Audra Finley

** ******* ***

Pawtucket, RI *****

585-***-****

Skills

• • •

Dell Certified WEP Configurations LAN/WAN Environment

• • •

Hardware Installation DOS 6.0 MS Office 95-2000-XP 2002

• • •

Software Installation Windows 3.1/95/98/ Laptop Configurations

• • •

Modem/Printer Troubleshooting Windows NT 4.0 Client Connectivity Issues

• • •

System Configuration Windows 2000/XP PDA’s

• • •

PC Diagnostics Novell Netware 4.11/5 TCP/IP/RconJ/Dns-Dhcp

• • •

Internet / Intranet RAS Troubleshooting Proxy/IIS

Hardware:

• Installing, diagnosing and troubleshooting PC client desktops (Dell, HP-Compaq), laptops (Dell,, printers (HP

and Lexmark), memory, hard drives, CD-ROMs/DVDs, NICs, system boards, power supplies

• Desktop/client configuration involving TCP/IP, DNS, DHCP, WINS, end-user/client Ethernet and network

connectivity issues

Professional History:

PWC June 2014- January 2015

• Performed Hardware swap-outs.

• Re-imaged Lenovo laptops with Windows 7.

• Utilized Sm 9 ticketing system.

• Set up phone systems in conference rooms for company executives.

• Actively used Malware to fix viruses.

• If viruses could not be removed, experienced with saving data and swapping out hard drive.

• Applied data recovery with hard-drive swap-outs.

• Configured laptops/desktops for end users.

• Installed printer applications and troubleshot print server.

• Reset passwords and unlocked end users using active directory.

• Provided remote support to troubleshoot/install applications using VPN.

• Ability to use VPN certificates to make sure end users knew username and passwords.

• Actively used McAfee encryption to reset passwords.

Teknor Nov 2013- March 2014

• Migrated 200+ systems from XP to Windows 7.

• Used Acronis to backup images and would reinstall on Lenovo laptops operating on Windows 7.

• Installed all applications on to Lenovo laptops.

• Configured Lotus notes for the end user.

• Used Click-it and remote desktop to provide remote access to end users.

• Asset inventory with all laptops that migrated from XP to 7.

• Set up and configure network printers.

Contract Assignment: (Clients include: Cigna, Target, WellsFargo, etc) 2011 -2013

IT technician and Support

• Windows 7 migration

• Reimage from USB hard drive

• Wiping and ghosting pc’s

• Swap outs

• Backup/restores from Windows XP to Windows 7

• Replace old laptops/desktops for new upgrade

• Asset inventory

• Install fixes for apps Outlook 2010

• Memory upgrade and Windows XP rollout and refresh

• Installation, configuration and setup of printers

Bank Of America Pawtucket, RI 2005- 2011

PC Support Specialist (On Site Support for Call Center)

• Provided desktop support for 1500+ Bank of America end-users network environment and Windows

2000/XP/2003 for both desktop and laptop clients.

• Perform break-fix/troubleshooting and IMAC (Installs/Moves/Add/Changes) involving building,

deployments, replacements and upgrades of desktop hardware, software and network connectivity issues:

installation, configuration and support of MSOffice 2000/XP/2003, Outlook client 2000/2003, other proprietary

banking applications.

• Re-imaging of Windows 2000/XP desktops and laptops utilizing Symantec’s Norton Ghost v8.0

hardware support HP-Compaq desktops, IBM ThinkPad notebooks, Dell Latitude D-Series, including

hardware replacements and installations as well as support network HP LaserJet series and Lexmark

monochrome/color series printers; other wireless installations include client installation of remote access VPN

software VPN clients, .

• Supported and maintained twenty INOVA heads-up display boards for call tracking

• Document call records of end user issues via peregrine for software &hardware

• Remote troubleshooting using support soft tool to fix end users issues

• Provided mobile support to company executives.

Systems Resource Management Pawtucket, RI 2003- 2003

Network Support Specialist contractor

• Maintained 5 Satellite Sites for 300 plus users in Windows XP/Novell Network environment for

Desktops/Laptops

• Responsibilities included: break fix/troubleshooting, deployments, replacements & upgrades of both

desktops and laptops; end-user network connectivity troubleshooting; re-imaging of Windows XP desktops and

laptops utilizing ; hardware support of Dell desktops and laptops, including hardware replacements and

installations; support of network HP LaserJet printers; application support of MS Office 2003, Symantec

Antivirus

• TCP/IP/ RconJ/DNS-DHCP

• creating user accounts for Novell 4.11/5

• Diagnosed hardware and software problems and replaced defective components

• Performed data backups and disaster recovery operations

• Replacing /Diagnosing Network cards in HP Printers

Stream International Canton, MA 1999- 2003

Computer Analyst and Microsoft Support/PC Helpdesk/Support Technician

• Provided technical support via telephone and e-mail for office 95-2000

• Supported Microsoft Small Business Server via telephone Proxy/IIs troubleshooting

• Used troubleshooting techniques to resolve customer issues

• Documented cases by logging all calls, issues researched, resources used, and solutions provided

Promoted to Computer Analyst in 2001

• Responsibilities included: break fix/troubleshooting, deployments, replacements & upgrades of both

desktops and laptops; end-user network connectivity troubleshooting; re-imaging of Windows NT/2000

desktops and laptops utilizing ; hardware support of Dell desktops and laptops, including hardware

replacements and installations; support of network HP LaserJet printers; application support of MS Office

2003, Symantec Antivirus

• Upgrade of office 2000/Lotus Notes 5.0

• Configure,troubleshoot and deploy Dell laptop C/D-series, latitudes/IIBM ThinkPad’s

• Setup wireless cards for Windows 2000

• Setup Networked Printers HP

• Used Pc diagnostic tools to resolve hardware issues/Upgraded anti-virus software /removed virus

• Updated bios for laptops/upgraded printer drivers

• Dialup Troubleshooting /VPN troubleshooting for laptops

• Performed moves, adds,changes for corporate executives

• Norton Ghost

• Ghosted/reimaged desktops and laptops

• Built Windows 2000 servers

• Dell Certified

EDUCATION:

Roger Williams University Providence, RI

• Course of Study: A+, Net+

• Course of Study: Microsoft Certified Systems Engineering

University Of Rhode Island Providence, RI

• Internship in troubleshooting and maintaining computers labs

• Completed 2003

Computer Education Business Institute Lincoln, RI

• Course of Study: PC Repair/Support Specialist

• Certificate of Completion 1999

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