SUMMARY:

• Twenty - five+ years of technical experience in the Information Technology field providing superior service and support to clients.

TECHNICAL SKILLS:

Windows XP, Vista, Windows 7, Server 2000/2003, Microsoft Office Professional/Suites 2003, 2007, 2010, XP, GroupWise 6.5, Lotus Notes R5, MS Exchange Server 5.5,PhoneTree, Omniform, Sipass 2.22, Odyssey, Kronos, File Master, Versyss, Medical Manager, Nortel Call Pilot, Microsoft Office 2003/2007, WiFi, Abode Writer/Reader, McAfee, Remote Desktop\Assistance, Remedy, Heat, Fiberlink 360, Wb webmail, PeopleSoft, Citrix, SCCM, Active Directory, DHCP, DNS, PCs/LANs/Mainframes/Servers/Token Ring/Ethernet, Siemens Phone System/Key Voice Processing

EXPERIENCE:

Confidential

IT Support

• Timely response and constant monitoring of cases received in the Remedy system.
• Greet, interact and respond in a polite and professional manner to requests for technical assistance in person, Remedy Sametime, telephone or via email, maintaining constant communication with client through these multiple sources of communication.
• Research questions using available information resources, and advise user on appropriate action.
• Assist clients and training at the LAC IT Help Center with plotter, Master robot copier, CD/DVD creation. Disk labeler, and others.
• Report and assigned cases to Tier 2/Tier 3 support team for proper handling.
• Work closely with regional asset management team in relation to IT inventory and proper charge related requests.
• Provide technical support and solutions to LAC staff in compliance with institutional standard framework and institutional IT policies within the World Bank.
• Provide direction and timely training to end users in software and network usage with an emphasis on Regional best practices as it relates to the support services provided.
• Diagnose and resolve software and hardware issues on Bank standard laptops, desktops, and peripherals. Install and troubleshoot shared network equipment (printers, scanners, fax machines, and multifunctional devices).
• Install standard software packages and approved software which are under compliance by the Office of Information Security.
• Laptop mission preparation which includes Fiberlink, remote access configuration, Lotus Notes configuration, and other requirements specified on request.
• Update and maintain the pool equipment inventory (laptops, projectors, etc.) used daily at the region.
• Deleted and renamed computer accounts in Active Directory.
• Installed, configured and support Bank-standard hardware (desktops, laptops, printers).
• Diagnosed remote access issues with Fiberlink 360, AccessWB and Webmail.
• Diagnosed hardware issues and recommended parts.
• Prepare laptops and remote access services for clients working from home or traveling.
• Created local user accounts on specific PCs’ in Executive Director’s Offices during Spring Meetings.
• Manage and configure specific PCs’ for internet usage only in Executive Director’s Offices.
• Provide support and setup for presentation equipment.
• Performed special projects and other ad hoc duties as assigned by the unit manager.
• Monitored and tracked helpdesk calls daily using Remedy.
• Diagnose hardware problems and route trouble tickets to the relevant Hardware teams for resolution and repair

Senior Hardware/Software Technician

• Perform technical tasks related to the support of computer hardware and software
• Assemble, installation, operation, maintenance, distribution, modification, and testing of hardware and software
• Plan and prepare methods and procedures for tasks
• Diagnose and troubleshoot complex user hardware and software problems
• Participate in the design of tools and subsystems to support reuse and domain analysis
• Interpret software and hardware requirements and design specifications
• Prepare test plans and reports

IT Specialist

• Administer LAN
• Provide training to staff on different forms of technology
• Assist in the setup of PowerPoint presentations
• Provide support in ensuring the proper functioning of computer equipment used by staff
• Assist in the preparation of laptops for use by travel staff
• Identify and resolved technical problems with hardware, software and network. Issues
• Participate in installation and testing of computer equipment and software
• Diagnosed connectivity issues on the local and wireless network.
• Assisted users with first time login for Windows Vista, Lotus Notes and Passkey.
• Reset and unlock user passwords in Active Directory.
• Configured user and services accounts for Lotus Notes.
• Reimaged, configure and joined desktops and laptops to the network.
• Updated service patches and Antivirus software on pool laptops.
• Deleted and renamed computer accounts in Active Directory.
• Installed, configured and support Bank-standard hardware (desktops, laptops, printers).
• Diagnosed remote access issues with Fiberlink 360, AccessWB and Webmail.
• Diagnosed hardware issues and recommended parts.
• Prepare laptops and remote access services for clients working from home or traveling.
• Created local user accounts on specific PCs’ in Executive Director’s Offices during Spring Meetings.
• Manage and configure specific PCs’ for internet usage only in Executive Director’s Offices.
• Provide support and setup for presentation equipment.
• Performed special projects and other ad hoc duties as assigned by the unit manager.
• Monitored and tracked helpdesk calls daily using Remedy.

Technical Consultant

Responsibilities:

• Manage operations of complex network components in a multi-software environment.
• Analyze and develop work plans.
• Implement solutions.
• Ensure quality assurance guidelines are met & customer requirements are satisfied.
• Configure, install & upgrade components on systems and peripherals.