Help Desk/Desk Top Support Tech I Resume Example
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HELP DESK/DESK TOP SUPPORT TECH I
Professional Profile
Computer Technician with background in imaging, printer installation, memory installation, hard drive installation, motherboard replacement and general troubleshooting. Seeking challenging position with opportunities for expanding upon existing skill base.
Qualifications
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Experience
Help Desk/Desk Top Support Tech I
March 2012 to CurrentJbt Corporation － Middletown , OH
March 2012 to CurrentJbt Corporation － Middletown , OH
- Administer all requests via the phone, email, desk side support generating Helpdesk Tickets and update database for all technical solutions Administrate VMware Servers, Active Directory: roles Users, Computers, Symantec Backup Executive Management 2010-2014 r3 Queries using SQL Server Management 2008 r2, configure VPN using FortiClient & CITRIX for 20 remote users, Terminal Servers: configuring Remote Desktop services in Windows Server 2012r2, 2008r2, 2003r2, configuring Wyse thin clients, monitor Symantec Endpoint Antivirus and Symantec Backup Exec Prepare all technical documents and provide support to Windows XP, 7, 8.1 and Microsoft Office Suite 2010,2013 applications and services ensuring optimal level of communications with users and provide required updates Assist the System Administrator on all local network and server issues for network engineers to identify all issues using operational processes Coordinate orders thru our vendors CDW, RICOH for all hardware and software per requests thru Quotes and Purchase Orders Train all staff and clients in technical, procedural for IT department Prepare all software packages for deployment on all operating systems and recommend improvement Generate reports for upper management on AIPSO's, MVR, Wells Fargo, Clarendon, and Praetorian via the JP MORGAN ACCESS Account, prepare reports for deployment of data to Iron Mountain.
Help Desk Support Technician - Consultant
January 2011 to January 2012General Dynamics － Newport News , VA
January 2011 to January 2012General Dynamics － Newport News , VA
- Hardware and Software troubleshooting skills Administer Active Directory adding, removing, modifying, resetting passwords for users Perform system imaging (Ghost) and deployment process Windows XP, Windows 7 desktop OS knowledge, Lotus Notes 7.0 Ability to communicate effectively with both local and remote users Knowledge of ticket tracking platforms such as Remedy Provide support remotely via Citrix, GotoAssist, Tracker Operate in high-volume settings to resolve 10-20 tickets/day Provide deskside support on break/fix support on PCs, Laptops, Printers, and Peripherals Move users via the patch panels and Cisco switches Develop training materials and procedures, or train users in the proper use of hardware or software.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
Customer Care Technician
January 2010 to January 2011Passionhr － Madison , AL
January 2010 to January 2011Passionhr － Madison , AL
- Provide 1st and 2nd line technical support via phone and email to our customer base (mainly education sector in the Americas) supporting Promethean proprietary software and hardware.
- Ordering firmware and parts related to Smartboard and projectors.
- Maintaining a detailed history on the Call Management System of all issues reported by customer support.
- Escalated issues when necessary and liaising to SME 2nd line of support.
ODS Programmer
January 2005 to January 2009Reynolds & Reynolds － City , STATE
January 2005 to January 2009Reynolds & Reynolds － City , STATE
- Use Pick Basic code to perform programming functions for all Banking contracts using formulas and specific configuration to interface with ERA Finance & Insurance system running on a (UNIX/LINUX Variant) environment Created and edited documentation to problem-solving methods using VB Scripting programming language.
- Perform routine modification by adding prompts on data input screens and configure the same with calculation specific to the registered states and government jurisdictions Research situations where the product has failed and malfunctioning equipment Managed requisition from beginning to closing according to projected due date set.
- Interface with appropriate resources and departments to validation modification request Work with the Team Lead and Manager to improve processes and productivity Validate and QA tested Team member's code updates and act as a mentor by facilitating and recommending solutions Trained new programmers and ensure they were compliant with ODS standards Primary contact for our Puerto Rico and our Spanish speaking dealers, translated contracts and coded in the Spanish Language Member of the Director's Advisory Board.
Senior Help Desk Technical Specialist
January 1999 to January 2005Warranty Corporation Of America － City , STATE
January 1999 to January 2005Warranty Corporation Of America － City , STATE
- Provide exceptional technical support to OEM & branded computers related to hardware components, peripherals, communication devices, adapters, motherboards, and processors Maintain and increase product knowledge on software applications via research, training, documentation Serve as a Lead Technical Consultant interviewing and screening candidates for bilingual positions Use VNC Digital Lifeline remote access system, for hardware and software problem resolution Set up major accounts and negotiate pricing for service tech for onsite repair Perform routine research and execute corrective action on client issues and questions concerning products.
Telecommunications Analyst
January 1997 to January 1999Nextel Communications － City , STATE
January 1997 to January 1999Nextel Communications － City , STATE
- Supported customers with cellular products and technical support to Field Service Engineers.
- Received inbound calls, advised customers of other features and products and billing issue that may effectively meet their individual needs.
- Assisted with troubleshooting technique to resolve problems using TRIS/VANTIVE/NEWT communications database.
- Spanish call queue.
Client Technical Analyst-Bilingual
January 1996 to January 1997AUTOMATIC DATA PROCESSING, INC － City , STATE
January 1996 to January 1997AUTOMATIC DATA PROCESSING, INC － City , STATE
- Provided application support to clients related to software problems utilizing the parts/inventory application, researched and generate SQL reports in a Car Dealership environment.
- Implemented support to ADP clients with on-site equipment such as Unix, installation, data communication testing, isolation and resolution.
- Initiated and escalated critical client needs, resolved program glitches, supported new project, conducted dealership visits to observe dealer procedures and provide on-site support.
- Maintain AXIS log records and historical files for client inquiries; and technical writing to support fixes for vendors and manufacturers regarding ADP computer systems.
Technical Service Coordinator-Bilingual Consultant
January 1995 to January 1996IBM － City , STATE
January 1995 to January 1996IBM － City , STATE
- Handle customer requests for software support, orders, and questions regarding any problems related to software.
- Hardware: Support customer requests for repair on various types of computer systems, also assisted Client Engineers.
- Updated skills with the latest market always keeping focused on policies and procedures to more effectively assist customers in a crisis situation.
System Administrator
January 1993 to January 1995ETHAN ALLEN COORDINATES DIVISION, INC － City , STATE
January 1993 to January 1995ETHAN ALLEN COORDINATES DIVISION, INC － City , STATE
- Maintained and monitored the AS400 network to ensure that LAN and WAN was available to all system users Monitored peripheral equipment to process business data, monitored inventory control database Setup 19 end users on Novel Netware Enterprise configure object modules Transferred/Converted data to and from AS/400 using appropriate software Served as System Support to remote location ensuring constant assistance to 19 end-users Scheduled unattended IPL system back-ups on a daily, weekly and monthly basis Formulated graph, created reports through SQL in the OS/400 System Use Lotus Notes Suite to generate reports for administrative personnel.
Education
Diploma Degree : Systematic Theology, 1985LATIN AMERICAN COUNCIL － City, State, USA
Computer Information SystemsHUERTAS JUNIOR COLLEGE － City, State, Puerto RicoComputer Information Systems Certified AS/400 System Operator
Certified in Word Processing & Data Entry ConceptsFIRST SCHOOL OF CAREERS － City, State
Linux/Unix System Administration CertificationLANIER TECHNICAL COLLEGE － City, State
Diploma
Languages
English, Spanish
Skills
A+ Certification, Accounting, Active Directory, administrative, ADP, Antivirus, AS/400, AS400, Backup Exec, Backup, Banking, billing, CITRIX, closing, Hardware, Consultant, contracts, COUNCIL, Client, clients, customer support, Data Entry, database, documentation, Edit, email, English, Executive Management, features, Finance, Ghost, government, HP, imaging, Insurance, inventory, inventory control, LAN, Laptops, LATIN, Team Lead, LINUX, Lotus Notes, Lotus Notes 7.0, Director, market, mentor, ACCESS, Microsoft Office Suite, Windows 7, 2000, Windows XP, RADAR, motherboards, Enterprise, network, Novel Netware, ODS, Office Skills, operating systems, OS, OS/400, peripherals, personnel, Pick Basic, policies, pricing, Printers, problem resolution, problem-solving, processes, improve processes, processors, Programming, QA, Research, RPGII, Servers, Software troubleshooting, Spanish, Spanish Language, Spanish speaking, SQL, SQL Server, Cisco switches, Symantec, System Administrator, technical support, software support, technical writing, phone, Terminal Server, training materials, troubleshooting, UNIX, Unix System Administration, validation, VANTIVE, VB Scripting, VPN, WAN, Windows Server, Word Processing
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Resume Overview
School Attended
- LATIN AMERICAN COUNCIL
- HUERTAS JUNIOR COLLEGE
- FIRST SCHOOL OF CAREERS
- LANIER TECHNICAL COLLEGE
Job Titles Held:
- Help Desk/Desk Top Support Tech I
- Help Desk Support Technician - Consultant
- Customer Care Technician
- ODS Programmer
- Senior Help Desk Technical Specialist
- Telecommunications Analyst
- Client Technical Analyst-Bilingual
- Technical Service Coordinator-Bilingual Consultant
- System Administrator
Degrees
- Diploma Degree : Systematic Theology , 1985
Computer Information Systems
Certified in Word Processing & Data Entry Concepts
Linux/Unix System Administration Certification
Diploma
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