Edwina Turay

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

Manchester, NH

978-***-****

ac28py@r.postjobfree.com

Over 6 years’ experience in hardware and software installation, testing, upgrading, and troubleshooting in WAN and LAN environment. In-depth knowledge of desktop and laptop configuration, Remote Desktop Support and Citrix's remote connections.

TECHNICAL SKILLS

Hardware: Dell, Compaq, Toshiba, and Gateway desktop and laptop systems, HP Laser-jet and Desk-jet printers, Xerox printer.

Software: Windows XP, Windows 7 professional, Microsoft Office, Microsoft Exchange, Outlook 2010 and 2003,MacOS, Adobe Applications, Java, Office365, Box Sync, Bitlocker, Jira

Applications: E Clinical Works and MSI

Networking: WAN and LAN networking, AD, TCP/IP, Citrix Remote Connection RDS. Citrix and Cisco VPN

Ticketing Systems: Pearl desk, Manage Engine, Track IT

PROFESSIONAL EXPERIENCE

Arcadia Healthcare Solutions, Internal IT Helpdesk 05/01/2017 – Present

Performs analysis and administrative tasks in the planning, design and installation of new and existing personal computer-based applications

Troubleshoots and modifies PC software applications

Prepare systems for deployment to end-users, including configuration and set-up.

Load required software, operating systems and components

Performs routine preventative maintenance on all computer system equipment

Document all procedures used to fix or correct problems

Diagnose and repair problems following defined guidelines and procedures

Participate with special projects, hardware and software installations, backup and recovery procedures, wiring and network fundamentals, and other duties required

Tracking and managing equipment and stock inventory to include escalating stock level replenish needs

LCHC, Help Desk Specialist, Lowell 8/27/2012 – 4/25/2017

Creating new users account AD account and deactivating users account

Logging and monitoring user’s issues and problems through resolution

Creation and maintenance of user service request documentation

Creating documentation on how to resolved computer issues

Monitoring servers for failure and reporting failure to the Network Engineer

Give user access to network folders and distribution email list

Working close with Xerox technician for printers issues

Trouble shooting HP printers

Rebuild old laptop from spare parts

Building new desktop and laptop for deployment using MSD

Working on servers to create access right for user

Assist users with all Outlook emails and software issues

Involved in group upgrades for desktops, laptops and servers

Configuration of Blackberry phones

Adding users to the cisco phone and troubleshooting issues with the phone

HP Computer, Technician, Andover 10/3/2010-9/4/2012

Refurbishing off-lease or loan; laptops, desktops and workstations coming from HP clients and third party vendors.

Perform an incoming visual inspection on a wide range of HP and some 3rd party

Servers and Storage systems.

Wiping of Desktop hard drive and testing systems memory on laptops and desktops.

Replacing laptop's screen, motherboards and CPUs if they are faulty.

Plum choice, Technical Support, Billerica 11/2008 - 4/2010

Provide Tier 1 and Tier 2 technical assistance for AT&T small business service.

Perform diagnostic procedures to solve the problem, and determine appropriate escalation

resource within the department

Provide phone-based application troubleshooting and remote connection.

Troubleshoot modem and router, by checking customer line and ping customers router and modem

Diagnose and troubleshoot Web browser, and other internet related issues.

Open/update Track IT tickets indicating user problems and solution.

Escalating customer issues with available tech.

Documenting customer issues in CRM and CRG application so technicians can have

Information about the issues

Getronics/ Compucom, Help Desk Support, Tewksbury, 06/2006- 08/2008

Level 1 and 2 Telephone, e-mail and desk side Support position, receiving, documenting, troubleshooting and resolving between 25 and 50 calls each shift, supporting more than 3,500 worldwide end-users using the 360 degree view ticketing and tracking Help Desk software and Carbon Copy Remote Access software

Supported remote users via VPN, and Citrix

Software supported: Windows 2000, Windows XP, Microsoft Office 2000 and 2003; Lotus

Notes and Outlook 2003

Provide telephone support to end-users on software, hardware, and network problems.

Setup computer and user accounts for new employees.

Install PC's and related hardware/software programs.

Troubleshoot and repair Windows, Office application issues, and firm software packages.

Configure desktops and laptops

Log received calls into the Help Desk tracking database.

Escalate issues to higher level of desktop support when assistance is needed.

Ensure all support requests are tracked and responded to in a timely fashion.

EDUCATION & CERTIFICATIONS

Graduate, Bachelor of Science in Aerospace Engineering

A+

Diploma in Electrical and Electronics

Contact this candidate