Support Human Resources

Lenorelle F. Lee - MCP

*-** ******** *****, ***** Plains, NY 10603

914-***-**** . *********@*******.***

Database/Desktop Technician/Help Desk Specialist: certified, experienced

professional with a successful record of converting complex challenges into

manageable tasks across several industries. Proven ability as an innovative

and tenacious problem solver who uses analysis, experience, logic, research

and personal resources to achieve solutions.

SKILLS

Hardware: Blackberry; Dell; IBM/Lenovo; Printers

O/S & Networking: DOS; Windows 7, XP; Novell; TCP/IP

Software: Adobe; Blackberry; Firefox; FTP/Filezilla; HTML; MS Office;

GroupWise; Zenworks; SQL; Visio; WinZip

EXPERIENCE

DeSimone Consulting Engineers

10/2005 - 2/2010

Helpdesk Specialist - primary support contact for global structural

engineering firm via helpdesk ticket system, telephone and IM. Instrumental

for coordination and delivery of onsite and remote new employee training of

network directory standards and projects database. Created FAQ's for

helpdesk system. Responsibilities included Blackberry support, CD/DVD

burning, digital camera processing, data conversion and IMACs. Enhanced

email archiving (GroupWise) process, hardware support and purchasing

procedures.

- Administered security access control system and FileZilla FTP-

client database

- Authored and/or edited eBooks (HTML) for IT, CAD and HR

departments and IT newsletter articles

CMA Consulting Services

5/2005 - 8/2005

Tester/User Support (NYC Human Resources Administration: 1st contract

assignment) - utilized MS SQL to create or modify re-defined test scripts

which tested customized internet database and modified adhoc MS Access

reports/queries. Resolved 2nd level support issues for 250 end users, which

included password resets.

Desktop Engineer (NYC Transit Authority - 2nd contract assignment) - team

member supported extensive range of applications, resolved

hardware/software repairs in Windows and Novell environment for 1000 users.

- Co-supervised and dispatched 12 desktop technicians via Unisys

Service Console ticketing system

Clarity Testing Services, White Plains, NY

4/2004 - 10/2004

Data Services Representative - supported customized medical database (MS

Access), data entry and reporting results to construction industry clients.

Provided advanced Windows XP and MS Office XP end user support and

troubleshooting.

Jewish Board of Family and Children Services, New York, NY

1999 - 2004

Technical Support Supervisor - effectively supervised help desk staff,

desktop technicians and interns for HQ and 60 clinics. Performed senior

level support of patient and prescription databases and NT user account

administration. Reduced network outages via creation of network-monitoring

scripts and developed MS Access/SQL queries. Participated on Windows

NT/2000 builds, deployments and support of Compaq and DELL computers.

Improved procedures for loaner notebook deployment to senior management.

Resolved TCP/IP and remote access issues. Assisted with vendor contacts,

product evaluation and purchasing.

- Recipient of IT Director's Employee of the Month award for

improved technical support

Yeshiva University, New York, NY

1997 - 1999

Help Desk Coordinator - launched and supervised inaugural help desk,

programmed original call ticketing database (MS Access), developed

procedures, policies and end-user materials. Co-supervised technicians and

interns on 5 campuses. Provided senior level support of e-mail, desktop

applications and first level support of Crystal Reports, MS Project and

Visio. Developed and provided training for 3-course IT curriculum to staff

and academic personnel, achieved employee productivity and reduced help

desk calls.

TSR Consulting @ NYC Department of Education, Brooklyn, NY

1996 - 1997

End User Liaison - high profile contract position of diverse PC and MAC

support to the Chancellor, Deputy Chancellors, Board Members and senior

staff. Administered 3 Novell print servers. Technical lead of special

projects for HR and Legal departments. Groupware team member whose

responsibilities included support, testing and training. Assisted help desk

with senior level support and training.

Tarrant Structural Steel, Kearny, NJ

1994 - 1996

System Administrator - administered network and Goldmine and Primavera

databases for 2-site construction company. Responsible for vendor contacts,

product evaluation, planning, installation, purchase, support and staff

training. Maintained, configured and supported Compaq desktops and

notebooks at office and construction sites, resolved remote access issues.

CERTIFICATION

Microsoft: MCP/Windows 2000 Professional

Comptia: A+

Brainbench: Firewall Administration Concepts; MS Windows Vista Desktop

Administration; Web Design Concepts

EDUCATION

Iona College, New Rochelle, New York

BS - Marketing

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