Desktop Support

Trevor Shields

**** ********** **** ** #*, Roanoke, VA 24012

857-***-**** cell

************@*****.***

EDUCATION/TRAINING

Computer Ed Business Institute, Brockton, MA 1994-1995

Computer Repair/Support Certificate awarded

Stream International Inc., Canton, MA 1995-1996

Microsoft Network Essentials Certificate awarded

SKILLS

Dos 6.0, Dos 6.22, Windows 3.1, Windows 3.11, Windows for Workgroups 3.1, Windows for Workgroups 3.11, Workgroup Add-ons for Dos, Novell 3.12, Novell 4.0, Windows NT 3.5, Windows NT 4.0, Windows 2000, Windows XP, Windows 7, Windows 10, Microsoft Office 2000, XP, and 2003, SMS, Remedy, Veritas Backup, Directory Services, Active Directory, Ghost, Quota Manager, Remote Access, IBM AS 400, and Heat Ticketing System.

PROFESSIONAL EXPERIENCE

Massachusetts Department of Transportation/Spruce Technologies, Boston, MA May 2016 – Nov. 2016

Monitored and interacted with telephone, voicemail, email and ticketing systems.

Monitored and maintained all IT service tickets, responded to and closed tickets appropriately.

Consulted with programming, network and server personnel on the operation of applications.

Notified the appropriate personnel on network outages and other computer system outages.

Imaged, installed and troubleshot workstation PCs.

Installed, troubleshot and configured software and hardware.

Installed, constructed and troubleshot peripherals such as printers and scanners.

Worked with outside vendors to report and resolve faulty equipment.

Worked on all other special projects as required.

Partners Massachusetts General Hospital/Mastech, Boston, MA Dec. 2015 – April 2016

Deploy network printers and monitors for the EPIC migration.

Assist with desktop support duties when needed.

Harvard School of Public Health/Apex Systems, Boston, MA Jan. 2015 – Mar. 2015

Updating mobile devices and helping with migration/deployment from Office 2010 to Office 365. Support for Windows XP, Windows 7, SMS, Office 2010, Exchange, Active Directory, Cisco VPN, and Altiris/vortex.

Among other desktop duties requested.

Savings Bank Life Insurance, Woburn, MA Jan. 2012 – May 2014

Performed deployment, hardware/software refresh for 500+ users, supported Windows XP, Windows 7, SMS, Office 2010, Exchange, Lotus Notes, Active Directory, Cisco VPN, and Altiris/vortex.

Boston Medical Center/A & A Search, Boston, MA May 2008 – Nov 2010

Provided support for 3000+ users, supporting Windows 2000 and XP. Hardware/software refresh, deployment, Cisco VPN, Citrix, Microsoft Office, Outlook, POP, IMAC, Microsoft Exchange, Blackberry, iPhone, QIP, SAP, SMS, Active Directory and limited Mac support.

Ananke/John Hancock, Boston, MA Nov. 2007 – Jan. 2008

Test 2500+ applications (SMS packages) via VMWare.

Biogen Idec/Tricore Solutions, Cambridge, MA April 2007 – Sept. 2007

Performed hardware/software refresh for 2600+ users, migrated/deployed users in Cambridge, North Carolina and San Diego. Supported Windows XP, SMS, Office 2003, Exchange, Lotus Notes, Active Directory, Cisco VPN, and Altiris.

Sanofi-Aventis/Insight Global/IBM, Cambridge, MA May 2006 – Mar. 2007

Network support/deployment, Citrix, Vortex, VPN, SAW support, LAB and LAN support, in addition to all previous work experience.

TSG Healthcare Resources/Dept. of Health, Boston, MA Sept. 2005 – Feb. 2006

Provided support for 1000+ users, supporting for Windows XP, 2000, Office 2000, XP, and 2003. Supported handheld wireless devices, Citrix, network printing, and all hardware issues.

Apex Systems/The Mentor Network, Burlington, MA May 2005 – Aug. 2005

Provided support for 1500+ users. Supporting Windows XP, 2000, 98, 95, Microsoft Office 2003, 2000, Nortel Networks, Citrix, and Active Directory.

Kirkpatrick & Lockhart/Apex Systems, Boston, MA Sept. 2004 – Jan. 2005

Provided support for 350+ users. Performed roll out of Windows XP, Microsoft Office 2003, Blackberry wireless devices and Dell/IBM computers.

Texas Instruments/Comsys, Attleboro, MA May 2004 – Aug. 2004

Provided support for Windows XP, 2000, and 98, Microsoft Office (XP-2003), IMS, Quota Manager. Installed and configured Dell laptop and desktop computers, perform backups, Update Matrix statistics, server applications and maintenance. Connect and troubleshoot Via SMS, and Remote Desktop, trouble shoot VPN issues, Add delete new users, Setup/ reinstall Desktop and laptop computers.

Kliman Law Offices, Newton, MA Jan. 2004 – April 2004

Provided support for Windows 2003 server, Windows 2000, Microsoft Office 2000, SB and XP Professional, Active Directory, Terminal Server. Installed and upgraded hardware and software for Dell notebook and desktop computers. Maintained, configured, and installed various HP printers, scanners and fax machines.

Netpro Systems, Woburn, MA Oct. 2001 – Oct. 2003

Provide Technical support for Outlook, Windows NT, Windows 95,98, 2000, Microsoft Office, Pal 95, Dialup Connections, Printers and Vax Applications. Troubleshoot, repair, upgrade, install software and hardware for desktop and laptop computers.

Tek Systems/Factory-Mutual/Fleet, Framingham, MA Nov. 1998 – Sept. 2001

Provide Technical support for Outlook 98, Windows NT, Windows 95, Microsoft Office, Pal 95, Dial up Connections, Printers and Vax Applications. Troubleshoot, repair, upgrade, and install software for desktop and laptop computers, and log and update caller information.

Source Code Corporation, Norwood, MA May 1998 – Nov. 1998

Construct, upgrade, repair, and troubleshoot IBM and IBM Clone personal computers. Install and troubleshoot Windows 95, Windows 98, Windows NT, Microsoft Office and all other software that was requested.

Manpower Technical/Garber Bros., Quincy, MA Dec. 1997 – May 1998

Operate IBM AS 400 mainframe, log personal on and off system, complete download and backup of system, and printed order tickets. Troubleshoot telxon lines, Windows NT Server 4.0, and personal computers within the company.

Moved To Atlanta, GA Aug. 1996 – Nov. 1997

Stream International, Inc., Canton, MA July 1995 – Aug. 1996

Provided technical support for Dos, Windows, Windows for Workgroups Windows 95 and Workgroup Add on for Dos. Provided support for the installation of all Microsoft applications and logged and updated caller information.

Perpetual Systems, Quincy, MA Mar. 1995 – Jul. 1995

Upgrade, repair, and troubleshoot personal computers on site and in the shop. Network personal computers in a peer to peer or client to server environment. Troubleshoot and repair printers.

References will be furnished upon request

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