Experience:

Confidential

Desktop Technician

Project Summary: Confidential is a health benefits company that has a 600 /- seat phone service site in Confidential. I was part of a team whose duties was to care for the everyday maintenance, troubleshooting, assistance to the onsite end users. In addition, the team was charged with carrying out the initial steps of a pilot program to image, configure, personalize, distribute computer equipment to Work at Home employees across the country.

Job Responsibilities:

• Imaging the Work at Home local desktops laptops w/the latest corporate image, Windows XP Pro or WIN 7 64b, using Symantec Ghost via Multicast Server over a LAN.
• Began the migration to Win 7 from XP for replacement computer as they were being replaced due to end of lease. Also migrated equipment to Win 7 when replacing hard drives and/or reimaging because of OS and encryption failures.
• Installing registering GaurdianEdge encryption application on all computer equipment prior to deployment.
• Diagnosing repair of hardware issues pertaining to Dell desktops laptops using Dell proprietary various manufacturers' diagnostic software.
• Installation, network configuration, maintenance, repair of HP monochrome and color laser, multifunction, personal Inkjet printers.
• Utilized supported Symantec Enterprise Antivirus.
• Employed SpyBot, MalwareBytes, and SysClean various other applications in detecting removing malware.
• Supported: Microsoft Office Professional Plus: 2007, Adobe Acrobat Reader 9/10 Pro, various proprietary web based applications.
• Supported Microsoft Outlook 2007 for end user email client.
• Performed local remote data backup restore of end users data during the reimage/ migration to Win 7.
• Supported end users remotely via Cisco WebEx and telephone.
• Supported VoIP system.
• Participated in weekly conference call in regards to the Work at Home project and other items concerning management's agenda.
• Assisting onsite end users w/routine hardware software issues.
• Support tickets were created monitored via Microsoft SharePoint. The technician assigned to a ticket was expected to keep accurate documentation of contact, appointments, issue remedy, or ticket transfer to different group for resolution.

Confidential

Deskside Support

Job Responsibilities:

• Imaging/migration of Dell desktops laptops with latest image from DOH, Windows XP Pro and Win 7, via Symantec Ghost.
• Migration to Win 7 for replacement equipment for computers going off lease or having OS replaced because of Hard Drive/OS/Encryption failure.
• Diagnosing hardware issues pertaining to Dell desktops laptops using Dell proprietary various manufacturers' diagnostic software. Most repairs were carried out by Dell technicians as per specific service contract obligations.
• Installation, repair maintenance of Xerox HP network monochrome and color laser, multifunction personal Inkjet printers.
• Assisting onsite end users w/routine hardware software issues.
• Supported IBM Lotus Notes 8 as end users email client. Performed data backup re-installation of application as needed.
• Support tickets were created monitored via Microsoft SharePoint. The technician assigned to a ticket was expected to keep accurate documentation of contact, appointments, issue remedy, or ticket transfer to different group for resolution.

Confidential

Tech Support Analyst

Project Summary: My initial project was to migrate 500 HP xw8200 Workstations from Windows 2000 to Windows XP. This was done using a series of external hard drives to backup the end users data and settings then update the image locally from the hard drive via Ghost.At the conclusion of this project I was integrated into the team that was responsible for the daily care, installation, maintenance upkeep of several thousand end users equipment on main site several satellite offices in the New York Capital region.

Job Responsibilities:

• Performed the imaging of Dell, HP IBM desktops, laptops workstations w/Windows XP 7 via Ghost direct imaging.
• Proficient in troubleshooting rectifying issues pertaining to Microsoft Windows 98/ME/200/XP/Vista/7/8.
• Began the migration of existing equipment to Win 7, 32b 64b, from XP for new employees, existing equipment, replacement equipment going off lease repaired Hard Drive/OS replacements.
• Tasked with installing the SafeBoot encryption application on all laptops before deployment. Also responsible for first level attempt of data recovery from damaged, encrypted hard drives.
• Responsible for using Active Directory to change passwords, unlock accounts, add/remove equipment from the network as needed.
• Providing manual driver updates, troubleshooting support from manufacturer for malfunctioning equipment after upgrades to Operating Systems.
• Performed installation, maintenance repair of HP monochrome and color laser, multifunction personal Inkjet printers.
• Active in the hands-on repair of hardware issues on equipment noted above.
• Ran the full range of diagnostics on equipment using Dell, HP, IBM proprietary diagnostic software in addition to hardware manufacturers' 3rd party diagnostic software.
• Performed equipment installation end user profile setups for new employees on Dell, HP, IBM desktops, laptops, workstations. Installed needed proprietary software as needed. Configured initial Outlook mail profile for end user.
• Supported Dell Wireless Client, Windows XP Wireless Client Juniper Networks Access Client wireless network applications on and off site. Also assisted setting up VPN clients for end users.
• Performed troubleshooting and repair and recreation of damaged Microsoft Outlook 2000/2003/2007/2010 profiles and PST files.
• Provided end user assistance with Microsoft Office Office Pro 2000/2003/2007/2010 issues. These included including Microsoft Word, Excel, Outlook, Access, PowerPoint, Publisher.
• Adept at installing, configuring, troubleshooting several versions of Symantec Enterprise SOPHOS Antivirus applications.
• Incorporated SpyBot, MalwareBytes, and SysClean, varicose other applications in detecting and removing malware.
• Became proficient using several applications for remote assistance: pcAnywhere, DameWare, Microsoft Remote Desktop, Microsoft Office Communicator, SameTime, Cisco WebEx instant messaging applications.
• Cases were generated via HP Service Desk ticketing software. The responding technician was responsible for contacting end user, scheduling appointments to address the issues, updating case, and giving full description of actions needed to resolve issue.
• Helped maintain the inventory tracking of the deployed/returned/surplus equipment. As the equipment was on a three year lease turnaround, there was continuous movement between the Schenectady site the equipment depot in Cincinnati.
• Maintained current Dell, HP, IBM certification on a yearly basis.
• Assisted onsite/off-site end users w/routine software hardware issues via Deskside, remote access, phone support.
• Contributed to the CompuCom Knowledge Base. This was an in house collection of successfully completed, unique solutions of cases that was for our use only.
• When a later migration project for the HP xw8600 Workstations stalled, I was made the liaison to the GE management team and was the Go To member of the Deskside team for all matters concerning the HP Workstation replacement project. This entailed all aspects, from the scheduling of pickup deployment, data backup/restore, imaging w/Win 7 first 32b, later 64b , loading proprietary software, manually configuring Microsoft Outlook mail client w/ replacing the off lease equipment having it removed. The project was subsequently handed off to various members of the Deskside team using the guidelines that were authored by me.

Confidential

Onsite Technician

Principal Responsibilities:

• Responsible for all data and settings transfers using Dell's version of File and Settings Transfer application. Service included transferring up to 10 GB gigabytes of data files from old PC to new PC, or backing-up up to 10 GB of data to a DVD or external hard drive.
• Installation of Wireless networks for customers, residential commercial.
• Installation sometimes meant the Network setup of Printers PC's
• Responsible for the installation of all new equipment in the Albany greater Capital District area, residential commercial locations. Installed designated software for client as needed and up to 3 peripheral devices. Would connect to existing/new Broadband, DSL, or Dial-up account. Begin configuration of Internet service, set-up of one email account, and the provision of a basic customer orientation.
• Repaired all models of Dell Desktops, Laptops, Printers w/warranty parts onsite, residential commercial locations.
• Technicians would pick up Dell warranty replacement parts new equipment at local DSL depot travel to designated customers repair damaged equipment. Technician would then return replaced parts to Dell.
• When initial issues were incorrectly diagnosed and the parts sent did not rectify the issue at hand, The Technician on location would be expected to defuse the problem. Many times this called for re-evaluating the issue at hand and ordering the correct parts by the Tech. Utilized Dell and third party proprietary diagnostic software to evaluate the equipment.
• Would be expected to make return Follow Up visits if the case warranted it.
• Responsible for all scheduling and appointments with clients.
• Worked unsupervised onsite for majority of the time.
• All cases were tracked with Dell via phone.

Confidential

Technician and Sales

Principal Responsibilities:

• Servicing repair of damaged/disabled PC's Laptops.
• Worked with customers to design build custom Desktops.
• Refurbished used computers for resale
• Data recovery virus removal.
• Sales