Help Desk Software

Charles J. Saylor

*** ****** **** *******, ** ***22

901-***-**** *********@*****.***

An Information Technology professional experienced as a network/desktop

support technician and help desk services.

Summary of Qualifications

Installation, configuration and repair for new or existing desktops,

laptops, server hardware and printers.

Perform daily monitoring checklists to determine network usage, backup

completion on IBM blade servers and Terminal Server error logs.

Provide help desk assistance to users, answer questions to resolve computer

related problems using an on line help desk software program, in person or

by telephone.

Communicate effectively with technical and non-technical personnel in order

to resolve their specific problem quickly and accurately.

Installation and maintain network cabling and routers.

Professional Experience

Wurzburg, Inc. April 1995 - May 2010

Network Support/Help Desk Technician

Monitors, trouble shoot system, perform hardware and software upgrades,

maintenance support for desktop computers, laptops, printers. Complete

audits of desktop computers for unauthorized programs and files on a

monthly basis.

Provide local and remote desktop support for corporate headquarters as well

as 10 satellite locations for a 200+ user network using Remote Desktop and

VNC.

Planned, managed and completed with approval the upgrade of all

workstations to Windows XP Professional and MS Office to meet a specific

date for completion.

Create, remove network and email accounts, change network rights, group

management and install network printers to ensure accessibility using

Active Directory, MS Exchange and Server 2003.

Back up for Telecommunications Manager for telephone equipment, voice mail

and PDA devices.

Recommend hardware and software upgrades, procured quotes from vendors,

purchase computer equipment for IT department adhering to budget assigned

for expenditures.

Created and maintained an accurate inventory list of all computer equipment

and software license agreements. Ensured there was proper disposal of

outdated computers to an established recycling company or trade in program.

Traveled to offsite and branch locations as required to transport

equipment, materials and respond to emergency situations.

Operating Systems

Windows 98/XP, Server 2000/2003, Microsoft Exchange, Novell

Software/ Tools

MS Office, Word Perfect, LogMeIn 123, AVG and Avira anti virus, Cisco

VPN, Malware Bytes, Open Audit, Symantec Ghost, Activant Help Desk

software.

Walgreen's Distribution Center

Computer Operations/Office Supervisor

Supervision of 14 employees in the data center and general office areas

which included 2 shifts of computer operators and data entry personnel.

Responsible for inventory control and release of merchandise to stores in a

timely manner to meet ad dates, submission of state and federal reports for

controlled drug and tobacco items within the distribution center.

AS - Computer Operations Technology - Southwest Tennessee Community College

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