external clients to ensure satisfaction.
• Tracked and documented all case resolutions through issue tracking system.
• Worked to deliver and complete project assignments.
• Monitored and ran production related tasks up to and including queries for users.
• Delivered passwords and users set up information.
• Demonstrated solid customer support service skills.
• Strong written and verbal communication skills.