Experienced Desktop Support Professional

SUMMARY OF QUALIFICATIONS

Computer support technician with over seven years experience providing technical assistance to business professionals. Demonstrated ability to integrate computer skills, customer support experience, and related education to exceed technical, business, and customer requirements. Skilled at troubleshooting and fixing problems while minimizing customer stress levels. Professionally certified by Microsoft and Novell.

COMPUTER SKILLS

Windows NT/98/2000/XP - MS Office 2000/XP/200 - MS Outlook 2000/XP/2003

Novell - Citrix - Linux - SMS client - Zenworks - Ghost 8.0 - Dameware Various less known software pkgs

EXPERIENCE

Nortel Networks - Paladin/NG/HP

Durham, North Carolina March 2006 - March 2007

Desktop Support

Provide hardware support for Dell laptops and workstations, HP laptop and workstations and HP printers for approximately 3,000 users.

Primary hardware duties included replacing malfunctioning hardware, installation of workstations/laptops for new hires, and refresh of old equipment to new equipment for existing personnel.

Primary software responsibilities included imaging hard drives according to established procedures to resolve hard drive failure and/or virus contamination.

Atlantic Health System - Overlook Hospital

Summit, New Jersey Dec. 1999 - Sept. 2005

Desktop Support Specialist

Assisted hospital management and staff personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution. Maintained 2000+ personal computers and peripheral equipment, identifying problems and providing appropriate solutions.

Supported 135+ desktop applications within a mixed Windows 2000/XP, Unix, Novell 6.0, and Citrix Presentation Server 3.0 environment.

Demonstrated high quality, results-driven, prompt, and professional customer service using software tools such as Dameware, Zenworks, SMS client, and recording these solutions in Computer Associates? Unicenter Service Desk.

Built and maintained on-site Ghost server for rapid deployment of new equipment and in case of hard drive failure. Minimized non-productive time due to equipment failure from several days to several hours.

Member of specialized Citrix Support Team. Project lead for first rollout of an all thin-client Citrix solution into a production environment.

COMPUTER CERTIFICATIONS

Microsoft Certified Desktop Support Technician (MCDST - XP)

Microsoft Certified Professional (MCP - XP)

Certified Novell Administrator (CNA - 5.1)

COURSES

Supporting Users Running Applications on Microsoft Windows XP,

Orlando, FL, 2004

Supporting Users Running the Microsoft Windows XP Operating System, Orlando, FL, 2004

Implementing and Supporting Microsoft Windows XP Professional

Pocono Mts, PA, 2004

Citrix MetaFrame XP Presentation Server, Feature Release 3: Administration, Whippany, NJ, 2003

Implementing Microsoft Windows 2000 Professional and Server

Iselin, NJ, 2001

Novell 5.1 Administration

Parsippany, NJ, 1999

MILITARY SERVICE

U.S Navy - Norfolk, VA, Honorable Discharge, July 1982 - April 1988

EDUCATION

Malcolm X Shabazz, Newark, New Jersey, H.S., 1982

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