IT PROFESSIONAL

Help Desk Analyst Technician

IT Professional with a strong background in retail, security, transportation and telecommunications industries. Ability to determine and resolve problems, interface with clients, process problem tickets and extensive platform knowledge. Provide client results with a high level of customer satisfaction. Perform technical, administrative and support work in the installation and operation of new and existing PC systems.

Operating Systems/Servers

Network Security

• Subnetting
• Read and write binary and hexadecimal
• Secure Windows and Linux computers, installing firewalls
• Set policies, users and group permissions

Computer and Peripherals

• Build and repair computers.
• Install and upgrade peripherals
• Troubleshoot hardware and software

Microsoft Office Applications

• Open Office- document creator, PowerPoint creator
• Word, Excel, PowerPoint, Access, Outlook

PROFESSIONAL EXPERIENCE

Confidential

Windows 7 Deployment/ Imaging Technician

• Interaction with Siebel, SCCM, Connected Backup Iron Mountain , Avaya applications, and other assorted TIAA-CREF applications.
• Utilized tools like USMT, performed migration of data from users' XP machine to the Win 7 machine.
• Familiarity with SCCM Console.
• Built USB OSS drives for imaging through SCCM Console.
• Imaged machines using SCCM boot environment.
• Performed regional deployments by traveling to multiple Regional offices and Executive Suites
• Constant Very Satisfied reviews from customers who were deployed to.
• Conducted software troubleshooting on such programs as MS Office and Outlook. Installed software for customers.

Confidential

Sales and Service Manager

• Showed and utilized MOD behaviors to assist customers and increased store metrics/sale goals by 98 to 146 .
• Managed, trained and educated 18 sales associates with Service Plans, Staples Rewards sign ups and penetration.
• Performed intake using such software as MalwareBytes and Iolo System Check. Also operated Norton Technician toolkit. Based off results, advised customer of recommended service.
• Oversaw virus removals using such tools as MalwareBytes, Eset, and other software as needed. Used both a WinPE environment and Windows environment for removals.
• Performed diagnostics using software like PC Doctor. Also did on hand diagnostics of power supplies, tested NIC cards, onboard wireless cards, CMOS batteries, and other general hardware.
• Conducted software troubleshooting on such programs as MS Office and Outlook. Installed software for customers.
• Worked on all PC's using Windows ranging from: XP, Vista, 7, Windows 8, and 8.1. Performed updates and upgrades to 8.1.
• Did upgrades on customer PC's. Specifically OS such as XP to 7 and Vista to 7. Performed data transfers up to and including: customer documents, pictures, Outlook .pst files, and all other files associated with their User file.
• Ordered store supplies using AS400 inventory system to manage inventory levels, cross referenced sku, handled transfers, created shrinkage reports and viewed other store inventories as needed, this included AS400 hand held.

Confidential

Unarmed Security Officer

• Checked in Common Carriers with Bills of Lading to ensure proper shipment and deliveries.
• Dispatched 2 to 3 shuttle drivers to move trailers for efficient loading and unloading.
• Kept dock/yard in order by loading information in Excel spreadsheet to track product movement.
• Patrolled post and made sure company policies are upheld.

Confidential

OTR/Over the Road Driver

• Hauled freight from shipper to consignee using 53 foot trailer with CDLA and Hazmat enforcement.
• Performed daily pre-trip inspection on truck and trailer to meet federal and safety guidelines.
• Upheld to DOT regulations to include hours of service daily transportation logs, and medical cards.
• Operated through Lease program.

Confidential

Customer Service Agent/Tech Support

• Received inbound calls dealing with Vonage Technical Support, including setup and troubleshooting VOIP services including diagnostics and analyzing devices using remote access software. Could analyze device and see details pertinent to troubleshooting that specific device.
• Setup for third-party technician to come out for setups when needed/requested
• Upsell on features such as additional lines, fax numbers, and associated services
• Assisted with billing issues and resolutions. Issued credit to account as needed.

Confidential

Sales Associate/In Store Technician

• Performed intake using such software as MalwareBytes and Iolo System Check. Also operated Norton Technician toolkit. Based off results, advised customer of recommended service.
• Worked on all PC's using Windows ranging from: XP, Vista, 7, Windows 8, and 8.1. Performed updates and upgrades to 8.1.
• Oversaw virus removals using such tools as MalwareBytes, Eset, and other software as needed. Used both a WinPE environment and Windows environment for removals.
• Performed diagnostics using software like PC Doctor. Also did on hand diagnostics of power supplies, tested NIC cards, onboard wireless cards, CMOS batteries, and other general hardware.
• Conducted software troubleshooting on such programs as MS Office and Outlook. Installed software for customers.