Elgin Jeter

IT Professional

OBJECTIVE: To obtain a position in the IT field as a Help desk/Desktop Level 3 or a junior systems administrator.

SUMMARY: Over ten years of experience in the IT industry in helpdesk/desktop support, networking, and systems administration. Well organized, resourceful, able to quickly grasp methods and procedures, detail oriented, and excellent communication skills.

EXPERIENCE:

RBC Royal Bank of Canada New York, NY – Client Services

Provide IT Help Desk / Level 1 / Level 2 support to all local and remote CM offices via phone or email.

Provide troubleshooting expertise in PC’s, laptops, printers, Blackberry, and their associated software.

Manage Service Request Workflows within Service Request Tool Follows procedures to coordinate the request to fulfillment Coordinates service requests with IT support teams, identifying, tracking and resolving issues Provide 1st-line telephone or e-mail support for all IT equipment: hardware, software, in-house or third-party application issues, remote access, and mobile devices.

Open, monitor and close call tickets, incidents, and service requests within expected service levels Open and/or update incident or service requests for each end-user interaction.

Perform 1st line issue resolution for specified Uses different tactics for resolving conflicts/issues prior to escalation; follow approved escalation procedures when appropriate.

Works with peer groups within Global Business Infrastructure to bring complex issues to resolution, escalating to management when required Follow procedures for escalations Special projects as assigned

Broadridge Jersey City, NJ - Helpdesk Tech February 2011 – June 2013

Support internal associates as well as correspondents over the phone or via remote access

IBM mainframe support for webconnect

Active Directory support, revisions to accounts and password resets

Track all tickets through Remedy ticket tracking system

Submit ticket from phone calls and emails

Configure, Installed, and troubleshoot Microsoft Outlook

Jefferies Jersey City, NJ - Helpdesk Tech August 2010-December 2010

Worked on a large 24/7 helpdesk supporting thousands of users though out the US and overseas

High paced aggressive 70 call per 8 hour average.

CISCO RSA support, hard token and soft token on wireless devices

BES support, troubleshooting and added new users

Supported Active Directory issues, revisions to accounts and reset PW

Used LANDesk to remote into users pc’s so we could resolve issue

Tracked all tickets in Remedy ticket tracking system.

Installed, configured and performed troubleshooting steps with Lotus Notes

Spectel and conference call booking application to setup conference calls for clients.

Moody’s Investment New York, NY - Desktop Support January 2010-August 2010

Helpdesk/Desktop support team that supported approximately 4000 users

Responded to requests for technical assistance in person, via phone, or electronically through Remedy ticketing system.

Windows platforms such as windows XP, Vista and windows 7.

Lotus notes 8.5, Microsoft Outlook 2003, 2007 and Microsoft Office suite

Siemens Consulting for Morgan Stanley New York, NY - Desktop Technician August 2007-October 2009

Intensive Desktop Support roll in a highly demanding environment.

Worked closely with Management/Executives to troubleshoot any outstanding issues that arose from a recent migration.

Reported daily to peers on what was completed and what will be planned for the upcoming day.

Reported all calls/incident in Remedy Desk software.

Windows XP environment with Office 2003/2007.

Imaged multiple PC's for new user as well as reimaged PC's for existing user with corrupt hard drives using the Winbuild software pulled down from a remote server via pxe boot.

Manually Install and configure user settings for IE8

Coordinated Blackberry Enterprise Activations (BES) as a BES Administrator, as well as troubleshooting, configuring and educated users on proper use of the Blackberry.

Troubleshot market data applications daily, such as, Thomson One Workstation, Reuters, Bloomberg (Open/Anywhere), Simfund, Factset, Coin, and Morningstar among many other Morgan Stanley developed applications.

Spherion at Schering Plough Kenilworth, NJ - Migration Team Lead January 2006-July 2007

Managed a team of 12 desktop support technicians for a 1700 user hardware refresh project.

Promoted from team lead to Project Manager to supervise next day support/quality control team and provided executive level desktop support.

Managed a team from compiling candidates to be migrated, scheduling users, migration and support.

Worked with the Engineering group to document and implement migration procedures.

Designed a “Build Room”, including server racks, used to deploy desktops and laptops.

Strong Training in Sarbanes Oxley (SOX) regulations and guidelines.

Organized meetings and consulted with users pre migration from 2000 to XP on business critical applications and data and provided post migration support.

ADP Roseland, NJ - Desktop Support May 2005-January 2006

Phone/desktop support for an environment of about 4,500 users

Created new users ID in Active Directory/Exchange and reset passwords when needed.

Supported issues involving Windows 2000/XP; Office 2000/2003; Cisco VPN; Home user ISP

Spherion at Schering Plough Kenilworth, NJ - Jr. Technical Lead May 2004-May 2005

Managed migration of over 3000 computers company wide computer migration project.

Created new user accounts and profiles in Active Directory.

Documented Windows 2000 migration procedures, quality control documents and technical tips for migration team.

Supervised next day support/quality control team and provided executive level desktop support.

Worked closely with business groups, IT managers and research departments within the company to secure a smooth transition of Operating Systems.

Assisted in computer migrations, reconfigured desktops to restore user data files.

Coordinated and performed migrations. (95, NT, 98 to 2000/XP)

Created corporate desktop build and utilized Ghost imaging to deploy computers.

Deploy new desktops and laptops to users and provide post-deployment support

Configure Network setting such as DNS, Static IP’s, local Security Settings and mapping multi-function printers to their desktop

Windows 9x,2000, XP, and Microsoft Office

EDUCATION:

Chubb Institute of Technology - Jersey City, NJ

Graduated 12/99 with a Diploma in Computer System Support/Helpdesk G.P.A 3.8

Metro-Wide Networking Institute - Newark, NJ

Graduated 01/02 with a Diploma in Networking Fundamentals

Contact this candidate