Software Computer

Mark LeBow

*** ***** ******, *********, ** ****0

H 201-***-**** ? M 201-***-**** ? ****.******@*******.***

www.linkedin.com/in/mlebow

Summary

Detail-oriented I.T. client support analyst who consistently solves

problems, maintains a service-level agreement (SLA) rate in high 80s, and

rarely needs to escalate issues. Skilled user trainer with strong people

and communication skills. Specialist in desktop maintenance, user

applications, hardware breakdown, and repair. Highly experienced with

Windows operating systems, system imaging, remote access software, PDA

software, Microsoft Office suite, Adobe Acrobat and Photoshop. Consistently

looking to enhance skills and embrace new technologies. Microsoft A+

hardware and Dell Warranty Parts certified.

Expertise

Windows Vista Enterprise

Windows XP Pro

Microsoft Office 2007 & 2003

Microsoft Project 2003

Microsoft Visio

Microsoft Active Directory

Adobe Acrobat Pro

Adobe Photoshop

Magic ticketing system

Remedy ticketing system

Symantec Ghost

Symantec Anti-Virus

Altiris

Cisco VPN Client

Blackberry

AT&T/Sprint Treo

SMS

Safe Boot encryption software

Business Experience

May 08 - Sep 09 KPMG, LLP Montvale, NJ

Associate Technical Analyst

Respond to questions and maintain proper operation of

desktop/laptop computer hardware and software for 2000 users,

including desktop, laptop, and handheld devices, during both

business and off-hours. Set up computer equipment for new

hires. Track corporate computer inventory and repair

activity. Help manage the disposal of obsolete technology

equipment through recycling.

. To replace a malfunctioning Palm Treo PDA for an

employee scheduled to embark on a business trip within

hours, reserved a replacement with the corporate

wireless group; obtained approval from a company

partner; and picked up, configured, and delivered the

replacement. Results: Business trip accomplished on

schedule; thank-you email from the user to the

supervisor.

Oct 07 - Nov 07 Innovative Technology Solutions, LLC Manalapan, NJ

Desktop Support Engineer (temporary consulting position)

Respond to user's requests and maintain proper operation of

desktop computer hardware and software for the 80 users. Set

up computer equipment for new hires. Track corporate computer

inventory and repair activity

Dec 03 - Sep 07 The Medicines Company Parsippany, NJ

Deskside Support Specialist

Respond to questions and maintain proper operation of

desktop/laptop computer hardware and software for 350+ users

at the corporate headquarters and in the field, including

desktop, laptop, and handheld devices, during business hours.

Set up computer equipment for new hires. Tracked corporate

computer inventory and repair activity. Help manage the

disposal of obsolete technology equipment through recycling.

Managed the user accounts via Microsoft Active Directory.

Instrumental in the upgrade of user's systems from Windows

2000 Professional to Windows XP Professional in 2006,

averaging 3 systems a day.

. CFO was working from home and called in to inform my

supervisor that he needed a router connected to a second

computer. Was asked to drive up to his house to look

into the issue. Upon arrival assessed the situation then

ran a new LAN cable from the router to where the

additional computer was located. Assured network

connectivity and that the CFO was able to log into the

corporate network via VPN. CFO verbally thanked my

supervisor for my assistance.

Education

Certification in Computer Electronics and Networking Technology, Computer

Learning Center,

Paramus, NJ, 1996

Coursework

AC and DC theory

Analog devices and circuits

Digital and microprocessor concepts

Computer architecture and servicing techniques

PC repair and diagnostic software applications

Novell networking technology: CNE prep

Certifications

Comp TIA A+ Core/DOS-Windows

Dell Warranty Parts Direct

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