IT Service Desk Technician Resume Example Hope Network

IT SERVICE DESK TECHNICIAN

Professional Profile

I am currently looking for a position as a Help Desk Analyst or Desktop Support Technician.

Qualifications

Windows XP/Vista/7/8/10, Dreamweaver, Adobe Flash, Microsoft Office 97 - 2016, IOS, Adobe Audition, Adobe Captivate, MAC OS, WIX, Citrix, TeamViewer, Microsoft System Center Configuration Manager, Microsoft Service Center Manager.

Experience

IT Service Desk Technician
September 2012 to July 2016Hope Network

Day to day phone/onsite/remote support of PCs/Laptops/Printers/Cell Phones, iPhone and Android/Window Tablets and iPads/VOIP Phone, Systems/Networking and applications for about 3000 end users.
Onsite IT support of over 100 Hope Network Sites in West/Central Michigan.
Courseware design using Adobe Captivate.
Operating Systems supported are Windows XP/7/8/10.
Tools used include Citrix, Microsoft SCCM, Join ME, TeamViewer, Windows Active Directory, and Toshiba Phone System Manager.
Applications Supported and used include Microsoft Office 2007/2013, Adobe eLearning Suite, Citrix, eCare (PCE).

Computer Consultant
November 1998 to Current

Designing Websites for clients using Adobe Dreamweaver, Adobe Flash, Adobe Photoshop, Wix and WordPress including local West Michigan bands; Electric Stayt, Spanking Monica, Repop, The Project.
Architecting hardware and software solutions for small businesses and home users using both Windows and Mac based hardware and software.
Providing Network support to small businesses and home users running Windows and Mac hardware and software.
Imaging Windows OS 98/ME/NT/2000/XP/Vista/7/8/10 PCs and Laptops and Home and small business clients.
Provide support for Windows OS 98/ME/NT/2000/XP/Vista/7 for home and small businesses clients.
Provide support for Microsoft Outlook.
Provide network support for home users and small businesses.
Provide data backup/recovery.
Training on basic PC applications.
Setting up/troubleshooting mixed Windows/Mac environments for home users.
Setting up and configuring iMacs and MacBook's.
Installing and configuring software on Mac OS X.
Setting up/configuring iPods/iPhones/iPod Touch.

IT Specialist
November 2005 to February 2012IBM

Scanning Windows Servers for vulnerabilities.
Gather security vulnerability information on Windows Servers.
Ensuring that Windows Servers meet IBM GSD 331 and ITSC104 standards.
Creating reports listing Vulnerabilities on Servers for clients.
Monitor system access of users to ensure proper security access is maintained on servers.
Imaging Windows NT/W2K/W2K3 Servers.
Day-to-day support and patching of Windows NT/W2K/W2K3 Servers.
Creating, maintaining user and group shares on servers.
Maintaining user and group login scripts.
Installing 3rd party applications upgrades and patches on Windows Servers.
Installing updates, hot fixes and firmware upgrades on Servers.
Rack mounting servers, running network and fiber optic cables for servers.
Architecting solutions for client's needs.
Documenting How-To procedures and Hardware and Software installations for the Server Administration Group.
Running Microsoft Performance Monitor and creating reports for analysis.
Using HP ILO/RILO, Remote Desktop, SMS and Citrix Server to remotely administer over 300 Windows NT/W2K/W2K3 servers.
Hardware repair on HP servers.
Using Active Directory to create/modify users, add users, PCs, Servers to domains.
Working on trouble tickets created by users and help desk personnel.
Modified login scripts for end users.
Installed, supported and configured Lotus Notes on Desktops for clients.
Modified and created scripts for automation of processes and services.
Supported Vulnerability Management Scanning for customer's infrastructures.
Making Policy changes for Juniper devices using Net screen Manager.
Perform basic triage of CISCO, IDS/IPS, Linux Servers, Windows Servers, and Juniper Netscreens.
Schedule maintenance and troubleshooting windows for customers and support groups.
Chat with customers in a chat room setting regarding their issues.
Provided Phone support for customers.
Supporting Mobile Security services Supporting Cloud Services.

Systems Administrator
January 1999 to October 2005ABN AMRO Bank N.V

Building, day to day support and patching Windows NT/W2K/W2K3 Servers.
Supporting VMware Servers.
Supporting Boot from SAN Servers.
Creating and maintaining user and group shares on servers.
Supported migration projects from Windows Server 2000 to Windows Server 2003.
Supported migration project moving all users to Active Directory.
Supported migration project moving all servers to Active Directory domains.
Maintaining user and group login scripts.
Installing 3rd party applications upgrades and patches on Windows Servers.
Installing Microsoft and HP updates, hot fixes and firmware upgrades.
Rack mounting servers, running network and fiber optic cables for servers.
Architecting solutions for client's needs.
Documenting How-To procedures and Hardware and Software installations for the Server Administration Group.
Running Microsoft Performance Monitor and creating reports for analysis.
Using HP ILO/RILO, Remote Desktop, SMS and Citrix Server to remotely administer over 300 Windows NT/W2K/W2K3 servers.
Basic hardware repair on HP servers.
Using Active Directory to create/modify users, add users, PCs, Servers to domains.
Researching trouble tickets created by users and help desk personnel and finding resolution to the tickets.
Modified login scripts for end users.
Modified and created scripts to do automated functions such as copy/move data.
Coordinating work order requests.
Installed/supported and used Lotus Notes.
Supporting PCs, printers etc.
for ABN AMRO Installing various software applications for bank clients.
Imaging and configuring PCs for an NT 4.0 and Windows 95 environment Minor PC hardware repair.
Supported migration project from Windows NT to Windows 95.
Supported migration projects in the Imaging Group.
Supported a client/server Imaging Application.
Supported SQL Database server and databases.
Created Microsoft Access Databases and Applications.

Education

BA : Music Performance, 1990Michigan State UniversityMusic Performance

HDI Support Center Analyst : March 2016

Skills

Active Directory, Adobe, Dreamweaver, Adobe Dreamweaver, Adobe Photoshop, Analyst, automation, backup, Basic, cables, CISCO, Citrix, client/server, Hardware, Hardware repair, client, clients, Databases, Database, Designing, Desktops, Flash, Phone support, help desk, HP, HP servers, IBM, IDS, Imaging, IT support, Laptops, Linux, Lotus Notes, Mac hardware, Mac, MAC OS, Schedule maintenance, access, Microsoft Access, Microsoft Office, Microsoft Office 97, Windows OS, Microsoft Outlook, Windows, Window, W2K, 2000, W2K3, Windows 95, 98, Windows NT, NT, Windows NT, NT 4.0, Windows XP, migration, Network support, Network, Networking, Operating Systems, PC hardware, personnel, Phone System, Printers, processes, Researching, SAN, Scanning, Servers, scripts, SMS, SQL, Phones, Phone, Toshiba, triage, troubleshooting, upgrades, Vista, VOIP, Websites, Windows Server

Resume Overview

Companies Worked For:

Hope Network
IBM
ABN AMRO Bank N.V

School Attended

Michigan State University

Job Titles Held:

IT Service Desk Technician
Computer Consultant
IT Specialist
Systems Administrator

Degrees

BA : Music Performance , 1990
HDI Support Center Analyst : March 2016

IT Service Desk Technician Resume Example

Resume Score: 90%

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