Help Desk Information Technology

-Charles V. Tolson Jr.

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

Norristown, PA 19401

484-***-****

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

OBJECTIVE I wish to find a position that will allow me to develop

experience using my educational background in combination with previous and

current work experience in the Information Technology field. I am seeking

new challenges to broaden my areas of expertise and to use my skills to the

best of my ability in a team-oriented workplace.

PROFILE Solid Skills in SQL, Basic Cisco Commands and Human Computer

Interface.

Substantial experience using MS Windows applications

Ability to explain and troubleshoot computer issues in person and over the

phone.

EDUCATION

Cabrini College, Radnor, PA

B.S., Computer Information Science (May 2009)

EXPERIENCE

January 2008 - September 2010 Philadelphia Inquirer, Norristown, PA

Courier (Part time)

. Deliver newspapers to customers who subscribe

Apr 2010 - August 2010 Hotwire Communications, Wynnewood, PA

. Technical Assistance (Contract position)

. .Resolve Internet connectivity, cable, and phone issues

. .Use basic Cisco commands in VLAN switches and modems to diagnosis

and resolve connectivity issues

. .Submitted work orders to field technicians to resolve issues that

could not be handled remotely

. .Used the software "Team Viewer" for remote assistance

. .Orion by Solar Winds to monitor networks

. .Add and delete modems from DCHP server

January 2010 - February 2010 Wyeth/Pfizer, Frazer, PA

Help Desk (Contract position)

.Hired to assist help desk team with the merger of the email client

Outlook from GroupWise while they were in the transition of

outsourcing there help desk

.Answered and responded to requests/calls (via phone and email) in

support of the email migration from GroupWise to Outlook.

.Logged and tracked requests/calls into Wyeth's Service Center

(Pergrine) incident tracking system

.Supported GroupWise web and the process of retrieving archived email

messages.

.Reset Passwords/Account Lockouts through Active Directory

.Escalation of problems to level 2 to ensure timely resolution of

issues/problems

.Used MVFL (My Virtual Floor Lead) for issues that affected many

people or a specific location i.e. server down

.Used Net Meeting and Novell to remote onto client's computers for

assistance

June 2009 - November. 2009 Highpoint solutions, King of Prussia, PA

Help Desk Analyst (Contract position)

.Resolved Wireless Internet connectivity issues (Windows XP, Vista,

and 7)

.Used Bomgar assistance to access computers remotely

.Provided PDA support for Cephalon Pharmaceutical Representatives

.Added printers, fax machines and scanners to computers by remotely

connecting via Bomgar

.Cleaned computers of virus, malware, spyware and adware

.Used footprints ticketing system to log tickets

. Write SQL commands to gather specific (select statements)

January 2008 - May 2009 Cabrini College, Radnor, PA

Help Desk (Student Worker)

.Reset student and faculty passwords to enable Internet and Intranet

access

.Registered students and faculty for Internet access

.Installed / uninstall programs and anti-virus software.

.Reformatted computers after backing up data via flash drive and/or

external hard drive

.Performed basic troubleshooting via phone and desk side support

.Mapped Network drives.

.Set-up computers, monitors, screens, and projectors across campus

for incoming students, conferences and seminars

Contact this candidate