Desktop Support Technician

Scott A. Conrad **** Richard Drive Broomall, PA **008 610-***-****

PROFESSIONAL OBJECTIVE

To obtain a position as a Support Technician with an organization offering advancement and professional development. Special interest in Network Administration.

SUMMARY

Over eighteen years of experience as an Information Systems professional, functioning as a Help Desk, Desktop Support and Network Technician.

Experienced in Lotus Notes installation/configuration, Outlook configuration, printing systems and account creations. Experienced with installation and support for Windows 95/98, NT 4.0, Windows 2000 / XP / Win 7 /Win 10, Vista. MS Office 95, 97, 2000, 2003, 2007, 2010, 2013, 2016 and MS Office 365.

Experience with NICs, video cards, system memory and CD-ROM drive installation and configuration for PC’s. Experience installing Windows NT 4.0 and 2000/2003 Server.

SOFTWARE

Microsoft Office Suite (95, 97, 2000, 2007,2010, 2013, MS Office 365), PC Utilities (McAfee Virus Scan, Norton Anti Virus 7.51), PC Anywhere, Partition Magic, Win Magic encryption, WinZip, Help Desk Software (CPMT, McAfee Helpdesk, Vantive), Imaging Programs (Norton Ghost and Image Cast, Drive Copy), Adobe Reader (4.0, 5.0, 8.0) Database Programs (dBase, Access), E-Mail Packages (M.S. Outlook 97, 98, 2000, 2007, 2010) Netscape, Internet Explorer GroupWise, Lotus Notes, AOL), SQL Server, Oracle Server, Visual Basic, ProComm Plus, Exceed 6.2, PDES, Apollo, Demax, NW Admin and Exchange Migration Tool.

HARDWARE

Hard/Floppy Disk Drives, Memory Chips, Laser/DeskJet/Inkjet/Plotter/ Network Printers, Scanners, CD-ROMS, CD-RW, Monitors, Network Cards, Video Cards, PCMICA Cards, Modems (internal and external), Zip Drives, Laptops (IBM, Toshiba, Compaq, and Dell), PC (IBM, Compaq, Dell, Gateway, AST).

OPERATING SYSTEMS

Microsoft Windows 7, Vista, XP Professional, 2000 Professional and Server, Windows NT 4.0 Workstations and Servers, Windows NT 3.51 Server, IIS 4.0, Novell 3.12 - 4.11, Windows 9.x, Windows 3.1x and MS-DOS 6.x

EMPLOYMENT HISTORY

Morphotek (through Joule) Exton 11/2017 to present

Service Desk Specialist

Remote support for Wood Cliff Lake New Jersey site supporting VPN and citirix connectivity.

Responsible for taking calls from help desk line for called in issues.

Deskside support for building 210 and 215 for various issue ranging from network printer to PC support.

Hardware support for Dell Latitude E6420 and Dell XPS 13 laptops and Dell Optiplex 7040 desktops.

Supported MS XP, Win 7 and Win 10 operating systems in Lab and Office environment.

Symantec Endpoint Protection (SEP) was used for corporate virus protection.

Cisco AMP for endpoints and Malware Bytes was used for Malware protection.

Team Viewer was used as remote support tool.

Main Line Health (through First Pro) Wynnewood 04/2017 to 10/2017

Field Service Engineer

Responsible for various remote sites as well as Lankenau Hospital for support of systems and devices.

Support for WOW’s, scanners, Label printers, Track boards, HP desktops and laptops running Windows 7.

Responding to trouble tickets on various issues like connectivity, application issues, OS and hardware issues.

Responsible for network printer issues like paper jams, print queue issues, printer tray configurations and moves.

Responsible for Audio Visual setups and troubleshooting for end users.

Responsible for network port activation, wireless connectivity registration and trouble shooting.

Remote connectivity tool used is Altiris and virus protection is Symantec End Point Protection.

Prime Health Care (through Insight Global) Norristown 11/2016 to 3/2017

Epic Migration Consultant

Open DNS analysis

Break-fix internal hard drives and motherboard replacements

Break-fix and deployment workstation on wheels for medical staff

Wristband printers, specimen label printers, and specimen printers installation, set-up, mapping, and deployment

Deep understanding of collaboration protocols such as, TCP, UDP, SIP, POP, IMAP, MAPI, SCCP, QoS, and SVC

Dragon Mic installation, software installation, and server configuration

Configuring DNS settings, suffixes, changing adapter settings

Group policy updates/ AD DS OU set up for auto log-ins

Meditech software installations/Medical scanning installation and server connections

Ipod Rover installations, set-ups, and deployments

Printer mapping, printer configurations, print server connections

Disk drive imaging SCCM & Acronis restoration and imaging

Ebay Enterprise \ Radial (through Beacon Hill) King of Prussia 6/2015 to 7/2016

Helpdesk Lab Tech

Configuring Cisco IP Phones for end users desks.

Imaging \ configuring laptops and desktops for new hires (Win 7 and Win 10)

Upgrading laptops for EOL assets for end users (image, app installs and data migration)

Asset management for equipment reclaims for termed employees.

Imaged Mac Book Pro laptops with Mac OS 10.11

Currently using MS Office 365

General trouble shooting calls (Network connectivity, H/W and S/W issues)

Dell and HP hardware used.

Web app used for call tracking system is RT.

Johnson and Johnson (through Xerox Business Services) Horsham, PA 6/2012 to 3/2015

Site Services Desktop Support

• Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.

• Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems.

• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.

Worked as VIP Support technician while being only Deskside representative in Wayne location.

• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.

• Acts as a technical liaison with user groups and other IT partners for systems support and implementation.

Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues.

• Responsible for partnering with the business units they support to understand the business impact of support issues.

• Responsible for the analysis, design and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition.

• Demonstrates creativity and initiative in problem solving.

• Technical documentation of hardware/software additions or changes.

• Updates of inventory additions and changes to the inventory database.

• Updates and closures of trouble tickets and service requests utilizing IRIS call tracking system.

Teva Pharmaceuticals (through Industrial Staffing Solutions, Inc.) North Wales, PA 6/2011 –6/2012

Infrastructure Technician II

Responsibilities:

Provide phone and deskside support to end-users (consisting of various business units, executives and field personnel) on issues related to IBM laptops and desktops running Windows XP and Windows 7.

Troubleshoot and resolve wireless connectivity issues with VPN issues

Trouble shoot Active Directory, Exchange and Lotus Notes isssue.

Unlock accounts and reset passwords for Oracle, AD, Lotus Notes, LMS, and AS\400

Participate in special projects (IE 8 testing, Installation and troubleshooting)

Provide user support for Outlook (as email client) and Exchange (as mail server technology).

Use Altiris for call tracking, and Dame Ware as remoting tool.

Novatek Systems, Inc. Broomall, PA 4/2010 - Present

DESKTOP SUPPORT SPECIALIST (Project-based evening position)

Responsibilities:

Upgrade and support desktops issues previously running Windows Vista to Windows 7.

Install and support wireless network and access points with network administrator.

Support VIP staff including President of company.

Provide MS Office 2007/2010 application support.

Configure printers to reduce ink usage.

Use Remedy call tracking system to log support calls.

Install, configure and use PC Anywhere to support remote clients.

Keystone Foods (through InSource, Inc.) Conshohocken, PA 9/2009 – 4/2010

SERVICE DESK ANALYST

Responsibilities:

Provide phone and desk side support to end-users (consisting of various business units, executives and field personnel) on issues related to IBM laptops and desktops running Windows XP.

Acted as VIP technician for entire length of contract.

Troubleshoot and resolve wireless connectivity issues.

Provide remote support to users, create Active Directory accounts.

Troubleshoot Blackberry issues.

Participate in special projects (AD OU security, Windows 7 testing, etc.).

Provide user support for Outlook (as email client) and Zimbra (as mail server technology).

Use Track-It for call tracking, and RAdmin as remoting tool.

Novatek Systems, Inc. Broomall, PA 4/2009 – 4/2010

DESKTOP SUPPORT (project based evening position)

Responsibilities:

Provide desktop support for issues related to Windows Vista and MS Office 2007.

Provide support for network-related issues.

Support VIP staff including President of company

Work closely with the Network Administrator on various wireless configuration projects.

Use Remedy as call tracking system and PC Anywhere as remote client.

Centocor (through RHI Consulting) Radnor/Chesterbrook/Malvern, PA 3/2007 – 3/2009

VIP DESKTOP SUPPORT

Responsibilities:

Provide Deskside support for the BLA – VIP group. This group consisted of top executives, who were involved in projects concerning FDA submissions for developing drugs.

Provide IBM laptops/desktop support, running Windows 2000 and Windows XP.

Provide email support for Outlook 2000/2002/2007.

Install, configure and update McAfee antivirus software.

Use Remedy as call tracking system.

Install, configure and use Dameware and Smart Remote as remote tools to connect to end-users’ computers in order to troubleshoot and resolve issues remotely.

Create and setup computer accounts on new PCs.

Troubleshoot and resolve VPN/broadband connectivity issues for remote users.

I also worked on Velocity XP/Vista OS upgrade projects.

VanGuard Investment Group (through TAC Worldwide) Malvern/Wayne, PA 8/2005 – 2/2007

DESKTOP SUPPORT SPECIALIST

Responsibilities:

Troubleshoot and support all Windows 2000 and XP desktop/laptop issues within a networked environment.

Actively participated in a Windows XP Migration project. Resolved remote connectivity issues.

Supported high level executives with their technical issues.

Resolved 1CALL problem tickets, installed various software, built PCs.

Additional responsibilities included asset management, training new hires, and take active part with the LAN Escalate Team on occasional IDI and DSS projects.

Provided user-support on Lotus Notes 6.5 email client and SMS remote client.

Used Peregrine call tracking tool to log all the trouble tickets.

Rohm and Haas (through Worlco Computer Resources) Newark, DE 3/2005 – 8/2005

DESKTOP SUPPORT SPECIALIST

Responsibilities:

Converted all Windows 2000 desktops and laptops (wireless) to Windows XP.

Migrated all users’ data from existing drive to replacement drive.

Installed all applications not included in image such as Lotus Notes 6.5, Sierra Vista, Master Control, Blaze Lims, SAP launch pad and Roxio CD burner software.

Supported all end users after system is migrated.

Installed, configured and used Sametime Connect and PC anywhere utilized as tools.

Used Vantive call tracking tool to log all the trouble tickets.

Novatek Systems, Inc. Broomall, PA 8/2004 – 4/2009

JUNIOR NETWORK ADMINISTRATOR / DESKTOP SUPPORT

Responsibilities:

Assisted in setting up Wireless LAN and Internet Connection Sharing.

Configured and tested wireless configurations on all client PC’s running MS Windows XP.

Support VIP staff including President of company

Provided continued support of all desktops and network support when required.

Use Remedy as call tracking system and PC Anywhere as remote client.

Wilmington Trust (through Alliance Consulting) Wilmington, DE 10/2003 – 7/2004

LEAD XP MIGRATION SUPPORT ANALYST

Responsibilities:

Provided post XP migration support of end users for any software / hardware issues.

Performed data recoveries for any missing documents or configuration files.

Performed troubleshooting and resolution for MS Outlook 2003, Bloomberg Financials, Sales Logix, Palm Pilot, Attachemate, PACS 3.4, Snagit 6.0, Network printing, XLS Workstation and various other apps.

Provided support in a trading room environment during project.

Developed trouble shooting guide and DOD drive wiping procedures for more junior coworkers.

Novatek Systems, Inc. Broomall, PA 1/2003 – 8/2004

DESKTOP SUPPORT SPECIALIST

Responsibilities:

Provided maintenance and support of Windows 2000 and desktops

Troubleshot hardware issues relating to hard drives and video cards.

Provided application support of MS Office and various other applications.

Support VIP staff including President of company

Special project included updating and supporting test group from Windows 2000 to Windows XP.

Installed, configured and used Remedy as the call tracking system and PC Anywhere as the remote client.

University Penn Hospital (through More Tech Consulting) Philadelphia, PA 11/2002 – 12/2002

ROLLOUT PROJECT LEAD

Responsibilities:

Took on leadership role in rollout for client at main location and all satellite locations for LANDesk rollout.

Created project documentation and training new project staff in all aspects of LANDesk.

Created and maintained database of all associated hardware devices affected by project.

Troubleshot issues and documented solutions with install and configuration and various anomalies with OS’s including Windows 3.1, Windows 95/98, NT 4.0, Windows 2000 and XP utilizing Novell login client.

Remedy was utilized as the call tracking software by help desk.

IKON Office Solutions (through Tech USA Consulting) Malvern, PA 6/2002 – 11/2002

SENIOR IS SUPPORT SPECIALIST

Responsibilities:

Remote support of Windows 95/98, NT 4.0, 2000 and XP ranging from network connectivity to application support.

Troubleshot and resolved connectivity issues including dial up and broadband users connecting through PAL dialer or cable modem and Cisco VPN client.

Created dial accounts for end users from WorldCom site.

Supported MS Outlook (97, 98, 2000, 2002), MS Office (97, 2000, 2002), Oracle 11i (web based), IE 5.5, Norton Antivirus 7.51 and Adobe Acrobat 5.0.

LANDesk, User Manager, Exchange Administrator 5.5 and TechNet were tools utilized.

Installed configured and used Remedy 5.0 was the call tracking application.

Novatek Systems, Inc. Broomall, PA 2/2000 – 6/2002

TECHNICAL SUPPORT SPECIALIST

Responsibilities:

Installed, configured and maintained NT 4.0 desktop units and joining them to the network.

Supported and upgraded Windows 98 desktops to Windows 2000 Professional.

Special projects included file conversions from older versions of MS Office to current 2000 version.

Support VIP staff including President of company

Beta tested proprietary software for various OS and hardware platforms.

Troubleshoot home end user dial up issues to NT RAS server.

Used Remedy call tracking system to log support calls.

Delaware County Community College Broomall, PA 1/2001 – 9/2001

TECHNICAL SUPPORT / TEACHERS AIDE

Responsibilities:

Installed and configured Windows 2000 Professional and Server in lab environment.

Provided desktop support for any problematic machines student were utilizing for class exercises.

Assisted in setup and demonstrations of class labs for MSCE students.

Set up audio visual aides and taught selected topics to Windows 2000 MCSE class.

TV Guide (through MODIS Consulting) Radnor, PA 7/1999 – 1/2000

DESKTOP TECHNICIAN

Responsibilities:

Installed and configured Windows NT from image and from CD for non-standard PC’s.

Installed and configured Windows 95 and 98 from CD for special testing purposes.

Responded to NT calls for issues and installs for standard applications such as Lotus Notes, MS Outlook, SQL Server, Oracle Server, MS Office 97, PC Anywhere, McAfee Virus 4.03, Visual Basic, ProComm Plus and Exceed 6.2.

Installed some non standard applications such as PDES, Apollo and Demax.

PC Repair shop duties which included and maintaining database of incoming and existing hardware, replacing drives and installing memory and maintaining incoming software inventory for installs.

Vantive was used for the helpdesk call tracking system.

Yoh Inc (through Day and Zimmermann Info. Solutions) Philadelphia, PA 5/1999 – 6/1999

MS OUTLOOK ROLLOUT TECHNICIAN

Responsibilities:

Converted GroupWise email accounts versions 4 / 5 to Outlook on desktops and laptops running Windows 95 and NT

GroupWise archived email was copied up to email server and GroupWise user accounts were prepped for mail migration over to MS Outlook accounts utilizing NWAdmin and Exchange Migration Tool.

Microsoft client and TCP\IP settings were configured to allow user login to new NT accounts.

Installed and configured MS Outlook 98 desktops and laptops running MS Windows 95 and NT.

MS Outlook Calendar, Task and Note items were migrated over to new Outlook accounts utilizing GWImport tool.

Astra Pharmaceuticals (through DZIS) Wayne, PA 1/1999 – 5/1999

ROLLOUT PROJECT LEAD / NETWORK TECHNICIAN

Responsibilities:

Created, revised and enhanced project documentation for all phases of laptop rollout project.

Took on leadership role in interviewing, staffing, and training new project staff in all aspects of laptop build process.

Supervised time reporting, resolved any employee issues and monitoring performance for all DZIS employees.

Took on leadership role in build process and troubleshooting problems with hardware and software.

Troubleshot any anomalies with IBM 600 Thinkpad and with Lotus Notes, Windows 95 and Novell at the workstation and user administration end.

Maintained tracking system for laptop personalization process and kept records on all rebuilds and issues.

Documented resolutions for common problems during build process.

Vantive was utilized as call tracking software.

Astra Pharmaceuticals (through DZIS) Wayne, PA 11/1998 – 12/1998

USER ADMINISTRATION TECHNICIAN

Responsibilities:

Created accounts for new and existing users for network login (i.e. Unix) and application use.

NW Admin was used to create Novell LAN and dial in accounts.

Meeting Maker Admin was used to create Meeting maker accounts which utilized Unix servers.

Lotus Notes certification server utilized to create Lotus Notes email accounts.

Contacted key client personnel for entering users into specific Lotus Notes groups and Novell groups

Vantive was utilized as call tracking software.

Connectiv (through Forte Systems Inc) Wilmington, DE 7/1998 – 11/1998

DESKTOP SUPPORT TECHNICIAN

Responsibilities:

Worked with desktop services installing NIC cards, CD_ROM drives, and system memory.

Installation of Windows NT and core applications by automated process on Compaq and Dell Pentium PC’s.

Documentation of 400 users PC’s for application usage and drive mapping in preparation for migration.

Participated in Migration of user data and final PC setup at a satellite Connectiv site.

Novatek Systems, Inc. Broomall, PA 5/1998 – 7/1998

PC PROGRAMMER / ANALYST

Responsibilities:

Refined programming code in order to decrease run time for new proprietary PC software.

Proprietary utilized in manufacturing industry to interface with IBM Mapics II and allow multiple user access.

Support VIP staff including President of company

Used Remedy call tracking system to log support calls.

DuPont Experimental Station (through Computer Aid Inc) Wilmington, DE 3/1997 – 5/1998

DESKTOP SUPPORT TECHNICIAN

Responsibilities:

Researched and developed documentation for Lotus Notes installation and configuration (Notebooks & PCs).

Developed documentation for PCOT install for Windows for Workgroups 3.11.

Gained experience in Macintosh OS by assisting coworkers on Macintosh troubleshooting and install calls.

Gained troubleshooting and install experience in Windows for Workgroups O.S, Windows 95 and NT 4.0

Gained experience in troubleshooting several hardware issues related to network connectivity.

Closed the most troubleshooting tickets on the team in the month of August (121).

Worked on project installing CD-ROMs on various O.S. platforms.

Assisted the Team Leader by RASing for Desktop Team.

Common Problem Management Tool (CPMT) was used for as the call tracking software.

DuPont Stine Haskell Lab (through Computer Aid Inc) Newark, DE 1/1997 – 3/1997

HELP DESK TECHNICIAN

Responsibilities:

Worked with VAX / VMS, 3.12 Novell servers and 3.51 NT servers.

Learned to support Macintosh users concerning installs, network connectivity and Internet access.

Learned the DuPont Environment and assisted in creating documentation for training new Help Desk Technicians.

Closed 219 work orders which were PC and Macintosh related while on the AG Help Desk.

Common Problem Management Tool (CPMT) was used for as the call tracking software.

Suburban Cable (through Computer Aid Inc) PA/ DE / NJ 11/1996 – 12/1996

INSTALL \ ROLLOUT TECHNICIAN

Responsibilities:

Participated in rollout of Lotus Notes, including network and remote installs on Desktops and notebooks.

Setup of a PC training room for a Windows 95 class (PCs connected to WAN through Hub).

Assisted in the setup and configuration of new hardware (PC upgrade to Pentium processors).

Participated in the setup of the Wilmington system to interact on the WAN.

Setup notebooks using docking stations, installed local printers and configured network printers.

Installed other software applications such as MS Office 95 and Novel client for Windows 95.

Novatek Systems, Inc. Broomall, PA 1/1994 – 10/1996

PC PROGRAMMER / ANALYST

Responsibilities:

Wrote code changes to new proprietary PC software for manufacturing industry to interface with IBM Mapics II.

Code changes allowed multiple user access for SIP, proprietary 21 st module of MRP II.

Used dBase 5.0 to design, develop and program above software package using over 11,000 lines of code.

EDUCATION

Delaware County Community College, 2001

MCSE Certification – NT Workstation 4.0, NT Server 4.0, TCP/IP, IIS 4.0

MCSE Class Windows 2000

The Chubb Institute, 1996

Diploma in Network Engineering & Data Communications GPA: 3.67

Novell Class Training – C.N.A. 3.12 with 4.1 update

The Pennsylvania State University, 1991

C.S. Major / Business Minor (Incomplete, 1yr remaining)

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