SUMMARY

• Over 15 years of Technical Support and Customer Service experience.
• Excellent Analytical Skills: Window maintenance, repair, installation, configuration, Microsoft troubleshooting, documenting processes, procedures, meet deadlines and resolution.
• Experience working in the following industries: Government Agency, Hospital HealthCare, Banking, Telecommunication and Pharmaceutical.
• Exceptional Customer Service and Communication Skills.
• Helpdesk, Desktop Support, Deployment Technician for various Corporations

TECHNICAL SKILLS

• Software: Anti-Malware Ad-Aware SE Pro, AVG, McAfee Endpoint Encryption, Norton, Spybot, Trend Micro Email Lotus Notes, Microsoft Exchange, Outlook 2003/2007/2010 Imaging Altiris, CA IT Client Manager, COTS, Ghost, McAfee, SMS Remote NetMeeting, Remote Desktop, Procomm, Telnet, VPN Appliations: Active Directory, AS 4000, Banner, AnnoDoc, Citrix, Epic, GXPharma, Microsoft Office Suite 2003/2007/2010, Oracle, Remedy, RAS, SAP, SecureCRT, SQL Server, TCP/IP, WiFi
• Hardware: Desktop/Laptops: Compaq, Dell, Fujitsu, Gateway, HP, IBM, Lenovo, Toshiba
• Modems: 2Wire, Alcatel, SpeedStream, Westell, WireSpeed,
• Routers: 2Wire, Linksys, Cisco, Efficient SpeedStream, Netopia
• Generic: Video Adapter, NIC, Sound Card
• OS System: Windows Server: NT, 2000, 2003
• Workstation: Microsoft Windows Novell, NT, 2000, 2003, Vista, XP, Windows 7

PRINTER TECHNICIAN Confidential

Equipment delivery: Confirm equipment delivery is accurate resolve issues with defective devices delivered. Equipment Placement: Confirm placement of equipment is accurate according to the designated Future State Design floor maps. Equipment Installation: Assure new/move/unchanged installed devices are properly configured according to the client requirements. Assure all functionality has been tested. Equipment Moves: Responsible for onsite coordination of Xerox and 3rd party moved equipment as designed on the Future Sate Design floor maps and Asset Disposition Report.: Asset Tagging: Responsible for assuring that all Xerox device new/moves/unchanged in the facility get asset tagged.Asset Data Collection: Assure that we receive all asset data for new/moved/unchanged/remove equipment that are in the client facility.

DESKTOP SUPPORT TECHNICIAN Confidential

• Assist BCBS users with end user technical issues regarding network, desktop, laptop, server, printer, break-fix, diagnosing hardware problems, troubleshoot, repairing, support activities.
• Refreshed/imaged new or existing Dell/Fujitsu, Desktops/Laptops systems for deployment via CA IT Client Manager. Logged tickets via Triole Service Desk.
• Backing up and restoring end user profile, data and LAN/WAN Printer settings.
• Responsible for configuring network, wireless connectivity, malware tracking and cleanup.
• Log and disposition of legacy computer/retiring asset.
• Received numerous Kudos from satisfied customers praising my professionalism, attentiveness and willingness to go beyond standard procedures to get the issue resolved.

Technology used: Windows 7, Office Suite 2007, Avaya CMS Supervisor, One-X Communicator , Business Objects, Cisco Any Connect Mobility Client, Crystal Reports, Extra, File Net, IBM I Series, Macess, McAfee Endpoint Encryption, Microsoft OneNote 2007, Mobius, Prime Therapeutics, PowerMHS, Screen Capture, Siebel etc.

DESKTOP SUPPORT TECHNICIAN Confidential

• Refreshed/imaged new or existing Lenovo Desktops, Laptops Systems, using Symantec Ghost and System Center Configuration Manager SCCM and deployed equipment.
• Break-fix, troubleshoot, repairing and resolving, end user technical issues regarding network, desktop, laptop, Server, printer support activities
• Backing up and restoring end user profile, data and LAN/WAN Printer settings.
• Added Domain Users and Workstations, laptops to Active Directory Domain.
• Setup up Wks, Laptops via TCP/IP, DHCP in a Windows 2008 Server, 2007 Desktop environment.
• Configured 802.1x for wireless network connections using EAP on Ethernet.
• Toned and traced wires from wall jacks, to Cisco Catalyst switches and routers.
• Log and disposition of legacy computer/retiring asset.

Technology used: Windows 2007, Microsoft Office Suite 2010, Oracle, Citrix, McAfee Endpoint Encryption and Proprietary Department Software.

DEPLOYMENT DESKTOP SUPPORT TECHNICIAN Confidential

• Provided Tier 2 Desktop Support for the following locations: Moses Cone Hospital, The Women Hospital of Greensboro NC, Wesley Long Community Hospital, High Point Medical Center.
• Troubleshoot, break-fix, repair, reimage of desktops Lenovo and laptops Lenovo, Dell Precision using Altiris Imaging Tool with McAfee Endpoint Encryption.
• Deployed, setup, configured wired/wireless the following devices: Lenovo Desktops, Lenovo/Dell Laptops, Powered and Non Powered Carts, Viewsonic Monitors, Printers HP, Star and Zebra Label Printers , Page Scanners, eSgnature Pads, Business Community Access Devices BCA , Rubbermaid tandem Arm Mounts, Enovate e500 Wall Units, Ergotron, flush, articulating and steel mounts for 42 monitors, PC Wall Mount Clamshells, Wired and Wireless Barcode Scanners and APC UPS Systems for Business Community Access Devices BCA .
• Installed and configured the following software: Windows 7, Office Suite 2010, Outlook 2010, Epic, Citrix, Glucose Stabilizer.
• Added Domain Users to Active Directory Domain. Backup end-user personal data
• Setup up Wks via TCP/IP, DHCP in a Windows 2003 Server, Windows 7 Desktop environment. Resolved any network connectivity issues prior to leaving deployment location.

DEPLOYMENT DESKTOP SUPPORT TECHNICIAN Confidential

Refreshed/imaged new and existing systems, Wyse Terminals using Symantec Ghost and repairs of customer data in order to meet specified program requirements. Log and disposition of legacy computer/retiring asset.

DESKTOP SUPPORT TECHNICIAN Confidential

• Providing Tier 2 Desktop Support for all NC ESC offices in a DOT Environment.
• Troubleshoot, Break-fix, Reimage of desktops, Laptops, COTS Applications using Symantec Ghost.
• McAfee Endpoint Encryption installation, repair, and troubleshooting
• Novell, Windows XP, Thunderbird email , Extra for Mainframe etc.
• Packaging and shipping of equipment to remote locations
• Magic Service Desk Enterprise ticketing software

DEPLOYMENT DESKTOP SUPPORT TECHNICIAN Confidential

• Refreshed/imaged new and existing systems using System Center Configuration Manager SCCM . Performed data conversions, backups and repairs of customer data in order to meet specified program requirements.
• Technology used: SAP, Oracle, Citrix, Microsoft SQL Server, VPN, IPass, Wifi, Java, Updates, MS Office Suite 2007, Outlook, Norton Antivirus and Hanesbrand Proprietary Software.

HELPDESK SUPPORT TECHNICIAN Confidential

• Worked with customer to obtain permissions to upload extraction utility
• Upgraded Misys PM/Tiger application software on AIX and Windows Servers, using Telnet Protocol and Procomm Terminal Emulation Software .
• Documented and recorded case in AllScripts internal tracking software.

DEPLOYMENT DESKTOP SUPPORT TECHNICIAN Confidential

• Refreshed/imaged new and existing systems. Performed data conversions, backups and repairs of customer data in order to meet specified program requirements.
• Technology used: Adobe Reader, Citrix, MS Office Suite 2007, Norton Antivirus etc.
• Added Domain Users and Workstations to Active Directory Domain.
• Setup up Wks via TCP/IP, DHCP in a Windows 2003 Server, XP Desktop environment. Resolved any network connectivity issues prior to leaving deployment location.

DEPLOYMENT DESKTOP SUPPORT TECHNICIAN Confidential

• Deploy and migrate end-user HP desktops/laptops from Windows 2000 to Windows XP using Novell Client, GroupWise email in a Clean Room Laboratory PC environment.
• Backup end-user personal data and Ghost image to the server to mitigate the risks of data loss prior to performing any configuration changes on workstation.
• Restore end-user data perform data conversions, and LAN/WAN Printer settings.
• Resolve any end-user problems break-fix related to Hardware, Software OS/Applications issues prior to deployment of workstation.
• Log and disposition of legacy computer/retiring asset prepare legacy equipment for shipment. Technology used: Adobe Reader/Acrobat, AnnoDoc, GXPharma, Citrix, Norton Antivirus, MS Office Suite, Novell Client, GroupWise Oracle v9 etc.

DESKTOP SUPPORT TECHNICIAN Confidential

• Hired as a Field Technician to work with CareFusion/Cardinal Health
• Upgraded proprietary medical instrument software for the following locations: Confidential,

Confidential

• Setup and configured basic LANS, with multiple laptops connected to HUBS.
• Technology used: Windows XP, Microsoft Office Suite and Proprietary Software.
• Student - CompTIA Network and CCNA Program

DESKTOP SUPPORT TECHNICIAN Confidential

• Provided technical support, break-fix and solid troubleshooting via phone, email, desktop and remote to multiple locations. Refreshed/imaged new or existing systems via Norton Ghost.
• Performed data conversions, backups and repairs of customer data.

Technology used: Microsoft Office Suite, Oracle, Adobe Reader/Acrobat, Spybot, McAfee, Norton, Trend Micro Antivirus and McAfee Endpoint Encryption etc. Added Domain Users and Workstations to Active Directory Domain.

Setup up Wks via TCP/IP, DHCP in a Windows 2003 Server, XP Desktop environment.

DESKTOP SUPPORT TECHNICIAN Confidential

• Resolved LAN/WAN connectivity issues, diagnosing hardware, software break-fix problems.
• Provided support for Blackboard and backup and recovery of user data.
• Setup logins, quota issues, rules for email Outlook, Outlook Express, Lotus Notes .
• Refreshed/imaged new or existing systems via Norton Ghost 8 software

Technology used: Windows XP, Vista, Microsoft Office Suite 2003, Oracle, Adobe Reader/Acrobat, Adware, Spybot, Norton and Trend Micro Antivirus etc.

• Added Domain Users and Workstations, laptops to Active Directory Domain.
• Setup up Wks via TCP/IP, DHCP in a Windows 2003 Server, XP Desktop environment.
• Configuring laptop computers to access wireless networks.

CUSTOMER SERVICE Confidential

• Supported Media Customer Service group for Bank of America.
• Organized, log and disposition of all inventory data tapes for customer service.

DEPLOYMENT DESKTOP SUPPORT TECHNICIAN Confidential

• Refreshed/imaged new systems with Norton Ghost 8 software.
• Performed data conversions, backups and repairs of customer data.

Technology used: Windows XP, Microsoft Office Suite, Computrace, Trend, CareCast, NotesLink, Logician aka Centricity , Extra, SMS.

• Added Domain Users and Workstations to Active Directory Domain.
• Setup up Wks via TCP/IP, DHCP in a Windows 2003 Server, XP Desktop environment.
• Deploy HP Terminal Thin Clients in Patients Rooms that run on Windows XPE.
• Configured 802.1x for wireless network connections using EAP on Ethernet.
• Toned and traced wires from wall jacks, to Cisco Catalyst switches and routers.

HELP DESK ANALYSTS SUPPORT Confidential

• Provided technical support for more than 1000 users and Local IS.
• Resolved a wide range of troubleshooting, diagnosing hardware and software problems for applications, LAN/WAN logon/connectivity, XP, Active Directory, Exchange, Outlook, Antivirus, Printing, remote systems NetMeeting, RDP , Profile and Registry issues.
• Resolved problem tickets using Remedy created and escalated from Tier 1 thru Tier 3.
• Led and assisted team members meeting critical.

Confidential

• Contractor - HelpDesk/Desktop Support Analysts Confidential.