Customer Service Help Desk

Marc DePriest

** ******* ******, ******, **, ****8 / 781-***-**** / ******@*******.***

Objective: A position as a Help Desk Technician.

Technical Skills:

Operating Systems S oftware Desktop Support

•Windows Vista •MS Office Suites: 2007 •Hardware/Drivers

•Windows XP •Lotus Notes •Software Installs/Upgrades

•Windows 2000 •Adobe Acrobat •Printers/Peripherals

•Windows NT •Norton’s Ghost

•McAfee, Norton’s System Works

Professional Training:

Boston University Corporate Education Center

Three month full time “hands on” certificate program in Web Page Design.

•HTML •PhotoShop •Dreamweaver •Flash

Computer Learning Center

Completed a 900-hour “hands-on” certificate program in PC Technical Support.

•100% attendance •Internship Program •Member of Student Services Organization

Education:

University of Massachusetts at Boston

B.A., English.

Experience:

12/03-3/09 – ITW Devcon/Plexus… Help Desk Analyst

All aspects of Desktop Help Desk Support including:

• support for Windows 2000, Windows XP, Office 2002 and Outlook 2002

• remote access using VPNs with Corente Client and VNC

• installation of software including Act 6.0, Diver,

• support for company intranet web site

• installation of hardware such as hard drives and NIC cards, wireless cards.

• setup and configuration of new computers

10/03 – 11/03 – New Balance….. Contract Position

•Assisted in the rollout of Windows XP Professional, using Norton’s Ghost 6.0.

• Configured computers for Lotus Notes 6.0.2, VPN.

09/01 – 04/03- BMB Associates…..Help Desk Analyst

All aspects of Desktop Help Desk Support including:

• ghosting of computers using Norton’s Ghost software

• support for Windows NT, Lotus Notes 4.6, and Office 97

• remote access using AT&T global dialer

• installation of software including WinFax Pro 8.03 and Adobe Acrobat

• installation of hardware such as NIC cards, modems and palm pilots.

• installation and support of Windows NT and Windows XP

06/00 – 4/01- The Yankee Group….. Help Desk Analyst

All aspects of Desktop Help Desk including:

•ghosting of computers with new images

• installation and support of Windows 95, Windows 98 and Windows 2000, Office 2000, Lotus Notes

•support of remote access

•installation of software, including Retrospect, Tivoli and Adobe

•installation of hardware such as CD-ROMS, NIC cards, modems, and palm pilots.

10/97 – 4/00-American Science & Engineering….. Help Desk Analyst

All aspects of Desktop Help Desk including:

•installation and support of Office 97 and 2000, Fourth Shift, Visio and IE5

•configuring computers for a Windows NT 4.0 network

•assistance in Windows NT 4.0 administration

•installation of hardware including CD-ROMs, modems and NIC cards

•created documentation and procedures for installation of software.

7/97-8/97-Catalink Direct Contract Position

•Assisted in the rollout of Windows 95, including desktops and laptops

• Configured computers for Novell NetWare, modems, and fax software.

5/97-6/97-Entex Contract Position

•Assisted in an inventory of computer systems

•loaded SMS in order to convert companies network from Novell to Windows NT environment

•Installed and configured antivirus software

•performed troubleshooting and repairs during installation in Windows 3.1, 3.11 and Windows 95 environments.

3/97-4/97-Merkert Enterprises,Inc. Contract Position

•Upgraded memory

•installed harddrives

•performed tape backups •loaded DOS 6.22, MS Office, Windows 3.11 and Windows 95

• Assisted in the conversion of a Novell to a Windows NT network

2/97-3/97-Digital Equipment Corporation Contract Position

•Installed CD-ROMs, tape backup systems

•downloaded software in a Windows 95 environment.

1/97-2/97-Entex Contract Position

•Installed NIC cards, CD-ROMs

•added memory

•downloaded software from Novell and Windows NT networks.

12/96-1/97-Bardon-Trimount Contract Position

•Assisted in the dismantling and reassembling of an approximately 35-node network during companies’ relocation.

9/96-10/96-Digital Equipment Corporation Contract Position

•Installed tape backup systems, CD-ROMs, modems, NIC cards and video cards

•loaded software for several projects.

8/96-8/96-Private Healthcare Systems Contract Position

•Installed internal and external tape backup systems

•loaded MSOffice.

9/96-10/96-Compucustom Contract Position

•Performed building, customizing and configuring of computers from the shell to customer specifications.

6/96-7/96-Boston Computer Society Contract Position

Team Leader for Waltham Teachers Project

Duties included : •delegation of various duties to interns

•assisted in installing DOS 5.0

•utilizing diagnostics

• connecting printers and modems to pre-owned computers.

2/87-11/95-Liberty Bank and Trust Company

Accounting Clerk: Duties included settlement of CDs Repurchase Agreements, Treasury Tax and Loan Account,

Master Card/VISA account, Federal Reserve Reconciliation and Daily Case Position of Bank, Monthly Income and

Expense Statements, Statements of Condition and Operating Income and Expense Statement. Responsible for accounts

receivable and monthly accrual of securities.

5/86-12/87-Guaranty First Trust Company

Management Trainee-Head Teller: Responsibilities included supervision of three-teller branch, branch cash flow and

customer service.

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