Active Directory Customer Service
Resume:
Henry P. Hecking, A+, DCSE
Nashua, NH
*********@***.***
Summary:
IT Professional with experience in various capacities repairing and resolving hardware and software issues for companies and end-users
Worked in sales and call center performing customer service with a strong ability to solve problems and communicate technical issues to non-technical people
Independent, multi-tasking, and have great ability at managing stressful situations
Well trained in a number of systems and software with advanced troubleshooting skills
IT Certifications: A+ Certified, DCSE (Dell) Certified
Skills in Hardware:
PC Motherboards
NICs
CD & DVD IDE Drives
HP, Xerox Printer Installs
IDE, SATA drives
Multimedia hardware
Routers, Hubs, Switches
802.11 wireless
Dell, Lenovo, HP PCs
Software:
MS Office v. ’95-2013
MS Internet Explorer
McAfee Anti Virus
Remedy
Lotus Notes
MS Outlook
Bomgar
Operating Systems:
MS-DOS v5.0-6.22
Windows XP
Mac OS 9, X
Unix BSD
Windows Vista
Windows 7,8,10
Linux Redhat
Networking:
Ethernet
Active Directory
TCP/IP
LAN, WAN
VPN
Professional Experience:
CSC/Raytheon, Burlington & Tewksbury MA Senior PC Support Technician – onsite at Raytheon 7/2012-11/2016
Part of team involved with troubleshooting and ticket resolution for PC users including installation of hardware/software and networking components to meet customer needs; refreshing old systems; IMAC, Break/fix
Setting up systems for users to the LAN, WAN, Active Directory, along with peripherals including Blackberry, iPhone 5s
Setting up users to Cisco VPN client
Troubleshoot Lotus Notes 8.5.3: Basic setup and moving archives
Working in a Windows 7 and xp environment documenting tickets using web-based Remedy
Major accomplishment included consistent positive customer feedback surveys – achieved high end-user satisfaction
Artech/IBM, Littleton, MA Deskside Support Level II – onsite at IBM - Contract 5/2012-6/2012
Putting builds on laptops, upgrades from Win XP to 7 as well as to Redhat, also transferring user data over
Helping customers with Win OS and Lenovo hardware issues, replacing parts (ie: hard drives) as necessary
Removing viruses, malware
Troubleshooting Lotus Notes 8.5.3
Documenting issues using IBM proprietary software
Compucom, Hudson, MA Technician Level II – onsite at Intel Corporation PC Service Center 1/2010-12/2011
Putting builds on systems, software upgrades, provide support after new systems are rolled out; IMAC, Break/Fix
Involved with Windows 7 and Office 2010 upgrade and rollout
Take apart PC components and rebuild, including Lenovo and HP laptops
Troubleshoot network (TCP/IP) client configuration and connectivity issues for e-mail, printer access, Cisco VPN, Wireless – setting up users to the LAN/WAN
Offer tier 2 technical support to other members of the staff
Re-image new and existing hardware pre-deployment, setup user profiles and perform data migration
Follow established procedures for ghosting, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer handling and escalation protocols
Document issues using Remedy ticketing system
Troubleshooting OS and hardware configurations
Achieved high end-user satisfaction feedback
Avery Dennison, MA & Trane, MA PC Upgrade & Deployment Tech-“Dell Refresh” Project (contract) 10/2009-11/2009
Part of team responsible for imaging and deploying new Dell hardware: installed new Win XP image, configured network and administration settings, upgrade users from Lotus Notes v6.5 to v8.
AC Moore Stores, MA Onsite Technician for Software/Hardware Upgrade (contract) 8/2009-10/2009
As-needed Contractor, visiting different store sites to upgrade Point of Sale (POS), CPC (cash), SPC (stock) servers with hardware & Symantec End Point Protection software per instructions from headquarters
POS server is running Windows 2003 Server, all others are running Windows XP
Working independently, with little or no supervision during the upgrade process
Xerox, Boston, MA Printer, Fax and MFD Installation for various Boston clients (contract) 5/2009-8/2009
As-needed installation and setup of Xerox printers, faxes, Multi-Function Devices at Met-Life & Gillette in a Windows XP environment
Setup each printer to grab IP address using DHCP, then disabled DHCP to keep address Static
Mapped each new printer to client’s network, as well as instructing users on new functionality, such as SecurePrint, which is using a PIN on the printer so that only the person who requested the printout can receive it
As part of a team, removing old HP printers to storage
Federal Reserve Bank of Boston, Boston, MA Internet Payment Platform (IPP) Help Desk (contract) 12/2008 –5/2009
Responsible for supporting thousands of government contractors nationwide (via call center and Lotus Notes email) who are interested in setting up and maintaining accounts in the new IPP system. The system allows for paperless invoice/paid transactions between the supplier and government agency over the web.
Broadcom, Andover, MA Desk-side Help Desk Level II (contract) 10/2008
Supported 50+ users onsite with issues such as Laptop deployment, Security Tag swaps, PC hardware setups
Used Remedy for keeping track of tickets
Unisys, MA Field Technician for Dell (contract) 5/2008-7/2008
Field technician for residence and business locations to repair Dell PCs and Laptops; specifically hardware only
Pick up replacement parts and perform repairs at client sites throughout the day (8-10 clients/day)
Worked independently, using PDA to report in and keep in touch with clients
Fresenius Medical, Lexington, MA Help Desk Agent (contract) 2/2008-5/2008
Took calls from Fresenius Clinics to resolve I.T. issues, using Remedy to log calls and resolve problems such as password resets, providing support via remote log-in, and resolving data errors in medical-specific applications such as Proton, which is a Unix based application that was prone to crashing during reporting a patient’s activity for the day. As a help desk agent, I would remotely log in and reproduce the error, sending the information to the next support level.
Supported users on Lotus Notes general operation and access.
Staples, Westborough, MA Desktop Support (contract) 10/2007-12/2007
Worked in a Windows XP environment with 50 other techs in a 3-tier help desk environment, taking calls from Staples retail store management (5000+ users across the country); used Remedy software with knowledgebase to log & resolve calls
Used tools such as Active Directory, PC Anywhere, and AS/400 Server command-line navigation to fix server and client (POS) problems
Education:
Clark University CCI, Woburn, MA
Masters Certificate in PC and Networking Administration
Intensive, instructor led, 10 week, 320 hour, hands on training and lab program
UC San Diego, La Jolla, CA
B.A./Music Technology as well as in Piano, graduated with Provost Honors
Rev 5/2017
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