Team Lead Resume Profile

objective

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

Technical Skills

Microsoft Office Suite Active Directory
Windows Server 2003 RSA Secure ID
Microsoft Exchange LAN WAN Support
Citrix Metaframe Safeboot Recovery
Nortel VPN Client Safeboot Security
Remedy Symantec Ghost
Sun 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 on escalated issues as well as training request
Responsible for managing LAN/WAN installation and arrangement for Network PCs performing connectivity, system setup, daily backup, network virus inoculation, hardware and software trouble shooting Etc
Troubleshooting and providing technical instruction on provided hardware and software
Performs remote and on-call support for immediate customer needs
RSA Administrator for Secure ID/VPN
Creation of documentation 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 in 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 installation issues for 300 users.
Provide technical instruction on provided hardware and software.
Document Fixes and FAQ's for Knowledge Management System
Created and reset accounts in Active Directory
Ability to interpret an 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 an inventory database to track computer equipment
Played a key role in 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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