Engineer Support

RESUME

Tony Hart-Wilden

***** ******* ****** *** **, Sherman Oaks, CA 91403

Tel 818-***-**** e-mail *********@*****.***

United States citizen

GENERAL SUMMARY

. Over 10 years of hardware and software support in leading fortune 500

companies including those in the banking, and entertainment sectors,

working on sites of up to 2,000 users

. Positions have included second and third line, desktop and executive

support

EMPLOYMENT HISTORY

Warner Bros, Burbank, California

Feb 2009 - Present

Senior Support Analyst

. Desktop and executive support of over 2,000 users

. Remote support using Remote Desktop and Dameware

. Hardware support of PCs and printers

. Active Directory administration

. Phone support of remote clients

. Testing and assessment of hardware and software

. Blackberry support and server administration

. Build imaging and testing of PCs using Norton Ghost

. Call logging via Remedy helpdesk application

. Network port rewiring

. Documentation of software faults for technical database

. Co-coordinating department moves and installations

Toys R Us International Headquarters, Wayne, New Jersey

April 2007- Jan 2009

Senior Support Analyst

. Migration of over 1000 users including executives to a uniform XP

build

. Responsibility for build, testing and installation of P.C's

. 2ND and 3rd line support after deployment

. Inventory, documentation and tracking of hardware.

. Active directory, SQL database administration

. Configuration and network of laptops, and desktops

. Helpdesk responsibilities on a rotational basis

. Training of users in Microsoft applications

. Blackberry Support

. Hardware support and upgrade of PCs and printers

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Walt Disney\ ABC, Burbank, California

January 2006- March 2007

Senior Support Analyst

. Second, third line and executive support in a large corporate

environment of over 1000 users

. Hardware maintenance, and configuration and rebuild of P.C's and

Laptops

. Remote support using Pc Anywhere

. Call logging via Remedy helpdesk

. Network port rewiring and connectivity

. Advising on hardware and software requirements for specific

departments and users

. Installation and upgrade of hardware and software

. Support of Blackberry and PDA devices

. Special events support including the Academy Awards and Buena Vista

International Television screenings

Chase Manhattan Bank, London, U.K

July 1995- Nov 2005

Desktop Support Analyst

. First second and third line support of users and executives

. Co-ordination of departmental equipment moves

. Hardware repair and upgrade of P.C's and printers

. Having an active role in company I.T strategies and polices in a company

with over 1500 users

. Implementation of Windows XP company wide upgrade

. Creation of custom PC builds as per customer requirements using

Norton Ghost

. Contribution to technical support database

. Working independently in a team of 10 engineers supporting over

2000 users and 3 satellite sites

EDUCATION

. Bachelor's degree in Business Management, Southampton University, U.K

. Associate of Arts Degree in Computer Electronics and Technology,

Eastleigh Technical College, U.K

. HP/Compaq Certified Engineer. I.B.M Certified Engineer

. M.C.T.S SQL Server DBA 2005

TECHNICAL SKILLS

Application software

M.S Office, M.S Outlook, Lotus Notes, Lotus Smart Suite, Filemaker Pro,

Photoshop, Access, Citrix 7.0

Utilities/operating system

Windows 98/2000/NT/ XP/ Vista, Active Directory, Mac OS, Remedy, Royal

Blue Help desk, Norton Utilities, Mcafee anti-virus, Rumba 2003, SQL 6.5/

2000/SQL 2005, PC anywhere, TCP/IP, IPX/SPX, SAP, Ghost

Hardware

Compaq/I.B.M/Dell/Toshiba/PC's/Laptops/Servers, Apple Macs,

Blackberry/Palm Pilot wireless devices

Training courses

SQL Server 2005 Administration,Windows XP Support,Windows 2000 Support,

Novell 4.12 Administration,Windows 2000 server,Cisco Internetwork

troubleshooting

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