PROFESSIONAL EXPERIENCE

Confidential

Information Technology Specialist 1

• Provide first level support in IT 'break/fix' and 'how-to' technical guide over the telephone, e-mail and Microsoft System Center remote tool.
• Reset user's passwords and accounts in Active Directory.
• Train new helpdesk staff after each turn-around
• Train users on how to use Office 2003/Office 2010 suite.
• Assist with organizing and scanning user's files and uploading to network share.
• Provide instructions for users to login into remote phone factor to access web files and webmail.

Project experience:

• Assist with test of all applications on new build for Dell 380 and 755 models before roll-out to users.
• Test Microsoft Office 2010 and Adobe Acrobat Professional XI on Windows 7 images before roll-out to users.
• Assist with creation of sites and organizing content for the Drupal project.

Confidential

Helpdesk Consultant

• Provided first level support, resolve and escalate to 2nd and 3rd level support and also follow-up with user until completion of issue.
• Provided how to instructions for users to login into remote web applications, reset user's FOB accounts for user's remote login.
• Reset user's passwords and accounts in Active Directory.

Project experience:

• Assisted with the re-image of pc for the migration from a Novell environment to Active Directory environment.
• Ran weekly Oracle Silver Case database application test and report any bugs to the Database Team.
• Assisted with test of all applications on new build for Dell 280, 620, 755 models before roll-out for the Software Support Team.
• Updated backup information for DDS tape rotation in database and erase tapes using Veritas Backup Exec software.
• Assisted with rollout of new computers and reimaging from a Novell environment to an Active Directory environment.

Confidential

SAIC Desktop Consultant

Confidential Support providing technical and incident management support in a 2000 users' environment while simultaneously assisting remote offices technical person s

• Provided 2nd level support and also follow-up with user until completion of issue.
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists
• Pulled HEAT tickets from the group queue and troubleshoot on the telephone, via LANDesk, in person.

Project experience:

• Deployed new DELL workstations and laptops with updated Symantec Ghost image and pushed MS Office 2003 via LANDesk remote tool.

Confidential

Grant Peters Helpdesk/Desktop Consultant

• Service users in an International Service Desk environment simultaneously providing technical and incident management support 2000 user environment
• Provided Level I and Level II support for calls, entered Track It tickets, troubleshoot issues on the telephone, via VNC, in person or escalated tickets to the Desktop or Server Groups.
• Provided desktop support and follow-up with user until completion of issue.
• Prepared and deployed images for workstations and laptops with Windows XP, MS Office 2003 and Citrix Clients.

Project experience:

• Assisted with the blackberry migration AND informed management of reported timelines and issues.
• Lead support for the rollout of new IBM x-Series laptops and DELL 755 workstations.
• Created, activated and changed password for user accounts on the Blackberry Enterprise Server.

Confidential

The Wilson GroupHelp Desk Consultant

• Maintained Remedy ARS ticketing system. Entered request, troubleshoot issues and escalated tickets to the Service desktop support staff
• Service users in an International Service Desk environment simultaneously providing technical and incident management support 2000 user environment
• Log tickets in remote offices queue and follow-up with remote offices concerning escalated incidents
• Maintained daily server backups for nation-wide remote offices by using BrightStor ARCServ backup utility
• Entered logs for backup tapes. Updated spreadsheets and printed reports for daily, monthly and yearly tape retention to be sent to off-site location
• Managed user accounts, updated email quotas and maintained file security access via Active Directory
• Maintained drive quota limits by using NTP quota management system

Project experience:

• Ran and printed updated Remedy reports for senior management and other team managers.
• Troubleshoot, upgraded and activated blackberry accounts via Blackberry Server

Confidential

Full Time Help Desk / Desktop Support

• Managed user accounts on Windows 2000 Active Directory.
• Served as the first point of contact for users in a 500-user environment for all the locations bank-wide and logged calls into a Tracking database
• Created new user profiles and assigned appropriate rights on the network.
• Troubleshoot software and hardware issues remotely via Microsoft System Management Solutions Console.
• Provided field support for installation and troubleshooting of computers, printers, scanners, and replaced hardware components.
• Installed and configured Blue Ridge VPN software for remote users.
• Responsible for managing logs and minimized escalation of various open work orders to the technical support team
• Researched, diagnosed, resolved and documented technical support issues for the teams' references.
• Assisted with the purchase of computer hardware and related software within the Bank.
• Created e-mail accounts in Microsoft Exchange 2000, installed and troubleshoot Microsoft Outlook 2000 for users.
• Installed and configured software for Palm Desktop and Synchronize contact list with Microsoft Outlook 2000
• Monitored customer's cripple statements on a monthly basis using Bank ware Image Centre database.

Project Experience:

• Managed the inventory and security of all the laptops within the bank. Scheduled and installed PC Guardian Encryption Plus laptops on laptops to protect from instruction and also administered and troubleshoot any user accounts related issues.
• Performed a weekly backup test for all in-house systems within the bank. Documented the results and submitted a copy to internal auditors for Disaster Recovery maintenance updates. A copy of the results was given to the external auditors for the yearly Sarbanes Oxley maintenance.