SUMMARY:

Inf ormation Technology Professional with 17 years of experienc e with an extensive background in Help desk and Desktop Support and a demonstrated ability to independently resolve complex technical problems .

TECHNICAL SKILLS:

• Microsoft Windows: Windows 98 to Windows 10
• Active Directory: Account Creation, Disabling/Reenabling/Password Reset/Adding user to security groups
• Microsoft Office: Word, Excel, Outlook and Power point up to version 2016
• VPN Troubleshooting: Troubleshooting and fixing both Token based as well as certificate based VPN software
• Remote Troubleshooting: Remote troubleshooting using remote desktop connection, vnc as well as other applications
• Email Applications: Diagnosing and fixing email problems with both Lotus Notes and Microsoft Outlook
• Ticketing Systems: Have Utilized ticking systems such as ZenDesk, Spiceworks, BMC, as well as proprietary ticketing systems
• Network Software Installation: Using both Microsoft Deployment Tool (MDT) as well as SCCM
• Voice Over IP Phones: Worked to install Voice over IP phones at users desks
• HP Asset Manager: Logged hardware going in and out using HP Asset Manager
• Web Browsers: Worked with Web Browsers such as Internet Explorer, Microsoft Edge, Mozilla Firefox and Google Chrome

PROFESSIONAL EXPERIENCE:

Confidential, Paoli, PA

Desktop Support

Responsibilities:

• Troubleshot hardware and software issues for users in both the main office as well as the satellite office
• Purchased new hardware as required and set up hardware to the users specifications
• Troubleshot printer and fax issues, assuring quick resolution
• Data analysis work and other tasks as required

Confidential, Malvern, PA

Desktop Support Technician

Responsibilities:

• Provide Break - fix support for HP and Lenovo Laptops and work with the vendors for service when required.
• Manage user accounts in Active Directory, including creation, password resets and unlocks
• Perform data backup for laptops that return before they go back into inventory
• Perform imaging on desktops and laptops that are returned, making sure they have the company standard base software before returning them to stock
• Utilize HP Asset Manager to assign computers to stock or users or perform intercompany shipping when sending stock to another depot
• Box equipment that needs to be shipped, create the labels and place them on our dock for shipping

Confidential, Blue Bell, PA

Desktop Support Engineer

Responsibilities:

• Diagnose and resolve problems with users VPN software
• Manage user accounts in Active Directory, including creation, password resets and unlocks
• Investigate and resolved problems with network printers
• Build new computers for users to upgrade old systems transferring their data to the new computer
• Update Server Hardware and Troubleshoot application issues

Confidential, Berwyn, PA

Desktop Support Engineer

Responsibilities:

• Build Computers for new users as well as build replacement computers for current users
• Diagnosed problems with the network printers including scanning and network folders
• Investigated problems with users vpn software and worked to resolve any problems
• Diagnosed problems with users email, including the lotus notes application and any server problems and worked towards a timely resolution
• Investigated and resolved any hardware or software problems with users computers
• Worked in Active Directory to reset passwords, add users to security groups and reenable accounts when needed

Confidential, King of Prussia, PA

Desktop Support Engineer

Responsibilities:

• Diagnose problems with VPN software, including passwords and work to resolve any problems
• Manage user accounts in Active Directory, including creation, password resets and unlocks
• Investigate and resolved problems with network printers
• Build new computers for users to upgrade old systems transferring their data to the new computer
• Update Server Hardware and Troubleshoot application issues
• Install any operating systems or required applications through the SCCM system

Confidential, Horsham, PA

Help Desk Support

Responsibilities:

• Managed User accounts including creation via Active Directory as well as password resets and lockouts
• Manage user accounts in Active Directory, including creation, password resets and unlocks
• Diagnosed VPN problems including connectivity and RSA Tokens and corrected any problems
• Investigated proprietary and non-proprietary software, Including Windows XP and Microsoft Office

Confidential, Collegeville, PA

Help Desk Support

Responsibilities:

• Managed user accounts in Active Directory including creation, password resets and disabling
• Diagnosed problems with the handhold devices used by the warehouse staff and correct them
• Investigated problems with VPN including passwords and tokens and corrected them

Confidential, Malvern, PA

Desktop Support Engineer

Responsibilities:

• Investigate software issues that could not be handled by the helpdesk via desktop support
• Transferred user data from Lotus notes over to Microsoft Outlook
• Created Technical documents to assist in resolving general how to questions for the end users
• Performed other migration related tasks as required

Confidential, Chesterbrook, PA

Desktop Support Engineer

Responsibilities:

• Performed Deskside checks on desktops and laptops to assure they were still on the network
• Verified that users network drives still worked after migration and if not worked with administrators to correct the problem
• Investigate and resolved problems with network printers
• Activated Blackberry devices on the new server and made sure they were able to receive emails, working with administrators to correct any problems that arose.

Confidential, Blue Bell, PA

Help Desk Support

Responsibilities:

• Supported Proprietary software including Salesforce Automation systems, signature software (A tablet PC solution for recording samples and doctors signatures) and expense systems
• Diagnosed problems with users hardware and software and worked toward a timely resolution
• Investigated and corrected problems with wireless routers used by the Pharmaceutical reps to do their work
• Provided shipping and packing for the end user when hardware needed to be sent in for repair, as well as scheduled loaner hardware to be shipped ahead of time so there was no lost productivity time for the user