Customer Service Software
Resume:
Desktop Engineer/ System Administrator Resume
Title
Desktop Engineer/ System Administrator
Primary Skills
Systems Support
Location
US-FL-Orlando (will consider relocating)
Posted
Nov-30-11
RESUME DETAILS
Total Years IT Experience 8 Years Desk side Support Experience 8 Years Break/fix Experience 8 Years Field Tech Experience 8 Years Networking Experience 8 Years Dell PC and Laptop Experience 8 Year CompTIA
MCITP -- Enterprise Desktop Administrator Bachelors in Information Systems Security
Areas of Expertise
• A+ Certified
• Networking
• System Admin
• Linux
Help Desk
• Desktops/ Laptops
• Technical Support
DBMS, MS Office (Word, Power Point, Excel, Access), Web Development, HTML, C++, Siebel, MySQL, SQLite)
Computer Help Desk Technical Support Representative/Administrator Satelite Operator/Maintainer (JISC)
Educational Training:
Bachelor of Science in Information Technology Strayer University (Security)
Summary of Qualifications:
• Tier One/ Tier Two/Tier Three Technical Support: Phone and hands on
• Computer support: Troubleshooting/ Installations/ Maintenance
• In-depth knowledge and understanding of numerous software packages and operating
• systems. Skilled in providing customer and end-user help desk support1
• Easily identify and resolve technical issues and concerns
• Excellent communication and presentation capabilities
• Knowledge of multiple operating systems
Customer Support • System Analyst • Mac apps • Security
• Remote Desktop • Cisco • Project Lead
• Unix • VTC • Microsoft Active Directory • VolP
• (Linux, Mac Os X, Windows XP, Security +,
• Security Clearance: Secret • Passport
Work Experience
ITT Corporation 11/2010 -- Present Kandahar, Afghanistan
ADPE/Desktop Technician
Front line customer service help desk support with responsibilities for immediately responding to and resolving computer, printer, and network issues. Customers contact the help desk in person, by phone, using Remedy or sending emails. Made numerous high degree snap decisions while making detailed task records to ensure all work orders not resolved at the help desk are immediately assigned to the appropriate IT groups. Base lined Machines using various software suites (Ghost, Acronis, Windows Deployment Server). Setup and installed windows 2003 and 2008 servers physically and virtually. Installed, configured and Maintained Cisco switches and Routers.
Aecom/AC First
05/2010 -- 10/2010
System Administrator
Bagram, Afghanistan
Responsible for effective provisioning, installation/configuration,
operation, and maintenance of systems hardware and software and related infrastructure.
Participates in technical research and development to enable continuing innovation within the infrastructure.
Ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, volunteers, and Partners.
Ross Technologies 11/2009 -- 2/2010 Aberdeen Proving Grounds, MD US
IT Services Representative
Meets with assigned Customers to discuss financial and operational performance. Provides Executive Summary Reports to management to communicate significant information, actions, and decisions based on
these meetings, on quarterly basis.
Serves as Point of Contact for assigned customers to address and resolve customer complaints at the lowest possible level. Document complaints and/or commendations and processes for resolution and/or recognition. Provide System integration, expectation management, and dealing with unexpected and unusual situations on a daily basis.
Service Level Agreements - Provides technical support in development of service level agreements for assigned customers and responsibilities of each party and service performance measures.
Special Requirements Management: Works with customers to identify above baseline and/or mission IT support requirements. Develops and/or coordinates documentation of requirements, researches service deliverable alternatives. Prepares cost estimates and develops recommendations and timelines for implementation. Negotiates proposed solutions and reimbursement with customer. Develops management briefings to communicate status and timeline of Projects and Initiatives resulting from special requirements.
Fast Teks 8/2009 - 9/2009 Orlando, FL US
PC Tech - On Call
Repair, service, and restore parts, boards, and equipment for Dell, Compaq, Hewlett Packard, Toshiba, and Packard Bell computers Arrange workstations and hubs
Computer Configuration, Assembly
Desktop maintenance and repair
Hardware installation and configuration
Installation of scanners, printers, webcams, optical tools and modems (DSL & Dial-up) configurations
Supervisor's Name: Steve Maples
Supervisor's Phone: 407-***-****
JP Morgan Chase (conversion) 7/2009 - 7/2009 Orlando, FL US
Project Lead
Directed a three person team upgrading computer systems Inventoried, setup, and staged computer peripherals for pre conversion
operation
Imaged computers from remote locations Performed post conversion
MD National Guard DOIM 3/2008 - Present Reisterstown, MD US
IT Specialist
Directorate of Information Management Special Projects. Worked in the Network Operating Center with various systems and applications. Operated and monitor multiple terminals. I exercised my knowledge of data processing operations, equipment, procedures, and workflow and environmental requirements of mainframes, servers and other hardware. Developed, defined, assessed, and recommended concepts/ solutions to implement kiosk project deployment, policies and procedures. Communicated technical data processing information effectively both orally and in writing. Applied applicable rules, regulations, policies and procedures of the network operations center. Developed policies and procedures to maximize network operations Participated in satellite(JSCC and video conferencing) operations while performing project management on all network modifications(voice, video, and data), architecture, and enhancements
provided Satellite support for military operations
Created Active Directory Accounts
Used iDirect for satellite communications
installed satellite dishes, configured, troubleshoot satellite modems; tested connectivity between the Ethernet switchs and the end user computers, configured email clients, Internet client and core software applications on end user computers and performed other duties assigned.
Used software packages to remote into p.c.'s for trouble shooting Used and maintained Cisco routers and switches
Used Linux in special projects
VTC via satellite link
Supervisor's Name: Cliff A. Clay, Supervisor's Phone: 410-***-****
MD National Guard Present
Signal Soldier
1/2006 - Baltimore, MD US
Identify computer-user problems and coordinating to resolve them Install, configure and monitor local and wide-area networks, hardware and software Compile, enter and process information
Provide customer and network administration services such as passwords, electronic mail accounts, security and troubleshooting Construct, edit and test computer system programs
Conduct data system studies and prepare documentation and specifications for proposals
Assist in the design, preparation, editing and testing of computer programs
Interviewed users to evaluate problems and performed troubleshooting procedures
provided Satellite support for military operations
Created Active Directory Accounts
Used iDirect for satellite communications
installed satellite dishes, configured, troubleshoot satellite modems; tested connectivity between the Ethernet switchs and the end user computers, configured email clients, Internet client and core software applications on end user computers and performed other duties assigned.
Used software packages to remote into p.c.'s for trouble shooting Used and maintained Cisco routers and switches
CompUSA 12/2007
HelpDesk/Apple Sales
10/2006 -
Baltimore, MD US
Installs, configures and upgrades operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments.
Installs, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.
Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral
equipment problems; makes repairs and corrections where required. Acts as a technical resource in assisting users to resolve problems with
equipment and data; staffs a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required.
Makes hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
Assists in instructing City staff in the use of standard business and administrative software, including word processing, spreadsheets and database management; provides instruction or written documentation where required.
Assists with the planning, design, research and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and network technology and recommends modifications as necessary; and,
Performs other duties of a similar nature or level.
Ambica 1/2005 - 10/2006 Baltimore, MD US
PC Sales/Custom builder
Built, installed, supported custom made PC's. Maintained small networks
Break Fix
Trouble shooting
Documented
Operates all wheel vehicles and equipment over varied terrain and roadways for support of combat operations. Oversees and checks proper loading and unloading of cargo on vehicles and trailers. Secures cargo against inclement weather, pilferage, and damage. Operates vehicle component material handling equipment (MHE), as required. Employs land navigation techniques. Must be knowledgeable with the operation of radios and weapons when they are mounted on the vehicle. Performs vehicle self-recovery and field expedients to include towing vehicles. Corrects or reports all vehicle deficiencies; supports mechanics where
3/2003 - 7/2004 Motor Vehicle Operator/IT specialist
US Army Reserves Salisbury, NC US
necessary. Prepares vehicles for movement/shipment by air, rail, or vessel.
and
Identify computer-user problems and coordinating to resolve them Install, configure and monitor local and wide-area networks, hardware and software
Compile, enter and process information
Provide customer and network administration services such as passwords, electronic mail accounts, security and troubleshooting Construct, edit and test computer system programs
Conduct data system studies and prepare documentation and specifications for proposals
Assist in the design, preparation, editing and testing of computer programs
Education
Strayer University
Orlando, FL US
Bachelor's Degree - 9/2009
180+ Quarter Hours
Major: Information Systems - Security Minor: N/A
GPA: 2.8 Certifications: A+
25B AIT
Augusta, GA US Professional - 3/2009 Major: IT Specialist, Army
Certifications
CompTIA A+ Certification (COMP001006816300) CompTIA Security + Certification (COMP001006816300)
CompTIA Network + Certification (COMP001006816300)
MCTS Windows 7
MCITP Enterprise Desktop Administrator
CONTACT DETAILS
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