Software Technician

MARVIN E. KIDD

***** *****, ******* ** *****

313-***-**** mobile / 313-***-**** messages

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

TECHNICAL SUMMARY

Tools: Remote Desktop, VNC, LogMeIn, GIRS, Pinnacle,

Fidelity, SMRS, Remedy, VPN Client,

Tone and Probe Kit, Data Migration, Antivirus

Software (Symantec, Norton, McAfee)

Environments: Windows 95, 98, 2000, XP, Vista, 7, Server 2003, MS Office

2003/2007, IBM, Dell, HP,

AS400, Cisco Routers, Cisco Switches, Cisco

IP Phones, Multifunction Printers, Scanners,

TCP/IP, LAN, WAN, WLAN

PROFESSIONAL EXPERIENCE

Peak Systems 03/2010-5/2010

. JP Morgan Chase Bank

Network Printer Technician

Setup and configured multifunction HP Printers for local and network

connectivity

. Detroit Public Schools

Dell Deployment Technician

Performed asset inventory and software upgrades to all computers

within the DPS District.

Cyber Tech Computers 01/2009-03/2010

Computer Repair Technician (Volunteer)

. Diagnose, troubleshoot, and resolve PC hardware, software. Replace

defective components when necessary.

. Software installation and OS upgrades (Windows 98, 2K, XP, Vista, 7

etc.)

. Performed printer and scanner diagnostics and repairs.

. PC and laptop break/fix and imaging

. Virus, spyware and malware removal

Unisys Technical Services 09/2007-02/2009

Field Services Technician

. Provided 2nd and 3rd level deskside support to Detroit Public Schools

end users.

. Set configurations for ethernet and wireless network devices

. Troubleshoot router and switches and servers to resolve connectivity

issues and replaced defective components when necessary.

. Answer user inquiries regarding computer software or hardware

operation to resolve problems

. Setup and configured DPS Attendance Scanners and software

. PC and laptop imaging

. PC and laptop break/fix

. PC Renewal

. Blackberry and PDA software support

. Performed printer and scanner diagnostics and repairs (i.e. HP, Dell,

Lexmark, Canon etc.)

. Added new computers, multifunction printers and scanners to DPS

network.

. Performed data migrations

. Virus, spyware and malware removal

. Coordinated with Network Operations and IT staff to resolve complex

network connectivity issues

. Used SMRS ticket tracking system to manage and record daily incidents

. Used SMRS ticket tracking system to retrieve, document, open and close

service tickets.

Tech Team Global Inc. 03/2006 - 07/2007

Helpdesk Support Analyst

. Provided 1st level of technical support to Ford Motor Company end

users, Ford employees, suppliers, retirees.

. Handle heavy volume of calls from Ford employees and affiliated end

users.

. Provided remote assistant via telephone to resolve end users' software

issues

. Configure end user PCs for network to access to multiple printers via

remote assistant

. Documented and escalated trouble tickets to 2nd level support.

. Responsible for online request that included Exchange Server accounts,

Internet/website access, password resets, software licenses, and

proprietary applications.

. Used Remedy ticket tracking system to manage and expedite trouble

tickets in a timely manner.

EDUCATION

Focus Hope Information Technologies Center 08/2001 - 05/2002

Major: Cisco Network Administration

Microsoft Windows Server Administrator (currently pursuing)

CERTIFICATION

CompTIA A+ Certification

CCNA Certificate of Credit

Dell Certifications: (printer, desktops, laptops)

Contact this candidate