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Help Desk Sr. Technical Analyst / Team Lead Resume

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Maynard, MA

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OBJECTIVE

Obtain a position as a team - player in a people-oriented organization where I can maximize my technical and customer-service experience in a challenging environment to achieve the corporate goals.

KNOWLEDGE AND EXPERIENCE IN THE FOLLOWING:

  • Windows XP, Windows 7 and Windows 8.
  • Linux Ubuntu
  • Mac OS X
  • Windows Automatic Installation Kit (WAIK).
  • Windows Server 2000, 2003 and 2008 R2
  • MS Active Directory management and Administration.
  • MS Office Suite 2003, 2007, 2010 and 2013. (Support and Administration of said products)
  • PGP Whole Disk Encryption (setup/deployment and Administration)
  • Host Monitor (Administrative remote management software)
  • Symantec Ghost 11.5 imaging software.
  • Symantec and McAfee Anti-Virus, Performance, Security, and PC/Server Utilities.
  • VPN Technologies: Checkpoint Secure Remote des3, Nortel Contivity and Cisco.
  • Comprehensive knowledge and experience with network protocols (e.g. TCP/IP protocol).
  • Effectively and accurately troubleshoot networks, hardware, and software.

VARIOUS SKILLS:

  • Strong Written and verbal abilities.
  • Works well with others.
  • Creative self-starter.
  • Learns and adapts quickly.
  • Excellent organization skills.
  • Very reliable.
  • Expert Hardware knowledge
  • Expert Negotiator
  • Fiscally aware.

PROFESSIONAL EXPERIENCE

Confidential, Maynard, MA

Help Desk Sr. Technical Analyst / Team Lead

Responsibilities:

  • Administer and Manage Microsoft Licensing, companywide.
  • Create and maintain “How To” documentation for the Help Desk and other departments.
  • Manage company Hardware Standards.
  • Create and maintain company Images for laptops and Desktops.
  • Support of the following Operating Systems companywide: Windows 2000, XP, Vista, Windows 7, and Windows 8. (Some Linux and Mac support also).
  • Perform Administrative functions within Windows Server environment (e.g. Active Directory).
  • Support MS Office 2010, PGP Encryption solution, Cisco VPN solution, Norton Ghost Imaging Solution, VERITAS Backup Exec.
  • Patch Management; Created WSUS (Windows Server Update Services Server), maintain, update and deployed to an 800+ desktop environment.
  • Security, network, software and hardware recommendations to clients.
  • Support for VPN connectivity in an enterprise environment.
  • Technical support for hardware and software
  • Develop backup and recovery procedures for Workstations.

Confidential, Framingham, MA

Sales Manager/NSM

Responsibilities:

  • Reported directly to the VP of Sales and the President.
  • Managed a large staff, including sales managers and their associates.
  • Resolved administrative issues that would hinder a Team Member from performing efficiently.
  • Delegating tasks, for IS and Sales Managers.
  • Responsible for Technical and Sales budget plans.
  • Keeping abreast on the latest technologies.
  • Responsible for putting together a disaster recovery plan.
  • Individual Educational plans, and reviews for all direct reports.
  • Researched and developed new procedures for our IS Department.
  • Assisted the Professional Services Group in the Hiring & training of our technical account managers.
  • Worked with the Marketing department, this involved a program to bring more leads to the sales force.
  • Traveled to various client sites with TAMS (Technical Account Managers), to provide IT support on system and network Integration projects.
  • Provided cost analysis and educated IT purchase recommendations.

Confidential, Brighton, MA

Front End Manager/Service Supervisor

Responsibilities:

  • Responsible for all customer service representatives.
  • Internally re-defined policies and procedures.
  • Implemented policies and procedures.
  • Assisted in the hiring of sales and service personal.
  • Responsible for end of day batching of days earnings.
  • Worked collaboratively in the design of a new Customer Service form.
  • Improved end of day tasks (e.g. Batching and printing of daily revenue)
  • Implementing an improved new customer checkout program; this enabled our customers to purchase a product knowing upon checkout it was the correct item.
  • Supervised all employees’, this included time cards and day to day responsibility’s.
  • Reported directly to the Operations Manager and General Manager.
  • Provided technical support and guidance to the computer technicians in the technical department.

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