Customer Service Technician

PIERRE ANTOINE DESANGES

** ********* *** ( North Providence, Rhode Island 02911

(C) 617-***-**** ( (H) 401-***-**** ( *******@*****.***

COMPUTER SUPPORT SPECIALIST ( JR. NETWORK TECHNICIAN

Solutions-driven computer support and networking technician with extensive

experience improving company performance through skilled installation,

maintenance, and end-user support of mission-critical technologies. Hands-

on experience troubleshooting corporate telecom, networking, hardware and

software, and custom applications. Proven team leader with history of

success fostering collaborative culture and positive working environments.

AREAS OF EXPERTISE

Technical Analysis ( Desktop Support ( Printers ( Workstation Setup &

Maintenance ( Customer Service

Installation & Maintenance: Servers, Routers & Switches, Wireless Devices,

Hardware & Software

Network Cabling & Support ( Inventory Management ( Change Management (

Computer Forensics

End-User Training ( Technical Troubleshooting & Repair ( Team Leadership &

Collaboration

TECHNICAL SKILLS

Dell Optiplex GX400, GX260, GX270 ( Notebook: Dell Latitude L400, C400,

D600

Windows 2000/XP ( Microsoft Office ( Microsoft Exchange ( Active Directory

( Citrix ( DTC TradeSuite

BFDS and PFPC Applications ( Bloomberg Applications

PROFESSIONAL EXPERIENCE

BLACKROCK SOLUTIONS, INC., Needham, Massachusetts ( 2004-2009

Data Center Technician:

2008-2009

Promoted to deliver skilled technical expertise in infrastructure following

change management process, ensuring smooth operations of HP Proliant 385,

Sun V210, V440, V490 and Dell servers. De-commissioned servers and network

hardware including routers, switches, and terminal servers. Configured Ilo

for Windows team and provided key support to network, storage and telecom

personnel. Maintained copper and fiber cables; oversaw hardware inventory

and Elevation inventory records. Resolved fiber connectivity and polarity

issues as well as problems with faulty Emulex cards and HBA's. Utilized X-

term application to import and export back-up records to library storage.

Monitored critical building infrastructure servicing data center.

. Established reputation as valuable resource to numerous technical

teams, including telecom, networking, and storage teams.

. Racked, cabled, and labeled of new and relocated equipment.

. Met deadline expectations for all installations and work requests on

consistent basis. Assured maintenance of low average resolution rate.

Computer Specialist :

2004-2008

Chosen to provide tech team leadership during purchase of State Street

Research by BlackRock Solutions. Delivered expert desktop support to

personnel equipment and electronics including workstations, printers,

Blackberries, RSA token, and wireless projectors. Diagnosed technical

issues for applications, VPN, Citrix remote access and network

connectivity. Set up workstation telephones and maintained daily Audix tape

backups. Trained and supervised new hires in troubleshooting major

applications including Call Center PFPC system, Bloomberg, and Factset.

. Stepped in to solve complex problems with difficult users, employing

conflict management and troubleshooting skills to ensure fast and

successful completion of all projects.

. Trained new team members and interns in telecom and PC setup and

troubleshooting.

PIERRE ANTOINE DESANGES ( Page 2 ( *******@*****.***

STATE STREET RESEARCH, Boston, Massachusetts

Desktop Support Specialist::

2000-2004

Provided helpdesk support to clients regarding workstations, Blackberries,

company standards applications, and wireless projectors. Built and

configured desktops and laptops. Provided key network support in VPN, dial

connectivity, and Citrix remote access. Created new user accounts and

mailboxes in Active Directory and Exchange.

. Established reputation as team builder and leader, contributing to

improved atmosphere of teamwork and collaboration.

NOTE: Additional professional experience includes Helpdesk Specialist at

Curry College and End User Services Consultant at IBM Global Services.

Details upon request.

EDUCATION

Bachelor of Science in General Studies (Honors)

Suffolk University, Boston, Massachusetts

CERTIFICATION

CompTIA A+ Certified PC Technician [ID# COMP10289851]

. Microsoft Certified Professional: Windows NT, MCP [ID# 2136889]

Microsoft Certified Professional: 2154 Implementing & Administering Windows

2000 Directory Services

Supporting Microsoft Windows NT 4.0-Enterprise Technologies

PROFESSIONAL DEVELOPMENT

. Preparation for CCE Certification: ASR Data Smart, Forensics Tool Kit

(FTK), DiskEdit, Pro- Discover

Computer Security Plus: Rhode Island Community College

Introduction and Intermediate to Unix: Rhode Island Community College

Implementing & Administering Win XP Network Infrastructure: New Horizons

Implementing & Administering Win 2k Infrastructure: Clark University

Microsoft Certified Systems Engineer in Training: Wentworth Institute

A Plus Tech Service: Wentworth Institute of Technology

Intro to PC & Internet: Harvard University

MetLife Legal Compliance & Ethics Training Center: Insider Trading:

Avoiding Risky Behavior

MetLife Legal Compliance & Ethics Training Center: Business Ethics

MetLife Legal Compliance & Ethics Training Center: Fraud Awareness

Key Computer Services, LLC: CCE Bootcamp

PROFESSIONAL MEMBERSHIPS

CCRI Forensics Club

EastBay ToastMasters Club

LANGUAGES (FLUENT)

English

French

Haitian-Creole

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