High School Technical Support
Resume:
Robert Pickney
Jamaica, NY 11432
********@*******.*** Cell (718)
Objective:
Seeking a position in Information Technology that will allow me to
demonstrate my technical skills.
CERTIFICATIONS A+ Certified Technician, Microsoft Exchange 5.5, 2000
Professional, 2000 Server.
TECHNICAL SKILLS
Installed, configured Windows 7,XP, 2003 Server Windows 2008, MS
Exchange Server 5.5, NT Operating Systems. Type 45 WPM.
Installed and configured local, network printers, workstations
with dual display Video Cards. Utilized SCCM, Active Directory.
Configured Lexmark HP Canon, Konica Minolta Printers,Plotters.Familiar
with MS Word 2010, Excel Access, Outlook, iManage.
Troubleshot DNS POP3 WINS DHCP SNMP, TCP/IP Protocol suite. Used PXE
Boot to load images onto multiple computers.
Used Remedy and Magic Ticketing Systems. Worked with Panasonic Mobile
Data Terminals, Lenovo, Dell, HP Laptops, workstations.
Installed and configured NetMotion on MDT's. Installed and configured
BOMGAR. Used Netcool/HP OpenView for Network Management.
EDUCATION
Alliance Computing Solutions.
Flushing, NY.
Jan 2006 - July 2006
Major: Networking Specialist Intensive hands-on program integrating and
optimizing PCs.
Major: Computer Networking. Flushing High School. High School
Diploma. Flushing, NY.
Work History
Helpdesk Analyst. Staff IT/Yeshiva University. (Short Term Project)
NY, NY Nov 2013- Mar 2014
Responsibilities included: Answered 25-50 Calls from Faculty and Staff for
password resets, help with configuring Web Browsers. Utilized Active
Directory to perform password resets, account lockouts. Used Remedy
ticketing system to log all reported issues into the helpdesk. Assisted
users with configuring outlook, 2013 to retrieve emails. Used BOMGAR to
remotely connect to clients workstations. Assisted clients with connecting
via Terminal services.
Desktop Support/LAN Administrator. Donnelly & Moore/ Consolidated
Edison. NY, NY. Feb 2012- July 2013
Responsibilities included: Managed 2 of ConEd's Workout locations, managed
2 Generating Stations. Diagnosed, troubleshoot, and resolved hardware,
software, or other network and system problems, and replace defective
components when necessary. Re-imaged desktops, Mobile Data Terminals,
Lenovo laptops. Added computers to the Domain, assigned permission,
configured group policy permissions using Active Directory. Identified the
causes of networking problems, using diagnostic testing software and
equipment. Used Magic ticketing system for client case tracking. Performed
in person desktop support to diagnose local printers, network peripherals.
Inspected server room, LAN cabinets to insure all networking equipment such
as UPS, Switches, Routers, and Servers were at optimal performance.
Performed weekly server tape backups. Used BOMGAR to remotely connect to
clients computers. Installed and configured Outlook 2010. Used MS LYNC 2010
to conduct group chats, web meetings. Managed, supported over 1000 users.
Worked on call for all technical emergencies being reported by Manhattan
Region that was caused by Hurricanes or bad weather. Met or exceeded
company KPI's and Service Level Agreements. Used Struxure ware to view
networking equipment. Rack mounted Cisco Catalyst 3750 switches into LAN
cabinets insured that they operated in correct room temperature. Re wrote
technical procedures for hardware, software break fix issues. Provided
technical support to the Present/Vice President, Managers, Section Managers
Directors, CEO, Comptroller, all upper Management, Executives. Deployed,
configured NetMotion software to set and enforce data policies while
optimizing the efficiency of data transfer over wireless networks.
Installed Kiosks so field workers can have computer access during lunch
breaks.
Desktop Support Rep. Trans Tech/ New York Mercantile Exchange.
NY, NY. Aug 2010- June 2011
Responsibilities included: Performed Moves Adds, Changes of workstations,
networking peripherals, added them, back on the network, Used Red Beam
Software for Inventory Asset tracking of all computer equipment. Used ITSM
Software for client case tracking. Utilized windows XP Professional,
Microsoft 2003 Office Suite. Utilized Tandberg for AV meetings.
Helpdesk/Desktop Support Level 2. Randstad/National Securities.
NY, NY. June 2009- June 2010
Responsibilities included: Providing Telephone and Desktop Support for in
house, global stock brokers that needed assistance with installing and
configuring Thomson Reuters onto their workstation for live stock quotes.
Technical Support Operator Analyst. Rotator/MTA Metro North.
NY, NY. Jan 2009-May 2009
Used People Soft to locate and run batch jobs, to monitor payroll
processes. Used IBM Mainframe to process jobs, check status of pending
jobs. Used proprietary user manager integrated with active directory to
reset LAN passwords.
Helpdesk Analyst/ Asst Team Leader. TCML/ NYC Dept of Education.
Brooklyn, NY. Aug 2004-Dec 2008
Served as a central point of contact for 20.000 users calling from all
District Regional and NYC, public schools.
Troubleshot Apple PC's to insure they had internet access. Performed 100%
telephone support. Achieved an 80% call resolution rate. Used Magic version
7.5 to record, store, and track all client requests. Performed password
resets for TSO CAP, ATS databases. Used an IBM mainframe emulator that
allows access to mainframe applications. Used an output management system
to control print jobs requested by a user for school or district,
administrative Offices.
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