Helpdesk Support Resume Profile

Desktop Support Technician

Hardware: Blackberry, Mac, PC, PALM, Thin Client Virtual Workstation Phone Systems: Avaya, Cisco, Mitel and Siemens
Operating Systems: Microsoft Windows including use of Active Directory, TCP/IP and SharePoint , DOS, Novell Netware, OS X
Imaging Tools: Altiris, Norton Ghost, PowerQuest, Xserve, Acronis
Remote Control Tools: Altiris, CA Control IT, DameWare, LogMeInRescue, Microsoft Office Communicator, PC Anywhere, SMS, TeamViewer, Timbuktu and VNC
Client Remote Connection Security Tools: AT T Global, Cisco VPN, Citrix Client, iPass and RSA SecurID
Software: Blackberry, Lotus Notes, MS Office, MetaTrader, lackberry, Exchange Client, Kapersky/McAfee / Norton /Trend Micro Antivirus
Ticket Tracking Programs: Altiris, CA PHD, HelpTrac, Jira, Magic, McAfee Help Desk, Numara Footprints, Peregrine and Remedy

Desktop / Helpdesk Support

Tasks Included:

Troubleshot all non-functioning PC hardware and software, including virus and malware issues, for corporate users
Coordinated PC repairs with vendor
Imaged and setup PCs using Acronis, Norton Ghost and Active Directory
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory
Supported Cisco phone system
Logged and escalated trouble tickets using Microsoft Access and Numara Footprints
Upgraded hardware and operating system for migration
Supported CITRIX related issues
Carried out PC equipment moves
Supported proprietary application by working with software developers

Confidential

Tasks Included:

Troubleshot and fixed all non-functioning PC hardware and software, including virus and malware issue, for corporate users
Installed new PC hardware and software
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory
Assisted customers in installing and troubleshooting various trading platforms , including MetaTrader
Performed testing on proprietary trading platforms
Carried out moves, tune ups and maintenance on all corporate PCs
Logged and escalated trouble tickets
Wrote technical documents

Tasks Included:

Performed equipment moves and new hire setups using Altiris, Active Directory, SharePoint and Cisco Call Manager
Supported remotely via Altiris and DameWare and on site on all computer related issues, including break fixes
Resolved corporate user logins by resetting password and unlocking accounts within Active Directory
Setup client security and remote connection using Cisco VPN, iPass and AT T Global, RSA SecurID
Supported Cisco phone system
Logged and escalated trouble tickets Altiris, HelpTrac and Remedy Ticketing System
Performed migration by upgrading software and hardware with some Virtual Workstation support Thin Client
Imaged PCs using Norton Ghost

Desktop support / Telecom Technician

Tasks Included:

Coordinated new hire setups, equipment moves, upgrades, rollouts, and managed inventory.
Imaged computers using the tools Altiris, PowerQuest and Xserve with Windows XP on PCs and OS X on Macs
Setup Siemens and Avaya phones via hardware and software
Setup / troubleshot PCs, Macs, Blackberries, PDAs PALM , HP and Lexmark printers
Remotely supported PCs via the tool DameWare resolved networking issue including the use of TCP/IP updated Remedy tickets
Resolved virus and spyware issues which included the use of Norton and McAfee antivirus
Setup / troubleshot wireless networking on laptops involving the use of Citrix Client, Cisco VPN, iPass and RSA SecurID
Resolved security issues such as unlocking accounts, resetting passwords and setting permissions
Supported Microsoft Office
Setup WebCast and voice conferencing