Support Technician Resume Profile

SUMMARY

5 years professional IT end-user support experience focused on quickly identifying effective solutions in a customer oriented manner.

Experience includes:

Safeguard Properties 1000 end-user base, local
RSM McGladrey Inc. 8000 end user base, national
Strong Windows O/S background Some Mac exposure
Training on iOS mobile platform iPhone, iPad
Eager to apply experience to providing best possible support for end-users.
Bringing organization, motivation and desire to learn new skills and improve existing skills

TECHNICAL SKILLS

Operating Systems

Windows 9x, NT, XP, 2000, 2003, 2008, VISTA, 7

Windows Deployment Services Reimaging Purposes

Windows Server 2003 Server 2008

Mac OSX Lion 10.7.5

Mac OSX Mountain Lion 10.8.2

Software

Microsoft Office 2003, 2007, 2010

Mac: iWorks Pages, Numbers, Keynote

Training

iOS mobile platform iPhone, iPad Setting up such devices for network environment use

ie: Exchange Email and applying updates to the devices

PROFESSIONAL EXPERIENCE

Confidential

Field Technical Specialist

Field Technical Specialist supporting issues with airline ticket processing machines, assisting ticketing agents with PC behind the ticket counter.
Responsible for executing hardware and software installations and repairs including
PC's,printers and other peripherals keyboards, mice, and monitors .
Assisted IT team in Newark, NJ with hardware monitoring in Cleveland for new software pushes, and maintaining asset tracking for Continental Airlines hardware in the Cleveland airport.
Passed FBI / City of Cleveland background check.

Confidential

Senior Help Desk / Desktop Analyst

Environment: Win XP, 7 Mac MS Office 2007, 2010
Supported 1,000 end-users employees, contractors and vendors spanning 2 shifts and
weekends. Provided off-hours and weekend support when not required in order to provide
best end-user experience.
Initially was sole resource for Help Desk and Desktop needs.
Completed over two-thirds of all help desk tickets generated for the desktop support team average 750 tickets per month .
Responsible for executing hardware and software installations and repairs including
providing support for many in-house developed applications.
Development and execution of laptop, desktop and thin client imaging process. Utilize
Windows Deployment Services and Ghost multicast services.
Used FrontRange ITSM. Trouble Ticket System
Deployed / maintained Windows XP, Windows 7, WYSE, Neo-ware and HP thin clients.
Add, removed and modify Active Directory user and computer objects based on new hire and separation requirements including Microsoft Exchange mailbox creation/ deletion.
Install and configure VPN software used by remote end-users.
Responsible for training and mentoring junior desktop support analysts.
Responsible for the creation and maintenance of documentation used by help desk and desktop support teams.
Responsible for ensuring multifunction devices printers, scanners and faxes are operational which includes paper, toner and placing service calls to vendors as needed.
Weekly printer output is estimated at 100 cases of paper per week.
Served as desktop lead on 650 workstation move to new location with no downtime for end-users.
Implemented an asset management application to track all hardware.

Confidential

Hardware Software Support Technician

Sole resource providing onsite desktop support services to 150 end users.
Responsible for new installation or replacement of new hardware and software.
Supported Windows XP, Office 2003, McAfee, and internet connectivity.

Confidential

Level 1 Technical Phone Support

Environment: Win XP MS Office 2003, 2007
Served as first level of PC support for 8,000 end-users.
Selected as 1st point of technical contact for new hire on-boarding.
Received phone calls into the company call-center and provided support on e-mail,
Intranet website.
Logged incidents into a help desk ticketing system and route incident to the appropriate technical group.
Responsible for hardware replacement and installations.
Setup and maintain VPN access / remote access activation.
AD account creation and deactivation, apply group polices

Confidential

Owner/Operator

IT support for residential customers and GM dealerships.

24 x 7 service commitment.

We provide IT Staff Augmentation Services!

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