Resume of Desktop Support

Title
Desktop Support

Primary Skills
Six years experience with troubleshooting, upgrading and maintaining desktop computers.

Location
US-NJ-Lodi

Posted
Jul-18-08

Transferrable skills

* Six years experience with troubleshooting, upgrading and maintaining desktop computers from all major manufacturers in a corporate environment.
* Strong knowledge of and experience working with core LAN protocols, i.e., DNS/TCP IP and hardware including file and print servers, disk array management, SCSI controller cards and devices, stand alone print servers and hardware firewall devices.
* Five years Experience supporting Windows 98, Windows 2000 PRO, Windows XP PRO, Outlook2000/XP/2003, and TCP/IP networking on Microsoft's platforms.
* Experience supporting Windows 2000 server; network object management via Active Directory, DHCP management, Remote Server management via Terminal Services, Symantec System Center 8.0 for Symantec Antivirus 8.0, and Ghost 2003 for drive imaging.


Professional Background

INDEPENDENT CONSULTANT, Lodi, NJ 2/08 to Present
Providing in home desktop and small home-network support
* I currently provide in-home technical services to small roster of clients.
* Services include: Windows XP system rebuilds, hardware upgrades and installations including video cards, wireless network cards, memory and motherboards.
* Design and install small 802.11 and CAT-5 home networks while integrating networked appliances such as Apple TV and stand alone redundant drives.
* Provide desk-side training in non-enterprise Blackberry (Pearls) setup and basic usage.


FOUR Cs LLC, Sparta, NJ 10/05 to 2/08
Project Manager and IT specialist
* I manage a group of 10 employees over multiple job sites for a small residential construction firm.
* Responsibilities include efficient scheduling of manpower, logistics, procurement, subcontractor relations, and driving projects to completion and on schedule.
* IT responsibilities include routine maintenance on a small, server-less, peer to peer network. The environment supported runs Windows XP at the desktop, Office 2003 for productivity and HP Scanners and all-in-ones for document management. Palm hardware and associated Personal Information Managers are supported.
* Also responsible for all company correspondence, memos, and documentation.


SKANSKA USA, Parsippany, NJ 9/04 - 10/05
Executive level Desktop Support Technician; Help desk Technician; Customer Service Representative
* Worked with a group of five Network/Help desk Technicians in a 100% team oriented support environment.
* Responsible for providing front line analysis of incoming Incident Requests for Skanska-USA Building INC.
* Responsible for prompt reply to executive desktop support issues with a strong emphasis on messaging and Blackberry support.
* Manage all Active Directory/Exchange account creation and maintenance.
* Responsible for trouble shooting Customer password issues, JD Edwards account administration, MCI Access manager and Cisco VPN connectivity outages, Office 2000/2003 support, and Citrix Meta-Frame utilization. Responsible for Windows Share access, simple login script maintenance, and network printer installs. Supported and assisted with company-wide blackberry roll-out.
* The environment supported is a mixed-mode network, i.e., Windows 98, Windows 2000, and Windows XP Operating systems are supported.
* Deploy the company desktop image to all desktop and laptop computers using Norton Ghost.
* Leverage Remedy for incident reporting and tracking.


PFIZER, Parsippany, NJ 7/04 - 9/04
Level 1 Help desk Analyst, Global Front line Analysis
* Contracted to Pfizer as a Level 1 Help desk Analyst; providing support to over 30,000 Pfizer Internal Network users worldwide.
* Analyzed Incoming Requests for Service and escalated Incident Requests to appropriate teams for closure.
* Utilized User Manager and Active Directory Users and Computers to manage NT user accounts across a mixed mode Windows 2000/NT 4 Environment.
* Leveraged Peregrine for incident reporting and tracking.


C3I-INC., Morristown, NJ 9/03 - 7/04
Level 1 Help desk Analyst
* Provided nationwide Level 1 technical support to a pharmaceutical sales force comprised of over 5000 Sales Representatives across three client accounts.
* Technical responsibilities included remotely troubleshooting hardware, connectivity via dialer and VPN solutions such as Cisco secure VPN Client, Contivity VPN Client, PAL and AT&T dialer solutions. Supported productivity suites including Microsoft Office, Lotus Notes and custom built Seibel CRM databases.
* Administrative responsibilities included a keen awareness of, and effort to meet, client Service Level Agreements by addressing Incident Requests efficiently and demonstrating exemplary written communication skills to facilitate escalations to Level II and Technical Account Supervisors.
* Leveraged Seibel for incident reporting and tracking.


INNOVATIVE NETWORK DESIGNS, Pine Brook, NJ 6/02 - 6/03
Level 1 Network Systems Administrator
* Collaborated with a team of five Network Systems Engineers to manage, maintain and progress both large and small-scale networks for an established client-base.
* Responsibilities included Network Infrastructure deployment, i.e., cabling, network switch installations, network firewall deployment and configuration, Windows 2000 Server builds, basic login script writing, DHCP scope management, network printer management and physical installation of rack-mounted server hardware. Experience with stand alone network print servers such as HP Jet directs.
* Additional responsibilities included: Timely response to calls for help desk; issues addressed varied from minor desktop and printer issues to larger scale network failures such as company-wide loss of e-mail functionality; monthly maintenance routines to ensure general server/network health, timely completion of nightly backup jobs and persistent observation of and response to IP Monitor alerts.
* Worked closely with clients, during outsourced periods, to establish relationships with the user base and adjusted technical focus to accommodate the user experience.
* Managed and resolved issues with servers and workstations remotely via Terminal Services, VNC, and PC Anywhere.
* Some experience packaging applications into .MSI format for deployment to the desktop via Active Directory Group Policy software installation settings.

EDUCATION

WESTERN INTERNATIONAL UNIVERSITY, Phoenix, AZ

* Graduated with Associate of Arts in Business, 2/2006.


THE CHUBB INSTITUTE, Parsippany, NJ
Network Engineering and Design
* Graduate of Chubb Institute's Network Engineering and Data Communications curriculum, 8/2001.
* Graduate of Chubb Institute's Computer Technical Support Curriculum, 2/2001.




PROFESSIONAL CERTIFICATIONS

* Comptia A+ certified PC Technician.
* Comptia Net+ certified Network Service Technician.
* Watch guard Certified Security Professional (WCSP).

Certifications
See above


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