Skills:

Hardware Software

• Printers Remedy /Heat Cloning /migration
• PC Support Lotus Notes setip 6.5 Blackberry -Support
• Laptop SMS Client/LANDesk 6.6 Windows 95, 98, 2000, XP Install hardware Active Directory Ms Office - Support
• WordPad C3 PAL 95/ Ace Server VPN
• AXIM Mainframe password reset IMAC Tech
• Memory installs Remote Ware MS Exchange/Outlook
• Explorer 6.0 Laptop Support Dame ware

Work Experience:

Confidential

Helpdesk Analyst

• AS400 password reset, printer restart, and enabled accounts
• Lotus notes password reset, troubleshooting mailbox issues, added databases,
• Updated knowledgebase with fixes.
• Terminal Server support and remote desktop support
• Remedy Helpdesk tool to input computer issues
• P-Sync password for client. Instructed clients on How-to
• Installed windows updates and patches
• Managed downloads from the HP printer site on to the client machine
• Worked on desktop issue by using VNC remote
• Support VPN issues and checked website for fixes
• Laptop support
• Service Desk support which includes trouble issue in mailbox and delegated problems to
• Unix Admin, Engineers, and Helpdesk Manager
• Liaisons for managers and engineers concerning server outages and notification.
• Updated other techs on any outages and verified SLA's
• Utilize Active Directory to reset passwords, added group members and verify account information
• Implemented daily new fixes per client request

Confidential

End User Support Specialist III

• Contacted outside vendors for ordering hardware for Dell computers
• Fixed hardware and software computer problems
• Created network accounts IMAC and processed termination as requested
• Supported all desktop issues at clients' desk and resolved computer problems over the phone
• Managed all paperwork concerning clients accounts with UBHC
• Installed and uninstall software
• Traveled to other UBHC locations to resolve client problems
• Updated all computers at client site with Windows critical updates/virus protections
• Migrated clients PC's to XP operating system
• Swapped out hard drives and replaced with new hard drives
• Created exchange mailboxes and resolved any client problems
• Managed computer migration to XP at different locations

Confidential

IM Help Desk Tech./Network Adm./Desktop Support

• Provided customer service to all clients both internally and externally
• Delivered resolutions to clients in a timely manner
• Accurately logged and tracked all phone calls and e-mails
• Communicated reoccurring problems to management for resolution
• Supported hardware and software issues for both new and existing applications via telephone
• Worked with lap tops IBM 600E, T-20, T-22 RemoteWare

Reset password/added programs/install programs/checked group membership in NetWare Admin. Reset passwords on mainframe, Vax, and SQL server

• Concentrating on email configuration for J J users using Microsoft Outlook
• Synchronizing/resetting NT and Novell passwords, setting expiration limits on users' Novell ID as well assigning rights and privileges
• Addressing issues for installation, configuration, and operation for MS Outlook/Exchange profiles
• Help clients setup and locate databases within Lotus Notes 4.6
• Support for Netscape 3.0.1 as well as Microsoft Internet Explorer 5.5

Confidential

IM Help Desk Tech./ Field Sales Support

• Provided customers with technical support via telephone
• Supported lap tops and Fujitsu tablets
• Supported proprietary software and Microsoft software and logged calls into remedy
• Used all in-house resources and company intranet sites to resolved call issues
• Helped clients use CD-RW to back up data
• Supported the Fujitsu tablet for field sales
• Supported AT T Dialer

Confidential

Computer Instructor/Administration Software Application

• Responsible for the direction and supervision of Accounting Program Managed student records and monitored program graduates
• Maintained relationships with area employers concerning
• job skills and placement
• Prepared students in all areas of job readiness and job skills training
• Preformed other duties as assigned by the Program Directors
• Responsible for classroom teaching
• Performed administrative functions including recordkeeping, time
• sheets, grade test, attendance, and progress report
• Implemented individualized instructions to students
• Responsible for job placement for each program graduate
• Instructed students on Lotus 1-2-3, WordPerfect, dBASE, Excel
• Heavy computer troubleshooting application problems in the classroom

Confidential

Technical/Administrative Support

• Prepared purchase requisitions, invoices, conference arrangements
• Collection and summarization of monthly client computer report materials
• Assisted Testers with writing documentation
• Assisted Testers with modification reports MR - Wrote technical documentation
• Documented errors using an error reporting system
• Liaison between management and project team members
• Updated and tracked all Developers and Testers technical reports

Confidential

Senior Administrative Support

• Coordinated, maintained, and managed marketing department paperwork
• Assisted in client contacts and delegations of jobs
• Supervisor gave me additional responsibilities which included training new staff and discussing office administration procedures
• Worked with Testers, Programmers, and Analysts
• Prepared monthly reports concerning Bell Company clients incoming problems