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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