Technical Support Software
Resume:
Duane Rockhead
**** ***** ******** ****** ***. **4
Margate, FL 33063
*********@*****.***
PROFESSIONAL PROFILE:
. Passionate IT Professional with over ten years of consulting and work
experience.
. Strong customer support experience on all organization tier levels.
. Strong problem solving skills with ability to translate Business needs
into IT solutions.
TECHNICAL EXPERIENCES & PROFICIENCES:
Development Languages: Visual Basic, HTML.
Databases: SQL, Access.
Operating Systems: Windows NT, 2000, Server 2003, Windows9x, ME, XP,
Vista, Windows7
Software: Microsoft Office 2003 and 2007, Lotus Notes, Veritas Tape
Backup
Ticketing Systems: Remedy, Siebel, Magic, Manage Now, Service Center.
PROFESSIONAL EXPERIENCE:
Information Support Specialist
Miami, Florida
Burger King Corporation (ACS-Xerox)
1/2008 to 6/2010
. Tasked with the assignment of hardware deployment which included
PC, laptops, and printers.
. Conducted user training sessions support for new Hardware and
Software.
. Created monthly report to track Desktop Support team metrics
against mandatory SLA goals.
. Lab tested software to be introduced in the production
environment against existing Image.
. Managed on site tape backup.
. Provided end user support local and remote sites.
IT Support Analyst
Fort Lauderdale, Florida
Regent Luxury Cruises (IBM)
2/2007 to 12/2007
. Assisted in setup and provided user training for key fob
authentication training.
. Blackberry Support.
. Hardware and Software installs/moves/adds/changes (IMACs)
. Worked with vendor and developers to create and tune custom
ticketing system.
. Managed on site inventory tracking.
. Assisted users locally and remotely by phone and remote
assistance independently.
. Provided on call coverage as needed.
Service Desk Analyst
Miami, Florida
Precision Response Corporation (Call Center)
5/2006 to 9/2006
. Hardware and Software support.
. Assist in troubleshooting with vendor applications as well as
proprietary applications.
. Support over 2000 users locally and internationally.
. Tracked all calls and emails with Remedy ticketing system.
Technical/ Desktop Analyst
Ft. Lauderdale, Florida
City of Ft. Lauderdale City Hall (Contract)
1/2006 to 3/2006
. Contracted from 8/2005 to 9/2005 and specifically requested
again 1/2006 to 3/2006.
. Assisted on OS Migration project from NT & win2k systems to
Windows XP and Server 2003.
. Installed and troubleshot apps such as Hansen, SunGard, Abacus
Law, and Nortel Callpilot.
. Provided hardware support via SMS and Remote Desktop.
. Tracked inventory.
Technical Analyst
Hollywood, Florida
Memorial Health Systems (Contract)
1/2005 to 4/2005
. Managed and provided support for hardware upgrade project to
included Desktop PC's and Printers.
. Provided over flow technical support while working on hardware
upgrade/install project.
. Worked with vendors and contractors to coordinate PC hardware
install for new Breast Center build and setup.
. Installed/Maintained/Troubleshot all networked printer issues,
HP LaserJet and Color series printers.
Technical Support Manager
Margate, Florida
Answer Group INC.
11/2002 to 1/2005
Gateway Computers INC. (Call Center)
. Managed technical support team for Business and Consumer
accounts for Gateway Computers.
. Hardware and software sales consulting.
. Provided technical consulting and policy training for new
employees.
. Supported all versions of Windows based operating systems.
. Assembled Product and Software issue escalation team.
System Admin/Technical Support
Miami, Florida
Innerhost INC. (now Peer 1)
8/2000 to 6/2001
. Installed COM/DCOM as well as client specific server
applications.
. Managed and used IIS for server side administration.
. Maintained and monitored over 500+ servers and thousands of
users all over the world.
. Assisted with on-going database and server applications
procurement as well maintain a current awareness of
technological developments and trends in software.
. Provided phone support in 24x7 worldwide Call Center.
. Troubleshot coding related problems with user and proprietary
web applications.
Independent PC Repair Consultant
South Florida
6/1999 to 2008
. Hardware and Software troubleshooting, maintenance, repairs, and
installations.
. Onsite technical support of all Windows based operating systems.
. Consumer and Small Business users, onsite support in the Dade,
Broward and Palm Beach Areas.
EDUCATION:
Florida International University
Miami, Florida
Bachelors of Business Administration in Management Information Systems
August 2000
Microsoft Certified Professional (MCP)
June 2001
References: Available upon request.
Contact this candidate