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Helpdesk/desktop Support Resume

TECHNICAL SKILLS

NETWORKS: Windows 2008/2003, Windows 2000, Windows NT 4.0, Novell Netware

OPERATING SYSTEMS: Windows 8, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 95/98/Millenium, Windows NT Server and Workstation 4.0, MS - DOS, Macintosh OS

SOFTWARE: Microsoft Office, Outlook, Lotus Notes, Citrix, Active Directory, VPN, SCCM (MS SMS), Blackberry software, Aircard software, Remedy, HP Service Center (Peregrine), DARS, Pulse, Dameware, Guardian Edge, Pointsec, McAfee, Norton Utilities, Ghost, Wininstall, Timbuktu Pro, ADSM, Netadmin, Vantive, Applix, Spectrum, TCP/IP

HARDWARE: Blackberries, Windows/Intel PC’s especially Dell and IBM/Lenovo, Macintosh Computers, Servers, Laptops, Telephones, VOIP phones, Network cards, Printers, Tape Backups, Network Cables, Hard Drives, Video cards, Monitors, CD/DVD, IDE/SCSI/SATA, USB, Memory, Motherboards, Routers, Wiring Closets, Security equipment, Bar code scanning equipment, Fax machines, Port replicators, Modems, etc.

WORK HISTORY:

Confidential

HelpDesk/Desktop Support (local 80 users, enterprise 500 users)

  • Phone Support for enterprise
  • Perform builds, break-fix, adds/moves/changes.
  • Use Bomgar for Remote Support
  • Active Directory
  • Create new user accounts in Exchange
  • Build and manage computer images and software installs

Confidential,

HelpDesk/Desktop Support (local 550 users)

  • Perform builds, break-fix, adds/moves/changes.
  • Help Desk for in-person and remote support
  • Printer support
  • Active Directory
  • Asset tracking
  • Build and manage computer images and software installs

Confidential

HelpDesk/Desktop Support (local 80users, enterprise 180users)

  • Active Directory and SCCM
  • Perform builds, break-fix, adds/moves/changes. Remote support
  • Sole Help Desk supporting entire company remotely and in person
  • Printer/Plotter support
  • Password resets/unlocks
  • Asset tracking
  • Build and manage computer images and software installs

Confidential

Migration Specialist (local 1000 users, enterprise 30000 users)

  • Perform daily migrations of hardware from XP to XP (new machine)
  • Make sure all users data and applications are restored
  • Troubleshoot tickets in the Migration queue

Confidential

End User Support (local 1000 users, enterprise 50000 users)

  • HP Thin client support, hardware and software
  • Perform builds, break-fix, adds/moves/changes.
  • Printer deployment and support
  • Password resets/unlocks
  • HP Service Center for ticketing
  • Blackberry support

Confidential,

Service Desk Analyst 2 (local 50 users, enterprise 1000 users)

  • Sole Support for local 50 user office in Freeport
  • Perform builds, break-fix, adds/moves/changes. Remote support
  • Transitioning to become Help Desk supporting entire company remotely
  • Printer/Plotter support
  • Password resets/unlocks
  • Asset tracking project to correct all assets at my location

Confidential

Help Desk/Desktop Support lvl 2 (local 800 users, enterprise over 60,000 users)

  • Perform user adds/moves/changes
  • Troubleshoot escalated tickets from the Help Desk
  • In-house cube visits and remote support
  • Printer support
  • Call Center support

Confidential

Desktop Support (local 100 users, enterprise thousands of users)

  • Perform user moves
  • Recover equipment and track all assets
  • Perform builds and prepare users to become work at home users
  • Troubleshoot escalated tickets from the Help Desk

Confidential

Migration Specialist (local 800 users, enterprise over 100,000 users)

  • Domain migration project
  • Perform checklist of Win XP changes on user machines for migration
  • Answer user questions and train users on new domain logins

Confidential

Migration Specialist (local 800 users)

  • Win7/Office 2010 migration project
  • Interview end users for computer information and backup all user data
  • Post migration visits and ensure all data and settings are correct
  • Answer user questions and train users

Confidential

TAC Engineer/Desktop Support (local 80 users, enterprise 2000 users)

  • Work with Active Directory daily maintaining users and computer accounts
  • Work with SCCM daily deploying software to users as needed
  • Assist users with Citrix application issues and maintain Citrix printers
  • Perform PC and Laptop adds, moves and changes on a daily basis
  • Single on-site Support for two sites housing 75 employees
  • Track all work performed in Pulse
  • End User desktop support, including cube visits, Help desk and Remote Desktop
  • Printer support (HP, Lexmark), Fujitsu scanners, fax machines, copiers
  • Projects such as OS migrations (XP to Win7), Hardware Tech Refresh
  • Blackberry and laptop for On-call work during off hours
  • Perform routine cabling, switch, telephony work in the IT closets

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