Customer Service Support

SHERWOOD O’NEAL SR.

*** ****** ***. • Newark, New Jersey 07112

973-***-**** • **********@*****.***

Dear Hiring Manager:

If your organization is seeking an accomplished, enthusiastic staff/team member with proven technical support,

administrative, and relationship management skills, my qualifications may be of interest to you. For your

review and consideration, I have enclosed a resume detailing my overall background and capabilities.

As you will note from its contents, I possess significant skill and knowledge in Desktop Support, analysis,

processing, and reporting of any technical support duties, skills cultivated during a career emphasizing

employment in software and hardware capacities. During that span, I have functioned efficiently within

demanding, high-volume work environments and distinguished myself through contributions to company

productivity improvement and cost saving initiatives. Detailed oriented and capable in managing client and

vendor relationships, I believe that my background and verifiable record of achievement are indicative of my

potential contribution to your organization.

I would very much appreciate meeting with you to discuss more fully the application of my talents to your

employment situation.

In the interim, I thank you for your attention, consideration, and anticipated response.

Very truly yours,

Sherwood O’Neal Sr.

Sherwood O’Neal Sr.

175 Lehigh Ave Newark NJ 07112

H: 973-***-**** **********@*****.***

C: 973-***-**** Linkedin sonealsr21

SENIOR HELP DESK / TECHNICAL SUPPORT PROFESSIONAL

• Accomplished Senior Help Desk professional with 10+ years’ experience in Computer Operations,

Desk Top and Help Desk support.

• 10+ years supporting Windows 7, XP, 2000 and NT client and server. Microsoft office suite

2007 and 2010.

• 10+ years providing Help Desk/Desk Top support to tens of thousands of users worldwide, earning a

solid reputation for productivity, complex problem resolution and professionalism.

• Maintain and configure Active Directory, Blacberries,Andriods,IPads and IPhones

• Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.

• Proactive self-starter known to initiate process and system improvements to increase system stability

and staff productivity.

TECHNOLOGIES

Windows 7/XP/2X MS Office 2X TSO FTP/ NDM BMC Patrol

RDP TCP/IP Net view Remedy Active Directory SMS

MVS/ESA HP Openview VTAM Windows7 client and server CISCO Routers JES2

OS/390 2008r2 server HP Printers MS Exchange2007/2010 VPN/Cisco/Citrix

Professional Experience

HELP DESK TECHNICIAN / ADVISOR Sept 2006 -

PRESENT

Corraddino and Papa Clifton, NJ

One of the NJ largest Law firms firms in terms of Injuries.

Provided third-level technical support for global IT infrastructure supporting 200+ employees throughout the

New Jersey. Troubleshot hardware, software and connectivity issues for a Windows and mainframe

environment. Additionally supported Expense Processing and E-Procurement, voicemail, telephone and PBX

systems. Challenged to provide timely resolutions to support mission-critical application users.

• Achieved highest levels of productivity, handled over 200 calls per weekend averaging 75+ calls daily.

• Noted for achieving the highest level of first-call resolution.

• Provide support for partners and all Lawyers IPads, Iphones and mobile devices.

• Earned solid reputation for resolving complex issues and providing exceptional customer service.

• Assisted users with policies and procedures for PDA and mobile computing.

• Provided special assistance to support remote access in adherence to company standards.

• Escalated issues as needed and maintained communication with customer and Technical teams.

• Extensively utilized Remedy to record and track issues.

Sherwood O’Neal

Page2

New Jersey Transit Maplewood, NJ Jan 2005 – April

2012

Supervisor/Lv3 Desktop Support.

Promoted to support New Jersey system and network infrastructure consisting of 20 Windows2008R2 servers

interconnected with mainframe through Cisco routers. Investigated and resolved performance issues

demonstrating strong diagnostic skills across multiple platforms.

• Lead a team of 8 desktop support technicians of a rollout of windows7 from XP

• Proactively identified potential areas for wide system outage and initiated analysis and resolution.

• Independently resolved recurrent system lockup issue through diligent research.

• Provide support for all executive IPad,Iphones and mobile devices

• Coordinated and implemented Change Control in collaboration with technical teams.

• Optimized systems performance and spool utilization. Responded to system hardware/software error

messages, storage and hardware configuration problems.

Novergence Newark NJ

Supervisor/Lv3 Desktop Support Aug 2003 –Sept

2004

First point of contact for user community of 2,000 plus an additional 1,500 users representing firms selling of

VOIP products

• Played key role in reengineering Support Center to improve responsiveness and customer satisfaction.

Established best practices in Server and Network support and trained technical staff.

• Supervise 12 Desktop Support analysts

• Authored Service Level Agreement for internal/external customers for user/security administration.

• Initiated Shift Turnover report to continue customer communications for unresolved issues.

• Selected to create new procedures to improve department productivity and train new team members

• Solely responsible for Windows 2008r2 Server and user security. Added new users and provided

access to databases and system functions. Setup and supported connected peripherals.

• Supported clients during 24-48 hour Disaster Recovery tests assisting with migration to DR site.

EZPass New Jersey Newark, NJ Jan 2003 –

JUN2003

Lv3 Desktop Support.

• Provide third level support for CEOs, CFOs, AVPs and all senior management

• Troubleshoot and support hardware and software on IBM PC/Laptops/Desktops with NT,

2000, XP for 250 users of various departments.

• Used remote tools Timbuktu and SMS to resolve ticket problems

• Used Remedy ticket system for tracking user problems as well as GRS.

GarbanIcap New York, NY J AN 1999 – JUL

2000

Lv3 Desktop Support

Promoted to support worldwide system and network infrastructure consisting of 20 Windows NT servers

interconnected with mainframe through Cisco routers. Investigated and resolved performance issues

demonstrating strong diagnostic skills across multiple platforms.

• Proactively identified potential areas for wide system outage and initiated analysis and resolution.

• Troubleshoot and supported PC/Laptops for 4000 users of various departments on

Windows NT, XP, 2000 and 98, 95 platforms.

Sherwood

O’Neal Page 3

• Migrated all users from Novell Client 4.78 to Windows NT,XP,2000 and 98,95 platforms

• Converted all users from Lotus Notes 5.09a to Microsoft Outlook 2000

• Upgraded all users from Windows 98 to Windows 2000 also from NT 4.0 to 2000 and XP.

• Created new images to allow quicker operation and configuration for tech support team

so that they may provide better service for the 4000 users.

• Coordinated inter-departmental projects, to ensure their timely and efficient conclusion.

June 1997 – Apr 1999

JPMporganChase New York, NY

Desktop Support.

• Updated workstations' ghost images for updates and new hardware setups

• Built, designed, upgraded, updated, configured and maintained 65+ Windows NT Servers

(Production Servers), such as PDC, BDC, print servers, file servers, exchange servers,

DHCP servers, roaming profile server, ghost servers, DNS, WINS, IIS servers, web

servers, and Citrix services.

• Remote troubleshooting and pushed out standard desktop applications using SMS

• TCP/IP addresses schemes and TCP/IP addressing and allocations on different NT servers

such as IIS, Exchange, DHP, WINS, DNS, file roaming profile servers.

• Set-up Cisco VPN for off-site users such as CEO, VP's and Directors at remote offices to

provide remote access to the corporate network without losing network security.

May 1995 – Feb

United Nations New York, NY

1997 Desktop Support.

• Answered Help Desk phones, troubleshooter with PC/Laptop hardware & software on

MS Windows 95,97

• Supported Window 95, Lotus Notes, and MS Outlook.

• Installation of new hires in their proper location with new systems, configured and ready

to be used.

• Remote troubleshooting and push out standard desktop applications using SMS

SUPPORT CENTER ANALYST June 1981 – May 1999

• Successive career progression through computer and network operations into Help Desk support:

Computer Operator – 1981 – 1991 Network Operations – 1991 – 1992

Senior Network Operator – 1992 – 1994 Help Desk Specialist – 1994 – 1995

LEAD HELP DESK SPECIALIST 1995 – 1997

First level support for 40-server Windows based system interconnected with mainframe supporting 13,000

global users.

• Problem-solved issues with PC clients, Server hardware/software, mainframe and Dow Jones online

products. Provided first level administration of Unix based email systems.

• Launched user feedback survey based on input from Help Desk Institute to gauge customer

satisfaction and support Continuous Improvement.

Sherwood O’Neal Page

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Education & Credentials

Bloomfield college, Bloomfield, NJ

MCITP Certification class, April 2012 - Dec. 2012

University Of New Mexico, Albqueue,New Mexico

Bachelor Of Science, Computer Science, 1981

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