Customer Service Support

Pascal Jean-Baptiste

***********@*****.***

CAREER OBJECTIVE:

To obtain a challenging position as a Desktop Support Technician; where I

will use my skills to provide high quality service and results.

Experience/Objectives: iPad, iPhone, LAN/WAN, desktop support, Windows 2000

professional, Windows XP, Windows Vista, Windows 7, Windows 8, Windows

2000-2003 Server, Office Professional plus, Outlook, Excel, Access,

customer service, pc/server hardware and software, wireless networking,

server 2003, Black Berry Enterprise server, Avaya,, AS/400, Active

directory, Linksys, VoIP, TCP/IP, PPTP, PING, IPCONFIG, HDLC, OSI layer

model, ISL, 802.1Q, Cisco IOS, DNS, DHCP, CCNA, IP Routing, STP, Epic

Industry experience: 10+ years

EDUCATION:

CDI College-now Everest-Business Computer Information Systems. AA-1998

Jarvis Collegiate. High school diploma-1991

Languages: French and English written and spoken

Certification(s): currently prepping for MCSE: Desktop infrastructure.

RELEVENT WORK EXPERIENCE:

Valley Medical. 2013 to present

Responsible for deploying 200 + new Win 7 desktop (contract project)

Manage IT inventory using Dell KACE

Imaging desktop with Dell KACE

Deploy Win 7 Dell 7010's

Troubleshoot software/hardware issues

Install and configure Epic software

Installing VDI's

Install and configure network printing

Install and configure medical scanning devices

Test applications to ensure proper function

Join PC's to the domain

Issue computer names

Active Directory

Revosol. Apr. 2012 to present

Network/ Sr. Desktop Technician

Maintain and support information systems

Active directory management

Desktop PC setup and upgrades

Use Real VNC remote software

Leading help desk team

Ensure Microsoft Enterprise server is up to date

Switch configuration and troubleshooting

New user account setup for data and voice

iPhone and iPad setup

Troubleshoot LAN/WAN issues

Provide access request

User rights

Security updates

Desktop support

Hardware and software updates and installation

Genesis inc. /Bank of America: August 2011 to present

Systems analyst/Level 3 Desktop support (contractor)

Responsible for supporting 160 internal CRM users

Provide face-to-face support

Troubleshoot LAN/WAN connectivity issues

Manage IT inventory using Dell KACE

Cisco Catalyst 3560G support

Avaya G450 support

Citrix XennApp

Avaya phone install

Install new desktop computer

Install/troubleshoot HP network printer devices

Resolve computer error messages

Configure and install HP 8440P laptops

Configure and install HP Compaq desktops

Using Bank of America BAND imaging

Windows XP professional support

Work with network support team

Work with application support team

Active directory

Provide support and guidance to help desk team

Software and hardware installations, troubleshooting

Volt information sciences/Cell Therapeutics inc.: Oct 2010-March 2011

Senior DesktopTechnician (contractor)

Provide desktop and network support and administration to 100 users

Manage user accounts using Active Directory

Use Bomgar remote desktop

Configure Lenovo laptops using Ghost imaging

Troubleshoot and resolve VPN issues

Installation and configuration of VPN

Configure and troubleshoot Black Berry devices

Use helpdesk ticketing system

New PC setup

Printer setup and configuration

Network scanning

Resolve LDAP server issues

Install in configure Windows 7 enterprise

Provide user training

Documentation

Install in configure client software

Work with vendors

Backups

Troubleshoot and work to setup resolve Avaya phones

Troubleshoot and resolve switch port issues

Network switch port assignment

Work with network switches

Setup web conferencing with video

Lacsap Ent.: Sept 2006 to Oct 2010. Senior Desktop Support Technician

Provide desktop support to 300 internal customers, in person and by phone

Troubleshoot and resolve desktop LAN/WAN problems

Computer setup

Troubleshoot and resolve network printing

Image and configure Dell desktops and Laptops using Norton Ghost

Perform routine preventative PC maintenance, removing spyware and virus.

Repair and replace Dell desktops and laptop

Travel to remote sites for installation and support

Troubleshoot and resolve desktop error messages

Use of TrackIT

Troubleshoot and resolve Outlook email

Troubleshoot and resolve connectivity and file access problems on IBM

AS/400

Reset user account password on AS/400

Resolve printing issues on AS/400

Manage user accounts using Active Directory

Add computer account to the domain

Windows XP

Office 2003

Troubleshoot and resolve Sonic Wall client connectivity problems

Configure Dell laptop wireless connection

Configure and install wireless print server

Configure and install Linksys wireless router

Resolve tunneling issues

Dealing with vendors

Install and configure network printers

Win VNC

Configure Black Berry devices

Tek-Systems/Sun-Gro Horticulture: Desktop Technician Oct.2005-Sept.2006

Provide desktop support to 400 local and remote users; in person and by

phone

Troubleshoot and resolve desktop LAN/WAN problems

Netviewer AG remote control tool

New PC/Laptop deployment

Troubleshoot and resolve network printing

Image and configure Dell desktops and Laptops using Norton Ghost

Perform routine preventative PC maintenance, removing spyware and virus.

Repair and replace Dell desktops and laptop parts

Use of TrackIT

Manage user accounts using Active Directory

Add computer account to the domain

Windows XP

Office 2003

Configure Black Berry devices

Troubleshoot and resolve Outlook email

Travel to remote sites in Canada and the US for PC upgrade, installation

and support

USEFUL THINGS 2002 to Sept 2005: Network admin at a catalog mail order

business.

Configure and install Windows 2000 Professional/Server/Windows NT

Workstation/Server

Build servers/desktops

Maintain and troubleshoot Windows 2000 print servers

Install and configure TCP/IP network printing on Windows 2000 server

Configure DNS and WINS on Windows98/2000 clients

Provide support for Microsoft Outlook 2000

Work with and Troubleshoot issues on EXTREME NETWORKS switches

Create network shares and add NTFS security

Use of WebEx remote tool

Map networks drive

New PC deployment

Perform data recovery on hard drives using data recovery software

Setup and configure MS-Access database

Setup and configured wireless networking

Setup and configuration of file server

Support MS office

Troubleshoot network connectivity problems

In person and on the phone support

Manage customer database

University of Washington Physicians Oct-01 Nov-02 Network Administrator:

duties were to support a LAN of 300 users in a Novell 5 and NT 4 network.

Managed and created user objects

printing service, troubleshooting.

Managed and created network objects

PC and Network server upgrades

NAL, NDS

Install new desktops

Install Epic

User access

New user setup

Add, move, change

Analysts International Aug 99-Sep-00: Consulting at F5 Networks, Duties

were to provide support, maintain, troubleshoot and resolve desktop and

network issues to over 500 users.

Configure and install Windows 2000 Professional/Server/Windows NT

Workstation/Server

Configure and install Windows 98

Install and configure Microsoft VPN

Install and configure Net screen/Secure remote VPN, Dialup Networking

Configure Microsoft Outlook 2000 on MS Exchange

Build servers/desktops with Pentium 3/750mghz, 30GB HD, 512 MB DIMMS

Maintain and troubleshoot Windows 2000 print servers

Install and configure TCP/IP network printing on Windows 2000 server

Configure TCP/IP and static IP's on HP network printers

Resolve network printing issues

Troubleshoot network issues using, PING, IPCONFIG

Configure DNS and WINS on Windows98/2000 clients

Install and configure Xircom PCMCIA Ethernet cards

Provide support for Microsoft Outlook 2000

Work with and Troubleshoot issues on EXTREME NETWORKS switches

Create network shares and add NTFS security

Map networks drive

Perform data recovery on hard drives using data recovery software

Upgrade pc's and servers hardware and software

Hubs: Net Gear, Switches: Extreme Networks, Omni, Cybex.

SEARS Nov 98 to May 99, Systems Analyst/Help Desk

Duties were to provide ongoing technical support to 30,000 users and

working with a team of 25 people and 12 support groups. Promoted to

Systems analyst after 3 months

Performing network drive mapping on Microsoft Windows NT Workstation

Configure DHCP server

Managing and creating users through Microsoft User Manager for Domains

Provide Lotus Notes support

Recycle store application to bring stores back up using UNIX scripts

Provide procedural guidance to associates

Managing users on AS400 Domino Server

Troubleshoot 3COM Hubs.

Pleasantly dealing with all clients over the phone and in person

Resolve remote printer issues using on UNIX servers

Troubleshoot Lexmark 4039 printers and XEROX230 printer photocopiers

Troubleshoot IBM RS6000

Troubleshoot Lexmark and Okidata printers

Troubleshoot PTC710- RF hand held scanners

Manage user sessions on CICS regions

Provide support of MS Office 97

Install and configure Token Ring Network cards

Troubleshoot retail systems: registers/scanners/debit machines/terminals.

Provide support for Microsoft Windows 95 and Windows NT 4 workstation

Manage users on Microsoft Windows NT 4 server

Personal skills

Excellent interpersonal and communication skills;

strong leadership skills, enthusiastic and resourceful; Very organized,

neat with close attention to detail; dedicated to achieving excellent

results

Network tools

Ping, IPCONFIG, SNMP, Cisco IOS

Network Protocols

Knowledge of: TCP/IP, IPX/SPX, NetBEUI, Apple Talk, WINSOCK, UDP, ISL,

802.1Q, VTP, VoIP, PPTP, SNMP, HDLC

References: available upon request.

Contact this candidate