Software Technician

Andre Rivers

*** ******* ******, ******, ** ***** . 732-***-**** .

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CERTIFICATIONS

MCDST (Microsoft Certified Desktop Support Technician), June 2010

MCP (Microsoft Certified Professional), May 2010

Network+ Certified, May 2010

A+ Certified Technician, March 2010[pic]

TECHNICAL SKILLS AND QUALIFICATIONS

Operating Systems - Windows 95/98/Me/NT 4.0/2000/XP/Vista/Windows 7,

Windows Server 2005, 2003, 2000

Networking - LAN/WAN, TCP/IP, NetBIOS, IPX/SPX, VPN, DHCP, DNS, FTP, HTML,

POP3, SMTP

Applications - MS Office 97/2000/2003, MS Outlook, Outlook Express, Siebel

7.0, Symantec, Adobe Acrobat and PDF.

Databases - MS SQL 2005

Hardware - IBM Compatible PCs, Workstations, Ethernet & Token Ring

Protocols, Blu-Ray, Bluetooth, Infrared, Network Adapters, Mother Boards,

Video & Sound Cards, Monitors, DVD/CD-ROM Drives, Memory Chips

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PROFESSIONAL EXPERIENCE

NWN Corporation (Independent Contractor)

Computer Implementation Technician - April 2009-May 2009(Contract)

. Assisted in major rollout to Windows XP for approximately 30,000+

workstations and 8,000 laptops.

. Utilized Symantec ghost cloning software on new computers and upgraded

hardware components when necessary.

. Read installation drawings, blueprints and other job specifications in

order to install desktop and laptop computers

. Reviewed planned activities and communicated time estimates with

client.

. Installed computer related hardware and peripherals.

. Investigated hardware and software issues and performed diagnostic

testing.

. Troubleshooted network connectivity issues with Network Administrator.

Schwab Performance Technologies (Modis IT Consulting)

Technical Support Representative - June 2008-Feb 2009 (Contract)

. Provided 1st level support for users of the Schwab Performance

Technologies website including: Navigation of the site, application

tools and computer system software & hardware requirements.

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. Provided specialist support of applications systems including support

of new business needs, problem resolution & product upgrades patches.

. Escalated issues accordingly to the appropriate departments for

resolution.

. Entered & tracked all incoming issues into the Siebel 7.0 software.

. Followed up on existing issues via Siebel queue & resolved and/or

escalated when necessary.

. Worked with senior technicians to resolve issues in a timely manner.

. Assisted to create user account profiles and deactivate for software

products.

. Provided software installation and upgrade print drivers compatible

with software.

. Utilized test database to replicate customer problems.

. Troubleshooted user problems associated with software, hardware &

network access (Windows XP MS SQL Server 2005, 2003, 2000).

Data Networks & Co. (Greene Resources)

Computer Implementation Technician - Oct 2007-Nov 2007 (Contract)

. Assisted in major rollout to Windows XP for approximately 30,000+

workstations and 8,000 laptops. Utilized Symantec ghost cloning

software on new computers and upgraded hardware components when

necessary.

. Read installation drawings, blueprints and other job specifications in

order to install desktop and laptop computers

. Review planned activities and communicated time estimates with client.

. Installed computer related hardware and peripherals.

. Investigated hardware and software issues and performed diagnostic

testing.

. Troubleshot network connectivity issues with Network Administrator.

Prudential/Wachovia LLC (Adecco)

Help Desk Analyst/Client Relations Rep - Aug 1998-Aug 1999 (Contract)

. Provided 1st level desktop support via telephone assisting branch

offices nationwide.

. Supported Windows NT Operating Systems (Windows 2000/Novell Networks

Server, MS Office Suite 1998 and MS Outlook technology).

. Opened and created tickets for password resets and mainframe access.

Waterhouse Securities, LLC (Today's Staffing)

Help Desk Analyst - Mar 1998 - Jun-1998 (Contract)

. Provided status logs on incoming help desk calls for on-line trading

access.

. Enabled and disabled accounts for on-line access.

. Reset end user passwords and routed service requests to level 2

administrative area and management.

. Explained how to navigate through product service, sent marketing

brochures and software versions.

EDUCATION:

John F. Kennedy HS

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