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Computer Technician Resume

Alexandira, VA

SUMMARY:

  • Experienced in technical problem solving and troubleshooting for clients, dedicated service delivery, SLA’s, working to targets in busy, highly pressurised call - centre environments, training, coaching and mentoring colleagues and providing clear concise instruction to clients and customers at all levels.
  • Physically fit, reliable, flexible, and patient whilst being highly motivated to teach new skills as well as learn wherever possible.
  • Proven equally effective working both independently or as an integral part of a team
  • Consistently met or exceeded targets and SLA’s in targeted call-centre environments
  • Demonstrating high dedication to both personal and professional development
  • Adapting teaching, training and clear instruction to meet audiences of various ability
  • Adapting to shift rota s as required

SKILLS:

  • Remote desktop access
  • VNC
  • Team viewer
  • Active Directory
  • Cisco IPT, VOIP
  • Email Systems
  • Touch paper call logger.
  • Project Management
  • MS Access
  • Exchange Server
  • VMware 4.1, 5

SYSTEM:

Windows Confidential, Vista, Window 7,Ms office 2007 and 2010, Server 2003,2008R2, Outlook 2003,2007 and 2010, Novel, SAP, Exchange Server 2003 and Exchange 2010,Citrix, VMware 4.1, 5, LANDesk and Nortel/Cisco and Avaya Phones

CAREER HISTORY:

Confidential, ALEXANDIRA, VA

Computer Technician

Responsibilities:

  • Identify, troubleshoot and resolve hardware, software and network-related problems encountered by end users.
  • Handles user requests regarding computers, laptops, printers, scanners, and software issues. Repair and maintains computers, laptops and printers.
  • Performs hardware and software inventory.
  • Ms windows 2003 and 2008 R2
  • Email searching by date, recipient, sender, or subject using variety of methods including Exchange 2010.
  • Imaging desktop using Symantec Ghost

Confidential, CHARLOTE, NC

Senior System Administrator

Responsibilities:

  • Responsible for 1st line to 3rd line support and day to day running of the IT Infrastructure.
  • Administration via Active Directory, including creating accounts permissions, security, access to mailboxes, mailbox permissions, and setting mailbox limits, Managing exchange 2003, exchange 2010
  • Remote Desktop to servers, for various configurations, i.e. setting up shared folders, assigning/removing permissions and other administration.
  • Remote control of user PC, Mac using team viewer for 1st fault diagnosis
  • Desktop support including support for window server 03, 08 R2 professional, MS Office 210 Apps, and MS Outlook2010 Windows 7.
  • Supporting all Blackberry and IPhone managing rights - Laptops, Secure Client, such as OpenVpn
  • Looking after 7 other office in different country
  • Supporting all finance user with Navision and Sage, Terminal server
  • Imaging desktop using Symantec Ghost
  • VMware Confidential 4.0 or above including Virtual Center
  • The call centres in the UK and Vilnius are operational 24 hours per day, and uptime is required to be 100%

Confidential

Desktop Support Analyst

Responsibilities:

  • Providing 1st & 2nd line support to all student and teacher experiencing problems with applications
  • User administration via Active Directory, including permissions, security, access to mailboxes, mailbox rights, mailbox permissions, and setting mailbox limits etc.
  • Remote Desktop to servers, for various configurations, i.e. setting up shared folders, assigning/removing permissions and other administration.
  • Remote control of Customer PC using LANDesk, Dame ware for 1st line fault diagnosis
  • Desktop support including support for window server 03 professional, MS Office 2007 Apps, and MS Outlook2007 Windows Vista.
  • Ms windows 2003 and 2008 R2
  • Supporting all VPN and external activity based applications - Laptops, Secure Client, and 3G

Confidential

Desktop Support Analyst

Responsibilities:

  • Providing 1st & 2nd line support to all users experiencing problems with servers/applications
  • User administration via Active Directory, including permissions, security, access to mailboxes, mailbox rights, mailbox permissions, and setting mailbox limits etc.
  • Remote Desktop to servers, for various configurations, i.e. setting up shared folders, assigning/removing permissions and other administration.
  • Desktop support including support for W2K professional, MS Office Apps, and MS Outlook.
  • Supporting all VPN and external activity based applications - Laptops, Secure Client, and 3G
  • Testing new versions of bespoke software, eg Searcher, ensuring all changes meets business requirements, without adversely affecting existing functionality.
  • Forecasting scheduling and health testing of systems and servers, following planned outages and downtimes, monitoring the success/failure of the servers reloading themselves once maintenance has taken place. Ensuring business users are fully aware of downtimes by constant communication throughout.
  • Identifying and resolving VoIP issues, creation of new sites, new phones, and user administration, using Cisco Call Manager. Existing and new software, and also approvals, sign-offs and installation steps for all software supported within the IT department Liaising and creating professional working relationships with various internal departments, e.g. 3PrdP line support, external vendors & service providers, and Incident Management teams

Confidential

Helpdesk/ Desktop Support

Responsibilities:

  • Handling high call volumes in very busy and pressured working environment and logging call on Support ware7.5 software
  • Solve calls and resolve calls within SLA time period.
  • Active Directory administration, i.e. enable and disable account, password resets, Outlook profile updates
  • Remote control of Customer PC using LANDesk, Dameware and Presentation console server for 1st line fault diagnosis
  • Remote software installs
  • Adding Network printer in to customer profile keeping the customer informed of progress customer verification before ticket closure

Confidential

Desktop Support

Responsibilities:

  • Upgrading desktop from Win 2000 to Confidential using Ghost Image and sysprep over 50+Pcs and laptops
  • Building, Imaging and configuration of PC’s, Laptops and peripherals
  • Supporting over 100 user on site
  • Window 2000 and Confidential environment and Outlook 2003 running on Exchange Server
  • Upgrading office 2000 to 2003
  • Reinstalling Confidential system using Ghost
  • Asset register and auditing all the IT equipment

Confidential

Technical Support

Responsibilities:

  • Handling high call volumes in very busy and pressured working environment and logging call on Touch Pad software
  • Solve calls and resolve calls within SLA time period.
  • Password resetting in GroupWise, Novel, Citrix, and SAP
  • Adding Network Printer using AD on to Customer profile
  • Installing NDPS printer using Console one
  • Perform Administrator task on AD such as resting password
  • Remotely connect End user using Console one and Citrix Presentation server to solve user Problem
  • Close calls, with the information provided by engineers. And keep close eye on SLA’s.
  • Providing first line help desk over 2400 user

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