PROFILE
A dynamic, technically skilled, and results-focused professional recognized for providing technical issue-resolution and support to maintain and enhance the delivery of information technology and customer service in a timely and cost-effective manner which includes: customer service, phone support, desktop support, printer, remote desktop troubleshooting, wireless technology administration, and email administration.

EDUCATION

Associate Degree, General Studies

Bachelor of Arts, Radio/Television

Diploma, PC Support Technician Program

CERTIFICATIONS

Microsoft Office User Specialist Ò 2000
CompTIA Network + âCertified Professional 2004
CompTIA A+ Certified Professional 2010

EXPERIENCE

PC Technician Confidential, June 2010-Present
Confidential,-Hanover Park, IL

• Installation and support of new applications such as internet explorer version 7 and 8, Microsoft Office 2007 and McAfee Virus software.
• Provided desktop Support via Windows XP, Windows Vista, and Windows 7; (installation and configuration).
• Experience Ghosting/Imaging PCs and Laptops using Symantec.
• Scanning computer equipment via SAP.
• Troubleshoot hardware and software issues within Windows XP and Vista.
• Installing hardware and software on IBM and HP PC, laptops, printers, and other peripherals.

Desktop Support Confidential, January 2010-May2010
Confidential,IL

• Answered phone calls from internal corporate clients in a call center environment.
• Performed upgrade from Lotus Notes to Outlook 2003-2007.
• Installed and configured Microsoft Office Outlook 2003-2007 and MS Exchange 2003.
• Provided training for use of Outlook 2003-2007.
• Setup, configured and activated AT & T Blackberries via Blackberry Enterprise server for new accounts and upgrades.
• Provided technical support for Microsoft Office Outlook 2003-2007.
• Created daily reports for managers and IT team.
• Creating new profiles within Outlook 2003-2007.
• Provided remote support when users were traveling via telephone.

Field Technician Confidential, July 2009-May 2010
Confidential,IL

• Joined computer accounts on network domain.
• Created new user domain profiles.
• Migrated user's old profile data to new profile.
• Upgraded Microsoft office suite from 2003-2007 and performed monthly routine maintenance.
• Mapped and remapped network drives.
• Setup switches for network connectivity.
• Created new user accounts.
• Setup and installed printers and scanners.
• Added new pc on network domain.
• Backup data in preparation for Peer-to-Peer data migration.
• Performed data transfer between legacy system and new system via crossover cable.
• Changed default homepage in Internet Explorer 7.
• Updated Symantec and McAfee Anti-Virus software.
• Updated SAP Front End application.
• Installed server equipment on server rack.
• Setup network equipment via switch and firewall.
• Reimaged desktops using Norton Ghosting.

Client Services Analyst II Confidential, August 2008- July 2009
Confidential,Frazer, Pa

Promoted from Client Services Analyst I to Client Services Analyst II August 2008

• Face to face interaction and telephone support with the users daily.
• Replaced computer equipment when lease expires for current employees.
• Troubleshoot 2003-2007 Microsoft Office Products (Word, Excel, and PowerPoint).
• Setup, configured, and activated Sprint Blackberries via Blackberry Enterprise server for new accounts and upgrades.
• Provided blackberry training for new users.
• Rebuild user profiles.
• Reimaged laptops and desktops using WDS (Windows Deployment Services).
• Apply SMS tools to push software to users across the network.
• Troubleshoot HP local and network printers.
• Create new user accounts via Active Directory.
• Troubleshoot hardware and software issues within Windows XP and Vista.
• Troubleshoot issues within Internet Explorer versions 6 and 7.
• Setup laptops and desktops for new employees and interns.
• Joined computers to the network domain.
• Upgraded Microsoft office 2003 to 2007 including Access.
• Installed and troubleshoot Lotus Notes.
• Conducted remote support via SMS and VPN.

Client Services Analyst I (Help Desk) Confidential, July 2006- August 2008
Confidential,Frazer, Pa

• Answered phone calls from internal clients in a corporate environment.
• Troubleshoot 2003-2007 Microsoft Office Products.
• Utilized Active Directory utility to unlock accounts and reset passwords.
• Instrumental in the implementation of Archive Solution Project for email.
• Applied SMS tools to push software to users across the network.
• Logged helpdesk issues within the HEAT Ticket tracking software program.
• Troubleshoot and activated Sprint Blackberries.
• Installed printers (Local and Network), uninstall and reinstall software.
• Built and rebuilt profiles in Outlook.
• Replaced toner cartridges for printers.
• Experience Ghosting/Imaging PCs and Laptops using Norton Ghost and WDS.
• Setup training laptops for Microsoft Office training sessions.
• Setup laptops and desktop for new employees and interns.
• Provided blackberry training for current and new employees.

Clerical Receptionist OfficeTeam Sept. 2005 - July 2006
Confidential,Pa

• Produced correspondence documentation as well as assisting and directing clients over the telephone and in person.
• Maintained a coded and easy-retrieval filing system for various accounts.
• Processed payroll timesheets via internet

SYSTEMS PROFICIENCY

• Proficient use of Microsoft Office programs: Word, Excel, and Outlook
• Advanced capability with media connectors and network components.
• Configuration skills in client/server technologies with the usage of TCP/IP
• Advanced skills in installation, configuration and troubleshooting networking hardware, protocols and services personal computer compatible hardware including troubleshooting network and internet connectivity, dial-up, DSL, and cable.
• Enhanced knowledge of operating systems (Windows 2000, Windows XP, Windows Vista, and Windows 7).
• Utilized network design, networking operations and common problem solving techniques.

References available upon request.