Support Maintenance

RENFORD RILEY

*** **** ***** ****, ********** GA. 30052, Cell: 678-***-****

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

Summary:

9+ years of providing excellent customer satisfaction at the desktop

support level

Experience using Active Directory to maintain user permissions.

Experience supporting Active directory and mobile devices (i.e. Blackberry,

Treos, etc.)

Intermediate CCNA working with wireless routers, access point devices,

connecting wireless workstation and Laptops to the network.

4 years of experience setting up and configuring Windows XP.

6 years of experience setting up and configuring Windows 2000 professional

9 years of experience supporting lan's, wan's, modems, nic cards, sound

cards, video cards, backup drives, hard drives and memory. PC installs,

and troubleshooting (IBM's, Compaq's, HP's, Dell's).

Software experience - Win 2000, Win XP, Sever 2003, Vista, IIS 4.0, MS

Office, Lotus NotesR5 - R6, Pcanywhere, Ghost, Dameware, Adaware.

CERTIFICATIONS

. MCP+ I, MCSE 4.0 1999

. Trained in Lotus NotesR5 (Client install and administration)

2000

. Trained in Win2k (Workstation & Server) administration

2001

. CCNA 2001

EMPLOYMENT

H&R Block, Atlanta, GA 2007- Present

Desktop Support Technician (FST) - Seasonal worker

. Provided LAN II & III support for 39 District H&R block Offices around

Atlanta.

. Installing Server 2003, POS, Rapid Refund server and Windows XP

workstations to Multiple H&R Block offices. Managed file systems and

resources, secured system,

. Daily tasks setting up and configuring network Pc's and local printers.

. Configured software on POS and Rapid Refund Pc's.

. Giving local and remote phone support to end users and using office-to-

office Shell program to trouble shoot remote users when they encounter

problems.

. Keeping track of inventory and maintenance of office equipment.

Kaiser Permanente, Atlanta, GA 2005 - 2007

Desktop Support Analyst (DCA) - Contracted out

. Provided LAN II support for 4500 desktops at multiple Sites in and around

the Atlanta area.

. Supporting desktop hardware/software using Symantec Ghost for re-imaging,

and using Active Directory to add and remove user and permissions.

. Responding to help desk calls using Remedy Call Center; determining

problems and coordinating solutions such as swapping devices out or

initiating vendor calls; doing follow-ups with users and IT Support

Services, and updating Remedy cases as required.

Continue...

. Hands on experience trouble shooting Win 2000 and Windows XP.

. Troubleshooting MS Office issues, software problems and Lotus Notes 6.5

issues.

. Documenting and logging all activities as required, coordinating

solutions as requested and escalating and notifying management and

customers appropriately, updating inventories.

. Providing mobile Blackberry user support and asset management.

. Maintenance of data cabling and custom patching in wiring closets.

. Setting up training and presentation rooms.

. Keeping track of inventory and maintenance of office equipment.

MCKESSON TECHNICAL SUPPORT, Boston, MA 2001-2005

Senior Desktop Support Engineer - Supporting Harvard Vanguard

. Provided LAN II & III support for two Sites (360 PC's) and remote users.

. Played a major role in a project rollout of 3000 new Dell's for all of

Harvard Vanguard.

. Re-imaging Dell PC's with Ghost HVMA standard image. Managing user and

group accounts.

. Provided support, troubleshooting, and maintenance of network and local

printers.

. Training end users on how to login and use Lotus Notes, Office (97, 2000)

and in-grown apps.

. Managing presentation setups using laptops and projectors (Infocus), at

both Sites.

. Local and remote phone support using PcAnywhere to help remote user

problems.

. Specialized in Palm & Windows Ce installs and support for the end users.

Installing and configuring Lotus NotesR5 (client) and numerous software

packages.

. Keeping track of inventory and maintenance of office equipment.

Adecco Technical, Boston, MA. 1999-

2001

Desktop Support - contracted out to State Street Bank

. Provided LAN II & III support both local and remote.

. Setting up and configuring network and local printers. Training end

users, setting up presentations using laptops and projectors, giving

local and remote phone support to end users.

. Making ghost images for desktops and laptops, Creating and managing user

and group accounts.

. Doing daily backups of Servers and file recovery using Backupexec 6.5.

Specialized in Palm Desktop rollout and support for the end user.

Installing and configuring Lotus NotesR5 (client).

PROFESSIONAL TRAINING

XINTRA, Cisco training Program, Quincy, MA 2001

Certificate in Cisco Routers and Switches (CCNA)

BOSTON UNIVERSITY, Computer Career Center, Boston, MA 1998-1999

Certificate in NT 4.0 Administration/ Internet Information Server & Proxy

Server

NORTHEAST INSTITUTE, Boston, MA

Certificate for Industrial Electronics program

EDUCATION

BOSTON TECHNICAL HIGH SCHOOL, Boston, MA 1985

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