T Y POWEL L

P ROFESSIONAL SUM MARY

Help Desk Specialist with a full range of responsibilities that includes resolving issues of hardware

and software t roubleshooting. Experience with workstations, desktop, laptop configuration. Self-

motivated with excellent customer service skills

T ECHNOLOGY BACKGROUND

Supported Windows 7, XP. Active Directory Users Computers, MacAfee Orchestrator

M icrosoft Office, Outlook 2003, 2007, 2010, Lotus Notes 7-8.5.VPN support. Symantec

Ghost Imaging for laptops, desktops. Experience in Remedy, Magic, HP Service ticketing

software and SLA’s call escalation

E XPER IENCE

Smart Source Inc. (Chicago, I L) J uly 2013 – Present

D ESKTOP SUPPORT

• Support of infrastructure and network connectivity for small businesses setup and

configuration of WI FI,

W indows 7 and XP, Vista installs, POS and peripherals printers

• Responsible for Windows 2000/XP migration of scheduled department users, Groups and

Resources to

Active Directory including pertinent applications

• Provide desktop and phone support for 300 - 500 Lotus Notes 6.x-7.x M icrosoft Exchange

Outlook and

MSOffice on-site and remotely

Price Waterhouse Cooper (Boston, MA) January 2013 – July 2013

TECHN ICAL SUPPORT - M IGRAT ION IBM LENOVO

• Bios Setup, Swap H/D and Mem modules including IB M System Diags

• Use of Ghost Imaging software/Gdisk

• Explain and resolve migration process to self serve clients

• Migrate and verify Partner Clients data and Lotus Notes files and archives

• Install backup software and certificates for Wi-Fi/VPN client

• Schedule and reschedule 750+ pc’s for deploy and asset t racking

Dell Inc. (Round Rock, TX) December 12th – 21st 2012

TECHN ICAL SUPPORT

• Format and Clean new drives from bios for MacAfee Encryption process

• Install and setup end user applications with SCCM and manual installs of new

and legacy softwares

• Responsible for Windows XP/Win7 migration including Epolicy and MacAfee Encryption

to Active Directory with configurations

• Responsible for and testing Users documents, Applications, Shares, printers etc…

and Microsoft Exchange Outlook personal folders at end of process

Smart Source Inc. (Chicago, I L) November 2006 – Dec

2012

D ESKTOP SUPPORT

• Support of infrastructure and network connectivity for small businesses setup and

configuration of WI FI,

W indows 7 and XP, Vista installs, POS and peripherals printers

• Responsible for Windows 2000/XP migration of scheduled department users, Groups and

Resources to

Active Directory including pertinent applications

• Provide desktop and phone support for 300 - 500 Lotus Notes 6.x-7.x M icrosoft Exchange

Outlook and

MSOffice on-site and remotely

John Hancock/1st World Realty (Boston, MA) May 2005-October

2006

DESKTOP SUPPORT/ HELP DESK SPECIAL IST

• Responsible for supporting over 3500 users and mult iple divisions applications on IBM

desktop, thinkpads,

Dell Optiplex Desktops and Laptops.

• Scheduling clients for Windows 2000/XP migration to Active Directory and testing

applications for proper

f unctioning.

• Using desktop and vnc remote utility to access client desktop to install and t roubleshoot

applications.

• Using Alti r is Image Software on all build platforms. Backing up all clients personal data for

access on new

equipment

• Responsible for upgrades and new installs of Blackberry and cell phones

• Directed, installed and setup peripherals for palm pilots, printers, laptops, Linksys routers for

I nternet

connection

• Established initiative to int roduce new technology upgrade for operating system upgrades to

W indows XP

P rofessional for 2 Offices locations

• Provide technical support remotely and local for clients

B rown Brothers& Har riman (Boston, MA) October 2004-March 2005

DESKTOP SUPPORT/HELP DESK

• Provides Level 1-2-3 support for over 1100 users running Windows 2000/XP, including fixed

i ncome, equity, production, senior partners, senior bank officers

• Assisted in the migration and upgrade of 2000 IBM Laptops and Compaq Desktops from

W indows NT - Windows 2000, XP with departmental applications

• Responsible for providing Lotus Notes/Active Directory administration

• Support for network, email, internet, VPN, application and database support

• Provide expertise and support for procurement recommendation and asset management

t racking

• Help desk administration and 1st level assistance, logging and priorit izing using Remedy

t icketing software to ensure outstanding issues have been resolved

Veterans Benefits Administration (Boston, MA) J uly 2003-

Sept 2004

TECHN ICAL SUPPORT (3 office locations)

• Provided call support for administrative and executive personnel using Windows 2000/XP on

I BM and

Compaq laptop and desktops

• Responsible for upgrade support of hardware and software installs if needed to ensure

p roduction and

m inimal downtime

• Support for blackberry’s, pda’s and network printing

• Provided support and setup teleconferencing for senior executives

M assachusetts Financial Services (Boston, MA) Feb 1998-

J une 2003

TECHN ICAL CONSULTANT, HELP DESK SUPPORT

• Provide phone and desktop support for over 1500 users running windows N T and XP

• Support for remote sales force in London, Tokyo and Singapore

• Log ticket calls and priorit ized according to SLA’s

• Diagnosed and resolved software and hardware issues within high r isk, time sensitive

environment

• Phone coordination with IT Groups, Network, NOS, Security, Exchange, Telecomm to resolve

issues in a

t imely manner

• Delivered call resolutions and support to recur ring Bloomberg, VPN, Cit r ix issues

E DUCAT ION & TECHN ICAL TRA IN I NG

• United States Navy

Data Systems Tech

• Prometric Institute

M CSE, MCP+I, MCP, A+

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