Technical Support Executive Staff
Resume:
PAUL A. BAKER SUMMIT, N.J. *7901
*.*******.*****@*****.***
Technical
DESKTOP SUPPORT SPECIALIST
Summary
Solution focused and enthusiastic IT Support professional with over ten years experience
providing incident resolution solutions for software, hardware and networks within a Certifications:
Windows environment. Strong communication, customer-service, analytical and planning MCTS - Pending
SCO Unix
skills. Equally effective working independently or collaborating as a member of a team.
Administration
PROFESSIONAL EXPERIENCE Hardware:
Servers
Tape Libraries
Desktop End User Support 10/2005 – 11/2010
SAN
IBM Corporation, Jamaica
Expansion Array
Providing technical support via telephone, remote control and desk side in an enterprise environment
KVM
for over 600 users running Windows OS including Windows 2000, Windows XP and Windows Vista.
Switches
Network Printers
Performing hardware break/fix repairs for all related computer hardware as required including printers,
Blackberry/PDA
and managing vendor relationships for associated in warranty repairs and support.
Platforms:
Troubleshooting issues with Microsoft Office 2003/2007 including Outlook, Excel, Word Windows 2000 SVR
Windows 2003 SVR
Monitor and manage help desk request queue (BMC Remedy) and ensure that generated tickets are Windows 2000
resolved within SLA targets. Windows XP Pro
Windows Vista
Technical Support Analyst 02/2004 – 10/2005 Windows 7
Diageo – Red Stripe, Jamaica Active Directory
Providing “all levels” technical support for staff at Head Office and eight (8) remote sites.
Networks:
Ethernet
Ensure that relevant systems as backed up as per Department guidelines and restore requests are LAN/WAN
processed on timely basis. WIFI
TCP/IP
Setup and configuration of handheld devices used by Sales executives including Ipaq/Blackberry/Palm DNS
in an enterprise environment. DHCP
VPN
Providing on call support for all desktop emergencies include 24X7 support for Senior Executive staff.
Software:
Network Administrator 04/1998 – 02/2004 MS Office 2K7
The Gleaner Company Ltd, Jamaica Managesoft
Maintenance and support of the company’s LAN and WAN with a user base of over 300 workstations MS Project
MS Visio
and 20 servers running mission critical applications for production and business systems.
MS Word
Ms Excel
Installation and configuration/customization of all programmable devices as required. These include
MS Outlook
proprietary hardware used in the newspaper business.
MS Exchange 5.5
Veritas
Having an in depth understanding of the commands used on different systems to control output
Symantec Client
peripherals, network, storage devices and CPU utilization.
Firewall
Citrix Metaframe
Terminal Services
EDUCATION
Remote Desktop
IBM Ayudame
Diploma in Computer Studies 1998
University of Technology (UTECH), Jamaica
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