Help Desk Techn
Resume:
Thane C. Goss
Winchester, VA 22601
Email Address: *******@*****.***
EDUCATION:
ITT Technical Institute – Chantilly, VA
Associates of Applied Science in Electronics and Communications Technology
Anticipated Graduation Date: Mach 2015
TESST College of Technology/Kaplan University - Alexandria, VA
Information Systems and Technology: Graduated Date: June 1999
ADDITIONAL COMPUTER AND DESIGN SKILLS:
20 years of experience in customer service
Over 10 years of experience working in a help desk and call centre environment
Trained others in the use of applications and in technical support methods
Excellent troubleshooting and logical problem solving skills
Creative ability to solve unusual or difficult problems when logical methods have failed
Demonstrated ability to meet deadlines, and set priorities
16 + years of experience in computer desktop support is required.
Experience with Active Directory
Experience with MS Exchange
Must have knowledge to setup Microsoft Exchange and Windows Servers and have prior experience in doing so.
Must have knowledge of configuring routers/firewalls and a good understanding of configuring a corporate network environment.
Spyware and Virus removal experience
Familiar with installation and configuration of Windows Servers
Networking experience
Experience with Microsoft Operating Systems and Applications (Exchange 2007 thru Exchange 2013, Windows 7, Windows Server 2008 thru Server 2012 R2).
Excellent problem-solving abilities and the ability to meet deadlines.
Experience with upgrading Windows XP to Windows 7 in the Enterprise and SMB environments.
Experience supporting Apple computers and devices.
Excellent customer relationship skills.
Must be organized, detail oriented, and self-motivated.
Valid driver’s license and clean driving record
Strong work ethic
Ability to multi-task and demonstrate problem solving skills
TECHNOLOGY SUMMARYSOFTWARE:
Windows 7/XP/2000/ NT, Microsoft Office 97/2000/2007/2010/2013 XP Pro, Word, Excel, Publisher, Access, Out Look, Power Point & Tools, WinFax Pro, Lap link Pro, Lap link Norton Anti Virus, McAfee Anti Virus, GHOST, Drive Copy, Remote Desktop, PC Anywhere, VNC, NetMeeting, Remotely Anywhere
HARDWARE:
IBM compatible PCs, Networks, workstations, Ethernet & Protocols, Windows Terminal Services, routers & switches, VoIP telephone systems, LAN, DNS, TCP/IP, DHCP, cat 5,cat5e cat6 & cat7, Mother Boards, Oscilloscopes, Video & Sound Cards, Monitors, CD-ROM Drives, Memory Chips, IDE/EIDE/SCSI Hard Drives & other devices, SCSI Controller Cards, Tape Backup Drives, Optical Drives, Scanners, Printers
EMPLOYMENT HISTORY:
Micron Technology Inc. - Manassas, Va 2014 -2015
COMPUTERS ARE EASY - Winchester, VA 1999 – Present
Network & Help Desk Technician
Answered technical questions regarding software products and their requirements within related industries
Respond to daily work orders, which included data lines, telephone lines, installing and relocating TV cable
Investigated issues reported by clients in a timely and efficient manner
Responsible for research for problem resolutions in NetWare environment using of Ethernet, 10 base 2, 10 base -T,100 base -T, 1000 base -T, 10GB base-T and NDS
Facilitated and participated in conference calls with clients
Performed data conversions and repairs of customer data in order to meet specified program requirements
Identified and resolved network and DCOM configuration issues
Worked with Research and Development department on Quality Assurance
Trained clients on software applications
Maintained NetWare problems e.g. TCP/IP, IP addresses, DNS, OSI, DNHP Novel 4x and 5x configurations
Williamsburg-James City County Public Schools, Winchester, VA 2001-2003
Technical Support Specialist
Provided solutions to customer’s equipment needs
Offered excellent customer service in a pleasant and professional manner
Assisted in-house staff and field personnel by solving internal and external concerns or issues
Maintained and repaired computers with several different operating systems such as Windows NT,9x, ME and 2000, Professional
Tracked progress reports and parts used
Executive Resource Group, Winchester, VA 2001-2003
Installation & Service Technician
Installed software and cutovers of Cisco Routers consoles kits and Ethernet Nic, adapter cables, and patch cables
Expanded background knowledge in Windows, Mac, and email implementations and reconfigurations
Evaluated and tested supplied PC base software window packages which included operator systems such as Windows NT, 9x, ME, 2000, XP Professional for compatibility
Getronics/ISSG, Winchester, VA 1999-2001
Installation & Service Technician
Installed vendor supplied PC base software packages which have several different operators systems including Windows NT, 9x, ME, 2000, and XP Professional
Troubleshoot and serviced problems that may occurred during and/or afterwards installation
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