Help Desk Software

KENNETH HUNTER

OBJECTIVE

To work as a help desk analyst within an IT department

PROFESSIONAL SKILLS

Computer Hardware: Cisco Switches Series 2500, 2900 and Cisco Catalyst

Series XL, Dell Poweredge, HP/Compaq Servers, Dell,

Compaq, Gateway,Toshiba and IBM micros; proficient

servicing all HP printers; supported over 60 Palm

devices and over 100 telecommuters using IBM

Thinkpads, Dell, Toshiba and Compaq/HP laptops; also

supported Blackberry devices

Computer Software: Proficient with the following network operating

systems and network applications: Microsoft NT 4.0,

Windows 2000/2003 server, Windows XP, Windows 7,

active directory, VPN; DHCP; TCP/IP. All MS Office

2000 Suites; WordPerfect; Lotus Notes, Versions 5 and

6; Imis Financial Application

Network Backup Software: Arcserve, Ultrabac and Backup Exec

Disk Imaging Software: Altiris and Rapideploy

Lucent Phone Software: Intuity and Definity operating systems

Remote Control Software: Remotelyanywhere, SMS and IBM Tivoli

Help Desk Software: Track-it and Remedy

EDUCATION

DePaul University (Chicago, IL)

Bachelor of Arts, English Communications

Minor, Computer Science

HDI Customer Support Specialist Certification

EMPLOYMENT

10/07 to Present

ACT Monitor Technician

Lifewatch (Rosemont, IL)

. Responsible for supporting ACT Heart monitor. This device uses a smart

phone that runs Windows Mobile. The cell phone is connected to a heart

sensor using a Bluetooth connection.

06/07 to 07/07

Printer Technician

Hewlett Packard/Synova (Downers Grove, IL)

. Responsible for going onsite to diagnose and repair HP desktops,

laptops, laser printers and plotters

05/06 to 06/07

Help Desk Technician

Smart Technology Services (Chicago, IL)

. Provided level one troubleshooting/help desk support of problems

. Created and routed help desk tickets for the Chicago Public School

system

. Responsible for supporting industry standard applications such as VPN,

Windows XP, Windows 2000, Microsoft Office 2000/2003 and Outlook 2003

. Supported and troubleshot Blackberry connectivity to Microsoft Outlook

2003

. Supported wireless connectivity issue

. Had to troubleshoot VPN issues

11/05 to 01/06

Support Specialist

IBM LTS, Jones Lang LaSalle (Chicago, IL)

. Configured Dell desktop and laptop computers, as well a Blackberry

devices for end users

. Supported Windows XP, Microsoft Office 2000/2003 and Outlook 2003

. Setup and supported laptops with VPN connectivity for end users

04/05 to 10/05

Support Specialist

IBM LTS, Uniqema (Chicago, IL)

. Performed system backups and restores utilizing Backup Exec software

. Supported software, including Windows 2000, Windows XP, Tivoli, Lotus

Notes Versions 5 and 6, Lotus Sametime and Ghost

. Monitored the IBM Manage now help desk ticket queue

. Used remote control tools to connect to PCs to troubleshoot and

resolve problems

12/04 to 02/05

Help Desk Analyst

Rehabilitation Institute of Chicago (Chicago, IL)

. Answered first level support calls on a daily basis

. Supported personal computers and printers, telephones, LAN

connectivity and all Microsoft and hospital applications

. Took all calls using Remedy help desk software

05/98 to 10/04

LAN Administrator/Help Desk Analyst/Phone Administrator

American Health Information Management Association (Chicago, IL)

. Maintained LAN and PC hardware and software, as well as Lucent

Technologies Intuity and Definity systems, severs and printers

. Setup and maintained Novell 5 (ZENworks) and Microsoft Windows NT and

2000 servers

. Performed backups using Arcserve, Backup Exec and Ultrabac

. Supported 100+ telecommuters using Remotelyanywhere software

. Troubleshot and supported PDA devices

. Supported telecommuters connectivity using vpn

05/96 to 05/98

Help Desk Technician

Bank Financial (land Park, IL)

. Troubleshot various network problems and maintained system backups

. Repaired all personal computers and peripheral equipment in all bank

branches

. Supported over 100 Novell network client machines in a field service

environment

09/95 to 05/96

Systems Engineer

LaSalle Information Systems (Chicago, IL)

. Setup and maintained Microsoft and Novell file servers for various

companies

. Performed all maintenance, hardware and software support on file

servers, personal computer and printers

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