Help Desk Customer Service

Summary

Enthusiastic individual who is technical and analytical seeking a career as a Network technician. With experience in system administration, systems analysis, and network operation. A dependable, trustworthy, and responsible candidate who knows how to find solutions to technical issues. With an established success record in:

oMaintained a high number of resolved technical tickets ranging from desktop support, system administrator, to network related problems

o15+ Years working in the IT industry

oResolved routine hardware and software problems, and installed and configured software according to procedure.

TECHNICAL SKILLS

Software: MS Office Suite (Word, Excel, Access, PowerPoint, Outlook, FrontPage), Photoshop, Remedy, inovisworks, Pc Inspector Malwarebytes, Blink, UBCD

Operating systems MS Windows ( 2000,, XP, NT, Advanced Server, server 2000, 2003), Linux, Vmware

Databases: MS SQL, MS Access, Photo recovery. Languages: ASP, HTML, SQL, EDI, Sharepoint, Python

Mail Servers: Exchange, Imail, Lotus Notes Web Server: MS IIS x.0,

Inventory Management: Redbeam IT Monitoring: MS Network Monitor, SQL Server Monitor.

System Administration: WebTrends, Telnet, MIME Types, DLLs, MDAC, Service Packs, FTP, and WinVNC

WORK EXPERIENCE:

Help Desk Specialist (Jan 2008-May 2017)

Georgia Dept of community supervision/ Georgia State Board of Pardon & Paroles

oResponsible for the deployment of all computers at our central location.

oTrain and supervise Temporary contractors

Provided support, configuration/installation and general troubleshooting of PC/MAC hardware, including printer, and scanners

o Coordinated with venders for warranty repairs.

o Cleaned up and restored any Windows PC or laptop after infection by virus, or spyware.

oWe utilized the agency's technology ticketing systems (Footprints & Mojo Helpdesk) to track and provide remote support to customers.

oWe provided excellent customer service and training to agency personnel.

oConfigured and administrator mail accounts in Lotus notes.

Contractor: (July-2007- Dec 2007)

Pomeroy Inc

oMapped out Floor and prepared inventory sheets.

oVerified personnel workstations for desktops, printers and various accessories.

oPackaged and shipped Items to new location.

oInstalled and configured desktops at new location.

Level 3 Help desk Support (Jul-1999- Nov-2005)

Interland

oOn-going network monitoring of all aspects of the network operations (data) center containing corporate and customer network(s).

o Monitor the Fast-paced operations of the production hardware and software systems and applications that are used throughout the corporate backbone network.

oProvided level 2 help desk support for windows server (2000).

o Configured Rack Mount servers, Handled internal and external Windows server administration and maintenance.

o Documented computer related problems and troubleshoots solution as appropriate, escalating to other IT group as needed.

o Able to work effectively with Venders, when needing to get services outside the scope of my job.

o Network analysis and creating technical documentation of system/network administration processes procedures.

oConfigured and administrator mail accounts in exchange, and outlook.

Created new, streamlined backup image from previous full and incremental backups by using Veritas

EDUCATION:

Morehouse College, Atlanta, GA

Degree: B.A. Major: Marketing Minor: Computer Science

TRAININGS:

Microsoft Training Lab: Applying Microsoft Security Guidance Hands-on Lab

Georgia State University: Networking Essentials

MCP ID#2169032 Since 2001

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