SUMMARY:

• Support professional with 11 years of experience providing software & hardware technical support.
• Provides outstanding customer service and a strong ability to communicate technical concepts in a non - technical manner.
• Experience in handling multiple task & end-users of various org. levels.

TECHNICAL SKILLS:

Server Applications: BES User Administration, Active Directory - Group policy, Users and Computers, Windows NT/2000/2003 Server, Exchange 5.0/2003/2007 server, Iron Mountain backup and recovery, Backup tape rotation, Ghost, Symantec Endpoint Encryption, Mobile Iron, Lync 2010 Administration

Applications: MS Office 97, 2003, 2007 & 2010 (Word, Excel, PowerPoint, Outlook, OWA, Access), MS Project, LANDesk, GotoAssist, IBM Sametime, Lotus Notes, Some Visual Basic 5.0 for Excel, Internet Explorer, Firefox, Chrome, Safari

Ticketing Applications: IBM, Remedy, Remedy Force, Track-it, Service Now, Assyst

Hardware: Dell, HP, IBM/Lenovo desktop, laptops and servers. Some Mac. iPad, iPhone, Android & BlackBerry Devices, Printers, Routers, Modems, Wireless Routers

Networking: TCP/IP, DNS, DHCP, LAN/WAN, VPN/Remote Connectivity - CheckPoint, Cisco Secure VPN, AT&T Global, Nortel Extranet, Sonic Wall, Microsoft Virtual PC, PC Anywhere, Terminal Services, RSA SecurID, Netgear, Linksys, Basic Cisco & Juniper routers, Novell Netware, Firewall, Ports

Platforms: MS-DOS, Windows 95/XP/2000/Vista/Windows 7, 8 & 10, some MAC OSX 10.5 Leopard

PROFESSIONAL EXPERIENCE:

Desktop Support / PC Refresh / Field Technician

Confidential, California

Responsibilities:

• Provide deskside end user support via phone / remote to local and remote customers while resolving all Incidents within each BU's identified SLA.
• Verify received new and returned PC equipment. Check for any damage or missing accessories and document/report.
• Image and install equipment (PC, Monitors and peripherals) for new hires and troubleshoot when required. Also ensure that teh asset information for all new installed equipment is updated.
• Image and ship PC equipment to remote offices when required. Track these shipments and maintain communication with onsite requester.
• Oversee equipment inventory and inform Purchaser / Lead stock projections to allow time to purchase.
• Decommission returned, damaged, or out of warranty equipment by wiping and/or backing all data and removing any physical identification and prepare decommissioned equipment for physical disposal/restock.

Desktop Support Technician

Confidential, California / Florida

Responsibilities:

• Perform installs of PC, phone, micros systems along with keypads, moves, add or changes (IMAC) and Active Directory updates to reflect dept. adjustments.
• Image and ship PC equipment to country offices when required. Track these shipments and maintain communication with onsite requester.
• Perform monthly server reboots to apply PCI and SOX compliance updates and verify back-ups via Iron Mountain.
• Document monthly activities for reporting purposes and keep track of employee access definitions to various systems and terminations if necessary.
• Configure mobile devices (Blackberry, iPhone & Android) to send/receive emails and also assist with establishing VPN remote connection for remote users.

Desktop Support Technician

Confidential, California

Responsibilities:

• Pre-test, Image, prep and deploy PC/laptops for migration of Windows 7.
• Install and configure end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Ensure that physical desktop connections (me.e. RJ-4 Ethernet jacks, RJ11 telephone modem jacks) are in place for successful connectivity.
• Provide post-migration support for end users to meet teh service quality standards.
• Configure mobile devices (Blackberry, iPhone & Android) to send/receive emails and also to establish VPN remote connection.
• Perform adds, physical moves, and changes of computers, phones within teh office and also installation moves/switches of desktop printers.
• Document all problems and their resolution via Remedy ticketing application software.

Desktop Support Technician

Confidential, California

Responsibilities:

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Receive and respond to incoming tickets via Service Now, voice calls, pages, and/ or e-mails regarding desktop issues to diagnose PC/ Laptop / VOIP phone issues.
• Coordinate with third-party support and PC equipment vendors.
• Configure mobile devices (Blackberry, iPhone & Android) to send/receive emails and also to establish VPN remote connection.
• Perform adds, physical moves, and changes of computers, phones within teh office and also installation moves/switches of desktop printers.
• Document all problems and their resolution via Front Range ITSM ticketing application software.

Desktop Support Technician

Confidential, California

Responsibilities:

• Install, repair, re-image and upgrade PCs/laptops as needed (Windows XP & Windows 7)
• Make reactive rounds of teh nursing floors to identify desktop/printer issues.
• Support users with various software/applications including: Microsoft Word, Excel, Access, PowerPoint, Outlook, Active Directory, MEDSuite, Pharmtech.
• Move, add and change workstations throughout teh hospital locations and off campus sites.
• Troubleshoot, install, and configure hard drives, optical drives, video cards, printers & network cards.
• Configure mobile devices (Blackberry, iPhone & Android) to send/receive emails and also to establish VPN remote connection.
• Manage, support, and troubleshot network printers and scanners.
• Documented all problems and their resolution via Service Now ticketing application software.

Help Desk Technician

Confidential, California

Responsibilities:

• Acknowledge incoming calls and process outgoing calls/emails with a proven track record and a 95% resolution rate.
• Assist end users as well as high priority (VIP) users with their PC/laptop issues.
• Grant user's access to Active Directory to gain additional entry into network resources, drives and various corporate accounts.
• Cross-train new hires on teh daily process of a level 1 Technical Support/Service Desk tech.
• Provision software packages via LANDesk remote tool.
• Document all problems and their resolution via Front Range ITSM ticketing application software.

Help Desk / Desktop Support Technician

Confidential, California

Responsibilities:

• Assist staff of more TEMPthan 500 with teh installation, configuration and ongoing usability of desktop computers, laptops and peripheral hardware/software.
• Work with vendor support contacts to resolve technical problems with desktop computing equipment, printer equipment and software.
• Install, configure and maintain desktop and laptop hardware including, but not limited to hard drives, RAM, video cards, network cards, fans and CD/ DVD drives.
• Perform adds, physical moves, and changes of computers, phones within teh office and also installation moves/switches of desktop printers.
• Monitor voicemail system to add and remove voicemail boxes as needed.
• Create, monitor, and update halp desk tickets, tracking new and open issues throughout teh life-cycle of a reported technical issue via Service Now ticketing application software.

Help Desk / Desktop Support Technician

Confidential, California

Responsibilities:

• Install, repair, re-image and upgrade PCs/laptops as needed for EPIC roll-out (Windows XP & Windows 7)
• Made reactive rounds of teh nursing floors to identify desktop/printer issues.
• Support users with Microsoft applications including: Word, Excel, Access, PowerPoint and Microsoft Outlook.
• Support users with Clinical applications running on various medical software environments: (Epic, Citrix, SIS, Midas, Healthstream, IDXweb/GCS, Webvs, Alab/Mysis, Sunquest, PeopleSoft.)
• Configure mobile devices (Blackberry, iPhone & Android) to send/receive emails and also to establish VPN remote connection.
• Move, add and change workstations throughout teh hospital locations and off campus sites.
• Troubleshoot all hardware and software problems, taking appropriate corrective action, or dispatch trouble ticket to Tier II technicians or analyst while following up on all problems ensuring prompt resolution and be teh point of contact until teh issue is resolved.
• Update open trouble tickets as needed via Service Manager ticketing application software.

Order Processor / Desktop Support Technician

Confidential, California

Responsibilities:

• Assist staff with teh installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment and software within established standards and guidelines.
• Communicate with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Work with Help Desk and Network Operations staff and procurement staff as appropriate to determine and resolve problems received from clients and/or purchase of hardware and software.
• Perform adds, physical moves, and changes of computers, phones within teh office and also installation moves/switches of desktop printers.
• Document all problems and their resolution via Remedy ticketing application software.