Help Desk Software
Resume:
Daniel J. Castellano
Media, Pennsylvania 19063
********@***.***
September 2013 - October 2013
PJM Interconnect
Norristown, PA
. Rollout of Windows 7 for 1500 users.
. Interviewing users and cataloging users programs before rollout of
hardware
. Follow up with desktop and help desk support after delivery of new or
reimaged laptop ensuring programs, files, mapped drives, printers, etc.
are all in place and working.
. Using SCCM 2012 for remote access of user's PC.
. Support for Microsoft Office 2010
. Support for Windows 7
December 2012 - August 2013
DJMC CO
Media, PA
. Self-employed providing remote help desk and desktop support
. Cleaning hard drives of adware, spyware and malware
. Recovering files from hard drives that have crashed
. Building custom desktop computers
. Purchasing desktop and laptop computers and then reinstalling operating
system and software for custom configuration.
. Upgrading desktop computers and laptops
. Instructing users on how to use hardware and software
. Setting up small networks for home and small businesses.
. Microsoft XP/VISTA/7 Office 2003/2007/2010
. Configuring routers
. VMWare
. Instructing users how to avoid problems
. Desktop Support Level III also Remote Support.
. Jr. Network Administration
. IT Analyst
May 2012 - October 2012
Project Management Institute
Newtown Square, PA
. IT Analyst
. Supported both Microsoft XP and Windows 7
. BMC Tracking Software was Help Desk program to keep track of tickets
. Created and edited user accounts in Active Directory 2008
. Granted permissions to folders and files in Active Directory
. Created and edited user accounts in Microsoft Exchange 2010
. Maintained Exchange Distributions Lists
. Imaged and reimaged computers manually, or using PXE Boot and Windows 7
Recovery Disc
. Supported Office 2003 / 2007 / 2010 both Ost files and Personal pst
Folders
. Supported and created accounts for Microsoft Lync
. Help Desk phone support and Desktop Support, for both hardware and
softwaret
. Provided support for various wireless networks at headquarters
. Provided support for CGI Explorer, Openscape, BMC Tracking Software and
Cert Administration
. Supported Cisco VPN Client for local and remote users.
. Installed Symantec Endpoint on desktops and laptop using Admin Account
. Installed both Dell Network Printers and IP Printers
. Upgraded desktop and laptops
. Discovered and Maintained Asset information for all laptops and desktops
in company
. Disaster recovery using Windows 7 restore or disaster recovery programs
. Added memory, reinstalled hard drives and wireless cards for Dell laptops
. Contact person for Dell warranty work for Dell laptops
March 2012 - April 2012
DJMC CO
Media, PA
. Self-employed providing remote help desk and desktop support
. Cleaning hard drives of adware, spyware and malware
. Recovering files from hard drives that have crashed
. Building custom desktop computers
. Purchasing desktop and laptop computers and then reinstalling operating
system and software for custom configuration.
. Upgrading desktop computers and laptops
. Instructing users on how to use hardware and software
. Setting up small networks for home and small businesses.
. Microsoft XP/VISTA/7 Office 2003/2007/2010
. Configuring routers
. Instructing users how to avoid problems
. IT Analyst
December 2011 - February 2012
Genesis Health Care
Kennett Square, PA
. IT Analyst
. Help Desk and Remote Desktop Support for 1,000 users in 100 facilities
. Pulse VPN Support
. Software and Hardware Support
. PGP Desktop Encryption
. Rollout and Implementation of Windows 7
. Network Connectivity and Remote Connectivity
. Crazy IP Network Scanning Program
. Dameware Remote for remote access.
. Desktop, Laptop and Printer initial setups
. Microsoft Outlook 2003, 2007, 2010
. Instructing users how to avoid network lockouts and expiring passwords
. Resetting Network Passwords and Unlocking Accounts
September 2011 - November 2011
Catholic Health Care East
Newtown Square, PA
. Help Desk Support and Remote Desktop Support for 7,000 users in 20
different hospitals
. Software and Hardware Support
. Microsoft SCCM 2007 remote access
. Microsoft Active Directory
. Network Connectivity and Remote Connectivity
. Blackberry Activation
. Heet Tracking Software
. Vergence Single Sign On
. Citrix
. Office 2003, 2007 and 2010
July 2011 - August 2011
University of Pennsylvania Hospital
Philadelphia, PA
. Participating in a roll out of new desktops for clinical floors
. Installing base image on computers, then installing additional
proprietary software i.e. Sunrise, Epic
. Used SCCM to image computers and Active Directory to add computers to
network
. Recovering files from old computer and reinstalling these files on new
computers
. During the process of installation of new computers making sure users can
access and log into their individual programs and also are able to print
from their new computer
. Provided desktop support for any problems occurred
. Rewriting documentation in order to make the process easier to follow.
. Updating asset database keeping track of both new and old computers
May 2011 - June 2011
DJMC CO
Media, PA
. Self-employed providing remote help desk and desktop support
. Cleaning hard drives of adware, spyware and malware
. Recovering files from hard drives that have crashed
. Building custom desktop computers
. Purchasing desktop and laptop computers and then reinstalling operating
system and software for custom configuration.
. Upgrading desktop computers and laptops
. Instructing users on how to use hardware and software
. Setting up small networks for home and small businesses.
. Microsoft XP/VISTA/7 Office 2003/2007/2010
January 2011 - April 2011
Asplundh Company
Willow Grove, PA
. Providing Level II help desk and desktop support
. Reimaging desktops and laptops due to viruses
. Installing patches and fixes for software.
. Supporting Windows XP and Windows 7 and Office 2003, 2007, 2010
. Microsoft Active Directory
. Team Viewer for remote access to users' computers
. MS Forefront anti-virus software
. Altiris imaging software
. Troubleshooting hardware and software problems
. Cleaning hard drives of adware, spyware and malware
. Recovering files from hard drives that have crashed
. BMC ticketing system
. VPN Support
. Installing and troubleshooting air cards
November 2008 - December 2010
DJMC CO
Media, PA
. Self-employed providing remote help desk and desktop support
. Cleaning hard drives of adware, spyware and malware
. Recovering files from hard drives that have crashed
. Building custom desktop computers
. Purchasing desktop and laptop computers and then reinstalling operating
system and software for custom configuration.
. Upgrading desktop computers and laptops
. Instructing users on how to use hardware and software
. Setting up small networks for home and small businesses.
. Microsoft XP/VISTA/7 Office 2003/2007/2010
February 2008 - October 2008
Devereux Organization
King of Prussia, PA
. Providing desktop support and help desk support
. Reimaging desktops and laptops due to viruses, error messages and also
imaging newly purchased desktops and laptops
. Installing patches and fixes for software.
. Troubleshooting hardware and software problems
. Researched e-mails that failed in delivery or are not received.
. Supporting both print server and IP address HP network printers.
. Operating System Windows XP Professional and Vista
. Supported Microsoft Office 2003, Office 2007,Oracle
. Footprints help desk tracking program
. VNC, Net Meeting, Microsoft Remote Desktop for network connected
computers
. LogMeIn.com for computers not connected directly on network
. Dell Desktops and Laptops
. McAfee, Spybot, Pest Patrol used to remove spyware and malware
. Registry edits and group policy changes
. Novell Console One
. iManager
. Citrix
. Groupwise
. Computrace: tracking program for laptops and desktops
. Citrix Management
. Gymantec Ghost 8.2
January 2002 - February 2008
Cardiovascular Group
Ridley Park, PA
. Providing desktop support and help desk support for Windows 2000 and
Windows XP Professional
. Reformatting and imaging new computers and installing Windows XP and
Microsoft Office Pro 2003
. Purchasing and testing software
. Purchasing hardware
. Installing software and hardware
. Troubleshooting, repairing and upgrading desktop computers
. Set up Outlook e-mail accounts
. Installed and maintained Norton Products, Anti-Virus and System Works
Pro, Internet Security, Anti-Virus Corporate 10. Also installed anti-
spam, adware and spyware protection.
. Instructing users and assisting with remote access.
. Microsoft Active Directory
. Maintain network, both wired and wireless
. Solve problems with network, hardware, software or connectivity
. Assist with transformation of office into a "paperless" office
. Provide telephone support
. Disaster Recovery
September 2001 - December 2001
Davita Inc.
Berwyn, PA
. Help Desk and Remote Desktop support position, participating in the
upgrading of desktop image already deployed in over 500 locations. Using
PC Anywhere and Microsoft Net Meeting, remotely accessing user's
computers and updating registry, installing service packs, checking
connectivity and configuring network settings for Windows 2000
Workgroups.
September 2001
Intracorp, Inc
Philadelphia, PA
. Provided help desk support during their integration of Microsoft Exchange
Server
. Assisted users in configuring Outlook 97 in order for them to receive and
send mail.
May 2000 - February 2001
Astra-Zeneca
Malvern, Pennsylvania
. Participated in a company-wide rollout of Windows 2000, including desktop
and help desk support, scheduling deployment, and cataloguing user
profiles in the Vantive database.
. Assisted the department manager with inspecting, inventorying,
liquidating, or redeploying used equipment and distributing new hardware
to multiple locations.
. Assisted build team in imaging computers.
August 1999 - May 2000
Certified Medical Specialists
Ridley Park, Pennsylvania
. Desktop and help desk support for Windows 95, 98, and NT Workstation,
Unix Emulator, Microsoft Word, Excel, Access, Outlook 97 and 2000,
Internet browsers, Internet access, and remote access. Installed and
supported proprietary software for Medicare and Pennsylvania Blue Shield.
. Responsible for hardware repairs and upgrades and software purchases and
upgrades.
. Utilized on-line Technet database and Usenet groups for researching and
troubleshooting.
February 1999 - July 1999
Conectiv Energy
Newark, Delaware
. Assisted with an NT-migration rollout managed by Forte Systems of West
Chester, PA.
. Provided desktop and help desk support.
September 1998 - February 1999
Certified Medical Specialists
Ridley Park, Pennsylvania
. Desktop and help desk support for Windows 95, 98 and NT Workstation, Unix
Emulator, Microsoft Word, Excel, Access, Outlook 97 and 2000, Internet
Browsers, Internet Access, and remote access. Installed and supported
proprietary software for Medicare and Pennsylvania Blue Shield.
. Responsible for hardware repairs and upgrades and software purchases and
upgrades.
. Utilized Online Technet database and Usenet groups for researching and
troubleshooting.
July 1998 - August 1998
Intersearch Corporation
Horsham, Pennsylvania
. Assisted in a Outlook 97 rollout project for Windows 3.1, Windows 95, and
Windows NT.
. Installed software, configured network protocols, and created user
accounts on Microsoft Exchange Server.
. Instructed users in Outlook 97.
. Provided desktop support services.
December 1997 - June 1998
Foamex Corporation
Linwood, Pennsylvania
. Supervised help desk and desktop support.
. Repaired and configured laptop computers for software and dialup
services.
. Responsible for purchasing hardware and software and updating licensing
agreements.
. Vendor negotiation.
. Configured PC's with corporate image than shipped to users.
August 1997 - October 1997
Delmarva Power and Light Company
Newark, Delaware
. Assisted the Project Leader with the company-wide rollout of Reachout
7.0, Windows 3.1, Windows 95, and Windows NT.
. Created Access 97 database and produced queries and reports for 550
desktops networked with Banyan Vines.
Education
La Salle University Philadelphia, PA
Bachelor of Arts degree in English, Minor degree in History
Temple University Philadelphia, PA
Master of Arts degree in Military History
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