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Desktop Support Specialist - State of Delaware DOT Resume Example

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DESKTOP SUPPORT SPECIALIST - STATE OF DELAWARE DOT
Career Overview
Along with this cover sheet, I have submitted a copy of my current resume. I am currently seeking a rewarding and responsible full-time position, where my knowledge and education can be utilized to their utmost potential. The opportunities for personal development and advancement are of major importance. With my education, I believe that I will be able to assist you in your needs. I have had many courses within the computer science field including: Java programming, Networking, Object-oriented programming, Visual Basic along others within the C/C++ language environment, and most importantly experience within the security realm of information technology. Furthermore, I have been prepared in a professional environment working as an intern for 8 months at PNC GIS Corporate offices & various other companies full-time and contract based jobs (as displayed in resume). During my time of employment, I have been provided with increasingly challenging and responsible positions. My proven record of accomplishments and diverse background allow me to feel secure that I can meet your job requirements and be an immediate asset to your organization. A bright and ambitious individual possessing a wide variety of technical and communication skills, along with an A+ certification. Refined aptitude for trouble-shooting and educating individuals, relating to hardware, software, and/or networking. Multilingualism: Gujarati, Hindi and English.
Qualifications
  • Microsoft 95/98/XP/Vista/8/8.1/10, Linux, DOS, Knoppix, RedHat  
  • Server Platforms: Microsoft Windows 2000, 2003, 2008 & 2012
  • Server applications: Active Directory & Microsoft Exchange
  • Packages: Microsoft Word, Outlook, Excel, PowerPoint, Access, Notepad++, Dev C++, FrontPage, Internet, Thunderbird, Quickbooks, Visual Basic, Lotus Notes
Work Experience
Desktop Support Specialist - State of Delaware DOT01/2016 － CurrentDepartment of Technology and InformationDover, DE
  • Troubleshoot: Windows/MAC OS issues, Microsoft Office Suite (2007 – 2016), Basic to Intermediate networking issues, VPN issues and HP/Lexmark Printers
  • Desk-side Support: Break/Fix Desktop and laptops (Dell Pcs, Laptops, and Tablets) Deployment of Dell laptops, Desktops, tablets and IPADs via SCCM Setup/Disconnect Avaya Phone extensions and basic Cisco Phone deployment/troubleshooting
  • Admin Roles: Monitoring, working and notating tickets accurately on a regular basis via Service-Now,  Software access administration via Active Directory,  Creating/maintaining procedural documents
Desktop Support - Discover Card01/2015 － 01/2016ACP CreativITNew Castle, DE
  • Desk-side support: Formatting, Re-imaging, and Data back-up/recovery, PC/Laptop roll outs, New user setup with Desktop/Laptop and Peripherals, SCCM Remote & Remote Desktop Utilities 
  • Troubleshooting: Orion, Lotus Notes, Microsoft Office 2003-2013, HP desktops, laptops and Thin Clients, remote assistances/troubleshooting, Virtual Machines for work at home users, Basic networking issues, Comcast modem/routers
  • Admin Roles: Morning health checks of all servers/equipment in server room, Daily Backup tape replacement, Creating and maintaining of procedural documents, Daily ticket monitoring and escalations,   Notating ticket accurately and efficiently, Closure of at least 14 software related tickets on a day-to-day basis
Desktop Support01/2011 － 01/2015Blood Bank of DelmarvaNewark, DE
  • Help Desk technician role for the first year Desktop Support transition Configured & Installed Microsoft systems & applications Troubleshoot and resolved desktop support issues Maintained operating procedures within IT department Active Directory management (user accounts, groups, etc.) Maintained Hardware & Software records Documented tickets completed Created procedural documents Image/Ghost PCs, Laptops, & tablets Troubleshoot HP printers & Xerox printers Server implementation/management VPN account management/VPN Troubleshooting Disaster Recovery Virus Protection/Eradication Backup Management, Reporting & Recovery Administration of AVAYA phone systems (Creating, Modifying, & Removing extensions) AS400 user administration & security/Printer management Daily operations/Monitoring network & servers Ethernet/Phone jack activations via software, switches & performing cross-connects Remote Site & Off-site On-call operations.
Helpdesk/Manager01/2010 － 01/2011The Cognition GroupNewark , DE
  • Internal and External hardware/software support and documenting steps Updating/Creating Tier 2 procedural documents Aiding helpdesk team with inbound/outbound calls Maintaining and servicing basic server issues Provided internal & external administrative services Maintaining and updating company portal (website) on a daily basis via asp .net framework Made daily national/international outbound calls for system retrievals Daily ghosting/imaging of PC's Occasional data recovery on corrupt systems via Knoppix or RedHat Maintaining and updating company inventory on a regular basis Monitoring shipments & retrievals Handling multiple projects at a time Monitoring of servers, company website, and internal PC's for security threats Creating/Maintaining Windows user accounts both internal and external.
Desktop Support Intern01/2008 － 01/2008PNC Global Investment ServicingWilmington, DE
  • Provide support for 500 PC and LAN end users in response to user requests and questions related to hardware and software.
  • Aided 30 users daily in the establishment of the PC LAN procedures regarding access methods, metrics, and security validation checks and documentations.
  • Provide trouble shooting and installation of data networking equipment, voice equipment, and their related cabling requirements Determine, analyze, and respond to trouble calls for PC hardware, software, data networking equipment, and voice equipment.
  • Lotus Notes: Trouble shooting, mail server setup, and managing requests from users.
  • Aided around 3 BlackBerry user's multiple times with BlackBerry OS/software installation, as well as computer sync for email, calendar, and address book.
  • Hardware/Software Support: Have had to replace old hardware with new hardware as well as replace damaged hardware with new hardware.
  • Have had to format and reinstall Operating Systems on over 300+ PC's.
  • Also had to put together and assemble PC towers due to too many hardware problems within a PC.
  • Trouble shooting around 50 - 100 users on a daily basis with software problems (i.e.
  • Microsoft office suite, DOS-based software, along with other default company software for the different departments within the company).
Administrative Assistant01/2007 － 01/2008Another World MerchandisingWest Chester, PA
  • Invoicing 5 purchase orders daily using Quick Books.
  • Enhanced graphics requested by customers.
  • Help assist 10 associates with software/hardware problems.
  • Assisted 50 customers with questions regarding technical support.
Customer Service Representative01/2006 － 01/2007Applied Card SystemsGlen Mills, PA
  • Made 400+ collection calls daily to delinquent customers.
  • Documenting steps taken in searching and calling customers.
  • Searched for defaulting customers using various web resources to save 40+ accounts from charging off.
  • Received 200+ inbound calls from customers regarding account information.
Education and Training
May 2015Bachelor of Science:Wilmington University - Computer and Network SecurityNew Castle, DEGPA: GPA: 3.0Computer and Network Security GPA: 3.0
E-Discovery, Cyber law, Networking courses, Computer Forensics, Disaster Recovery, Linux/Windows OS courses, Firewall & Perimeter security, Criminal Justice, Cryptography, Computer Prof. Ethics:
July, 28th 2009Associates:Delaware Technical Community College - Applied Science Computer Information SystemsWilmington, DEGPA: GPA: 3.0Applied Science Computer Information Systems GPA: 3.0
Certifications
Used C++ to create various intermediate programs, Object-Oriented Programming, Operating System Principles, Micro-Database Programming, Systems Analysis, Networking, Computer Information Systems Delaware Skills Center, Wilmington DE Computing Technology Industry Association Certification (CompTIA A+ Certification)
Interests
Pent. Test/Small Network 2016 - 2016 EPIC (Electronics, Process Instrumentation, Computer) Club; Wilmington, DE 2007 - 2007 Member at Delaware Technical Community College Used C language to program robotic movements Built fully functional robot units Managed a 5 member group to design robot functionality & test program reliability with robots
Personal Information
My primary assets are my ability to quickly learn new information, adapt to a new and changing environment, and to learn new tasks and skills. I am a highly motivated self-starter and always interacted well with a broad range of personalities. I can provide excellent references that attest to my character and capabilities. Should you require additional information please feel free to contact me at the above address and/or telephone number. Thank you for your time and consideration, and I look forward to hearing from you soon. Sincerely, Ritesh Y. Patel Enclosure: Resume
Additional Information
  • My primary assets are my ability to quickly learn new information, adapt to a new and changing environment, and to learn new tasks and skills. I am a highly motivated self-starter and always interacted well with a broad range of personalities. I can provide excellent references that attest to my character and capabilities. Should you require additional information please feel free to contact me at the above address and/or telephone number. Thank you for your time and consideration, and I look forward to hearing from you soon. Sincerely, Ritesh Y. Patel Enclosure: Resume
  • HONORS: *Applied Card Systems: Received Top Leader for July 2007 *Received Top Performance for Highest Dollars collected for December 2006 & March 2007 *Made Academic Dean's List for the Fall 2014 semester
  • ACTIVITIES: Pent. Test/Small Network 2016 - 2016 EPIC (Electronics, Process Instrumentation, Computer) Club; Wilmington, DE 2007 - 2007 Member at Delaware Technical Community College Used C language to program robotic movements Built fully functional robot units Managed a 5 member group to design robot functionality & test program reliability with robots
Skills
asp .net, A+ Certification, account management, Active Directory, administrative, AS400, AVAYA, Back-up, Backup, basic, book, C++, cabling, communication skills, Hardware, computer networks, Criminal Justice, Cryptography, Clients, Database Programming, Dell, Dell Desktops, Desktops, Disaster Recovery, DOS, email, Ethernet, features, Firewall, FrontPage, Ghost, graphics, Help Desk, HP, HP printers, Image, Imaging, Information Systems, inventory, Invoicing 5, LAN, Laptops, law, Lexmark Printers, Linux, Lotus Notes, managing, Access, Excel, Microsoft Exchange, mail, Microsoft Office suite, Windows operating systems, Windows OS, Microsoft Outlook, Outlook, PowerPoint, Windows, Microsoft Windows 2000, Microsoft 95, 98, Microsoft Word, modem, network & servers, Networking, Notepad, Object-Oriented Programming, Operating Systems, OS, Operating System, PC's, PC hardware, peripherals, phone systems, Printer, printers, Quick Books, Quickbooks, RedHat, Reporting, router, safety, servers, software installation, switches, Systems Analysis, technical support, Software Support, Desktop Support, technician, Phone, Troubleshoot, Trouble shooting, Troubleshooting, utilities, validation, VPN, Vista, Visual Basic, website
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Resume Overview

Companies Worked For:

  • Department of Technology and Information
  • ACP CreativIT
  • Blood Bank of Delmarva
  • The Cognition Group
  • PNC Global Investment Servicing
  • Another World Merchandising
  • Applied Card Systems

School Attended

  • Wilmington University
  • Delaware Technical Community College

Job Titles Held:

  • Desktop Support Specialist - State of Delaware DOT
  • Desktop Support - Discover Card
  • Desktop Support
  • Helpdesk/Manager
  • Desktop Support Intern
  • Administrative Assistant
  • Customer Service Representative

Degrees

  • May 2015 Bachelor of Science : Wilmington University - Computer and Network Security
    E-Discovery, Cyber law, Networking courses, Computer Forensics, Disaster Recovery, Linux/Windows OS courses, Firewall & Perimeter security, Criminal Justice, Cryptography, Computer Prof. Ethics :
    July, 28th 2009 Associates : Delaware Technical Community College - Applied Science Computer Information Systems

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