Senior Support Technician Resume

Summary: Have gained a strong understanding of hardware, software, and network support utilizing my knowledge and skill with computer systems.

Software: Microsoft Windows NT, 2000, XP, 2003/2008 Server, Vista, Windows 7
Microsoft Office 97, 2000, 2003, XP, 2007, 2010
Microsoft Systems Management Server
Microsoft System Center Configuration Manager
Microsoft Active Directory
McAfee / Sophos Anti-virus and Firewall
McAfee Endpoint Encryption for PC
DOS
UNIX / Linux
FTP
HTML

Hardware: Desktop PCs Laptops
CPUs Hard Drives
PC / Laptop Memory Printers
DLP Projectors Hubs / Routers
Network switches Wireless Access Points

Experience:

Confidential, July 2010 - Present

Client Services End User Technical Support. Remote and onsite software / hardware support for users at the General Electric Advanced Manufacturing and Software Technology Center. Other duties include:

Provide fast on-site support for local and visiting GE executives
Use Cisco WebEx and other administrative tools to establish remote connection with user\'s machine and troubleshoot issues
Activate and maintain primary and secondary network ports in multiple building IDF rooms
Facilitate new employee on-boarding process by creating user accounts and imaging machines to appropriate business domain
Maintain Tandberg and Cisco TelePresence Audio/Video devices
Add and remove workstation accounts from GE business domains using Microsoft Active Directory

Confidential,2004 - July 2010

Senior Support Technician. Remote and onsite software / hardware support for users at all Ford Credit Branches and BusinessCenters. Other duties include:

Fast customer contact and issue resolution within company\'s Service Level Agreement timeframe
Use Microsoft Office Communicator and other administrative tools to establish connection with remote user\'s PC toresolve issues
Queue, install, and verify software requests via Microsoft System Center Configuration Manager
Perform data migrations for end-users upgrading to new computer equipment
Stage, deploy, and configure computer and meeting presentation equipment
Use Microsoft Active Directory tools to add / modify Ford domain workstation accounts

Education:

Coursework towards Associate of Science

CompletedTraining Courses:

newScale RequestCenter ticketing system
BMC Remedy Service Desk ticketing system
GIRS (Global Incident Reporting System)
ITIL / ServiceNow ticketing system
Microsoft Systems Management Server
FordMotorSafeHarbor Training
Ford Motor Data Safeguarding Training
Windows 2000 Ford Global Client
Windows XP Ford Global Client
Windows 7 Ford Global Client
Unix Configuration and Fundamentals
SafeGuard Easy full disk encryption
McAfee Endpoint Encryption / SafeBoot
MS Windows XP End User
MS Windows 7 End User
Introduction to IP Subnets
DELL / HP / Lenovo Certifications

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