Technician Software

PAUL LUKENOVICH, A+, NETWORK+, CNA

*** ********* ***** ****

Patterson, New York 12563

Cell: 914-***-****

E-mail: ****.**********@*****.***

DESKTOP SUPPORT SPECIALIST

Profile: Talented Desktop Support Specialist with multiple certifications

(A+, Network+, CNA), and over ten years of progressively responsible IT

experience. Expertise includes: multi-platform environments (Windows

2k3/2k/NT Exchange, Novell 5/4/3 Servers), LANs/WANs, Windows

7/Vista/XP/2K/NT/98/95 systems, workstation install and setup, system

backup, TCP/IP and technical infrastructure. Reputation for dedicated

teamwork, high energy work ethic, and a commitment to excellent customer

service.

Experience:

Lukenet - Independant Contractor

Hardware, Software, Windows Operating System Troubleshooting, Anti-Virus,

Spyware removal

Computer Technician/Desktop Support Specialist, (Contractor) 06/09 -

Present

Desktop Support Services, Windows operating system troubleshooting and

optimization, Spyware removal, Virus removal, File Backup to external

media, troubleshoot printer related problems. Hardware Refresh - PC/Laptop

Depot repair, Software Installation and Configuration, Email Installation

(MS Outlook 2007) Configuration and Administration.

NXP, INC. - Fishkill, NY - www.nxp.com

Manufacturers of semiconductors, system solutions and software

Second Tier IT Desktop Support Specialist, (Contractor) 05/07 - 06/09

Desktop Support Services, including responsibility for incident response to

IT end users.

Troubleshoot for end users with computer, network, printing related

problems. Assisted end users with general requests, IT and Facilities

related inquires. Assisted in developing processes, policies and procedures

that improve day-to-day IT operations. Hardware Refresh - PC/Laptop

Deployment, Software Installation and Configuration

Email Installation (MS Outlook 2007) Configuration and Administration.

Processed desktop system Move, Add, or Change requests. Utilized HP

OpenView Service Desk ticketing tool to manage related incidents and

problems.

BOEHRINGER INGELHEIM PHARMACEUTICALS, INC. - Ridgefield, CT -

www.boehringer-ingelheim.com

Manufacturers of prescription medicines and over-the-counter

pharmaceuticals

Associate Systems Analyst - IT Customer Services, (Contractor) 07/06 -

02/07

Responded to and resolved questions received from the client community via

telephone calls, voice mails and e-mails, in accordance with established

service level standards. Provided client desk side support in accordance

with the SLA's response time to client calls to the Help Desk. Utilized

established call handling software and other administrative tools as

required. Participated as an interactive team member with all other IT

staff members and departments, assuring required support and

communications.

STAPLES - Westchester County, NY - www.staples.com

The Office Superstore

STAPLES Easy Mobile Technician, 05/05 - 05/06

Supported the technical needs of 12 stores located in Westchester County,

New York.

Managed and performed all Mobile Technician work, drove technical service

revenues, managed all jobs through the Ruscomp ticketing system, aided in

technical service sales and was responsible for promoting loss prevention.

Responded to and resolved customer requests and complaints, as necessary.

Acted as a role model for Team C.A.R.E. values and the EASY Selling Model

in all interactions and communications with customers, associates, and

managers, with the purpose of fostering a service culture.

INTERNATIONAL BUSINESS MACHINES - Fishkill, NY - www.ibm.com

Manufacturers of advanced computer systems, software, and microelectronics

IBM Global Services Help Desk Analyst, (Contractor) 08/04 - 05/05

Supported Campbell Soup, Pepperidge Farms and Godiva Chocolate U.S.

locations.

Diagnosed and resolved difficult problems in the areas of hardware,

applications and operating systems. Assisted end users with connectivity

problems, computer lockouts and printer problems. Interfaced with end

users, handling inquiries regarding system configuration and operating

systems. Address technical issues and close out customer tickets in a

timely manner.

SCHOTT CORPORATION - Yonkers, NY - www.us.schott.com

High-tech glass company providing industrial and scientific glass worldwide

Network Administrator, IT Department 05/95 - 06/03

Administered Novell NetWare, Windows NT and Lotus-Domino Servers.

Assembled, configured and maintained all servers, desktop computers and

laptops on- site. Designed backup and disaster recovery programs for

Novell, Windows and Domino Servers. Introduced network security evaluations

and anti-virus procedures. Negotiated with vendors, purchased hardware and

software and approved and routed departmental bills. Developed, documented

and maintained Corporate Communication Internet and Intranet. Created high

impact PowerPoint presentations for the HR, Marketing and Sales

Departments. Authored Policies and Procedures Manual, including: Antivirus

Policy, Firewall Policy, Desktop Policy, Laptop Policy, Internet Usage

Policy and Security Awareness.

CompUSA - Paramus, NJ - www.compusa.com

The Computer Superstore

Senior Technician, Tech Department 01/95 - 07/96

Diagnosed, repaired and upgraded IBM, Compudyne and Apple computers.

Interacted with onsite customers to diagnose and repair computer hardware

and software. Provided helpdesk support for hardware, software and

operating systems. Repaired and rebuilt Hewlett Packard and Apple printers.

Upgrades Technician, Upgrades Department 05/94 - 01/95

Recommended upgrade path for IBM and Apple computers. Explained technical

specifications of boxed products to non-technical customers in a friendly,

courteous manner. Interacted with customers to upgrade processor speed and

memory capacity. Provided advice for hardware, software and operating

systems.

Computer/Networking Skills:

Operating Systems:

Windows 7/Vista/XP/98/95/3x, Novell 5x/4x/3x, NT 4.0 Workstation, MS-DOS,

OS/400

Protocols/Networks:

TCP/IP, IPX/SPX, Ethernet 10/100 Base-T, Token Ring.

Languages:

HTML, Java, Visual Basic, RPG and CL for IBM AS/400.

Software:

Microsoft Office Professional, Outlook, Visio, MS Exchange, Lotus Notes,

Citrix, ARCserve,

Norton/McAfee Anti-Virus, Ghost, Quark, Flash, Photoshop.

Hardware:

Intel, AMD, IBM, Apple, Dell, Compaq, AS/400, Cisco routers.

Education:

TRACK ON

Paramus, New Jersey

C.N.A. Novell NetWare Administration

PACE BUSINESS SCHOOL

Yonkers, New York

Associates Degree Computer Programming

CompTIA

A+

Network +

"Paul is a motivated self-starter with an excellent grasp for detail. He is

creative in his problem solving and consistently guides his projects

through to a successful conclusion. He maintains a positive, professional

outlook and is skilled in interacting with people at all levels of an

organization."

-Excerpt from Reference

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