William Edwards

**** ***** ****** ***** *******, TX 77096

Phone: 713-***-****) Email: acf33s@r.postjobfree.com

Help Desk/Desktop Support

Professional, detail oriented individual with 3 years of Technical Support experience. I Work well

independently, or in a group setting. I excel at computer support such as troubleshooting, installations,

and maintenance.

Work Experience

Help Desk/Desktop Support

St. Timothy Services – Brooklyn, NY

January 2007 – August 2010

• Analyze and document failure information to the site database.

• Install Software/Firmware patches and updates for laptops, desktops, and nodes.

• Troubleshoot basic network, software, and printing problems.

• Perform onsite and remote support to remedy the situation.

• Responsible for analyzing the requirements for end user and assisted in implementing approach for

enhancements.

• Coordinated with Engineers for new firmware updates.

• Test and evaluate new firmware upgrades using virtual desktops.

• Relational Database Configuration.

• Provide summary report on hardware and software issues.

• Identify trends and patterns of multiple server problems via internet.

• Update firmware and drivers.

• Provided application install support (Microsoft Office, Lotus Notes, XP, Internet Explorer,).

• Collaborate and created documentation using SharePoint.

• Managed users, groups, and distribution lists through Active Directory.

• Helped users and groups remotely using ILO4.

Education

Associates in Computer Science

Houston Community College

Additional Information

Operating Systems: Windows 2003, Windows 2008, Windows XP, Windows Vista, Windows Server 2008,

Windows Server 2003, Windows Server 2012, Windows 7, Windows 8

Hardware: Ability to install, configure, operate, and troubleshoot small enterprise branch routed and

switched network; subnetting; troubleshoot and repair network connectivity; perform computer upgrades,

run diagnostics and replace hardware as necessary

Software: VMware Workstation, Acronis Imaging, Norton Ghost Microsoft Office Suite

2003/2007/2010/2013; SQL 2008, Active Directory 2003/2008; Anti-Virus software (McAfee, Norton),

Microsoft System Configuration 2012, SharePoint 2010, Office 365, Citrix, Adobe Acrobat, Nuance

Networking: TCP/IP, WAN, LAN, VPN, Wi-Fi

Operating Systems: Windows 8/7/Vista/XP, Mac OS

Applications: Cisco Command Line Interface, Windows Office Suite, Anti-Virus Software

Programming: Knowledge of JavaScript, HTML

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