Resume of Desktop Support Tech

Title
Desktop Support Tech

Primary Skills
I have over 10 years of advanced technical expertise in the IT industry ? bot...

Location
US-NV-Henderson

Posted
Jul-02-08

Overview

I have over 10 years of advanced technical expertise in the IT industry - both as a Level III technician as well as an area Manager of End User Services (Desktop, Telephony, and Server support). I am an award-winning manager and a team motivator who provides comprehensive leadership, system support and training. My focus is on advancing company profitability through improved workflow efficiencies and employee skill level enhancement. I am respectful and professional in delivering good as well as "tough" messages and my team consistently exceeds in regard to our overall efficiency metrics as well as budget objectives. I value Customer focus, honesty, respect for my users, and thrive on being able to come up with solutions to complex problems or situations.

Technical Skills

Windows 95 to XP (including Active Directory) * Altiris * TCP/IP * ISDN * DSL * RAS * VPN * Microsoft Office * Oracle * Visio * Legato Systems * Norton Ghost * Adobe * Remedy * Citrix *
HFNetChkPro * Microsoft SUS * Dame Ware * SMS * Clarify * NCR Signature Capture Devices * *Cisco Routers and Switches * CSU/DSU's * McAfee (EPO)


Career and Military Highlights

* Led the largest Desktop Support Team (End User Services) within U.S. Cellular(R), including Headquarters, the Network Operations Center (NOC) and multiple I.S. testing and development locations.
* Received the highest overall rating of support staff during Cingular's year-end reviews for 2001 thru 2004.
* Responsible for troubleshooting RAS and VPN remote users including sales and executive staff at both home and office.
* Achieved 100% on the US Army's Inspector General Combat Readiness inspections for four years in a row. This was the first time it was ever accomplished in our unit's history.
* Awarded four Army commendation medals and eight Army achievement medals.
* Ensured reliable network communications in the field through integration & support of multiple FM radio nets, tactical LAN's, telephone lines, and the unit's COMSEC account.
* Rolled out Windows XP and Active Directory to over 64 retail locations.


Experience

U.S. Cellular Inc.

End User Services Manager 2006-Present

> Responsible for managing multiple levels of technicians - at Corporate, I.S. and Network Operation Center locations.
> Consistently exceeded Service Level Agreements in regard to Incident time-to-repair, Request time-to-resolve and have suggested and implemented a number of cost saving initiatives which have contributed to a substantial (>10%) budget savings.
> Responsible for interviewing, hiring and terminating Desktop, Telephony and Server Administrators.
> End Users included U.S. Cellular(R) CEO, CIO, CFO, etc. and approximately 1500 end users in various locations - approximately 3,000 systems.


Systems Tech III 2005-2006

> Supported HP, Dell and IBM computer systems at 69 retail stores, a business office, and 2 engineering offices in the Chicago land area.
> Responsible for supporting all Cisco routers and switches at the retail locations.
> Worked with local Telco's to troubleshoot T1's at retail stores and business/engineering offices.


Cingular Wireless, (AT&T)

Senior IT Client Services Analyst (Lead) 2001 - 2005

> Responsible for providing advanced 2nd level desktop support to over 1,000 users including the installation and repair of all PC hardware and software.
> Management of over 2,500 desktops including capitol lease management and custom image standardization significantly decreasing licensing costs & lost hardware write-offs, (capital reductions realized in 2002 were well over $250K). Overall responsibility of all workstation security/virus patch updates, deployment of company applications, and user training.
> Edit Windows system registries for modifications and problem resolutions. Kept systems compliant with regards to company polices and Microsoft Service Packs, Patches and Drivers.
> Responsible for troubleshooting RAS and VPN remote users including sales and executive staff at home and in office.
> Responsible for ordering, receiving and tracking computers hardware and software licenses using Remedy and Oracle.
> Create and configure user's accounts for proper network rights. Configure Terminal Server profiles to work with local and remote Citrix Published Apps.
> Responsible for restoration of user's profiles and personal data.
> Responsible for the installation, maintenance and networking of over 150 HP Printers residing on user's workstations and on NT/2000 Print Servers.
> Responsible for building NT/XP/2000 Ghost Images. Deployed software patches and updates utilizing Norton Ghost and Microsoft SUS.
> Technical Field Support Management
* Responsible for 132 Cingular Wireless retail locations in IL. & IN.
* Leadership of union technicians & managing the daily field operations of all desktop and WAN equipment, (Windows 2000/XP Desktop Hardware/Software, CISCO routers) using Remedy, Clarify, Vantive and TrackIT.
* Under my leadership (beginning in 2001) workflow efficiencies increased over 32%** without the need for adding additional headcount
** - (IL/WI. Sales region went from "worst to first" in 2003 gross revenue)


Previous Experience


United States ARMY

Communications/Automation Supervisor 1996 - 2001

> Upgraded over 200 computer systems to Windows NT/2000 and Office 2000.
> Ensured the readiness levels of vehicular radios, portable radios, and communications shop operations.
> Trained over 60 soldiers in the Army's Physical Fitness Combat Readiness Program.

Communications/Automation Technician 1994 - 1996

> Performed hardware maintenance on IBM systems.
> Repaired and upgraded the older hardware to newer configurations, assembling many of the units by hand when necessary.




Education

Advanced Microcomputing Repair/Networking Course, Fayetteville Tech Community College

Signal Support Systems Support (31U), United States Army Signal School

Management Training in Targeted Selection Interviewing and Crucial Conversations




References

Available Upon Request

Certifications
See above


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