Customer Service Support

KENNY MORRISON

**** ****** ***.

Brooklyn N.Y. **236

Home Phone: 646-***-****

**********@*********.***

OBJECTIVE:

To apply my over 6 years of experience as a technical support/Desktop

support technician in an organization that requires strong problem solving

and critical thinking skills.

SUMMARY OF SKILLS:

. A+, Network+, Comptia CID: COMP001001219672 and MCP Certified.

. Customer support oriented, able to work in a dynamic and fast paced

environment; good communication skills; able to work unsupervised.

. Over 7+ years experience with Windows operating systems 2000, XP,

Vista and have beta tested Windows 7.

. Experience using active Directory to manage users. (New User setup,

Password changes, account lockouts, Security Permissions.

. Experience configuring and troubleshooting Microsoft Office

applications ensuring proper functionality.

. Experience configuring/troubleshooting Outlook XP and 3+ Outlook 2003.

. <1 Year experience install, configure and troubleshoot Lotus Notes.

. Install, activate and configure Palms/Blackberry with service provider

and to work with email servers(Exchange).

. Over one year working with virtual workstations such as Wyse thin

clients and Vmware.

. Web editing with various software titles, knowledge of HTML, PHP,

vbscripting.

. Extensive experience configuring network connection settings Windows

and other software titles that require special settings.

. Years Configuring, WINS,DHCP,TCP/IP, Proxy for different applications,

Cisco VPN and other secure remote connections.

. Experience using TCP/IP command line utilities (ping, tracert,

ipconfig, netstat, nbtstat, etc.).

. Years Remote Desktop support using, several different remote

troubleshooting software. Timbuktu, Dameware and Microsoft RDP.

EXPERIENCE:

08/2007 - 04/2009 Merrill Lynch (IBM) New York, NY

Level 2 Desktop Support (Investment Banking)

. Setup, Configure and troubleshoot virtual workstations

. Image and deploy Desktop as well as Laptop/w SecurID to end users.

. Remote access setup and support, Configuring access control through

Local user/Groups, Terminal services.

. Assist with SecurID Pin change, logins and issuing of access cards.

. Remote troubleshooting via Dameware.

. Heavy Blackberry support. Receiving new Blackberries, activating and

deploying them. Giving clients basic tutorial if necessary.

. Activating Blackberries with phone companies and BES. Synching and

troubleshooting hardware defects. Warranty replacements.

. Configuring outlook with Exchange server.

. Managing, Importing and Exporting PSTs/Data files.

. MS Outlook configuring to Add/Remove delegates, Share calendars.

. Use Scanpst and other utilities to check for and repair any corrupted

PST.

. MS Excel, Word and PowerPoint troubleshooting. Add/Remove plugins,

repair installation.

. Create daily SLA reports using data exported from Remedy/ITSM

. Manage users in Active roles server/Active Directory.

. Create spreadsheets for Desktop moves.

. Support remote (VPN)clients.

. Ticket management through Remedy's ITSM.

06/2006 - 06/2007 Bear Stearns (Design Strategy) New York, NY

Level 1-2 Support at Bear Stearns.

. Handle trouble tickets through Remedy Action Request system.

. Experience with local and roaming profiles.

. Basic to advanced networking configuring TCP/IP settings for Static or

DHCP. Proxy settings for various applications. Inbound/Outbound

firewall traffic configuration.

. Add/Remove hardware. Such as Dual and quad Video cards, various

expansion cards and memory upgrades, multiple monitor configuration

installs.

. Profile backup and restorations.

. Laptop upgrades .

. Image/Ghosting PCs for deployment. Install and configure Market Data

applications, such as Reuters, Bloomberg and various other vendor as

well as proprietary titles.

. Printer installs, print queue setup, printer mappings.

LAN installations, Drive mappings.

Onsite and Remote software installations.

Extensive TCP/IP configurations on various devices.

Active directory - Adding user accounts and workstations, password resets.

I handle multiple ongoing projects, prioritizing and completing to suit the

clients needs in a timely fashion.

10/1998- Present Self-employed New York, NY

PC Technician

. Provide exceptional customer service while exercising professional

communication skills.

. Analyze a client's needs and make purchasing recommendations.

Provide basic to advanced 1 on 1 tutoring of computer functions and

use of various software titles.

. Troubleshoot, diagnose, upgrade and repair inoperable computer

systems.

Install and configure secure hard-wired and wireless LANS.

. Remote support existing clients using logmein.com.

05/2004-10/2004 Pfizer (Manpower) New York, NY

Audio/Visual consultant

Helpdesk support

. Provide professional support for Audio/Video conferences and Net

meetings.

. Support and troubleshoot Video Conferencing equipment. Ex; Polycom,

Gentner, Extrons and Crestron control systems.

. Different projection systems for presentations including multi-camera,

multi-monitor displays.

. Interface with Conference Bridge and do tests prior to meetings.

. Resolve trouble tickets for network technical support and helpdesk

calls.

. Used Peregrine (ticketing) 5.0 to manage trouble tickets.

. Setup and configure Polycom video equipment (speech amplifiers and

cameras) with ISDN or IP connectivity.

02/2004-05/2004 Midtown Express Queens, NY

Cable Technician

. Monitored and maintained Time Warner Cable's communication equipment.

. Installed/Added/Removed and configured Cable modems, Wireless modems

and NICs to both Macintosh and PC systems. Configuring network

settings accordingly on each type of system.

. Installed analog and digital cable TV systems to HDTV, Plasma and Tube

TVs.

. Clean Neat Wiring by utilizing various hand/power tools. Provide

exceptional customer service.

MILITARY:

2000-2001 United States Army Aberdeen, MD

MOS (52D) Power Generation Equipment Repairer

Troubleshoot and repaired defective components with heavy emphasis on

Safety consideration; malfunctions; diagnosing. Direct/general support

concepts from repair to replacement of defective components and assemblies

of gasoline and diesel engines, electrical control systems of electric

power generators and associated equipment.

EDUCATION:

Completed New York Business Institute New York, NY

03/25/2009

Completed Cisco 640-802 CCNA Training.

5/2003 New Horizons Computer Learning New York, NY

Took and passed the revised Comptia A+ Hardware and Software courses; the

Network+; Microsoft official courses 2151b (Windows 2000 network and

operating system essentials and 2152c (Implementing Microsoft windows 2000

professional and server.

2001-2002 Devry University Queens, NY

Major: Computer Engineering/Computer Information Systems

References are available upon request.

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