PROFILE: I have 20 years of experience for both using/troubleshooting computer systems and help desk/customer service. I am a responsible, reliable, hard-working, and an honest employee with over 15 years of supervisory and 25 years of training skills who possesses the ability to work without direct supervision. I am also a company orientated, self-motivated, and organized person who thrives in a dynamic environment and has the ability to adapt to many changing situations.

SPECIAL SKILLS:

• Maintaining and Troubleshooting - Networks, Servers, PC's, Laptops, Printers, Wireless WAN cards, Copiers, Hardware and Software, Blackberry/Phones, Registers, Pin Pads and I also have experience with Active Directory and Print Servers
• Operating Systems- DOS, Windows 3.1/ 95 / 98 /NT 4.0/ 2000 / XP/ Vista and Windows 7
• Software's - Office Excel, Access, Outlook, Word 95/ 97/2000/XP/2003/2007, Internet Explorer 6 and 7, Word Perfect, Adobe PageMaker, Corel, Photoshop, Acrobat, Visual Basic, SQL, Pegasus Mail, Norton Antivirus/ Sophos, Forefront, SAS, Cold Fusion, Macromedia Products, Costpoint, Adobe Illustrator, Indesign ,VPN and Remote Connections, Support Em, NetMeeting, Ticket Management Software including Track-It, HP Service Center and Footprints
• POS Software's Retalix Storeline, Opos Symbol and EPS
• Scanners - OpScan 21, Image Scanner I5000, Hand Scanners
• Imaging Software's Acronis, Ghost
• Data Entry - Inventory - Ordering/Purchasing - Training - Supervisory

EMPLOYMENT HISTORY:

Confidential

POS Production Support Specialist

• Responsibilities: Assist in the conversion and troubleshooting of registers, workstations and servers
• from Windows 2000 and Linux to Windows XP, Troubleshoot hardware issues, including Hand
• Scanners, Printers, Pin pads and other peripheral devices, Software issues including XP, Storeline,
• Opos Symbol and EPS. Resolved these issues by means of phone, email and various remote connections. Including Remote Desktop, PCAnywhere and LanDesk. Maintain incident ticketing queues and create scripts for new resolutions.

Confidential

Information Services L1 User Support Center/Help Desk Agent

Responsibilities : Act as a single point of contact and resolve issues via the telephone, email or web for 45,000 end users by means of HP Service Center, NetMeeting and Remote Desktop, Document customer requests in call tracking system, Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations. Interact with customers and co-workers to diagnose and resolve problems, Troubleshoot, analyze, resolve, track, escalate and accurately document various technical issues, Support features, functionality, and usage of both in-house and third party software applications, Troubleshoot basic software and hardware problems, Provide Level 1 technical support to end users, Provide input and update to the technical knowledgebase as necessary, Follow documented procedures and solution scripts, Report problems with procedures and scripts and makes suggestions for improvements

Confidential

Information Services L2 Desktop Vista DOD Support Technician

Responsibilities: Provide Level 2 Desktop/Helpdesk Support for end users upgrading from Windows 2000/XP to Vista. Resolve issues before and after deployment by means of phone, email and various remote connections. Including Support 'Em, NetMeeting and Remote Desktop. Maintain incident ticketing queues and create scripts for new resolutions.

Confidential

Information Services Computer Technician

Responsibilities: Set up, Maintained and Troubleshoot Computer Systems of the end users for

• Hardware/Software issues, Supply Support for Software Applications including Windows
• 2000/XP/Vista/Office XP/2003, Solarian, Syngo, OAS Gold, Footprints. Moved users pc's,
• printers, phones and scanners. Maintained and Troubleshoot Printers and Fax machines.

Confidential

Computer Services Dept. Hardware / Software Specialist

Responsibilities: Set up, Maintained and Troubleshoot Network Connections and Computer Systems

• for on and off site end users, Supply Support for Software Applications including Windows
• 2000/XP/Vista/Office 2003 and 2007/Antivirus, also Supported Network and Local Printers, Fax
• servers, as well as Internet IE6 and IE7 Remote and VPN Connections. Research updates/fixes
• for new and existing products, set up images and sites, provide archive and backup support,
• maintain company inventory of equipment, order/return hardware/supplies for computers/printers,
• provide training and oversee new hires, attend meetings and advise on technical support issues,
• generate reports. Provide Support for up to 1400 on and off-site users.

Confidential

Scanning Dept. - Scanning Services Assistant

Responsibilities: Maintain scanners, guillotine, scan documents, maintain logs and storage of

secure documents, create and check scanning programs, and QC data for accuracy, backup data

files.

Confidential

Distribution Dept. - Shipper / Receiver

Responsibilities: Maintain files, create lists and labels, receive all incoming shipments, oversee,

• package and ship all out-going shipments, trace packages, organize and maintain warehouse,
• inventory and order supplies for Distribution Department, generate reports for Finance Dept.