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Tier Ii Desktop Support Technician Resume

Tampa, FL

SUMMARY:

  • A+ Certified PC Technician Dell Certified for Desktops and Laptops IBM Certified System Administrator Helpdesk Analyst NOC Analyst
  • An A+, Dell, and IBM certified professional in the areas of desktop and laptop computer configuration, assembly, troubleshooting, diagnostics and repair. Also, a Microsoft Certified Desktop Support Technician (MSCDST) involved in resolving software and configuration issues encountered by end - users. Currently awaiting CWNA (Certified Wireless Network Administrator) certification. Highly skilled in Network configuration, hub, routers, protocols and switches, cabling, data migration and recovery.
  • Extremely focused on identifying problems, developing recommendations and solutions, and taking or overseeing corrective action within assigned specialty and ensuing problems are resolved. Possess excellent communication skills.
  • Work effectively with clients, users and senior managers; promote and maintain a team environment as well as providing top quality service and customer satisfaction when working alone. Candidate has 30+ years in this field service.

TECHNICAL SKILLS:

Software: MS Office Suite 97/2000/2003/2007/ XP, Word, Excel, Access, Power Point, Outlook, Lotus Works, Lotus 123, Lotus Notes, cc Mail, dBase IV 1.5, Eudora email client, Dameware Remote Control, VNC, Cisco VPN Client, Studio 9 - Studio 14 video processing.

Hardware: IBM 370 Systems (30 81 and 30 84), IBM PC's & compatibles, SUN, SGI, Exabyte, DEC, CTX, Hewlett-Packard, Dell, Toshiba, Gateway, eMachines, Sony desktops/laptops, Compaq, IBM laptop and ThinkPad notebook computers, Toshiba, Packard-Bell, AST, and Acer systems, various printers/scanners Xerox, Hewlett-Packard, Canon, Lexmark, Epson. Linksys, 3Com, Cisco Routers and switches wired/wireless.

Operating Systems: MS-DOS 3.1, 5.0, 6.22, Windows 98/2000/ NT/ Me/XP/Vista Home/Business/Ultimate, Windows 7

Local/Wide Area Networks: Microsoft Windows 2003, Novell Netware, Citrix

Mainframe: OS/VS, MVS/XA, JES 2, IBM Utilities for 370 Systems, RACF Software Security System, UCC7 (Production Control environment), IMS/DB version. 1.2 And 1.3, TTran (Communication Software), TSO, SPF, ISPDF SAS (Statistical Analysis Systems)

Internet: Netscape 4.X & later, Internet Explorer 4.0 - 8, FireFox, Front Page website software

PROFESSIONAL EXPERIENCE:

Confidential, Tampa, FL

Tier II Desktop Support Technician

Responsibilities:
  • Assigned to Armed Forces Institute of Pathology at Walter Reed Army Medical Center in Washington, DC as Tier II Helpdesk Technician.
  • Image/repair desktops/laptops for users.
  • Resolve software issues or develop “work-arounds” for users to minimize user “down time”.
  • Unlock user accounts in Active Directory as necessary.
  • Resolve CAC issues as required.
  • Install additional software upon user request within DOD guidelines to include IAVAs as directed.
  • Install and resolve issues with encryption software such as Credant.
  • Clean up malware incursions as necessary.
  • Proactive problem resolution when network group inadvertently caused “Symantec-McAfee anti virus debacle” on over 700 workstations.
  • Reclamation, salvage and transfer of user data.
  • Ticket entry in “Heat” system.
  • Candidate assumes “ownership” of user’s problem until it is resolved.
  • Resolves problems remotely using Dameware Remote Control or visits user “desk side” for problem resolution.
Confidential, Columbia, MD

Tier II Desktop Support Technician

Responsibilities:
  • Assisted Sprint/Nextel employees from ALL offices, to include offices in Hanover, Elkridge, Silver Spring, and Bethesda in Maryland
  • Remotely provided support to offices in Irvine California, Florida and, McLean and Reston, Virginia
  • Involved in several network projects developed to synchronize and unify the two different data and network structures of Sprint and Nextel.
  • Responsible for accurate service ticket entry and, “in house” inventory acquisition, management and return.
  • Involved in desk side assistance to the Sprint/Nextel employees at the Columbia, MD business office and retail stores
  • Involved in assigning, imaging/reimaging Laptop/Desktop computers
  • Replacing hard drives, PCMCIA slots, Motherboards, NICs, graphic adapters, video panels, RAM, and plastics as necessary.
  • Supported clients using MS Office 97/2000/2003/2007 to include Visio and MS Project. Installed applications and additional features and repaired these applications as needed.
  • Assisted users with Outlook 2003 issues and configuring their accounts for MS Exchange.
  • Resolved issues and problems encountered by the users with applications and the network in house at “desk side” and, remotely on a daily basis.
  • Configured/Assigned/Unlocked/Reset User’s accounts in Active Directory
  • Created service policy that is now carried out in ALL Sprint markets.
  • Assisted in the conversion of the Nextel LAN to Sprint LAN in Columbia, MD office.
  • Activated/Moved/De-activated network ports as needed.
  • Worked with Tier3 to make physical changes to the network i.e.: adding/changing/deinstalling hardware components such as routers, switches, modems and UPCs.
  • Installed/assigned/moved office telephones.
  • Resolved minor network printer issues as well as, map printers for users.
  • Maintained a high ticket and favorable survey count.
  • Cleaned up virus/worm/Trojan/spyware/adware incursions as needed.
Confidential, Technosoft, MI

Tier II Desktop Support Technician

Responsibilities:
  • Involved in desk side assistance to the Sprint/Nextel employees at the Columbia, MD business office and retail stores
  • Involved in assigning, imaging/reimaging Laptop/Desktop computers
  • Replacing hard drives, PCMCIA slots, Motherboards, NICs, graphic adapters, video panels, RAM, and plastics as necessary
  • Resolved issues and problems encountered by the users with applications and the network in house and, remotely on a daily basis.
  • Resolved minor network printer issues as well as, map printers for users.
Confidential, Columbia, MD

Consultant/OEM

Responsibilities:
  • Service small businesses and home residence in Washington DC and Maryland area.
  • Replaced hard drives, PCMCIA slots, Motherboards, NICs, graphic adapters, video panels, RAM, and plastics as necessary.
  • Provided hardware/software upgrades/repairs/replacement for personal and POS equipment.
  • Supported clients using MS Office 97/2000/2003/2007 features and showed upgraded features with in the software.
  • Assisted users with Outlook 2003 issues and configuring their accounts for POP3 and MS Exchange
  • Configured User’s accounts
  • Resolved minor network printer issues as well as, install and map printers for users.
  • Installed/secured wired networks for residential clients
  • Installed and secure/repair wireless networks for residential users.
  • Altered users LAN to “hybrid” (wired AND wireless) at user’s request.
  • Assisted clients in purchase and maintenance of hardware and network.
  • Instruct users in proper maintenance of operating system software and hard drives.
  • Cleaned up virus/worm/Trojan/spyware/adware incursions as needed.
Confidential, Washington, DC

Data migration Specialist/PC Technician

Responsibilities:
  • Assisted in the pre-migration and migration stages of the computer systems upgrade at USDA
  • Successfully executed this assignment including auditing, maintaining, and transferring user data, IP addresses, current user equipment, and software inventories
  • Involved in uploading the respective information to each of the 5200 new desktop or laptop computers
  • Resolving hardware/software issues and assigning usernames and passwords as prescribed by the USDA

Confidential, Hamilton, MD

Roving Tier Three Helpdesk Technician

Responsibilities:
  • Provided Tier Three Helpdesk services to Booz|Allen|Hamilton (BAH) at their National Business Parkway, Hanover, Linthicum (Airport Square II and XVI), Baltimore, and Abingdon, MD offices
  • Involved in installing and upgrading new/used IBM desktop and Laptop computers for use by BAH users during firm-wide system conversion
  • Provided hardware/software diagnosis, repair and maintenance of those computers
  • Insured computer network connectivity through the use of software, hardware, or cabling for BAH users Setup, maintenance, and troubleshooting Video Tele-conferencing (VTC), unit as required
  • Interacted regularly with various groups within the BAH IT organization to distribute or disseminate information.
Confidential, Baltimore, MD

Field Service Technician

Responsibilities:
  • Acquired DELL and IBM certifications
  • As Desktop / Laptop repair technician, provided warranty hardware repair services to customers of Dell and IBM throughout the Baltimore/Washington DC
  • Communicated with Dell and, IBM technical support on regular basis on behalf of customer
Confidential, Falls Church, VA

Computer Technician

Responsibilities:
  • Installed and migrated Windows NT/2000 based Workstations to Windows XP
  • Supported both hardware and software service request activities for 1800 new Computer Systems for client(s): Computer Sciences Corporation and the Internal Revenue Service (IRS)
  • Performed application installs per development group instructions.
  • Interfaced with client and CSC organizations to meet Service Level Agreements (SLA)
Confidential, Washington, DC

Computer Technician

Responsibilities:
  • Installed and migrated Windows NT based workstations to Windows 2000.
  • Supporting hardware and software service request activities for 700 new computer systems for client United States Department of Agriculture (USDA)
  • Performed application installs per development group instructions.
  • Made repairs and modifications when and, as required.
  • Interfaced with client’s organizations to meet Service Level Agreements (SLA).
Confidential, Columbia, MD

System Administrator

Responsibilities:
  • As System Administrator, maintained LAN availability and integrity, running system backups/restores
  • Installed Desktop/Laptop computers and all software (e.g. Windows 95/98/NT 4.0, required service packs, Eudora Email client and conversion to MS Outlook, etc), virus assault recovery
  • Provided Helpdesk support; accepted user phone calls in office as well as in field
  • Troubleshooting problems and resolved issues with excellent results
  • Installed and customized Windows NT, MS Office Suite, Oracle and Siebel as required.
Confidential, Columbia, MD

Consultant/OEM

Responsibilities:

  • Provided Operating System installations (Windows95/XP/NT and 2000), security patches and software application upgrades to workstations throughout the Baltimore/Washington DC area.
  • Build the company’s own line of Desktop computers partnering with AMD, Microsoft, Seagate, Assus and other associates
  • Troubleshot software and hardware issues
  • Installed and maintained LANs
  • Recommends various software/hardware purchases and practices to meet client’s needs

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