Mary A. Pastor

*** ********* *****, #***, ******** Beach, VA 23462

757-***-****-home 757-***-****-cell

abkc6s@r.postjobfree.com

OJECTIVE: To obtain a position with growth potential and promotional

opportunities. Superior customer service and

technical skills to assist end users.

TECHNICAL SKILLS:

Software: Office XP, Office 2000, Office 97, Access 97, Borland C++, CICS,

DB2, COBOL, MS Visual Basic 6, Advanced VB, SCO Unix, Micro Focus,

OS/MVS/JCL, SQL, Java, Java Script, IMS, Visible Analyst, HTML, Networking,

Symantec pcAnywhere, Anti Virus protection.

SOFTWARE:, MS Outlook, Lotus Notes, Win XP, Win 2002, Win 2003, Win 2000

Professional, Win 9x, MS-DOS, Windows 3.11, and Windows NT Workstation

Hardware: Install cards, setup memory, prepare drives; upgrade operating

systems; custom operating system installations, device driver setup,

applications and peripherals to allocate system resources; troubleshoot

hardware and device driver systems errors; install new technology; log on

to the Web and download drivers; power conditioning; setup modems

EDUCATION:

Bachelor of Science Degree in Computer Information Systems, 1999

DeVry Institute of Technology - Phoenix, Arizona

MCP Certified 2003, Networking+ Certified 2004, A+ Certified 2004

PC Desktop Support Course, 2000, PC Success LLC - Milford, CT

EXPERIENCE:

10/08-01/09,Contractor/Computer Operator for Dendrite International, Tek

Systems, Chesapeake, VA

. Contracted to work in the Operations Center

. Assisted both daytime shifts as backup Computer Operator

. Used an application called Tree Size to quickly more easily find out

the amount of space used on any given drive

. Conduct start/stop requests as needed for a specified server

. Forward HP Openview alerts when they arrive to either ODC or the on-

call technician and on the NetIQ alerts and forward to ODC Overseas

Data Center)

. Use Magic to open tickets as needed for alerts and start/stop requests

. Clean out Metrics and Incoming queues in Magic (forward open tickets

to assigned group or send Incident/Impact reports to client that it

relates to)

. Also learning how to do the tape backups when it came to swapping them

out to replacing on the server floor

. Also managed backups between using Data Protector and Operations

Backup Database

03/08-09/08. Contractor/Desktop Support Specialist, ETI Professionals,

Norfolk, VA

. Working for Army Corps of Engineers in assisting with refresh for Ace-

IT

. Assemble new workstations and install the standard load as required by

the Army Corps of Engineers

. When a scan is run, assist with upgrading software (i.e.-Adobe

Acrobat, Flash Player, etc)

. Run updates on end users PC's as needed

o (i.e.-Windows, Adobe Reader, QuickTime, etc)

. Answer Help Desk calls as needed when they come in and close ticket

when resolved

. Do constant follow up to make sure all PC's are running smoothly

. Utilize Remedy ticketing system to assign, track, and close tickets

when it is resolved

. Troubleshoot end user issues (i.e.-printer, PC, software, network

connectivity, etc) until resolved

. Conduct installs as directed by Remedy ticketing system (i.e.-Pure

Edge, Approve-It, Filemaker Pro, Acrobat Pro, etc)

. Distribute tickets accordingly to members of tech support team

06/07-10/07,12/07- 02/08, Contractor/Computer Operator for Tek

Systems/Cegedim Dendrite, Chesaapeake, VA

. Contracted to work in the Operations Center

. Work with techs on the NetIQ alerts and forward to ODC (Overseas Data

Center)

. Conduct start/stop requests as needed for a specified server

. Assist with Sunday maintenance work (rebooting, starting, and stopping

servers)

. Forward HP Openview alerts when they arrive to either ODC or the on-

call technician

. Use Magic to open tickets as needed for alerts and start/stop requests

. Clean out Metrics and Incoming queues in Magic (forward open tickets

to assigned group or send Incident/Impact reports to client that it

relates to)

. Assist with Disaster Recovery and work in tape storage inventorying

media (doing one bin at a time barcoding each tape)

. The next phase of the Disaster Recovery was to scan, conduct data

entry, and then send archived media to Iron Mountain for storage

Mary A. Pastor

Page 2

12/06-05/07, Contractor/LAN Administrator for NMCI project for EDS at Naval

Operations Base, World IT Solutions, Landover, MD

. Take classified and unclassified calls from both Navy and Marines

. Perform password resets as needed or requested

. Set up new Outlook e-mail accounts

. Assist end users with their CAC card setup (running the CLO script)

. Verify end users with confidential NMCI 4-digit pin

. Referenced Active Directory to check the status of an end user account

. Utilized Account Reset Tool to refresh account and reset password for

end user on their domain

. Utilized the in house POD (password on demand) when taking call for

assistance with password resets

o This means you do not have access to perform the above action

for intended group

. Enforce accounts back after making any necessary in Active Directory

for an end user account

. Escalate calls to Tier 2 Technical Support as needed

. Update user profiles in Remedy as needed in the Remedy Account Tool

. Assist with software pushes and updates and forward them to the

Software Distribution Department

. Obtain assistance to set up new RAS accounts for remote access

. Remote into end user's PC using Tivoli or Netmeeting as needed

08/05-05/06, Computer Support Specialist, Dataline, Inc., Norfolk, VA

. Go into Mole, look at Engineering Schedule, see who is available that

day

. Be the back up for the Virginia Pilot (monitoring, e-mail, voice mail,

advances)

. At 10 & 4 pm, send monitoring report to the Virginia Pilot help desk

. Use Dark Horse to open new tickets, close finished tickets, track

calls, current contracts,

. Consolidate ESS spreadsheet against Mole

. Act as the primary administrator for One Health Port

11/04 - 03/05, Help Desk Analyst, Finlay Fine Jewelry, Orange, CT

. Service Finlay employees at the fine jewelry counter at retail stores

such as Filene's, Lord & Taylor, Dillard's

. Service company specific software (GEMS, RDW, RMS)

. Assist with updates, resets, corrections

. Use pcAnywhere to remote into user's PC as needed

. Send out equipment replacements as needed (PC, printer, scanner, etc)

. Track equipment through UPS Tracking

04/04, On The Road PC Technician, Smartech Computer Services, Inc., Austin,

TX - As Needed Position

. Checked in with Supervisor on weekly basis

. When needed, met with technical support team

. Picked up parts needed for calls

. Swapped out parts on Dell desktops and laptops

. Serviced customers in Southeastern Connecticut

09/04 - 10/04, Consultant for GE in Shelton,CT, Manpower, Stamford, CT -

Short-Term Contract

. Installed company specific software for end users

. Worked directly with members of Help Desk team

. Kept track of progress within the project

. Checked in daily for follow up and status

12/03 - 01/04, Support Technician, Jupitermedia, Darien, CT - Temporary

Position

. Responded to incoming MS Outlook e-mails from users, generated

trouble tickets

. Utilized Track-It Audit and Inventory databases

. Handled branch offices in the U.S., France, Germany, Japan, and

England

. Worked on builds for users including both PC's and laptops

. Maintained office equipment (printers, fax machines, etc)

. Changed expired VPN passwords using Hyena

. Handled hardware database, kept track of assets, and ran inventory

on PC's and laptops

MILITARY: 12MAY92-23MAR93

United States Air Force/ Desert Storm working in Materiel Storage &

Distribution; Honorable discharge

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