OBJECTIVE: Obtain a position in the Information Technology field where I can use my experience, knowledge, and skills to help provide secure, reliable, access to the network users.

SUMMARY OF QUALIFICATIONS

• Active Directory experience including but not limited to creating user accounts, modifying memberships and permissions.
• Troubleshoot LAN, wireless, VSAT, RFID, cellular and other networks.
• Server 2003, 2008 R2, and 2012 experience including creating and modifying print queues.
• Expert knowledge of Windows 7, 8 and XP operating systems.
• Skilled supporting Microsoft Office 2007, 2010 and 365.
• Very experienced performing data migrations and moving users from Windows XP to Windows 7.
• Have held vehicle certifications including boom lifts and fork lifts.
• Able to use various tools to assist in trouble shooting including multimeters, tone generators, and network analyzers.
• Proficient using remote connection software such as Bomgar, Logmein, Dameware, and Remote Desktop
• Effectively communicate with beginner, intermediate and advanced users.
• Experience creating, updating, and installing images using Norton Ghost, HIIS, and Altiris Deployment Solution.
• Familiar with data backup and disaster recovery practices including real time simulations.
• Expert in creating and maintaining training documentation on company IT practices.
• Outstanding customer service skills, with a customer first approach.
• Enrolled Manchester Community College in the Computer Science curriculum.

EXPERIENCE

Confidential

• Supported the Department of Insurance and Public Utilities Commission 150 end users
• Used active directory to assist in account management and managing domain computers.
• Upgraded computers from Windows XP to Windows 7 keeping management updated on my progress.
• Troubleshoot database, application, and network issues.
• Communicate outages and updates to entire agencies.
• Closed between 40-50 tickets per week.

Confidential

• On a large IT team supporting 40,000 users.
• Assist users in person, via phone, email, remote connection, and chat.
• Pull tickets from a queue depending on priority.
• Thoroughly document tickets in real time and follow up with user when necessary.
• Perform data migrations, when a laptop is replaced.
• Worked on projects moving users from Windows XP to Windows 7.
• Install various software in between break/fix tickets, and projects.
• Create, maintain and update how to documentation for team.

Confidential

• Sit in on IT project meetings. Performing and delegating tasks for the IT support team.
• Service 3 different locations providing desktop support.
• Great ability to keep in mind the scope of my job to ensure all tasks are completed according to their priority.
• Perform lead roles on many projects including periodic inventories, and expansions.
• Superior flexibility working desk side, remotely, and over the phone.
• Document new fixes and procedures to make tasks easier for techs who will have to perform these tasks in the future.

Confidential

• Run daily reports using Crystal Reports that capture current and resolve incidents, upcoming planned changes to the network, and trends over the last 7 and 45 days.
• Perform quality ticket review of helpdesk associates.
• Create, maintain, and update company documentation for company IT practices.
• Respond to users' requests for support via phone and email during an 8 hour shift.
• Monitor a helpdesk shared mailbox for incoming user requests and network notifications.
• Provide support for DIADS and blackberry devices.
• Assist users with LAN, wireless, and vpn connectivity issues.
• Notify the appropriate support teams and management of new network outages.
• Create training documentation for new helpdesk associates.
• Reset passwords for mainframe users and in active directory after appropriate verification.

Confidential

• Troubleshoot and help resolve system and application errors.
• Remote into user's computers with the use of Office Communicator, Net Meeting, Dameware, Remote Desktop, and Windows Remote Assistance.
• Install, configure, and repair over 100 software suites.
• Deploy software packages to workstations remotely.
• Take an average of 70 calls a day with a 80 first call resolution rate.
• Run daily, weekly, and monthly report to monitor trends in performance.
• Call in outages to the Network Operations Center.
• Communicate Outages to the rest of the Helpdesk team.

Confidential

• Configure, test, and implement a Helpdesk that services 100 users using Altiris Helpdesk solution.
• Create and manage Blackberry Enterprise Server accounts.
• Activate and troubleshoot Blackberry and other PDA devices.
• Use many of the solutions in Symantec Altiris desktop management suite to help image, manage, update, and service desktops in an environment.
• Helped manage projects, provide updates in weekly department meetings.
• Create and manage How to step by step documentation for current and new procedures.
• Coordinate onsite repairs with maintenance contractors.
• Conduct the IT portion of the new hire orientation given to all new employees.
• Order, track, and receive computer hardware, software, and accessories.

Confidential

• Worked on a help desk providing technical support to over 30,000 users in a 24/7, 365 environment.
• Supervised 30 to 40 analysts.
• Knowledgeable in creating, modifying, and deleting user accounts and permissions using Active Directory.
• Hosted video teleconferences with the use of multipoint conferencing units.
• Installed and updated baseline software on government computers according to policy.
• Created databases to document, track, and locate equipment.
• Sorted, filed, and maintained 200 user records with 100 accountability.
• Keep inventory of supplies using Microsoft Excel.