Determined and results oriented IT professional with over 10 years of experience in Computer Operations, Technical Applications and Help Desk Support including hands-on experience in analysis, installation, testing, configuration and production support of applicable software and hardware. Proactive highly motivated self-starter delivering outstanding productivity. Individually recognized for superior quality and dynamic interpersonal communication skills.
DOS* Windows NT/2000/XP/Vista/7* Microsoft Enterprise and Professional Office Suite 2007 and 2010 Visio* Project* Lotus Notes* MAC OS X* Safeboot* Active Directory* MS Exchange* LDAP* DNS
Cisco Switches/Routers/Phones* Dell laptops and Desktops* HP* Compaq* IBM* Lenovo* Apple Android* Treo* Goodlink/Blackberry* Epson* Konica* LCD Projectors* Dual-Monitors
Helpdesk Technician, 04/2007 to 07/2012
Paul Provided empathetic technical support for over 25,000 Minneapolis based Realtors, Brokers, Appraisers and Office Assistant's on proprietary industry applications via phone, email, and web interface Tracked and documented all issues in great detail, enabling rapid resolution of future problems due to sharing of troubleshooting history Personally recognized by internal and external users for superior service and attitude; received multiple acknowledgments and awards for exceeding expectations Worked closely with software vendors to alert them when changes or bugs were encountered within their software, determined system configuration requirements to offer troubleshooting resolution steps and shared with fellow team members to provide company wide support consistency Collaborated with IT department in planning complex and multi-faceted projects Setup and maintained login access, Reset passwords in compliance with Security guidelines Performed extensive pre-patch testing of the multiple websites and applications used; trained, educated and assisted end-users with frequent updates, enhancements and system changes Consistently surpassed departmental standards for volume, exceeded average by 60% for support calls managed and quality of work performed Answered user inquiries regarding computer software or hardware operations Installed, configured, updated and maintained all internal desktop, laptop, printers, and faxes Provided first point of contact support for critical operations Implemented computer and telecom moves, adds and changes Participated in rotating 24/7 on-call support for all systems and applications Monitored and administered Trend Office scan virus software for updates, outbreaks, policies and procedures; removed viruses/malware when infections occurred and updated clients on best practices.
IT Technician II, 02/2005 to 10/2006LifeTime Fitness Eden Prairie
Provided one on one assistance, training to Executive Level for technical needs, by phone/email/remote assistance in person Built, configured, tested hardware and software for deployment to new users or upgrades for current employees Assisted with new PC configuration, software installation and/or data migration from old equipment to new Handled configuration of mobile devices and provided end-user training Restored files using Symantec Backup Exec and assisted with PC optimization Improved users efficiency working offline or from remote locations by training and supporting VPN use Entrusted with sensitive company material Reset passwords and created user accounts Maintained adherence to Security guidelines for all network activity Monitored network activity and looked for opportunities to reduce redundancies Alerted affected parties of system upgrades, issues or network outages Assimilated transferred employee's equipment within short timeframe into LTF infrastructure following Northwest Fitness Club acquisition.
2nd Level Helpdesk Technician, 04/2002 to 10/2004MoneyGram International Brooklyn Center
Managed telephone calls, emails and personnel requests for desktop support, hardware and network device installation and troubleshooting Consistently exceeded department performance goals Recognized for personal integrity, dependability and high volume of quality work Managed 95% more calls and completed after call work in 70% less time than department average Reduced customer downtime from 3 days to ½ day through creative problem resolution Acknowledged, isolated, and resolved complex technical problems in multi-platformed environments Analyzed, diagnosed and documented reported issues/outages Determined severity, impact and nature of reported issue to ensure timely resolution Ensured all updates, clarifications, closures were communicated to the business for reported issue Coordinated and facilitated cross-functional calls with IS and business partners to resolve high severity issues Followed up on escalated issues until complete resolution Prepared and shipped all hardware and software for agents requiring replacement Identified inefficiency and improved equipment tracking and reporting processes from four pages to single page Configured, installed, trained and supported variety of end user desktops, printers and networked Point Of Sale terminals Created step-by-step process documentation for company training.
Education and Training
Liberal Arts Degree:December 2012Minneapolis Community and Technical CollegeGPA: GPA: 3.62GPA: 3.62
Computer Programming Certificate July 2000Brown InstituteGPA: GPA: 3.28GPA: 3.28
.NET, Active Directory, Apple, Avaya, Backup Exec, C, C++, Citrix, COBOL, Cognos, Compaq, CA, Hardware, Computer Programming, CRM, Clientele, clients, data migration, Dell, LCD, Desktops, DHCP, documentation, DNS, DOS, email, Epson, ERP, faxes, Firewalls, FTP, functional, Ghost, HP, IBM, IP, JAVA, LAN, laptops, LDAP, Linux, Lotus Notes, MAC OS, McAfee, Access, MS Exchange, Office Suite, Office, 2000, Windows NT, Monitors, Enterprise, network, Novell, optimization, Oracle, PL/SQL, page, PBX, PC configuration, personnel, Cameras, policies, printers, problem resolution, processes, QBasic, quality, Red Hat Linux, reporting, Routers, RPG/400, Servers, Siebel, software installation, SQL, Cisco Switches, Symantec, system configuration, TCP/IP, technical support, desktop support, user training, telecom, telephone, Phones, phone, Trend, troubleshooting, upgrades, Video, VPN, Visio, Vista, Visual Basic, Visual J++, websites, WAN