Technician Desktop Support
Resume:
Edward Coyne
Summary of Skills Broad based experience in the areas of technical
support encompassing Help Desk & Desktop Support.
Possess excellent interpersonal, organization and
communication skills.
Operating Systems
Windows NT, 95, 98, 2000, XP, Vista, 7, Mac Os OS
9, OS10-10.5.2
Novell SUSE
Microsoft
Microsoft Office 97, 2000, XP,2003, 2007 Windows
mobile 5, 6, Active Directory
CC:mail, GroupWise 5.0 - 8.0, Outlook, Entourage,
Lotus Notes 6.5, 7.0 Common Time, Notfilink,
Sametime, Windows Live mail
Design:
Adobe PhotoShop, Quark, Dreamweaver
Call Tracking: Terck, Hp Service desk solutions,
Remedy, Magic, Applex
Smart Phone / Mobile: BlackBerry, Windows mobile 5,
6, Treo 600-850 (With Palm and Wndows Mobile OS ),
IPhone, Android 1.5 - 2.2
Remote Software: Dameware, Consol One Remote
Vmware, Logmein, SCCM remote, Windows remote
desktop
Other Applications:
DDS, Media tools, Citrix, Ghost, IMS, Iprint, Ad
Views, Mediabank, Radar 88 Consol one,, Unity,
Quadremed, PeopleSoft, Verizon Web Center, Web
term, OAM, Siemens EDM, BMC Impact
Professional
experience 10/09-Present New York City Health and Hospitals
Lead Help Desk Analyst
Call center support for users at HHC hospitals in
Queens, North Manhattan and Brooklyn Regions
. . Trouble shooting issues with Novell, Windows
XP, Unity, Quadramed,, Ms office 2003, GroupWise
7.0 - 8.0 and active directory
. . Review Tickets placed in the Remedy call
tracking system for proper trouble shooting and
call routing
. . Write and Review Documentation for the Help
Desk Knowledge base . . Contact outsourced venders
regarding Product issues
9/08-3/09 Weil, Gotshal & Manges
Help Desk Support ( 6 Month Contract)
. . Call Center Support for 3500+ users
troubleshooting Windows XP, Office 2000-2003,
Novell, Lotus Notes 6.5, Desksite, Citrix, Docs
open
6/08-8/08 Uniworld
Desktop support (2 month contract)
Desktop support for 200 users troubleshooting
Windows XP, Outlook 2007, Microsoft Office 2007
,PDA issues
. .Deployment of Office 2007 including upgrade from
outlook 2000 to Outlook 2007
10/05- 4/08 Publicis Groupe
Desktop Support
Desktop support for 1200 users troubleshooting
Windows 98 XP, Novell GroupWise, Lotus Notes 7.0,
DDS, Media Tools, Ad Views, Microsoft Office,PDA
issues
. . Desktop support Technician in charge of Gm
Planworks, Rowland Commutations. Lifebrands
medical, Mannging Salvige and Lee business units of
Publicis group
. Key Support Technician in NYC area for migration
from GroupWise to Lotus Notes 7
. . Key Support Technician in NYC area for Common
Time software issues on PDAs For all business units
of Publicis Group
. Desktop Support Technician in charge of Lotus
Notes Deployment for GM Planworks in New York
. Key Desktop support Technician for deployment for
Lotus Notes to NYC area
.Desktop support Technician in charge of locking
down all workstations for GM Planworks, Rowland
Communications and lifebrands medical
. Desktop Technician in charge of troubleshoot
Video conference system for Gm Planworks
.Desktop support Technician in charge of inventory
refresh for Mediavest and life brands New York
offices
7/00 - 10/05 Saatchi & Saatchi, New York, New
York
Help Desk Lead Technician
Call Center Support for 2000+ users troubleshooting
Windows 95, 98 XP, Novell GroupWise, Mac OS 9, Mac
OS X, Microsoft Office, as well as general Internet
issues involving Netscape (Navigator /
Communicator) and Internet Explorer.
. Desktop support for approximately 1500 users
. Technician in charge of new user training
. Configuration and distribution of loaner and
presentation laptop and projector pools
. Provided training on supported applications for
both user community and IT staff
. Provided training for presentation equipment and
video conferencing rooms
. Documentation of Help Desk procedures
. Creating training materials for user community
. Alpha and beta testing of company intranet with
integrated document management system
12/98 - 6/00 National Multiple Sclerosis Society
New York, New York
Technical Support Representative
Initiate a proactive help desk, serving as a
general representative from the national office to
over 70 nationwide chapters. Troubleshoot NT,
E-mail and general Internet problems.
. Provided general hardware/software support for
100 local users
Education New Horizons New
York, NY
3/08 Time management
3/04 Costumer service
The Career Center New York, NY
9/98 A+ Certification Course
8/98 Windows NT Course
Management services New York, NY
7/95 Crisis intervention
6/95 Conflict resolution
Queensborough Community College of C.U.N.Y.
Bayside, New York
2/95- 2/97
Community Action 9/98 -6/08 Youth of Ethical Society's
Brooklyn, NY
Adult Advisor
. Run Discussion groups for teens from 13-18 on
current events
.Taught classes on Drama and Basic computer skills
.Provide Crisis intervention and Conflict
resolution as needed Coordinating with leadership
of Brooklyn Ethical Culture
642 72
Stre g
j et Brooklyn NY 11209
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