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Data Center Site Engineer Resume

Wilmington, DE

PROFESSIONAL EXPERIENCE

Confidential, Wilmington, DE

Data Center Site Engineer

Responsibilities:

  • Currently working as a site engineer for J.P. Morgan Chase in a raised floor environment performing installations and decommissions of servers and various network devices, running and mining out copper and fiber cabling, disposing of assets, assisting system administrators with troubleshooting issues (connectivity, hardware etc.), and escorting/assisting contracted vendors within the data center. Remedy and HP Service Center are the primary ticketing systems used.

Confidential, Philadelphia, PA & Wilmington, DE

iPad Tier 2 Support Technician

PC Refresh/Deployment Technician

Responsibilities:
  • Worked on a rollout of iPads to field sales reps at AstraZeneca and provided Tier 2 support for any issues that arose.
  • Worked on a project for the Ballard Spahr Andrews & Ingersoll law firm consisting of refreshing all of the organization’s PC’s. This was company - wide hardware refresh. Used Enteo software to push software packages, departmental images, and to export and import user profiles. Additionally, desktop support tickets were completed to assist the hardware and applications teams.

Confidential, Malvern, PA

Service Desk Technician (Help Desk and Desktop Support)

Responsibilities:
  • Worked on the Sanofi Aventis Pharmaceutical service desk which consisted of providing support to both on-site and remote users via phone, email and desk side assistance. HP Openview and Remedy were both used for ticket creation.

Confidential - Wilmington, DE & Philadelphia, PA

PC Refresh/Deployment Technician

Responsibilities:
  • Worked on a deployment project for Astra Zeneca Pharmaceutical Company upgrading all PC’s, including the actual PC, Operating System (Vista) and Microsoft Office software (2007). Troubleshot and supported deployment issues that occurred during backup and deployment phase.
  • Worked on a project for the Ballard Spahr Andrews & Ingersoll law firm consisting of refreshing the organization’s PC department images for the purpose of migrating to a new document management system. This was a software refresh project, no hardware was upgraded. Additionally, desktop support tickets were completed to assist the help desk and hardware teams.

Confidential, Malvern, PA

PC Refresh/Desktop Support Technician

Responsibilities:
  • Worked on a project refreshing all PC's for McKesson Health Solutions. Responsibilities included imaging PC's, installing additional licensed applications, encrypting hard drives with Safe Boot and using Desktop DNA to migrate end user data and settings from their computer to the new one. Performed desktop support functions for any post install issues. Performed password resets via Active Directory.

Confidential, Nashville, TN

Gold Support Specialist (Small & Medium Business - now called Pro Support)

Responsibilities:
  • Responsible for providing technical support over the telephone in a high volume call center environment for small & medium businesses on the operation or maintenance of Confidential products. Use of remote desktop software to access customers PC’s and resolve software issues was used when applicable. For the large majority of these companies, Confidential was acting as their IT department or assisting a very small IT department.
  • Provided support for Microsoft Operating Systems (Vista, XP) and software purchased with systems such as MS Office, CD burning software etc. In addition, best effort support was provided for 3rd party hardware and software applications.
  • Diagnosed hardware vs. software issues and dispatched appropriate replacement parts and onsite technicians when necessary.
  • Due to the scope of support on a Gold or Pro Support Contract, and to ensure a positive customer experience, a third party vendor may of participated in a conference call with Confidential and the customer to help resolve issues on first contact.

Confidential - Nashville, TN & West Chester, PA

Customer Account Executive

Software Support Representative

Responsibilities:
  • Worked in a high volume call center troubleshooting high speed internet and cable TV services. Provided customer service and responded to customer inquiries regarding service issues, sales, and billing.
  • Worked in the corporate data center supporting proprietary software used to control all aspects of the cable systems parameters and supporting internal employees with problems encountered at various sites throughout the United States. Duties included providing remote resolution by working tickets out of a queue, some phone support although this was not a call center, setting up and maintaining billing system parameters to implement end user needs, working on special projects as needed, and the evaluation of new software releases before being implemented.

Confidential,  Wilmington, DE

Help Desk Analyst

Responsibilities:
  • Provided day to day IT support for DEXSTA Federal Credit Union (DuPont). Duties included desktop support, remote phone support, and informal end user training. Supported all users including the CEO.

Confidential, Newark, DE

PC Technician

Responsibilities:
  • Worked for Confidential (CSC) on a project converting all employees running Windows 98 and Office 97/2000 to Windows XP and Office XP. In addition to the conversion, all PC’s were joined to a newly created domain and user data migration was performed.

Confidential, Pulaski, TN

PC Technician

Responsibilities:
  • Worked a one day assignment in Pulaski, TN upgrading a computer system for a funeral home from Windows 98 to Windows 2000 and configuring it as requested by the client.

Confidential, Morrison, TN, Newark & Wilmington, DE, & Elkton, MD

Desktop Support Technician

Responsibilities:

Desktop Support Technician Responsibilities (Carrier Account):

  • Provided Desktop Support and ICMS services for United Technology Carrier (UTC) in Morrison, Tennessee.
  • Supported customers on a Novell/NT network using Windows XP/2000/NT4/9x with Novell client software, and performed manual operating system and software application installations, upgrades, re-images, and applied critical updates and service packs pushed via CA Software Delivery. File restores were performed using Novell Netware Admin 32 Software.

Escalated Technician Responsibilities (CSC, DuPont & Basell):

  • Promoted to member of the Escalated Support Problem Resolution Team and provided Tier 3 escalated Problem Resolution, Desktop Support, and ICMS services for a global IT Solutions Company at various account sites. Worked to resolve escalated problems from the Desktop Support staff and specific DuPont SBU's that paid for the service in accordance to SLA's.
  • Assigned tickets for all VP’s and executives in both CSC and DuPont.
  • Provided mentoring to desktop support team members as needed.
  • Worked on various desktop related projects.

Problem Resolution Technician Responsibilities (CSC & DuPont):

  • Provided desktop computer support for CSC, DuPont and Basell employees at various sites by researching, troubleshooting, and resolving customer problems. Follow up with the customers would then performed later to ensure customer satisfaction.
  • Requested by upper management to provide exclusive support for the DuPont Nylon business unit as a dedicated technician in addition to providing leveraged support for the rest of DuPont as needed.
  • The problems assigned had been escalated from the Help Desk Support Team and needed to be resolved at the desktop, although remote resolution would be performed if possible.
  • Situations encountered ranged from network and VPN connectivity problems, diagnosing hardware failure vs. software problems needed for warranty replacements, to general operating system and software application problems. As computer upgrades were performed with lease renewals, the creation of custom images using Norton Ghost was carried out for the new PC models being implemented.
  • Supported customers using Windows 9x, NT4, 2000, XP, Lotus Notes, Outlook, MS Office, eTrust Antivirus, Norton Antivirus, Norton Ghost, Internet Explorer, MS-DOS, CA Unicenter, and Remedy.

Confidential, Paulsboro, NJ

Config Tech (Hardware Technician) / Advanced Integration Services Department

Responsibilities:
  • Built servers, workstations and laptops from manufacturers' parts and configured to customer's specifications per the order they had submitted to Confidential .
  • Hardware and software configurations would involve the installation of additional third party devices, manual custom installations of the requested operating system and applications, or a pre-made image which would be ghosted to the machine.

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