Customer Service Sales
Resume:
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:
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 problem s. 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 cli ent 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. Participated as an
active team member in any project or assignment as defined by management.
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 ticketi ng
system, aided in technical service sales and was responsible for promoting loss prevention. Responded to and resolved custome r
requests and complaints, as necessary. Acted as a role model for Team C.A.R.E. values and the EASY Selling Model in all intera ctions
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 wi th
connectivity problems, computer lockouts and printer problems. Interfaced with end users, handling inquiries regar ding system
configuration and operating systems. Effectively rendered technical advice to non -technical personnel, with a keen ability to 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 07/97 – 06/03
Programmer/Analyst, IT Department 05/95 – 07/97
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.
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