OBJECTIVE

To secure a career position in help desk support, that offers growth and advancement.

PROJECT AND WORK EXPERIENCE

Confidential

Senior Help Desk Analyst

• Serves as the single point of contact for employees, assisting them to use tools and information infrastructure effectively.
• Maintains and updates the official list of standardized and supported Software, along with hardware requirements.
• Responsible for the software inventory system Duties include performing quarterly audits on the compliance of software licenses, license procurement, and license maintenance.
• Provides second tier level technical support for the authority's computer, and technology users.
• Assists the user-base via telephone, electronic contact methods, as well as working in walk-in centers. Remote support tools are used to assist the customers with efficiency.
• Diagnose and repair mal-functioning tools, equipment and applications.
• Detect and report infrastructure outages and application errors.
• Assist, manage and maintain service level agreements SLAs .
• Perform account administration tasks for active directory, local, and specialized accounts.
• Setup and repair local, and network printers. Experienced using print server queues and standard Internet Protocol.
• Supported the user migration from Microsoft Office 2003 to Office 2007.
• Provided full tech support for Windows XP 7 also Microsoft Office 2003 and 2007 Suites Word, Outlook, PowerPoint, SharePoint, and Excel , including user training and solved all OS and software related issues..
• Setup Outlook 2003 2007 Client to connect user to MS Exchange to received and send emails.
• In charge of setting up and coordinating the support of the board room's AV equipment and presentations.
• Provide remote-user support for VPN, Outlook Web access and Citrix virtual desktop tools.
• Collects and organizes customer surveys generated by the iSupport ticketing system.
• Creates data charts and other visuals with the data collected by the customer surveys.
• Performs technician quality assurance checks with the customers that may submit sub-par surveys to see where service could be improved.
• Creates outstanding ticket reports each day to assist with or resolve outstanding or suspended work orders.
• Conducts customer IT training for supported hardware and software.

Confidential

Blackberry/Outlook Support Short term contract

• Manually setup outlook profiles after migrating from a Microsoft 2003 to Microsoft 2007 Outlook/Exchange server environment on both PC and Mac OS systems.
• Configured blackberry, iPhone, and android mobile platforms to work with the newly upgraded Microsoft Exchange environment.

Confidential

Help Desk Support Short term contract

• Created standardized PC images for mobile computing projects, using the Symantec Ghost tool system to deploy the images.
• Provide desktop support by troubleshooting issues, and assisting the customer's use of desktop tools such as Microsoft Office, Windows XP, and Internet Explorer.

Confidential

Help Desk Support Contract

• Troubleshoot and repair network printers, laptops, desktops and peripherals.
• Provide desktop support for Microsoft Office, Windows XP, Internet Explorer, Lotus notes, Thunderbird and remote connectivity.
• Perform complete network and TCP/IP troubleshooting for both LAN and WAN infrastructures.
• Held account administration duties via Active Directory to fix current, and create new network user accounts.
• Provided full support for Microsoft Office 2003 and 2007 Suites, including user training and education.
• Supported mobile devices of multiple platforms - Blackberry, iPhone, Android, including their connections to the Blackberry exchange, and GOOD servers.
• Create and maintain PC images before deploying them with Symantec Ghost tools.
• Installed and supported VMware Fusion for Mac OS users to work seamlessly with a Windows based environment.

Confidential

Help Desk Specialist Short term contract

• Troubleshoot and repair DELL hardware, and various business supported software.
• Played a large role in the Microsoft Vista migration.

Confidential

• Provided phone based desktop support for both software and hardware, and log incidents in the Remedy ticketing system.

Confidential

Field Service Technician

• Worked closely with the Service Manager each morning to determine the route priorities for the day. Contact customer to schedule repairs.
• Quickly and accurately diagnose equipment issues, determine what is needed to get the equipment running again and order any required parts not on hand from Vender.
• Maintained proper paperwork standards and inventory. Perform equipment installs and break fix repairs during customer off-hours.

Confidential

Instructor Assistant /Student Part Time

• Acquired technical skills to support and repair issues in both PC and Mac operating systems and hardware which eventually contributed significantly to revamp the school's hardware and networking systems.
• Worked closely with V.P. of Visual Communications and the Director of Information Technology by reporting all daily activities and incidents.