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Desktop Support Technician Resume

Harrisburg, PA


Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In - depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities. With 20 years of experience in information technology and 15 years spent the Confidential Confidential, I am confident my ability to execute plans and strategies with the best interpersonal and information technology skills will make me a personal choice in your organization.


Experience includes operations on the following systems: Ultimate Open Pick Architecture System; IBM VM/ESA 2.4, & Z/vm running CMS, CP, and. DB2 for VM 6.1, QMF 6.1, OIS, RSCS, TCP/IP, VTAM, DFSORT, DOSSORT, VSAM, DITTO, Sterling Software Product WEBGATEWAY 3.1, VM: DIRECTOR, VM: BACKUP, VM: SCHEDULER. Mainframe computer Environment: IBM 4381, IBM System 38, IBM 9221 model 170, IBM AS/400, IBM 2003, IBM 9672, ESS (SHARK) DASD and a host of .IBM and Compaq computers. Microsoft Windows NT, Microsoft Office 2000, 2003, 2007, 2013 Office 365, Microsoft Windows XP, VISTA, Microsoft Office 365 and Win7 OS. Experience with Cisco Webex, Microsoft Lync, PolyCom Video Conferencing equipment, Avaya Phone System, 2003 Microsoft Server Active Directory, Microsoft System Center Configuration Manager(SCCM), Microsoft Management Console, Remote Assistance, Terminal Services, Norton Ghost, Computer Associates Service Desk and IBM Remedy Helpdesk Ticketing application. Possesses well developed analytical/PC troubleshooting skills.


Confidential, Harrisburg, PA

Desktop Support Technician

  • Provide computer support to Confidential Harrisburg staff.
  • Also responsible for providing technical assistance with hardware and software related problems.
  • Troubleshoot Microsoft Office 2003, Microsoft XP, Win7 OS and Office 365. Very familiar with IBM AS/400 applications and various corporate related web base applications issues using Microsoft Remote Assistance and Microsoft Remote Desktop tools.
  • Imaged Dell desktop and IBM laptops using Norton Symantec Ghost.
  • Manage corporate HP peripheral equipment, Avaya phone system and PolyCom video conferencing equipment.
  • Manage workflow task using IT Service Portal Service Now Desktop application.


Desktop Support Technician

  • Provide computer support to Capitol and District office caucus staff.
  • Also responsible for providing technical assistance with hardware and software related problems.
  • Troubleshoot Microsoft Office 2003, CTS and various caucus related applications y issues using Microsoft Remote Assistance with caucus staff and members. Imaged Compaq desktop and tablet PC’s using Norton from Symantec Ghost.
  • Manage caucus peripheral equipment and PolyCom video conferencing equipment for PA House leadership members, workflow task using Computer Associates Service Desk application.


Network Administrator II

  • Administer Microsoft networks and servers running MS Exchange 2000 Windows 2000/2003 servers and Active Directory 2000/2003.
  • Provide support for all caucus related network services i.e. Blackberry BES, Intranet and Internet. Also responsible for providing technical assistance with hardware and software problems.
  • Administer enterprise backups using VERITAS Backup Exec.
  • Identify, evaluate, and recommend hardware and software products and assisting district office and capitol desktop support staff with request.


Manager of Infrastructure Services

  • Responsible for all of Information Processing Department that supplies voter registration and special list to be used in members’ mailings, newsletters and various other projects we manage in CTS.
  • Also responsible for the caucus network administrators.
  • Making sure Microsoft service packs and security updates are applied to assure that our caucus network is up and online 99.9%.
  • Responsible for over seeing a 10 million Information Technologies operating budget & management of 12 people.

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