desktop supportTechnician

L ibasse Saye

**** ******** **** *** *

Raleigh, North Carolina 27616

Mobile: 919-***-**** Email: ******@*****.***

Qualification Summary

Eastern Oklahoma State College graduate offering a strong academic background in

software engineering combined with excellent IT internship experience as a helpdesk technician.

Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively

resolved challenging technical issues on a range of systems in the college environment.

Quickly learned and master new technology; equally successful in both team and self-directed

settings; and proficient in a range of computer systems, tools and troubleshooting.

French & English – Native language is French, educated in English. Fluent in speech, high level of

comprehension, reading and writing abilities in both languages.

Education

Eastern Oklahoma State College – Wilburton, OK 2006-2007 Graduated

A.S. in Computer Information Systems program GPA: 3.8 /4.0

Concurrent Employment with College Studies:

Student Helpdesk Technician (2006-2007): Provide networking / desktop support and

perform mainframe and account maintenance tasks. Earned commendations for teamwork,

f lexibility and work excellence in providing IT support to students and faculty.

Blinn College- Brenham, TX 2005 -2006

A.S. in Computer Information Systems program GPA: 3.7 /4.0

Technology Summary

Certifications: Network + and CCNA (In progress)

Systems: Windows 9X / NT /2000 /XP /vista /7, Novell, Mac OS,

Wireless: Wireless RF Tools, GSM, USMTS, CDMA,TDMA,WCDMA,EDGE and GPRS

Languages: Visual Basic,, HTML, CSS, C+

IT Experience

Eastern Oklahoma State College – Wilburton, OK

H elpdesk Analyst / Student (2006 to 2007)

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-

downs and data recoveries.

Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if

appropriate), resolution and closure of trouble tickets.

Thorough with the installation procedures for different hardware

Researched and developed knowledge-base articles for Lotus Notes issues, resulting in an increase in

f irst-call-resolutions of 20 additional calls per week.

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently

scoring between 95%-100% on all calls (outperforming average of 90%).

Handled 30+ technical / m ission-critical calls daily and consistently met high service standards.

Employment History

Desktop support Analyst / M igration technician (CARQUEST) 2013-present

• Load image using Dell KACE a nd create/manage/change configurations of client

p rofiles on computing device using Windows Operating Systems (i.e. Windows 7).

• McAfee Endpoint Encryption 7.x of all hard drives

• USMT using KACE deployment Center for migration

• Add client devices to a domain and resolve issues that may occur because of

changes to the clients computing environment under this contract.

• Support the integration, management and troubleshooting of security applications

w ithin the core image; Antivirus, D isk Encryption and DLP solutions

• Manage multiple client (Active Di rectory) profiles on a single computing device

• Using HEAT ticketing system support staff track and log support incidents and

service requests

• Support the integration, updates, management and troubleshooting of middleware

i ncluding Java, OBDC etc. for core builds.

• I nstall, configure, and support Microsoft Office and outlook McAfee Suite and/or

Symantec Anti-Virus software..

• Work successfully in a la rge team environment, with individual accountability

• T roubleshoot and resolve hardware/peripheral/software problems

• Document issues and resolutions of issues (i.e., all user interactions and follow

t hrough actions)

Cellular Field Service Technician (FSO) / Dr ive test Ericsson 2013-Present

• Proficiency in primary skills of customer relations, basic electricity, basic electronics, basic

telephony, radio principles for CDMA /GSM / U MTS / LTE.

• Collect UE physical measurements (i.e. SC, RSCP, Ec /No) of cell sites

• Proven experience in installing new cell site equipment from vendors including Ericsson,BTS,

L ucent and Cisco, from channel card elements up to complete new cell site installs

• Test equipment including: T-Birds, DataPro, pilot scanners,Ajilent, baseline equipment, spectrum

analyzers

• Collect drive test data in support of performance evaluations and build program prioritization;

t roubleshooting and resolving VoLTE complaints and trouble tickets; creating maps for network

optimization and planning; and conducting special engineering studies (Parameter audits, RF Call

T race).

• Experience in Integration, Installation, and troubleshooting of digital unit ( DUL/ DUW/ DUG scripting)

• L TE 4G Integration activity (Element Manager), DUL scripting, quality checks, labeling and the

administrative tasks essential i n completing engineering close-out packages.

• Familiarity with Lucent, Ericsson, and vendors for CDMA / EVDO,IDEN

• Active engagement with key customer interfaces such as Sprint AT &T,Cleawrire Etc.

T ier 2 Help desk Tech / J r Server Admin (Hcl America) Deutsche Bank 2012-2013

• Windows Server 2003 /2008, M icrosoft Windows I IS 7.0.

• Knowledge of DOS, Windows XP /7, Thin Client, MS- Office Suite: MS-Word, MS-Excel,

Lotus Notes, SharePoint M S-Outlook / Exchange.

• M igration from Windows XP to 7 Upon request

• Remote desktop connectivity applications, VPN,Citrix, VSphere and VMware 4.1

• Windows, Lotus notes and Outlook password reset

• Application Deployment using DBMC7 (windows 7) and Prepop (XP)

• Windows Mobile device Configuration(Blackberry Support) Soft Token Activation

• OS architecture knowledge and market data installation ex Bloomberg

• DB symphony Ticketing tool knowledge

• Working with and troubleshooting all of the following, including, but not l imited to:

S MTP, SNMP, SNTP, POP, FTP, SSL, SSH, HTTP, HTTPS, telnet, SFTP, DNS, RDP,

T CP, ICMP, and UDP

• Troubleshoot iSCSI, and RAID issues on the network.

B ilingual (French / English) Help desk Tier 1(Kodak) 2011-2013

• responding to incoming calls and assisting operators with questions regarding equipment

operation, technical troubleshooting, and repair

• Password Resets

• Remote desktop connectivity applications, VPN,Citrix, Vsphere and VMware.

• Vantive Ticketing tool Knowledge

• As directed, dispatching a field technician to service the equipment

• establishing and maintaining effective customer relations

• seeking to achieve a high level of customer satisfaction by improving equipment operation

a nd reducing down time of the equipment

Crown Oil Company Assistant M an ager, Ra leigh, NC 2008

– 2011

• Assists the general manager ensuring that safety and accident handling procedures are

followed; and in conducting safety meetings and training.

• Assists the GM in assuring buildings, equipment and grounds are clean and inviting; that

merchandise is properly stocked, rotated and cleaned.

• Handle company sales, balance accounts and generate daily sales report.

• Monitor product performance and identify setbacks.

• Supervise and direct the activities of employees

• Ensure excellent customer service with training and development of employees

• Monitoring compliance with company policies and procedures

• Control expenses & maximizing sales and profitability

• Ensure flawless execution of programs

Wireless Logix (Verizon/Motorola) RTF Test D r iver, Raleigh, NC 2007 - 2008

• Experienced and talented IT specialist with the sense of responsible and leadership

qualities to developed and maintained the IT departments

• Work with the team for the management and coordination of the project and support.

• Broad experience of software driver development for cellular chipsets.

• Excellent experience of serial port and DMA engine drivers.

• Strong experience with cellular scanner and drive test data collection

• Excellent experience of serial port and DMA engine drivers.

• Proficiency with wireless communications, M M IC design and test instrumentation

Eastern Oklahoma State College, Wilburton, OK Lab Assistant 2006- 2007

• Understanding and enforced the lab policies and procedures, while

Safeguarding confidential restricted information by monitoring computer usage.

• Provided courteous and professional user support and customer service to users

of the lab’s access computers, including, but not l imited to:

• Assistance with reservation, logon, and printing procedures.

• Assistance with M icrosoft Office software programs.

• Assistance with fi le management in a Windows environment.

• Assistance with basic Internet sites and services (email, searching, etc.).

• Responsible for the college’s computers and ensured that the computers

are ready for use, paper is stocked, chairs are pushed in, monitors are clean, etc.

• Performed data entry and word processing support for record-keeping projects,

especially those related to the L ibrary’s computer hardware and software.

• Performed basic maintenance and troubleshooting for L ibrary hardware and

software.

IBM, Research T r i angle Park, NC Assembly Line Technician 2004-2005

• Scanned and located BIOS, accurately and carefully installed parts on motherboards.

• Maintained equipment, soldering, inspect manufactured items for cosmetics, conformance

to drawings, and quality standards, verified proper markings per prints, follow priority

schedules.

• Assisted team members and provide support.

• Worked with engineering to identify and correct problems.

Reference provided upon request

Contact this candidate