Manager Help Desk

Anthony Shane Alexander

*** ******* ******* • Apt. D1 • Brooklyn, NY 11225

*********@*******.*** • 646-***-****

EDUCATION

Brooklyn College Brooklyn, NY

Bachelor of Science: Computer Science June

2006

Medgar Evers College

Associate in Applied Science: Computer Applications Brooklyn, NY

June 2000

WORK EXPERIENCE

ABC Carpet & Home Manhattan, NY

Help desk/AS400/Network. Dec. 1998- Present

• Cisco Unified Communication Manager version 7.1.5: Configuring IP and wireless phones, troubleshooting call

park, directed call park, music on hold and rebooting servers as needed.

• Unified Contact Center Express version 7.0(1): Uploading scripts, prompts, greetings and making changes to

store hours.

• Making changes to the Automatic Call Distribution system as it relates to skills and resources.

• Unity version 5.0: Configuring users by importing them from Microsoft Exchange, deleting users and resetting

voice mail passwords, shutdown and failover and failback as needed.

• Print monthly telephone usage reports for various extensions as requested.

• Captaris Rightfax version 9.4.1: Assign, configure and delete fax numbers as needed.

• Berbee InformaCast version 6.1.1: Adding and deleting extensions from various groups as needed, making

changes to closing announcements and rebooting partition to ensure optimal performance.

• Contact monitoring company and Cisco when changes are to be made and phones have to be replaced.

• IBM AS/400(Iseries) version5 release 4: Month-end processing, printing of said reports, initializing daily backup

tapes, create and terminate user profiles as employees join and leave the company.

• Delete log files, print jobs and other house cleaning functions.

• Help with the resolutions of network, printers, faxes, copiers and point of sale registers.

• Monitor the help desk extension and network during the day, some evening and alternate weekends.

Grenada Electricity Services Limited Grenada, WI

AS/400 Iseries Operator Aug 95-

Aug1997

• Resolve employees’ reports on non-functional printers and computers.

• Answer operators’ messages on console.

• Power on and power off the system.

• Apply program temporary fixes to the operating system.

• Print of registers, bills and meter reading sheets and other reports.

• Save all files on tapes in the event of data loss.

EXTRACURRICULAR ACTIVITIES

• Presently studying to take the CCNA exams.

SKILLS

• Proficient in Microsoft XP, Windows 7/8, Active Directory, Group Policy, DNS, DHCP, Windows Server

2003,2008R2,2012 datacenter and HMC & Netop Remote Control

• Proficient in TCP/IP configurations, Ethernet standards, LAN/WAN.

• Proficient with telephone carrier’s concepts & operations, TDM,PRI/T1/E1.

• Proficient with JDA software.

Contact this candidate