Help Desk support Resume Profile

Summary

Information Technology professional with extensive experience, knowledge and training in Help Desk support roles. Skilled at providing all facets of computer help desk support including problem cause analysis, troubleshooting, installations, and maintenance, with a focus on customer satisfaction. In depth knowledge and understanding of numerous software packages and operating systems. Ability to easily identify and resolve technical issues and concerns, and communicate effectively with all levels.

Hardware Software Skills

Windows XP, Windows 7, 2000, NT
Active Directory
Oracle Forms and Reports
Blackberry Enterprise Server 5.0
Hewlett Packard and Dell printers
Service Desk
SCCM

TCP IP
Sophos- security, virus protection, anti-spam ware
H.E.A.T. Incident ticket tracking- Frontrange solutions
Microsoft Outlook- 2007, 2010
Smartphone configuration and support
Virtualization: Thin Clients, Thintops
USMT

Key Accomplishments

Instrumental in the rollout of new Blackberry smartphones for executive team providing a mobile platform for accurate and timely sales information provided instant access to critical information and allowed more focus on customer satisfaction.
Integral part of a project team that transitioned from an old IBM mainframe to a client-server architecture running on an Oracle platform: change helped to drive business, increase sales by approximately 10 percent, and provided a system's architecture to improve inventory accuracy.

Confidential

Desktop Support Technician- Level 2

Assist with the deployment of Windows 7 Professional to business partners at the home office in Springfield Massachusetts and Bright Meadow campus in Enfield Connecticut.
Office 2010 upgrades to pilot test group. Provide first day support to business partners after upgrade.
Setup of Thin client and Thintop VDI's. Build out units on back end then migrate user data from current desktop or laptop over to VDI. Migrations are done in person or via remote tools. Some XP to XP migrations and some XP to Windows 7. Provide day one support to end users as required.
Help desk support at the ITCS IT Customer Service . 100 phone support for business partners and field agents across the enterprise. Work with DSA desktop support analysts to provide great customer service to business partners. Document all issues into Service Desk software.

Confidential

Desktop Support Technician Provided first, second and third level support for all Corporate, manufacturing, and distribution employees in the use of the various enterprise wide information systems.
Trained employees in the use of the Microsoft Office suite of products Word, Excel, PowerPoint
System administrator for the Blackberry Enterprise server. Created and managed accounts configured Blackberry smartphones provided training in the use of Blackberry's, and repaired system when needed.
Worked with hardware and software vendors to support the IT infrastructure. Solicited quotes from vendors, and processed orders through the purchasing system.
Assisted the development team with quality assurance QA system's testing and new software and hardware product rollouts.

Confidential

Order Management Project Team Member

Designed, tested, and implemented an Oracle based order procurement system utilizing Purchasing, Bill of Materials, and inventory management.
Assisted end users with the culture shock of transitioning from an old main frame system to a Windows based GUI. Critical change helped position Friendly's as a major player in the food service industry by providing the workforce with an integrated MRP system to increase productivity through improved supply chain management.

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