Objective

Seeking a position of a Desktop Support Technician with milestone technologies which will require me to utilize my exceptional computer skills, abilities and experience in the Customer Support field to ensure the company's success

Skills

• Hardware: Installations, Dell Servers, Motherboards, Processors, Memory, Modems, CD-ROM's, DVD-ROM's, Hard Drives/Solid State, Video Cards, Wireless Network Cards, Cable Modem Installations, Crimping 10/100 Base T Cables, Xerox Plotter/WorkCentre , Network Hubs, Cisco, Netgear, and Belkin Wireless Routers, Patch Panels, and Switches. I-Pad, Tablets, Blackberry, Android, I-Phone, Patch Panels

• Software: Windows 95 / 98 / ME / 2000 / XP Professional / Vista Ultimate , Windows 7 Ultimate/Business/Professional, Windows 8/8.1, MAC OS X/Lion/Mountain Lion/Maverick, Cisco Systems VPN, Microsoft Office 2000/2002/2003/2007/ 2010/2013, AutoCAD, FDisk, Format, Scandisk, Partitioning, TCP/IP, DNS, DCHP, Defragment, Norton Anti-Virus, Norton Ghost, Goldmine Marketing and Sales, Some 2000 / 2003 Server knowledge, Active Directory, MAC OS X/Lion, Adaware, McafeeViruscan ASAP, Real VNC, Adobe Reader 7.0, Some Crystal Reports, Sysaid Helpdesk Software, Track It Helpdesk Software, TSC2 Helpdesk Software, Remedy Ticketing System, C.A Service Desk Helpdesk Software, and UNI-Center Remote Control. Oracle 10 And 11g, Officescan Trend Micro, RSA Token Web Interface, PGP Encryption, Wipedrive Pro, ERD, UBCD, Hirens, Invision, Alphalan, Dell SonicWALL, VMWare, Dameware, Acronis Backup and Recovery, Hitman Pro
• Excellent Verbal and Written Communication and Interpersonal Skills
• In-depth knowledge of TCP/IP, DNS and Internetworking Technology
• Proficient with MS Office and Exchange and Outlook Email applications
• Sound knowledge of Antivirus, Spyware, network architecture and Firewall applications
• Ability to work in a team as well as independently
• Strong organizational and time management skills
• Exceptional problem solving and customer service skills
• Bilingual: English / Spanish

Experience

Confidential

Desktop Support Administrator

• Responsible for handling Desktop Support request emails and respond to them in a timely manner
• Imaged PC's and laptops and got them ready for deployment
• Repaired and maintained copiers/printers Konica, HP,and Xerox
• Created user accounts in active directory on the primary domain controller and Exchange server in a Server 2008 environment
• Assisted users in setting up their user account profiles as well as Outlook profile.
• Created DHCP reservations for printers and managed print server
• Unlocked user accounts in active directory
• Assisted users in network connectivity issues and fixed them in a timely manner
• Set up users in conference rooms for webinars
• Also responsible for punching down CAT 6 cables to the patch panel and creating keystones on the workstation end
• Documented all newly patched/relocated equipment to from patch panel to switch.
• Managed the SonicWALL web filter
• Removed Malware/Viruses
• Created VPN accounts and assisted users in connecting to our network
• Created virtual/digital phone extensions for users, swapped phone extensions, and troubleshoot phone/voicemail issues
• Setup remote users with a VM in our VMware environment for 100 percent remote users.
• Manage PC's and software through Dameware as well as using Dameware to remote into PC's to assist end users.
• Also responsible for creating distribution group and security groups in active directory
• Created employee badges and provided their badges with access to buildings accordingly
• Responsible for running CAT 6 cables

Confidential

Account Control Analyst

• Created and disabled user accounts in Active Directory
• Added users to the appropriate member groups
• Disabled Microsoft Exchange accounts on all inactive users
• Created RSA token accounts for users
• Unassigned RSA token accounts from inactive users
• Created Invision Accounts.
• Remediated duplicate Active Directory user accounts
• Modified Active Directory user accounts based on departmental transfers
• Created and logged tickets using Service Desk ticketing system.

Confidential

Deskside Support Technician

• Troubleshoot network connectivity issues from a wide variety of network devices
• Troubleshoot Oracle And SQL Database Connections
• Provide 100 percent field support to end users throughout the entire lab
• Repair and maintain printers. Paper Jams, Fuser problems, Transfer Kit Replacements
• Responsible for PC setups such as making sure that PC MAC addresses are registered, also making sure that the proxy server is configured properly, install all required software and maintaining computer accounts using NetIQ
• Repair hardware and software issues such as laptop keyboards, video cards, NIC Cards, MS Outlook etc
• Assist end users in troubleshooting VPN issues
• Also responsible for making sure that all PC's and Laptops have the latest updates
• Log our day to day tasks using a web based ticketing system called Footprints
• Troubleshoot network connectivity issues
• Also provide support in cleaning out infected systems with spyware, adware, malware, and viruses using an Antivirus software called Trend Micro and also other software tools like AVG, Adaware etc
• Eudora
• Troubleshooting e-mail issues in an Exchange environment using the following clients
• MS Outlook 2000, 2002, 2003, 2007
• Evolution
• Thunderbird

Confidential

Helpdesk / Field Technician

• Responsible for supporting end users with network connectivity issues
• Recorded all issues using a ticketing system called Track-It
• Imaged PC's via an image server with Image Cast installed
• Setup, created, and maintained user accounts using Active Directory
• Traveled to different sites to fix complex network issues
• Responsible for setting up user's with e-mail using MS Exchange as the e-mail server and MS Outlook 2003 / 2007 as the e-mail client
• Also responsible for assigning static IP's to printers and configuring them accordingly.
• Assisted the end user with phone support providing hardware and software support
• Provided VPN support

Confidential

Desktop Support Technician Contract

• Assisted the IT department with removing SATA hard drives from the PC's
• Imaged all SATA hard drives to get them ready for deployment
• Deployed 500 PC's and IBM tablets for the Electronic Medical Records go live
• Repaired all hardware and software issues

Confidential

Help Desk /Desktop Support Technician

• Assisted users in setting up e-mail using MS Outlook 2002 /2003
• Provided Helpdesk and on-site support
• Setup users with VPN and also provided support to users with VPN issues
• Patched down cables from the patch panel to workstations
• Activated ports on the switch when a new user arrived
• Configured small Cisco wireless routers for wireless access
• Recorded issues using the TSC2 Helpdesk ticketing system and we upgraded to Remedy
• Maintained user accounts using Active Directory
• Provided printer support HP, Brother, Ricoh

Confidential

PC Technician

• Responsible for maintaining PC's
• Performed virus checks and defragments
• Assisted users with hardware and software issues.
• Repaired printer issues

Confidential

PC Technician / Help Desk

• Provided end-users with 100 phone support
• Maintained PC's with McAfee virus scans
• Assisted users with e-mail issues

Confidential

PC Technician, Digital Cable, and Cable Modem Installer

• Responsible for installing Digital Cable T.V. and Cable modem for high speed internet
• Provided users with e-mail support
• Provided customer education to insure customer satisfaction.
• Repaired all hardware and software issues