Customer Service Software
Resume:
George J Ogilvie Jr
Riverside, CT 06878
**********@*****.***
[pic]
Summary
Solution-focused, team oriented Senior Technology Professional seeking to
contribute training and acquired skills within a Helpdesk Support role.
Works well independently, or in a group setting providing all facets of
computer help desk support such as troubleshooting, installations, and
maintenance. In-depth knowledge and understanding of numerous software
packages and operating systems. Skilled in providing Customer and End-User
Help Desk Support. Easily identify and resolve technical issues and
concerns. Excellent communication and presentation capabilities.
[pic]
Experience
Town of Greenwich
Greenwich, CT
Help Desk Analyst - Contract position
October 2010 to January 2011
. Provided functional and technical support, troubleshooting and
diagnosing hardware and software problems.
. Remote control troubleshooting and software installation via Altiris
Console.
. Active Directory and Lotus Notes password resets.
Diageo NA
Norwalk, CT
Computer Deployment Specialist - Contract position
February 2010 to June 2010
. In charge of building, configuring, and deploying desktop and laptop
computers for users nationwide.
Deloitte
Wilton, CT
Senior Technology Support Analyst
June 2000 to May
2009
. Provided functional and technical support, troubleshooting and
diagnosing hardware and software problems, including desktop, laptop,
WAN, LAN, VPN, and remote systems.
. Assisted in the installation and updating of software, as well as the
setup and troubleshooting of all equipment.
. Rollout and deployment of operating system transitions, i.e. XP to
Vista. Trained users in functional differences between both operating
systems and MS office.
. Tracked and de-escalated technology and both computer and printer
equipment systems.
. Expertly installed, configured, monitored and troubleshot PC's and
related hardware on all OS platforms.
. Identified and removed computer virus and malware.
. Resolved Windows related issues, Internet Explorer issues and other PC
software related issues.
. Installation and configuration of wireless email devices: i.e.
Blackberry and Windows Mobile.
Stamford Hospital System
Stamford, CT
Level I Customer Service - Contract position
April 2000 to June 2000
. Primary responsibilities are to troubleshoot application, printing,
and network connectivity issues for approximately 1500 end users in an
NT and UNIX environment of 2000+ workstations and printers.
. Created user accounts and mailboxes in Active Directory. Use of basic
TCP/IP troubleshooting commands to discern connectivity issues.
. Applications supported also included various commercially available
Health Systems software packages such as HBOC Suite (Clinical Data,
Patient Registration, Laboratory Data, Operating Room Scheduling and
Material Management). Regenerated drive images for workstation
deployment.
Pitney Bowes - Transcape
Shelton, CT
Level I Help Desk - Contract position
July 1999 to January 2000
. Provided remote support to company technicians on proprietary hardware
and software package.
. Performed remote diagnostics via PC Anywhere. Kept running log of
trouble tickets in Lotus Notes.
. Resolved installation and connectivity issues, concerning TCP/IP or
IPX/SPX protocols, either hardware or software related.
National Alarm Pro
Monroe, CT
Network Support - Contract position
September 1998 to May 1999
. Wired and configured 10-user TCP/IP peer-to-peer network from hub to
jack.
. Coordinated and oversaw day-to-day computer operations.
. Instructed and assisted subordinates and supervisors in identifying
and resolving problems.
Alden O. Sherman
Norwalk, CT
Shipping Clerk
December 1997 to September 1998
. Packaging, shipping and receiving of aerospace components per Military
Specifications.
Protective Alarms Inc
Cos Cob, CT
Computer Support Technician
October 1989 to May 1997
. In charge of all aspects of personal computer support including, but
not limited to; hardware/software installation and troubleshooting,
LAN cabling and termination, data entry, database management.
Planning, installation and service of burglar alarm, card access
systems, closed circuit TV, and fire alarms.
[pic]
Education and Training
New Horizons
Shelton, CT
Maintaining and Troubleshooting Windows Vista Computers, Supporting Users
Running the MS Windows XP Operating System, Supporting Users Running
Applications on the MS Windows XP Operating System, CompTIA A+, CompTIA
Security+.
NextAge
Norwalk, CT
Supporting Microsoft NT 4.0 Core Technologies, Administrating Microsoft NT
4.0, Networking Essentials.
Norwalk Community College
Norwalk, CT
Advanced Traffic Management, Motor Transport, Freight Claims & Hazardous
Materials, Freight Rates, Interstate Commerce Law, and Import/Export
Practice.
ITIL Foundation v3 Boot Camp and Certification
[pic]
Skills & Certifications
Technical: Installation and configuration of Windows NT/2K/XP/Vista/Windows
7. Novell Netware. Active Directory and Exchange account maintenance.
Lotus Notes, Service Desk, Remedy, Altiris, ticket reporting. ManageSoft
Software Manager. Microsoft Office 2000/2003/2007, Symantec Anti-Virus &
Ghost, and McAfee Anti-Virus. Adobe Acrobat. VPN Troubleshooting. Spyware
and virus removal. VMWare and Microsoft Virtual Machine. Installation and
configuration of SAP. Provide end user training when installing operating
system or software package upgrades. Troubleshooting and installation of
motherboards, power supplies, hard drives, modems, audio and video cards,
memory, network interface cards, SCSI adapters, CD-ROM, CD/DVD-RW,
connectivity problems; wireless hard wired. HP, Lenovo and Toshiba laptop
computers service. Data recovery from fixed and removable media.
Troubleshooting of wireless email devices; Palm Treo, Windows Mobile, and
Blackberry.
Certification: ITIL Foundation v3. HP and Xerox, monochrome and color
printer certified. Lenovo and HP laptop certified.
[pic]
Additional
HONORABLE DISCHARGE United States Marine Corps - H-46 Helicopter Crew
Chief, Military Police Officer
Top Secret Security Clearance - Inactive
Contact this candidate