Support Technician

Robert Miller Jr.

**** ********** *****, ***.*** ( Concord, NC 28027 ( Tel: 917-***-**** (

Email: ***********@*****.***

IT Desktop / Network Support Professional

PROFESSIONAL SUMMARY

IT Support Professional with proven expertise in troubleshooting and

supporting hardware, software, and telecom / networking issues. Detail

oriented with proven ability to reach a targeted goal. Strong

organizational skills, helpful, attentive, patient and works well with

clients and colleagues.

TECHNICAL SKILLS

Applications: Active Directory, MS Office 97/2000/XP/2007/2008, MS Outlook

98-2007, Entourage, Internet Explorer, Safari, Firefox, Lotus Notes and

Bloomberg

Platforms: PC and Apple Desktops, Laptops and Tablet PC

O/S: Windows 9x, NT, 2000, XP, Windows 7, Server 2003 / 2008, Mac 10.x

Leopard / Tiger

Networking: TCP/IP, VPN, LAN/WAN, Cisco Routers, Switches Cabling and

Wireless

Telecom: Avaya Definity G3, Nortel PCM 400, Audix Intuity voice mail

system, Call Pilot voice mail system.

Tools: Tight VNC, SMS, Norton's Ghost, Remedy, I-manage, Delta View

Other: Blackberry, PDA's, Printers, Projectors

EDUCATION

UNIVERSITY of PHOENIX, Charlotte, NC 2/10 -

Present

. Currently pursuing AAIT with a concentration majoring in Networking

PROFESSIONAL EXPERIENCE

Hewlett Packard / Bank of America, Charlotte, NC

ITO Service Delivery Consultant- Contract 1/11

- 5/11

. Coordinated customer requests for Moves, Adds, and Changes of

equipment and circuitry.

. Activated, revised and removed software features in accordance with

service order instructions.

. Tracked and controlled voice, data, pager, cellular and video repair

and installation activities.

. Coordinated completion of pending service orders with customers,

technicians, vendors and office personnel.

. Interfaced with customers to ensure proper escalation and problem

resolution during outages and periods of degraded system performance.

. Identified problems, determined course of action, and assembled

resources required to apply typical solutions to communication

problems.

TIAA-CREF, Charlotte, NC

Network Technician - Contract

11/10 - 1/11

. Install, rack and stack Cisco 6500 Routers

Price Waterhouse Coopers, Charlotte, NC

Field Services Specialist- Contract

8/10 - 9/10

. Imaged and configured Lenovo and Dell Laptops using Ghost for End of

Lease swaps and new user rollouts

. Troubleshoot, support, resolved and escalated problems in a timely

manner while following department policies

. Complied with standard operating procedures and checklists in

delivering quality solutions and service

. Documented, resolved and closed all work orders in a timely fashion

Herman Miller, Charlotte, NC

Network Technician - Contract

2/10 - 2/10

. Decommissioned and replaced existing Cisco router and switch

. Configured and commissioned new Cisco router and switch for existing

port usage

. Established and tested VOIP connections for existing telecom ports

Cline Davis & Mann, New York, NY

Computer Support Specialist

2/08 - 12/08

. Provided 2nd level remote desktop / network support to users

experiencing issues on PC and Mac platforms

. Imaged & configured PC and Mac desktops and laptops to user department

specifications

. Assisted users with establishing network connections to printers,

servers and email client accounts

HSBC, New York, NY

Systems Technician

6/05 - 2/08

. Accountable for Remote Technical Support in the tri-state NY, NJ, CT

regional offices

. Remotely administered, configured and resolved user desktop, laptop,

printer and telecom issues

. Assisted in network upgrades, conversions and connectivity testing

between Cisco routers and switches

The Eleven Agency / Microsoft, New York, NY

Microsoft Tablet PC Demonstrator - Contract 4/05 -

6/05

. Educated and demonstrated MS Tablet PC functionality and capabilities

to CE store consumers

. Provided in-depth knowledge on how to use tools such as handwriting

recognition and ink notation

. Trained store employees on functionality and usability to increase

sales and consumer awareness

GM Mediaworks, New York, NY

Desktop Support Specialist - Contract

10/04 - 5/05

. Provided software / hardware support, installation and configuration

for Desktops, Laptops, Printers & PDA's

. Troubleshoot and resolved user issues pertaining to Windows XP, Office

XP and Lotus Notes

. Setup, configured and supported AV system for PowerPoint / video

presentations and conferences

CGI, Bethpage, NY

Desktop Support Specialist

10/03 - 10/04

. Imaged and configured Dell desktops / laptops for new user rollouts

and user upgrades

. Administered Novell user access by performing add, moves, changes and

password resets for user accounts

. Performed printer maintenance on HP LaserJet and Lanier Multi-

functional printers

Time Warner Cable, Jamaica, NY

Level 3 Technician - Contract

5/03 - 10/03

. Provided Level 3 technical support to residential and business

subscribers using Road Runner internet services

. Supported subscribers with installation and configuration of Toshiba

and RCA wireless and cable modems

. Resolved networking issues pertaining to TCP/IP and WAP configurations

on both Windows and MAC platforms

Cravath, Swaine & Moore LLP, New York, NY

Desktop Support Specialist - Contract

5/02 - 5/03

. Provided 2nd and 3rd level Desktop Support to 1500+ users

. Migrated, imaged and configured IBM laptops and desktops from Windows

2000 to Windows XP

. Assisted in Token-Ring to Ethernet conversion by means of

troubleshooting port to patch panel connection.

Bank of New York, New York, NY

Desktop Support Specialist - Contract

11/01 - 5/02

. Installed, configured and documented deployed hardware, including

desktops, laptops and printers.

. Imaged desktops and laptops using Norton's Ghost to Windows 2000 and

XP platforms

. Troubleshoot and supported issues via Windows XP Remote Assistance

tool

ZIFF Davis Media, New York, NY

Technical Analyst - Contract

4/01 - 11/01

. Provided 1st and 2nd Level Help Desk / Desktop support to end users

experiencing desktop and laptop issues

. Troubleshoot; setup and configured desktops and laptops to Windows

NT/2000.

. Assisted users with Novell and GroupWise issues pertaining to user

profile updates.

Bloomberg LP, New York, NY

Technical Support Specialist - Contract

5/00 - 4/01

. Provided phone support pertaining to the Bloomberg system installation

with technicians nationwide.

. Monitored LAN/WAN/VLAN connectivity for clients local and remote sites

using HP Openview.

. Provided helpdesk support for all issues pertaining to 56K, ISDN and

T1/T3 lines.

TD Waterhouse, New York, NY

Desktop Support Specialist

7/98 - 5/00

. Level one phone support contact for account holders and traders

experiencing issues in Windows environments.

. Troubleshoot, support, documented and resolved customer and user

issues.

CHASE Manhattan Bank, Jericho, NY

Online Support Specialist

7/95 - 7/98

. Provided 1st and 2nd level phone support for customers experiencing

issues with Chase Online Banking software

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