SUMMARY:

To obtain a challenging position which will utilize my Information Management/Computer Operations skills, with responsibilities which demand a consistent level of high performance.

PROFESSIONAL EXPERIENCE:

Customer Service Technician/Asset Manager

Confidential

Responsibilities:

• Currently IT Asset Manager for Hardware/Software
• Performed Tier 1 & 2 support
• Imaged desktop & laptops using Confidential tools
• Managed client computer using Active Directory
• Experience setting up VMware Workstations
• Set up Blackberry, IPhones & IPad devices for users
• Proficient using Office 2010/2013
• Answered & tracked incoming trouble calls using Service Now/Remedy
• Provide onsite assistance to over 1,000 employees
• Performed conversion from Windows XP to Windows 7
• Troubleshoot all hardware problems for Dell Models 960,990 & 9010
• Re - installed faulty systems
• Installed & configured printers, scanners, fax machines & all other peripherals
• Remote control to client pc’s using Confidential
• Provide assistance with MS Outlook
• Assist users with setting up Nortel VPN Client & web based application

Help Desk Technician

Confidential

Responsibilities:

• Performed Tier 1 & 2 support for over 8,000 customers
• Answered & tracked incoming trouble calls using Remedy Help Desk Application
• Installed & tested new software for the Confidential
• Provided remote phone access support to over 500 off-site users
• Re-installed faulty systems using Norton Ghost & NT Boot programs
• Installed all the software & tested over 1,500 new computers
• Installed & configured printers, scanners, fax machines & all other peripherals
• Assisted with the migration from Win NT to Win 2000
• Expert in trouble shooting Office XP Suite (Word, Excel, PowerPoint, Access)
• E-mail guru with all Microsoft Outlook problems
• Set-up new e-mail, LAN, Travel Manager, SIMMS tracking system accounts
• Provided password support/security for incoming personnel using Enterprise Administrator

Help Desk Technician

Confidential

Responsibilities:

• Assigned as the Single-Point-Of- Contact for the CIO/OCIO
• Tracked and resolved client computer issues
• Provided video conferencing support to Executive level clients
• Prepared Power Point presentations for Senior level meetings
• Trained new employees on the proper use of their laptop/PC
• Kept track of all IT hardware using Excel spreadsheets
• Administered & changed logins, passwords, & new accounts using Active Directory