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