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Team Lead Resume Profile

objective

Desktop Engineering/Technical Support positio i a organizatio that will benefit from my initiative, capabilities, and technical contributions. I am especially interested i a positio with the potential for advancement and increased decision-making.

Technical Skills

  • Microsoft Office Suite Active Directory
  • Windows Server 2003 RSA Secure ID
  • Microsoft Exchange LA WA Support
  • Citrix Metaframe Safeboot Recovery
  • Nortel VP Client Safeboot Security
  • Remedy Symantec Ghost
  • Su MicroSystems Virtual Box Oracle 10G Client
  • CA Unicenter Lotus Sametime
  • Blackberry Support SAS Enterprise Guide

Professional Experience

Confidential

Team Lead/Tier II Support

  • Lead advisor for the Helpdesk o escalated issues as well as training request
  • Responsible for managing LAN/WA installatio and arrangement for Network PCs performing connectivity, system setup, daily backup, network virus inoculation, hardware and software trouble shooting Etc
  • Troubleshooting and providing technical instructio o provided hardware and software
  • Performs remote and on-call support for immediate customer needs
  • RSA Administrator for Secure ID/VPN
  • Creatio of documentatio for procedures with Technical Operations Support.
  • Ability to assume small projects above and beyond technical phone support.
  • Extensive knowledge working with desktops, network devices, printers, scanners and servers.
  • Maintaining technical knowledge to keep up with rapid changes i technology.
  • Take over daily duties of Help Desk Manager during absence

Confidential

Technical Support Specialist I

  • Provided first-level telephone support for hardware and software installatio issues for 300 users.
  • Provide technical instructio o provided hardware and software.
  • Document Fixes and FAQ's for Knowledge Management System
  • Created and reset accounts i Active Directory
  • Ability to interpret a extensive variety of technical instructions and deal with several abstract and concrete variables

Confidential

IT Helpdesk Technician

  • Setup faculty PC's for usage and monitor computer failure
  • Troubleshoot and resolve hardware and software issues for users of all level phone/and desk side support .
  • Helped establish a inventory database to track computer equipment
  • Played a key role i ensuring a proficient workforce and significantly reducing system downtime.
  • Troubleshoot and configure hardware and software
  • Set daily appointments with students to provide them with internet and virus protection
  • Imaged laptops and desktops for employees

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