TECHNICAL SKILLS:

Operating systems: Windows 95/98/2000 professional / Windows XP, Windows Vista, Windows 7, Windows 7, UNIX, Mainframe, AS400, Midrange Mac OSX, and Active Directory

Software Skills:: Knowledge of virtually all Microsoft Office applications, Lotus Notes and Webmail.Training on Peregrine and Siebel 7 systems.

Hardware proficiencies: Computers including portable hardware repair and installation experienced with IBM, Compaq, HP, Dell, and Gateway. HP and IBM printer installation network printer ip address mapping. Installing and configuring Ethernet, DSL, wireless (cable modem), scanners, digital cameras, etc.

Mobile support:: Blackberry handhelds, PDA s (palm OS, Sony, and pocket pc s)

PROFESSIONAL EXPERIENCE:

Confidential

Desk side Support Technician

Responsibilities:

• Troubleshoot hardware incidents. Server backups, network equipment migration.
• Replacement, repair and upgrades for desktop and laptop computers.
• Resolve network and intranet connectivity problems.
• Reinstall and configure applications, modules, add ins; including ODBC connections, MS Office, Oracle, Rumba, Outlook and various mainframe and other Xerox proprietary software.
• Re - image and deployment of Windows 7 pc for new and existing users.

Confidential

Desk side Support Technician

Responsibilities:

• Troubleshoot hardware incidents. Server backups, network equipment migration.
• Replacement, repair and upgrades for desktop and laptop computers.
• Resolve network and intranet connectivity problems.
• Reinstall and configure applications, modules, add ins; including ODBC connections, MS Office, Oracle, Rumba, Outlook and various mainframe and other Xerox proprietary software.
• Re-image and deployment of Windows 7 pc for new and existing users.

Confidential

Contractor, Helpdesk Technician

Responsibilities:

• Provide telephone support for Windows XP, Windows 7, Macintosh, MS Exchange, Outlook, Entourage, Lotus Notes, Blackberry handhelds, Mobile device activations and troubleshooting. Citrix and VPN connectivity. AD administration and Mainframe support
• Clients included: Redroof Inn, Chicago Sun Times, Glaxo-Smith Kline, Confidential, HP, Global Brass, Dole, Messaba Airlines, 3M and Arise (Live Chat support)

Confidential

Desktop Support Technician

Responsibilities:

• Provide support for various applications environments including Windows XP/2000 and Vista, Microsoft Office, Adobe Reader/Writer, Active Directory, Lotus Notes/Goodlink and AS400 programs.
• Provide Compaq/HP and Dell hardware support for onsite and remote users via telephone, NetMeeting and network access tools.
• Provide level 2 support through hands-on diagnosis, installation/repair of pc's, laptops, and peripherals.
• Setup equipment for meetings, conferences.
• Provide new hire setups and initial login assistance.
• Implementation of IT projects such as software rollouts and upgrades, domain migration, and network security enhancement.

Confidential

Desktop Support Technician

Responsibilities:

• Uninstall 40 computers/laptop workstations and their peripheral equipment. Migrate to a new location and reinstall all user workstations and peripherals..
• Verify workstation network connectivity and application access. Perform user acceptance testing, re-add local printers, remap network printers and verify print functionality.
• Perform equipment inventory check of all Washington Mutual IT devices, prior to resource redistribution.

Confidential

Incident Management Analyst

Responsibilities:

• Respond to calls from internal customers for network outages, for Unix AIX, DB2 and Mainframe issues and other production affecting events.
• Mobilize the infrastructure support teams via email, pager and instant messaging to investigate and reduce impact to production and minimize the downtime.
• Facilitate in problem resolution by managing conference calls, conducting RRT's (Rapid Response Teams) and providing information data for post incident review.

Confidential

Technical Support

Responsibilities:

• Provide telephone support to subscribers for the rollout of their rollout of Perform Plus III tax forms software revision
• Troubleshoot installation issues.
• Assist with navigation and how to questions.

Confidential

Helpdesk Analyst

Responsibilities:

• Map network drives.
• Troubleshoot NIC drivers.
• Install Lotus Notes, re-create Notes id files, re-specify mail server, create Notes data bases, and resolve Notes calendar and other how to question for Lotus Notes/Webmail issues.
• Train and mentor new technicians on Lotus Notes troubleshooting and other functional questions.
• Perform 100% phone support to onsite and remote users of Windows 2000, XP, and Office, as well as handle first call resolution and troubleshooting for general hardware, network, and desktop and security issues.
• Password and access administration on multiple systems and applications.
• Research failure points and recommend changes to stop continuing/failure problems.
• Create, route and close service tickets using Peregrine ticketing system.
• Reconfigure MS Outlook and recreate Exchange server access.
• Assist in creating Mainframe accounts
• Run diagnostics for server connectivity issues.
• Resolve VPN issues.
• Rebuild network profiles.
• Recover Novell files and directories.
• Provide support for over 300 applications.
• Use remote software to assist in problem resolution.
• Assist clients step by steps to fix common pc and application issues.