OBJECTIVE:

I am an aspiring technical professional in the Computer Help Desk Support and Network field, with admiration to acquire a challenging position with your Organization. Which will enable me to contribute my self-motivation, computer support, leadership, and positive professional demeanor with commitment to excellence. I am seeking the opportunity to bring 18 years of technical computer support skills/education to your Help Desk Support Team. This will be a bonus toward the achievement of your mission.

PROFESSIONAL STRENGTHS:

Help desk support technician, network conference engineer, telecommunications technician, CNA Certified Novell Administrator , network administrator, ISDN, T1 broadband lines, BRI/PRI AND T1 i-muxes, system hardware/software installation, systems configuration, troubleshooting, problem resolution, and Computer Operations.

Patent and Trademark Office

Confidential

As a Help desk Analyst I provide technical support to end users on and offsite. Remote to users with VMs Virtual Machines . I'm also an administrator for the Secure ID FOB for users that work outside of the USPTO office and give assistance to users logging in via SEAS-SSL. Reset passwords using Active directory. Remote to universal laptops and workstations using PC Anywhere or Secure Meeting to correct all issues such as connection and peripheral problems. I use Remedy ticket system, Windows XP and Windows 7 operating systems and make corrections in MS Office and other proprietary PTO software.

Clean and Sober Recovery

Confidential

Assist clients in gaining computer skills for the work environment and monitor clients to ensure they were following the rules of the program.

Confidential

Human Resource Specialist/ Disaster Assistance

• As a Human Resource Specialist I'm responsible for conducting telephone interviews to
• register applicants, analyze information according to established procedures to determine applicant needs, describe and clarify disaster program and eligibility requirements to applicants, determine the status of applicants for assistance by researching information,
• Identify and analyze unusual situations or request and resolve any issues or problems. Also the use of CA remote and Active directory

Confidential

Help Desk Analyst Tier1/2

Performed as a Help Desk Analyst, I respond to technical calls from users of a newly formed agency. Calls are recorded via the TRAK IT ticket software and routed to the appropriate technician for resolution. I am a member of the configuration and installation of all Desktop and laptop systems team. System problems are resolved in a timely manner. I am responsible for the installation and configuration of the CISCO IP VOICE Phone I also assist in analyzing workflow problems, resolving any problem with existing and newly installed software.

Confidential

HELP DESK ANALYST

Performed Help Desk support to 200 salespeople of system upgrade to Windows 2000 and Windows XP laptop computers. This project included migrating data from old to new laptops, establishing new dialup connections, upgrading printer and hardware driver software, system configuration as well as Lotus Notes e-mail application configuration and other issues depending on the system requirements.

Confidential

HELP DESK ANALYST Contract Position

Performed assistance to students in the connectivity of PC Desktop and Laptop computers to the university's network, the homework database and reset user passwords for access to several the universities' various databases.

Confidential

NETWORK CONFERENCE ENGINEER Layoff

Performed the responsibility of testing and the configuration of in-house and customer video conferencing equipment using ISDN, T1 broadband lines, BRI/PRI AND T1 i-muxes. I was also responsible for remote call placement, which consists of placing calls for national and international customers on a bridge for videoconferences and monitoring said calls for quality assurance.

Confidential

NETWORK APPLICATIONS TECHNICIAN Layoff

Performed the duties of a Network Administrator monitoring several NT and UNIX servers as well as MQ series message system. I launch several different applications and monitor the execution and status of those applications. Supported operations personnel with the AS400 system. I have also completed training with ADSL.

Confidential

HELP DESK ADMINISTRATOR Contract Position

• Performed support to 350 Novell environment for Windows users via telephone in support of
• MSOffice 95/98, MSOffice 97, and Group Wise applications. Supported GroupWise team during conversion to GroupWise 5.0 upgrade, instructed users on the creation of new folders in GroupWise 5.0 as well as dragging old/new files to new folders and joining news groups. Evaluate needs of users and initiate the appropriate support response. Install hardware and software applications and PALM pilot software to existing systems.

Confidential

HELP DESK ANALYST Contract Position

• Performed customer support services for colleges and Universities using a proprietary software to access a submission or requests form for financial grants using an
• Electronic web-enabled application. Assistance included configuring users' browsers Netscape, MS Internet Explorer , troubleshooting connectivity problems as well as URL addressees. Installed and configured MSOutlook and MSOffice 97 software as well as trained users on application use such as: creating new folders and documents, sending and receiving e-mail messages, etc.