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It Support Technician Resume Profile



To secure desktop, helpdesk, or Analyst Support environment network administration or related position with a growing organization where my Microsoft certification, technical aptitude and problem solving ability will enhance technical support and benefit operational efficiencies.


Microsoft Windows 2003 Pro/Server/XP installation and configuration, Active Directory administration and design, DNS, DHCP, Routing, Remote Access, TCP/IP and troubleshooting network connectivity, Windows 2003 Network Infrastructure, Windows 2003 Directory Services, Windows 2003 Network Environment, Windows 2003 Directory Services Infrastructure, Windows 2003 Network Security, routing, remote access, head-end Termination, Hubs, OTN, Network Analysis, HFC Networking, Network Resolution, Networking Fundamentals LAN/WAN, routers, switches, hubs, firewall, fault tolerance, network security, RAM, Hard drives, Basic Network security, server administration and network protocols, Microsoft Office and hardware installation, Evaluation on Windows Vista Beta 2 and RC1 x64-bit IT professional preview program. Microsoft MCP Professional IT program preview on Windows 7 32/64bit.Evaluation/Deployment program of Windows 2008, Server 2012, and Microsoft SCCM 2007 R3 Deployment Software Example: SMS 2006-7 SCCM Deployment for Windows 7 32bit/64bit. Implemented Ghost 11.5 for imaging HP/Stinger Carts Ver.



IT Support Technician

  • Download,/Configured and Installed Microsoft Office 365 Suite.
  • Provided end user support on Windows 8, 64/32bit OS for Samsung -500T/Microsoft Surface Pro 3 Tablets.
  • Configure and resolve HP and Xerox LaserJet issues via static IP or by USB.
  • Mappingprovisioning network drives for network Transitioning.
  • Maintaining WD Cloud Services specifically for wireless Printers and Routers.
  • Connected, Mounted, and Secured Net gear and Ciscowireless routers.
  • Resolved Clients intermittent wireless issues due to utilization problems throughout the network.
  • Managed AD Active Directory, 2003 Server Clients and Folders to migrate directly over to the new My Cloud.
  • Configured/reconfigured Xerox/HP Printers to sync with the new WD Western Digital , My Cloud EX4.
  • Connected, Mounted, and Secured Net gear, Cisco, ARRIS, Linksys, and Belkin wireless routers.
  • Backup client previous documents and settings Via USMT.


  • Resolved Daily tier two escalated issues with TWOS Software after Aon's Helpdesk could not resolve remotely. Also utilized Unisys ITO software for specific communication with specific Tier 1 support.
  • Added new and moved current Clients into Active Directory and managed Domains/Reset Usernames/passwords upon request.
  • Issues resolved included but notlimited too, New Hire Moves, office/cubical relocation, provided new Lenovo desktop/laptop machines after performing Aon's Windows 7 Enterprise Image installation using SCCM via USB drive/SCCM Server, reinstalled Windows XP SP3/SOE ver. 5.0.1.Specific for Client security software issues that was incompatible with Aon's Win7image.Migrated MSL applications.
  • Setup Symantec Endpoint Solutions for PC Anywhere .
  • Pre-configured and installed Oracle 8.1.7.
  • Used CMD, GP update/Force, ipconfig flush dns, release, renew, tracert, etc.
  • Executed SCCM server reboot due to utilization issues.
  • Updated Network Printer drivers performed routine toner installation.
  • Routed CAT5/6 wiring in Aon's Switch/Server room to coordinate Clients Data/LAN linesprior and after Clientsmove to insure their VOIP/LAN extension/connection.
  • Updated network printer drivers due to Aon's Windows 7 image that did not provide the network drivers.
  • Reinstalled VOIP Software specific for Aon's inbound call Support Team.
  • Mapped networks Drives.


Tier 2 Desktop Support

  • Imaged/re-imaged XP to Windows 7 Lenovo Laptops, Desktops, and small form factors.
  • Utilized Magic/BMC Remedy Service Desk Express for creating, managing, and resolving tickets.
  • Managed Sub Domains, and Client access and PW resets on Active Directory
  • Reset and reactivated Users under Active Directory User's and Groups.
  • Back up Clients documents and settings through via USMT.
  • Mapping Network Drive via MAC Address
  • Released Static IP through CMD.
  • Import/Export .PST Archived files for Clients Outlook Email by network backup through USMT.
  • Performed configuration and support for network printers via IP Address.
  • Inbound Support on clinical application EPIC go-live
  • Supported walk through for Office 2010 applications.
  • Configured/setup Bizcard Reader, Sig plus App, Office 2010 through LANDESK deployment software.
  • Imaged/re-imaged XP to Windows 7 Lenovo Laptops, Desktops, and small form factors.
  • Utilized HP Service Manager for escalation purposes.
  • Performed inbound call support for network printers/faxes.
  • Utilized Remedy System for creating, closing and resolving tickets.
  • Supported walk through for Office 2007 applications.
  • Configured/setup Outlook 2007and 2012.
  • Managed Prestigious Doctors and VIP Surgeons that have had Issues after the initial Migration rolled out.
  • Utilized Magic/BMC and Remedy Service Desk Express for creating, managing, and resolving tickets.


Technical Support Analyst

  • Performed Escalations on Remedy BMC/TTS ticket 9.3
  • Configuration rollout on Microsoft SCCM Deployment for installation of Microsoft Cloud Services.
  • Support on MacAfee Anti-virus/Symantec/Norton Antivirus Software.
  • Support various OS including 98, XP, 2000, Windows 7, 8, Mac OSX leopard and Lion.
  • Verify SNR RX TX upstream/downstream Issues.
  • Configured Static IP's for SMC Gateway Modems.
  • Schedule T/Cs through Cable Data/DST and ACSR.
  • Created MX, A and NS Records
  • Established Telnet Command to view lanpoll, show port, and ARP Tables.
  • Performed Ping command verifying specific packet Loss and Static routing Issues.
  • Provisioned Ported and Native LAN Lines through BTS.
  • Provisioned and deleted Voice Mail through UMS.
  • Generated MACD work orders through Work Bench.
  • Configured incoming/outgoing server names through Outlook Exchange.
  • Created Vanity Domains for Business Class Customers.


Help Desk Analyst

  • Established tickets through Remedy Software on inbound/outbound calls.
  • Support/configuration of Symantec/Norton, MacAfee, and AVG Anti-virus firewall.
  • Analyzed TX and SNR US DS levels for CM CARDS.
  • Static IP configuration and registration.
  • Performed support with Citrix Go to Assist Remote desktop.
  • Corrected, restored, and reset settings on IE 8, 7, 6, with Firefox 3.0, 2.0, 1.5, and 1.0.
  • Client email support on Outlook 2007, 03, 02, Express.
  • TCP/IP configuration vr4 vr6.
  • Troubleshoot Ping, trace RT, Telnet Win IPCFG.
  • Support customers on installation ARRIS, Motorola, and Linksys modems.
  • Manage configure, support on securing wireless via WEP PSK 128bit.
  • Hardcode IP DNS for CM static IP SOHO customers.

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