Desktop Support Expert
Resume:
Finney Abraham
Feasterville-Trevose, PA
19053
**************@*****.***
Work Experience
Data Migration Specialist June 2014 to present
Exelon/PECO
● Maintain and support corporate standard OS build process
Creating reference images for multiple hardware scenarios
● Capture and restore user data using USMT
Create custom scripts to include and exclude certain files as per policy
● Install applications on workstation and laptops through LANDesk
● Track and document installed applications on customer web portal
● Conduct Quality Assurance on migrated data and installed application
● First point of contact for next day support for clients, ranging from users to directors
Provide advanced troubleshooting for complex issues related to custom applications or to the OS
Client Technology Analyst December 2011 to
June 2014
Canadian Imperial Bank of Commerce
Participating and helping deliver projects in a timely manner:
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Corporate-wide hardware refresh, consisting of over 5000 laptops and workstations
Network Device Refresh
Windows 7 web deployment testing
Windows 7 application testing
Deployed HP desktops and laptops as company standard equipment
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Facilitated the assignment of tickets amongst technicians
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Execute IMAC (Install, Move, Add and Change)
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Maintained updates to asset management system in accordance with internal asset management
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procedures
Performing advanced troubleshooting to determine and resolve hardware and software
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malfunctions at the desktop level
Creating batch files to simplify software installs per department
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Training and mentoring co-op students and new co-workers
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Worked with Asset Lifecycle team on researching and purchasing assets for company
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Desktop Deployment Specialist June 2011 to December 2011
City of Markham
Worked in a team of six, reporting to the Project Manager and Project Lead on a $2+million
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hardware and software upgrade in a 6 month time-frame
Installed Windows 7 images via Microsoft SCCM and Norton Ghost
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Assisted in creating standardized image for deployment
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Created software packages to use with task sequence
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Captured and restored user data through using USMT 4 locally, over secure network, and through
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Windows Easy Transfer
Deployed HP workstations, notebooks, tablets and Panasonic Toughbook’s to end user
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Setup network printers and local printers via USB to Parallel
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Prepared documentation on deployment standard operating procedures and best practices
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Managed inventory of old equipment for asset management purposes
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Liaised with application department to package applications for SCCM deployment
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Certifications
CompTIA A+ CE
November 2013
CIW Web Foundation Associate
January 2014
CIW Web Design Specialist February 2014
Microsoft Certified Professional (MCP)
March 2014
Microsoft Server Virtualization with Hyper-V and System Center
March 2014
Windows 7, Configuring (MCTS)
March 2014
Cisco Certified Network Associate (CCNA) April 2014
Windows 7, Enterprise Desktop Administrator (MCSA) April 2014
CompTIA Security+ May 2014
CompTIA Project+ June 2014
Education
Bachelors of Science in Information Technology Anticipated Graduation: December
2014
Western Governors University
Computer Systems Technician – Networking, Diploma
December 2009
Centennial College
Administering System Center 2012 Configuration Manager (10747) August 2013
Global Knowledge, Toronto
Deploying System Center 2012 Configuration Manager (M10748) June 2014
Global Knowledge, Toronto
Skills
Help Desk - Ability to provide effective and efficient real-time support for a variety of desktop
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technology users
Extensive knowledge in creating, configuring, and troubleshooting PC hardware
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Develop and maintain OS images
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Exceptional business communication skills
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Proven problem solving and analytical skills in challenging environments
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Service Excellence - Ability to understand customer needs and expectations, provide excellent
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service in direct and indirect manner, and fulfill customer expectations
Contact this candidate