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Help Desk Technician Resume

Hartford, CT

OBJECTIVE: To obtain a position in the field of Information Technology, specifically helpdesk/desktop support.

Computer Skills Windows7, Server 2008, MCP

WORK EXPERIENCE:

Confidential Boston, MA

  • Break fix lap tops and PC's
  • Mac set up and connecting to domain
  • smart phone setup and deployment
  • iPad set up
  • MiFi configuration
  • new user set up (active directory)
  • setting up of Cisco phones
  • Syncplicity account management
  • Adobe connect set up
  • LogMeIn account deployment and setup

Confidential, Westborough, MA
Level II Helpdesk- Temporary position

  • Contract for PSK update project
  • Troubleshoot POS scanners and markdown units
  • Escalate tickets to vendor for replacement equipment
  • Remote (desktop); (vpn) into web server using Ericom
  • Verify that new PSK is updated on all wireless devices
  • Check and power cycle AP’s if needed

Confidential

Help Desk Technician Hartford, CT

  • Worked with HP Servicedesk; LotusNotes
  • Served HSB and Munich Re employees’ application problems: anything from hardware to network/VPN issues (30 calls/day). Resolved incidents via phone, email, and remote desktop.
  • Completed special projects assigned by management (i.e. New Employee Training Guide)
  • Collaborated with Claims Dept. for high priority resolution
  • Trained new employees
  • Consistently performed well on weekly report cards & call status reports

Confidential (General Dynamics)

Service Desk Technician Needham, MA

  • Became proficient with Remedy
  • Assisted busy call center with answering average of 40+/calls per day- mostly password resets, remote access tokens, etc.

Confidential

Help Desk Technician Hartford, CT

  • 2+ years of IT experience in help desk support in high volume call center providing off-shore support; 40+ calls per shift, 1st call resolution of 87%
  • VPN access connectivity, UNIX passwords, virtual machine reboots/maintenance, remote desktop assistance, configuring Cisco and Avaya phones through PBX and Cisco Management Console
  • Changed passwords and account unlocks through Active Directory & SSO
  • Fluent in the HPSD ticketing system
  • Provided Level 1 and sometimes Level 2 support
  • Attended diversity and time management workshops
  • Experience with installment of wireless home networks, wireless printers, and other devices

Confidential

Kitchen Manager

  • Handled all inventory, maintained food cost, and managed opening and closing procedures
  • Trained, scheduled, and assisted in the hiring of all new kitchen staff
  • Organized and maintained distribution of all food products
  • Supervised a staff of 8-10 individuals

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