Summary
Experienced and knowledgeable CompTIA A Certified Information Technology Professional seeking to contribute training and acquired skills within a Tier One or Two Desktop Support and/or Network Administration role. Able to apply existing knowledge and training to new situations and adapt quickly to new skill requirements. Specialties: Customer Service, PC computer hardware set-up, installation, diagnostics and repair, Help Desk, disaster recovery, MS Windows support, Network hardware configuration and support, Active Directory, Exchange, Blackberry Enterprise Server, MS Office Suite, CAT-5/6 Wiring Fiber-optic Installation, Ubuntu Linux
HIGHLIGHTS OF QUALIFICATIONS
- Over 18 years professional computer and software support.
- Ability to work well within teams and foster teamwork.
- Excellent customer service, interpersonal, organizational and communication skills
- Hands-on experience with Microsoft Windows 9x/NT/2K/XP/Vista/Windows 7, Server NT/2000/2003/2008, Mac OS 7 8, Ubuntu Linux, Linux Mint
- Experience with Dell/Toshiba/Panasonic/Gateway/IBM-Lenovo/HP-Compaq Servers, Desktops, Notebooks and Printers.
- Strong working knowledge of Microsoft Office Suite 97/2000/2003//2007/2010. LibreOffice
- Experienced in installing Cat-5/6 Ethernet cabling, wall jacks, patch panels, routers, switches and hubs.
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PROFESSIONAL EXPERIENCE
IT Technical Consultant
Confidential
- Contracted through CDW at Eastern Maine Healthcare Systems
- Working as a member of the Desktop Support Team to deliver end user systems and provide support for existing systems to the EMHS user community.
- Perform all installation of tasks associated with the delivery of Desktop Computer equipment, related equipment to the Customers of EMHS and its Affiliates. These tasks include hardware setup, software installation, configuration, network configuration and peripheral configuration.
- Perform Asset Tracking associated with the deployment of desktop and other systems hardware, software etc. .
- Diagnose and correct minor problems relating to printing, network access, file corruption, etc., on the EMHS systems.
- Assist the PC Technicians and Affiliate groups with support, troubleshooting and documentation on the systems that are deployed throughout EMHS and its Affiliates.
- Diagnose hardware and software problems and coordinate their resolution with other members of the EMHS Organization.
- Participate in special group projects and initiatives Such as Software Standards .
- Assisting with Deployment of 170 new Ricoh printers throughout EMMC Campus
Technical Support Representative
Confidential
Information Systems Assistant-Maine Community Foundation
- Hired to replace local Managed Service Provider and tasked with creating Disaster Recovery/Business Continuity Plan.
- Performed a variety of technical work related to general server, application, and desktop support for MaineCF systems and services. Assisted with upgrade of the Foundation's MS Exchange 2003 Server to Exchange 2007.
Confidential
Desktop Support Analyst
- Supported Windows XP and Windows 7 Pro PC/Laptops, applications, network and peripherals by phone, in-person or by remote connection using Dame ware and Remote Desktop Connection. Set-up and deployment of new computer hardware, software and peripherals.
- Creation and maintenance of Active Directory and FIS User accounts.
- Managed and responded to Action-Remedy Service Request tickets.
- Analysis and troubleshooting of complex problems with local and centralized teams of support then implemented solutions.
- Delivered effective communication with internal and external clients.
- Followed internal processes both administrative and technical, Maintained SLA's
- Participated in various projects such as PC Refresh, PC pickup requests.
- Assisted with the software evaluation and creation of Windows 7 Professional 32 64-bit desktop installation image.
- NERC CIP Certified
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Confidential
Systems Support Specialist
- Provided computer Help Desk support and technical training of hardware/software to end users in person, by telephone or remote connection software.
- Maintained computer, software and telephone inventory database.
- Coordinated equipment, software and license purchasing.
- Imaged new computers using Symantec Ghost and deployed to end users.
- Documented Help Desk tickets/resolutions in Share Point and provided overall assistance in daily administration of MS Windows Active Directory domain.
- Created and maintained Active Directory, Exchange and Blackberry Enterprise Server user accounts as needed.
- Inventoried back-up tape library and updated rotation schedule.
- Assisted with the installation and daily maintenance of Mitel VOIP phone system.
- Installed Cat-5 network wiring and wall jacks as needed.
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Confidential
Assistant Systems Administrator
- Provided technical support for 150 end users and ensured proper maintenance of servers, workstations, printers and peripherals.
- Responded to end-user service requests by phone, in-person or by Dame ware remote connection software and expediently resolved trouble tickets to maximize system up-time.
- Built and maintained user account and password database using Active State Perl.
- Documented Help Desk tickets/resolutions and provided overall assistance in daily administration of MS Windows mixed-mode domain.
- Managed new computer hardware and software purchases and was liaison between copier and printer repair vendors.
- Deployed new workstations and printers, installing operating systems, applications and drivers, and configuring network properties and hardware, including Microsoft NT/2000/2003 File and Print Servers.
- Supported Microsoft Office Professional, ESRI Arc Info and Autodesk AutoCAD Suites on a daily basis along with various other Forestry industry and Engineering related software packages.
- Supported disaster recovery plans, assisting with regular backups and data recovery using Arcserve and Veritas Backup software.
- Assisted with the daily operation and maintenance of Citrix Application Server Farm.
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Confidential
Computer Support Specialist
- Provided technical assistance to 500 computer users on the Unity College campus.
- Installed, configured and supported the college LAN and connectivity to University of Maine backbone system including installing Cat-5 wiring, switches, routers and hubs as needed.
- Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
- Managed daily back-ups of File and POP-3 email Servers.
- Installed and maintained Cold Fusion software for the College website.
- Answered questions or resolved computer problems for users in person or by telephone.
- Assisted with the daily operation of MS Windows and Mac computer labs.
- Set-up and configured new PC's for Faculty and Staff, installing operating systems and requested applications.
- Managed daily job assignments for IT Work-study students.
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Confidential
PC Support Technician
- Provided technical support to 200 users in resolving diverse hardware and software issues in a Windows 95 Novell Token Ring network.
- Ensured quick resolution of user concerns and escalated more complicated support issues to senior support representatives.
- Installed and maintained company computer training lab.
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