Jesse J. Collins

***** *** **** **** *** Park MI, 48327 313-***-****

E-Mail: acd95f@r.postjobfree.com

PROFESSIONAL SUMMARY:

Windows Admin, Network & Desktop Support Technician, and Help Desk Analyst

with 15 years experience diagnosing and resolving technical/customer

inquiries.

Successfully maintained connectivity between host systems, including native

operating system protocols

Researched and resolved LAN\WAN problems, including IP resolution, cabling

problems, internet connectivity, and networking equipment malfunctions

Reset of user password via AD, Windows Server 2003 & 2008 Administration

Cisco switch & router maintenance and setup

Setup VM's using Citrix, VMware, and Virtualbox.

Proficient in Windows-based environments, Internet, and MS Office

applications.

Strong working knowledge of Wired or Wireless Products and Services.

Able to clearly understand problems and find positive solutions through use

of troubleshooting, problem solving, teaming and communication skills.

Windows: 9x, ME, 2000, XP and 7 configurations, install, and

troubleshooting.

Wireless Network Setup, configuration, and security lock down.

Custom computer builds. SMS & pcAnywhere for remote support.

Using Windows Office to make databases, spreadsheets, and web pages.

PROFESSIONAL EXPERIENCE:

Henry Ford Health Systems, MI, 208 - Present

Windows Admin, and Network & Desktop Support Technician

Re-image PC's and laptops using Clonezilla.

Setup PC with sysprep and verify setup.

Imaging up to 10 PC at a time.

Support RIS software

Resetting end user passwords and unlocking AD accounts

Creating and editing Domain Polices

Patching and rewiring network closet

Using ping and tracert to troubleshoot network issue

Removing malware from computers and laptop.

Making and editing script files.

Performed maintenance of personal computers and peripheral equipment,

identifying problems and providing appropriate solutions.

Installation of Windows 2000, XP, and 7 to new and old computers.

Repaired, serviced, and replaced parts, boards, and equipment for Dell and

Compaq computers. Inventory of incoming and outgoing equipment.

Setup Windows XP and Window Server 2003\2008 VM's

St. John Health Systems, MI, 2005 - 2008

Senior Deployment Tech and Desktop & Network Support (Contract)

Re-image PC's and laptops using Zenworks.

Setup PC with sysprep and verify setup.

Adding printer to PC using Novell Console One as an application.

Imaging up to 25 PC at a time.

Making and editing script files.

Patching and rewiring network closet

Using ping and tracert to troubleshoot network issue

Setup an image server using Image Center from Norton.

Performed maintenance of personal computers and peripheral equipment,

identifying problems and providing appropriate solutions.

Installation of Windows 2000, and XP to new and old computers.

Repaired, serviced, and replaced parts, boards, and equipment for Dell and

Compaq computers. Inventory of incoming and outgoing equipment.

Setup an MS Access database to store all refreshes information.

Collins Custom Computers, Detroit, MI, 2003 - 2005

Senior Desktop Support

Performed maintenance of personal computers and peripheral equipment,

identified problems and provided appropriate solutions.

Installation of Windows 9x, XP, and ME, 2000, to new and old computers.

Repaired, serviced, and replaced parts, boards, and equipment for Dell,

Compaq, Toshiba, Hewlett Packard, Packard Bell, and Xerox computers.

Configuring a wired or wireless network in the home or small business.

Built and maintained web sites.

Building custom computers per client's specs.

Committed to the assistance and support of others while maintaining a

cheerful and helpful attitude.

Assessed client needs and recommended appropriate products or

modifications.

Trained in and maintained excellent interpersonal and communication skills

that complement proven creative problem solving capabilities.

Best Buy, Roseville, MI, 2003 - 2005

Desktop Support / Customer Service

Responsible for setting up new computers.

PC hardware and software installs on IBM clone computers.

Removal of virus, adware, and spyware.

Shipping and returning products.

Cash management and paper filing.

Installing and supporting Windows XP.

Selling Geek Squad services and products.

Maintained trouble-ticket system to record and track user calls and e-

mails, resulting in 10% increase in revenue.

Maintained excellent client relations and service based on outstanding

communication, technical efficiency and problem-solving skills.

Re-imaged laptops and maintained hardware infrastructure.

Built a rapport with customers and proposed different products and services

based on their account history to help minimize their monthly bill.

Researched new and followed up on existing disputes and problems.

HAP, Detroit, MI, 2001 - 2003

Helpdesk Support

Responsible for software support within the Windows 9x and 2000

environments.

Printer support wit WebJet Admin. Windows 2000 Administration: Adding

users, password resets, and unlocking accounts. Adding computers to the

domain.

Call center duties: answering pones, Opening problem tickets, resolving

issues, and using SMS to help with troubleshooting PC's and laptops.

Provided superior customer service and work quality while demonstrating

attention to detail, flexibility and innovation in resolving problems.

Possess effective communications skills, and work well with others at all

levels.

Kmart, Troy, MI, 2001

Level II Network Support

Troubleshooting switches and access points.

Configuring IP setting for wireless networks.

Pinging drops to check connectivity between hosts. Server swap outs.

Wrote and revised programming codes, macros, and script/batch files.

Ford Motor Company, Dearborn, MI, 2000

Computer Software Support Level II

Level II software (Windows NT, 95, 98, and 2000), Outlook 2000 support.

Responsible for answering support calls and opening calls in Remedy.

Upgrading software to latest versions.

Held software training for 25 co-workers per training sessions.

Network configuration (IP, subnet mask, and DNS).

Performed Y2K system upgrades, and hardware and software upgrades as field

technician.

Installed and configured computer workstations and configured laptop

computers for RAS and docking station connections on LAN.

American Community Mutual Insurance Company, Livonia, MI, 1999

Desktop / Network Support Technician

Successfully maintained connectivity between host systems, including native

operating system protocols, TCP/IP, IPX/SPX, NETBIOS, and peripheral

sharing devices using NFS.

Performed Windows NT and 2000 server builds for hardware and OS

installation.

Troubleshot and resolved desktop, network, and systems issues.

Wrote and revised programming codes, macros, and script/batch files.

Installed operating systems and applications and conducted technical

training demonstrations.

Thomas M. Cooley Law School, Lansing, MI, 1997 - 1999

Desktop / Network Support Technician

Responsible for performing troubleshooting of computer systems and related

equipment, successfully completing all projects on time and under budget.

Researched and resolved problems on workstations and LAN, including IP

resolution, cabling problems, and peripheral malfunctions.

Successfully setup, diagnosed and repaired personal computers.

Implemented user mailboxes and accounts.

EDUCATION:

Associate Degree: Computer Networking and Communications, Lansing Community

College, MI

TRAINING AND CERTIFICATION:

A+ Certified Professional, CompTIA, 2002

Microsoft Certified System Engineer, Microsoft, 2001

CCNA Voice - Currently working on

CCEE - Currently working on

MCSA Windows Server 2008 R2 - Currently working on

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