Desktop Support Technician
Resume:
Allentown, PA, ****3
*****.***********@*****.***
Edwin Ayala Jr
To obtain permanent employment where I may be able to perfect my craft, advance
OBJECTIVE
myself within my career, and become an asset to the team
Microsoft Office 2000-2013 Suite, Microsoft Applications, Exchange, Active Directory,
SKILLS &
Lotus Notes, Open Office, LanDesk, Netmeeting, DameWare, VMWare, WebEx,
A BIL ITIES
Nomadis, SMS, SDG, Goverlan, Remedy, Hummingbird Sessions, Windows Virtual
PC, Blackberry, iPhone, Android, tablets, SonicWall VPN, Imaging system Acronis, HP
computers, Dell computers. Anti-virus and Spy-ware products including those
produced by Norton, Malwarebytes, HitMan Pro, Kaspersky, and McAfee
Databases: Exchange, Microsoft Access, Lotus Notes 7/8
Environments: Windows 9x/NT/2000/XP/Vist/Windows 7 & 8, Linux (Red Hat, SUSE)
EXPERIENCE H E L P DESK TEC H., GATEWAY F U N D I NG
December 2011 - Present
Support all Gateway Funding end users Pcs, applications, printers, scanners,
t ablets, smartphones, and network connectivity issues
Charged with creating and updating computer images using Acronis for office and
remote users
Configure network computers for new hires and computers that are assigned to be
on the Workgroup
Was charged with managing the Panasonic analog phone system and currently
support VOIP Shortel phone system
Use several remote desktop tools such as DameWare, WebEx, Log me in, Join.me,
and NetViewer for remote t roubleshooting
Install, update, and support all Microsoft related software
Test applications and hardware before deployment
Create and edit knowledge base articles for the team and end users
Install and support SonicWall VPN for remote users
Support users that use VMware virtual desktops
Responsible in unlocking and resetting end user accounts
Assigned to setup, edit, or terminate user accounts via Active Directory
Manage and support to a certain degree Microsoft Exchange by creating, editing,
deleting, and setting permissions for all end user mailbox accounts
Utilize Support Suite, created by Kayako InfoTech, to track, create, modify, resolve,
and escalated help desk t ickets
Provide in person and over the phone t raining with new hires to access their
accounts for the first t ime
Charged with keeping track of all assigned equipment, utilize a custom Excel sheet
I created for the team to assist with tracking all equipment orders, replacements,
for the entire company
Responsible with ordering print toners, replace them when needed, and contact
p rint technician contractors for printer issues
Setup users with eFax numbers and provide brief t raining on how to use eFax
Given the responsibility in allowing smartphones and tablets to be enabled for
email access
Assist users who use their personal computers for work in setting up their email,
i nstalling Vmware, and providing suggestions for optimal performance
Work closely with branch managers in order to assist them with any and all issues
or questions
Environment Tools: Support Suite, DameWare, Active Directory, Microsoft Office
2007/2010/2013, IE 6-10, Acronis 11, VMWare, Microsoft Exchange, Adobe
Applications, eFax, SonicWall VPN, 7-Zip, Barracuda, IPSwitch, Kaspersky,
M alwarebytes, NetViewer, Join.me, Log me in, PDF Creator, Lync 2013, iPhone,
Galaxy S series, Windows Phone, Android devices
D ESKTOP SUPPORT CONTRACTOR, BNP PAR IBAS
November 2011 – December 2011
Charged with supporting all BNP Paribas end users PCs, applications, printers, fax,
and network connectivity issues
Responsible in building PCs as well as updating and repairing hardware and software
products for office and remote users
Troubleshoot all in house applications and deploying them through SMS and SDG
Use Goverlan to remote into users machines and modify, create, delete all network
accounts
Support and install all Microsoft based applications
Troubleshoot all Blackberry smart phone connectivity issues and enterprise activation
issues
Install and repair SRA Nomadis remote connection tool for VPN access
Responsible in resetting and unlocking network and application accounts
Use Active Directory to manage all network accounts, computer accounts, and
modifying profile privileges
Utilize Remedy to track, create, modify, resolve, and escalate troubleshooting tickets
Provide one on one training with new hires to access their network accounts for the
first time
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Environment Tools: Lotus Notes, Outlook, Remedy, System Management Services,
iMage Client Xml Creator, SMS Client Center, iMage Software Delivery Groups
Manager, Active Directory, Goverlan, Net Meeting, LanDesk, McAfee, IBM Sametime,
Internet Explorer 6-9, Mozilla Firefox, Hummingbird Sessions, AIM, Microsoft Office
Suite, RSA SecurID Token, VPN, Adobe, Java, Blackberry, desktop PCs, laptops, and
printers
H E L P DESK TEC H., I KO N DOCU M E N T E F F I C I E NCY
November 2008 – November 2011
Responsible in supporting IKON/RICOH internal users, company applications,
Windows based applications, and network connectivity related issues
Support Lotus Notes versions 7 & 8 and Outlook 2003/2007
Troubleshoot Windows based applications such as Microsoft Office Suite, Visio, and
Access
Charged with supporting Oracle sites and Oracle accounts
Support Acrobat Professional, Adobe Reader, and eCopy
Assigned to test new systems before it is added to the standard image for the users
laptop and desktop machines
Troubleshoot PC and printer network connectivity issues for the office and remote
users
Support Cisco and Nortel VPN for users working remotely
Charged with adding/removing permissions, creating new network accounts, and
resetting network passwords via Active Directory
Support all internet browsers such as of Internet Explorer, Mozilla Firefox, Opera,
Safari, and Google Chrome
Utilize Remedy to record incidents or escalate tickets to other departments for further
assistance
Install both network and local printers for all IKON/RICOH users
Utilize as well as troubleshoot Avaya applications
Provide support for all smart phones including BlackBerry, iPhones, and all versions
of Android
Assist new hires on how to utilize the basic functions of the system and also train
current users on how to use newly installed systems
Environment Tools: Active Directory, Remedy, LanDesk, Windows Net Meeting,
Oracle, Lotus Notes, Sametime, Blackberry, iPhone, Android, Microsoft Exchange,
Microsoft Office Suite 2000-2007, Internet Explorer, Firefox, Safari, Malware
Bytes/Spybot, Norton, Windows XP/7 Professional, Adobe Applications, VPN, eCopy,
Nortel, and Java
H E L P DESK TEC H. CONTRACTOR, JP MO RGAN CHASE
February 2008 – November 2008
Assigned to answer incoming calls regarding password issues for the 3,000
applications that is supported by JPMorgan Chase
Assisted in installing and uninstalling Microsoft applications and applications
supported by the bank
Supported multiple applications such as Peregrine, Lotus Notes, Lotus Sametime,
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Microsoft Office, Sun Java, Windows XP, Extra, Microsoft Outlook, Lexis Nexis, Citrix
and AS\400 Nodes
Supported multiple mainframes such as SEI, Teleview, Gateway Super session, and
HP3000 System K and System L
Utilized the ticketing system entitled Peregrine in order to create incidents that are in
need of further assistance or record keeping purposes
Remotely controlled clients PCs in order to determine the issues that they are
involved in
Assisted clients, as well as co-workers, on how to use certain applications that are
supported by the bank
Provided the following assistance: mapped network drives, repaired Internet
connections, pinged the servers, installed network printers, and local printers
Environment Tools: Active Directory, Peregrine, Lotus Notes, Same Time, Microsoft
Office, Java, Windows XP, EXTRA, Microsoft Outlook, VPN Remote Control, Lexis
Nexis, Citrix, AS\400 Nodes, SEI, Teleview, Gateway Super session, and HP3000
System K and System L.
R EPAI R TEC H N IC IA N, TO HS IBA BUS I NESS SOLUT IO NS & CARD
S YSTE MS, I NC.
October 2006 – February 2008
Charged with repairing and replacing PC hardware and software as required
Provided service for physical data card printer that produced Identification Cards,
Hospital Patient Cards, Credit Cards, Bank Cards, etc.
Utilized Telnet to format data cards
Utilized ID Works and MS Access to record data created by the customer for printing
cards
Provided training for the company’s customers on how to use the Data Card hardware
and software
Responsible for promoting the sales of Toshiba equipment and Card Data printers
Provided these services for a wide range of customers throughout Delaware,
Southern New Jersey, and Southern Pennsylvania
Environment Tools: Windows XP/Vista, Microsoft Office Suite, Toshiba Card data
Printers Hardware and Software, Telnet, Microsoft Access, Routers, Desktop
hardware, and RJ-45 network cables.
E DUCATION T H E CH UBB I NST I T U TE, SPR I NGF I E L D, PA, D I P LO MA I N CO MP UTE R
N E TWORK I NG AND SECUR I TY
Courses completed:
A+ Hardware/Software
Network+
Windows Server 2003
Active Directory
Exchange Server 2003
Network Security
Fedora Core (Linux)
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Cisco 2600 Series Router, 2950 and 1900 Series Switches
O C I (OPPORTUN I TY CEN TER I NC.), N EWARK, D E, CERT I F ICATE FOR
O FF ICE CLERK
Completed the following courses:
Data Entry and Office Clerk training
Microsoft Word, Excel, and Power Point training
Hands on experience on how to manage in within an office environment
Telecommunications training
English and Spanish
L ANGUAGES
Upon Request
REFERENCES
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