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Desktop Support Technical

Location:
Salem, MA
Posted:
July 25, 2016

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Resume:

STEVEN BOTCHIE

** ***** **.

Lynn Ma. *****

1-781-***-****

Cell – 857-***-****

acvu3f@r.postjobfree.com

PROFESSIONAL SUMMARY

Over 20 years of experience supporting users on desktop and network environment.

Installation and configuration of Windows NT, 2000, XP Professional, windows Vista, Windows 7, Office 2003, 2007, 2010 and 2003, 2008 Servers in LAN and WAN Experienced with all desktop hardware, applications, configuring, troubleshooting, upgrading and installation.

Very comfortable working in strict environments and strict deadlines.

Extensive knowledge of Windows 2000 and Windows XP, Windows Vista and Windows 7, security, connectivity, etc and troubleshooting common and complex issues.

Most importantly have consistently worked with users through my entire career on all levels of organizations. Have performed training for users and technicians. Have developed the ability to understand users needs and I make it a priority to learn as much of their business functions to better support their demands.

CERTIFICATIONS

ITIL Certified

Dell Certified Technician

Tiaa-Cref, MA Nov 15 - Jun 16

Desktop Support III

Installed, configured and troubleshot hardware which includes laptops, workstations, printers, phones, video conference units and mobile devices and managed all assets using TAMIT asset management systems.

Provided Support to Windows7 64-bit and 32-bit desktops and laptops.

Provided Level 3 Support of all desktop and laptop related issue.

Imaged macbooks and windows based systems on a daily basis.

Managed all lease returns with CSI leasing corporation.

Provided Level 3 Technical Support to 200 plus users in three downtown Boston Offices, including all remote employees in the 6 New England states.

Participated in Windows7 to 10 imaging and performed migration from XP to 7 and 10.

Researched and developed Group Policy objects and Group Policy preferences to manage and control Windows7 desktops.

Used SCCM Configuration Manager for desktop management.

Provided dedicated support to Sr. Wealth management, Managing Directors, Sr. Management Directors and all executive staff on short notice.

Responsible for software and hardware licensing procurement.

Troubleshot Windows XP, Windows 7, Windows 10 environments including Microsoft Office 2007, 2010, 2013, Internet Explorer 8-11, Adobe products and pro-prietary internal applications.

Brown Brothers Harriman, MA Jul 13 – Sep 15

Desktop Support III

Supported Windows7, Windows8 and Mac operating systems in bring your own device environment such as (IPhone, iPad, Smart phones etc.).

Provided support to Virtual Desktop end users using vSphere ver. 5.5.

Built out and maintained Virtual desktops.

Assisted with end user moves.

Remotely troubleshot computer issues using iConnect, Dameware, Real VNC Bomgar, Dameware and SCCM Remote tools.

Implemented procedures and guidelines for Windows7 image creation, deployment and migration / refresh using Microsoft Deployment Toolkit (MDT), ConfigMgr, USMT and Ghost.

Deployed application through SCCM 2012.

Performed Windows upgrades to all systems using Windows XP to Windows7.

Activated and maintained user accounts on Blackberry Administration Server.

Provided technical support for Lotus Notes, Microsoft Outlook and Webmail.

Installed and reinstalled required software using SCCM.

Performed backup and restores as required.

Performed antivirus updates and operating system updates.

Troubleshot LAN and connectivity issues.

Maintained current documentation of company policies and procedures.

Provided technical Level 3 desktop support to 1600+ end users.

Provided Remote control support using Bomgar, Dameware and SCCM Remote tool.

Thomson Reuters, MA Feb 97 – Nov 12

Desktop Support III

Installed, supported, diagnosed and troubleshot hardware and software for desktops and laptop computer incidences.

Installed and maintained PC hardware and software.

Designed, configured and deployed custom tools using for desktop support technicians to use to increase the efficiency and dependability of support.

Assisted in the creation and maintenance of departmental policies and procedures.

Installed and worked with Windows7.

Designed, tested and deployed Windows7 Enterprise image, updated and tested as required.

Coordinated activities with Help Desk, Network Services, and other IT groups.

Planned and Participated in Disaster recovery exercises.

Experienced in VPN, wireless and security practices - Cisco VPN client

Troubleshot LAN and connectivity issues and Network Protocols.

Solved Remote problem through use of remote connection and installation tools.

Experienced in PC Image practices with ability to image or re-image computers from standardized base image using Symantec Ghost software version 12 and consistently upgraded image files when available.

Upgraded desktop and laptop hardware.

Performed workstation moves and setups.

Performed data migrations and assist in data restorations.

Created and maintained support documentation for the Desktop Support group from fixes found during troubleshooting issues as well as installation guides for software and PC builds.

Experienced in logging problems and resolutions using Problem Tracking Software and update work tickets in real-time with status and next steps toward closure and detailed resolution steps.

Performed work on desktop and software upgrade projects.

Maintained logs of all Dell hardware purchases and software licensing.

Saga International Holidays, MA May 91 – Oct 96

Systems Admin in an AS/400 environment

Shawmut National Bank Jun, MA Jun 81 – Feb 91

Systems Administrator

EDUCATION

Post Graduate program in computer science Northeast Regional Technical 1980 – 1982 Associates Degree plus work study program

Northeast Regional Technical, computer sciences 1977 – 1980

Chelsea High School 1976 - 1980



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