Darren Durkin

*** ********* ****** ******, **. **512

570-***-**** - acg5rp@r.postjobfree.com

Objective: To obtain a new and challenging IT

support position

STRENGTHS: ADP2 Government Clearance,

Foundations Certificate in IT

Service Management, Excellent

customer service skills, Excellent

oral and written communication skills, Proven ability

to reach goals,

Strong organization and analytical

skills

EXPERIENCE:

Metlife/Atos

(Oct 2000 - Present) 2ND TIER IT SUPPORT TECHNICIAN

. Team Leader for four Technical support

representatives and trainer for new

agents.

. Update and maintain Field Adjuster

Staff database.

. Edited and maintained Knowledgebase

Documents in MetLife's Knowledge

Management System within Lotus Notes.

. Support 600+ MetLife Field Claim

Adjusters and Administrative Staff with

Desktop Hardware and Software Issues.

. Responsible for analyzing,

troubleshooting and resolving LAN/WAN

hardware/software applications and

connectivity related issues including

VPN, SSL VPN (Juniper), RSA Secure ID,

soft and hard tokens, Verizon and

Sprint wireless PC Air cards, Satellite

and dial up connectivity.

. Edit user privileges in Active

Directory

. Provide second tier support for

Microsoft Office Products, Windows XP,

Lotus Notes, Avaya IP Agent and

proprietary insurance related software.

. Provide remote desktop support using,

PC Anywhere, Control F1 and Dameware

. Backup and data restoration for new

computer rollouts.

. Utilize the current call tracking

system (Remedy) to record accurate and

detailed problem information and

resolution.

Diamond Auto Glass

(Mar 98- Oct 2000) COMPUTER SUPPORT REPRESENTATIVE

. Provision of assistance with day to day

computer operations and program

information.

. Troubleshoot and instruction with in-

house POS system.

. Run tape back-ups and Sales reports

. Provide On-Site Support as well as

Remote.

TECHNICAL QUALIFICATIONS: Windows 9x/XP/2000/7,

Active Directory, McAfee, Norton, MS Office, Lotus

Notes, Outlook 2010, PC Anywhere,

Control F1, Dameware, Avaya IP Agent,

Various Internet browsers

EDUCATION:

Computer Support Specialist

Star Technical Institute, 997

ITIL Certified

Foundation Certificate in IT Service Management

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