Help Desk Technical Support

SUMMARY:

. Help Desk Analyst Certified Professional with 15+ years of experience

. 10+ years of support in different environments including Windows,

Mainframe

. Experience working in Production Support, Technical Support, Data

Centers, Network Operations, and Help Desk.

PROFESSIONAL EXPERIENCE:

IBM Greenville, SC

2003 - 2010

Help Desk Analyst

. Performed data recovery on lost and deleted files.

. Troubleshoot problems for end -users on XP Operating Systems.

. Supported PC hardware and ordered replacement parts.

. Provided support for PDA, Smart-phone hardware.

. Granted user access for online applications.

. Supported wireless user access.

. Supported remote user access.

. Coordinated and implemented data recovery training.

. Provided support for First - level call resolutions for end users.

. Used Tivoli Storage Manager (TSM) for Tape Back Up Software.

Michelin Tire Corp. Greenville, SC

1995 - 2003

Help Desk Analyst

. Provided first call resolution for end users.

. Confirmed and reset password for users.

. Performed backup recovery and sent tapes offsite for disaster

recovery.

. Provided support for user to setup printers for use.

. Provided support for Microsoft applications (Word, Excel, Access).

. Provided support to Lotus Notes Upgrade.

. Assisted First Level Support to meet SLA agreement and commitment to

Customer.

Multi-User Coordinator/Technical Support

. Troubleshoot any technical support issues.

. Performed network diagnostics and determined support group for

escalations.

Data Recovery Specialist

. Provided Support for end users.

. Located and replaced data back to original location when data was

moved to a different location.

Mainframe Operator

. Monitored CICS applications, Token Rings, MVS Operating Systems, and

Repair amended batch jobs to complete process.

Met Life Greenville, SC 1980 -

1995

Network Operations Analyst - Data Center

. Responsible for monitoring Batch Files, CICS, Token Ring, MVS in the

Data Center

Tape Librarian

. Monitor Tape Drives and Load and Mount Cartridges

. File Tapes back into original location.

UNITED STATES ARMY/RESERVES:

1977 - 2000

Honorable Discharge

EDUCATION and PROFESSIONAL TRAINING:

Spartanburg Community College Spartanburg, SC

Associate's Degree, Business Management

PROFESSIONAL CERTICATIONS:

Help Desk Institute, Help Desk Analyst Certified

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