• As you will see from my resume I have extensive experience in a service center/help desk support environment. I have over 15 years experience with Windows 7 8,Vista Windows XP, 2000, NT and all Legacy windows operating systems at a university, legal firms, investment banking firms, non-profit organizations and IT firms. I am expert in supporting the entire MS Office Suite. Imaging and ghosting using Windows PE and Norton Ghost utility. My work experience includes strong hands-on technical skills with Dell, HP/Compaq, IBM Thinkpad/Lenovo, Apple Macintosh, and various other Intel-based PC workstations and laptops. I have provided support for organizations of 500-1000 users, and managed many large-scale projects including rollouts and upgrades, coordinating with technicians and software application developers to successfully meet aggressive deadlines.
• If you require a professional and personable person with a whatever it takes to get the job done work ethic and my experience provides a good match for your position, I would be interested in speaking with you to discuss how my strengths and experience can contribute to your organization.
• Thank you in advance for your consideration. I would be grateful for the opportunity to discuss positions meeting both our requirements.

qualifications summary:

• I am a seasoned IT professional with over 15 years of high level experience troubleshooting a wide range of problems LAN, WAN, web, hardware, end user software, etc. using Microsoft Windows 7 8, XP, 2000/2003, Apple Macintosh, extensive knowledge of Microsoft Office including Outlook and Internet protocols TCP/IP, SMTP, HTTP, etc.
• Operating Systems: Windows 7 8, Vista, XP, Windows 2000, NT4 98 95, Windows Server 2000, Active Directory, WINS/DNS/DHCP/TCPIP, Macintosh, DOS
• Customer Tracking Softwre: HP Service Manager, Remedy, HEAT, Touch Paper, Track-It/TeamTrak
• Hardware: Repairing, maintaining, imaging and upgrading - Dell, HP, Toshiba, IBM, Gateway and other Intel based PC workstations. Rack mounted Dell PowerEdge, IBM, and Compaq Proliant servers. Apple Macintosh - MacBook Air, MacBook Pro, iMac's, Mac Pro. Printers: HP, Apple, Cannon Xerox,
• Software Windows - Microsoft Office 2013, 2010, 2007, 2003, Symantec Antivirus
• Packages: Citrix ICA, Veritas Backup Exec Software, PcAnywhere, Remedy, Track-It , Sybase Power Builder, MRI, Chameleon, Veritas Backup Exec.
• Apple Macintosh - Microsoft Office Suite, QuarkXPress, PageMaker, Adobe Photoshop, Illustrator, Lotus cc:Mail, , Mac Tools, Norton Utilities

Employment History:

Confidential

• Diagnose, troubleshoot, and repair computing related issues and questions face-to-face, and by telephone contact or remotely using Go To Assist and Remote Desktop for both the faculty and staff of GU campus, MedStar Georgetown University Hospital in Tier 1 2 support capacity.
• Support all Microsoft Office productivity applications and university administrative applications and provide one-on-one training for users if needed.
• Configure and maintain automated back-ups of computing systems
• Provide guidance for faculty and staff on their computing purchases install and configure all new computer systems Macintosh and PCs , printers, scanners, iPhone, iPad, laptops, and other computing related devices.
• Set up VPN, remote desktop and maintain pathways from home to office computers for faculty and staff that need to work from home or while traveling
• Large and small scaled PC deployments, including application loading, user data migration, new PC deployments, imaging workstations.
• Manage, teach and train summer interns from IT Computer Wiz Kids afterschool programs now employed by Georgetown U.
• Answered inbound calls with excellent communication, interpersonal and client service skills. Excellent friendly customer service. Entered caller/customer personal data in the course of customer application process incident resolution Document incident information and activities/actions into ticketing system HP Service Manager .

Confidential

• IT Computer Wiz Kids is a mobile, youth focused organization that trains, educates and mentors youth and adults from all backgrounds and walks of life including developmentally challenged, disadvantaged, at risk, low-income and individuals with special needs.
• We train, empower teach and build confidence in youth and adults to pursue professions in computer technology in a fun, exciting learning environment. We accomplish this by partnering and building relationships with likeminded non-profit organizations, schools and recreation centers throughout the area. This gives youth confidence in computer technology by encouraging job and career preparation. The program is centered around disassembling a PC, identifying each component, understanding how it works, and putting them back together. Students are trained and tested for introduction to A certification. Students will learn techniques to troubleshoot PCs speed up computers, back up data, and protect and remove spyware and avoid fatal viruses. Each student will be challenged at their appropriate level in a fun learning experience. We work with organizations to hire students for summer and part time employment.

Confidential

• Troubleshooting technical issues over the phone via remote control and in person via desk side support resolving customer problems relating to hardware, software, email, printing.
• Preparing outdated equipment which includes wiping the hard drives and removing serial numbers from inventory database.
• Diagnosing and resolving hardware problems, including PCs, local and network printers, and scanners.
• Upgrading and re-imaging desktop PCs and laptops using Norton Ghost.
• Setting up, configuring, and troubleshooting end-user Outlook e-mail accounts.
• Answering Help Desk calls during regular business hours, inputting call information into HEAT call tracking system, documenting incidents and problem resolutions

Confidential

• Provide help desk telephone support for approx 475 users. Utilizing PCAnyware and MS Remote Desktop Access.
• Collect and enter pertinent call data from the user into the TouchPaper helpdesk tracking system and the Lotus Notes Incident Tracking Database.
• Provide support and training for legal enterprise-wide applications, e.g., MS Office XP, Outlook Exchange, Lotus Notes, Interwoven Desksite, Enhanced Time Entry ETE , and TraxOpen.
• Participate in Firm-wide software testing and roll-outs using Marimba Channel Manager application distribution software programs
• Set-up and maintain new and replacement desktops and laptops, and maintains inventory records
• Resolve hardware related issues of the desktops and other peripherals
• Provide RAS support of Firm issued tokens and soft tokens and services, i.e. VPN/extranet, secure ID tokens, Install, troubleshoot and support Blackberries, cell phones, and wireless devices laptops, routers and switches.
• Provide Audio/Visual A/V support for video and web conferences.
• Create, modify and troubleshoot user network logon accounts.
• Provide Assistance with the maintenance of network servers and components.
• Perform and maintain data backups and restores using Veritas Backup Exec

Confidential

• My responsibilities were to record, track, escalate, and update calls through ticketing systems Track-It and TeamTrak problem tracking system, supporting FRB's trading floor, Research department, Banking Division and all remote offices.
• Specialized in MS Office 2000/2003 applications, Outlook 2000, Blackberry and Custom-developed applications. Trained, troubleshooted, and explaining all software issues.
• Responsibilities included Tier I and II user resolution and resolve 60 of all calls on first contact. 50 of fixes using PC Anywhere.
• Configured, test and deployed workstations laptops/docking stations. Configured workstations necessary to operate on the network, including the installation of operating systems and application software. Assisted in patch management process of MS Windows updates and security updates by testing and deploying company wide to all PC's on the network. Provided hardware and software support for PC's and Laptops ghost imaging of desktop for swaps and new installs using Norton Ghost.
• Provide one-on-one training for users if needed. Develop procedures, develop FAQ's, manage and participated in projects, including deployment and installing of summer interns.
• Performed inventory and tracking of all equipment and user moves hardware and software .

Confidential

Administrator

• Cassidy Pinkard is a investment provider of commercial real estate services. Duties are performed for C P.
• Provided end-user tier-1 and 2 support for our Local Area Network Windows 2000 . Providing end-to-end technical support for 125 users on IT problems related issues including: hardware, software, network, connectivity and security.
• A portion of my LAN, WAN responsibilities included monitoring Ethernet switches, routers, ISA servers, Cisco routers, hubs, firewall and proxy software.
• Responsible for all recurring network administration tasks i.e login, password, admin group's active director changes, backups, network monitoring, virus scan upgrades, patches, etc.
• Maintained and upgraded IBM, Dell Compaq laptops, servers and other PC hardware Dell, Compaq, Systemax-Venture and Gateway , printers, faxes, copiers, wireless and AT T/AVAYA systems managing our Audix phone system which is implemented throughout the organization.
• Installed various software programs which included Microsoft Exchange/Outlook, Microsoft Office products, Citrix and Accounting software MRI, ADP, Y-Check, and Yardi applications.
• Provided support in the area of multimedia, operating and maintaining various audio and video components, which include projectors and teleconference systems in our conference centers.

Confidential

• Duties were performed for DS3 which is an offsite, on line, data backup and restore company. The company provides a service called Datavaulting, it is an alternative to traditional backup methods that replaces conventional tape based systems with a fully automated online solution. It provides centralized and automated backups of PCs, file servers and application/database servers with secure offsite storage and immediate online restoration.
• Provided customer support and maintenance of Datavaults interacted with clients on the status of their backups, problems, troubleshooting, and customer care calls. Upgraded client systems from Win98 and NT servers to Microsoft 2000, XP and 2000 Servers.
• Managed and monitored customer site hardware resources, network resources and, when necessary, monitored DS3 Datavaulting service process using modems and or T1/VPN connections.
• Monitored and switched tapes using Vertas Backup Exec for tape backup and restores. Maintained at AT T Datacenter by installing and configuring rackmounted Dell, IBM, and Compaq servers. Upgraded sever firmware, windows updates, software and hardware.

Confidential

• Provided technical support, troubleshooting hardware and software problems, on stand-alone and TCP/IP networks. Specialized in Microsoft Office suite.
• Performed administrative tasks on Microsoft NT and Novell Netware file servers, post offices, and workstations. Installed, configured and administered Windows XP/2000/NT/98/95 and Macintosh desktops, some knowledge of UNIX environments.
• Interfaced with users on problem solving, training, and assessed their needs. Acted as a liaison with management to resolve workstation hardware problems.
• Worked with developers and programmers to resolve issues in software applications, vendor database and server problems.
• Provided tier-1 and 2 support for production services by answering technical questions, performing problem analysis, recommending resolutions, and implementing fixes in a timely manner.
• Developed utilities and procedures for large-scale systems administration initiatives.
• Implementation of TCP/IP, IPX/SPX and AppleTalk protocols. Installation on Windows XP, NT, 2000, DOS and Apple OS desktops, using various in-house and vendor software including Ghost imaging, MS Winstall and LECS a Lehman Brothers in-house software-packaging agent.
• Assisted other groups within the company in domain infrastructure and design of networks, and account generation, building of servers rollout and blast, IP configuration, and installation of Intel-based PC workstations and laptops.

Confidential

• Assisted three VP's in support of the President and CEO of Lehman Brothers preparing and producing presentations, multimedia, slides and spreadsheets, utilizing PowerPoint, Aldus Persuasion, Macromind and QuarkXPress.
• Incorporated graphs, charts, drawings using Microsoft Office Suite, in a time sensitive environment. Provided technical support for secretaries on AppleTalk and Ethernet. Issued network IDs, logons, passwords and user space for support staff.