Support Software
Resume:
Barry Hurst
**** ******* ****. ****** ****, NJ **307
**********@*****.***
TECHNICAL SKILLS:
HW CERTIFICATIONS: Apple Inc., ( MacBook, MacBook Pro, MacBook Air, iMac & Mac Pro); IBM
(Desktops & Thinkpads ), Compaq, Hewlett Packard, Tektronix; Dells (Dimensions & Optplex series)
Tanberg, Polycom systems.
SW CERTIFICATIONS: Lotus Notes, File Make Pro, MS Office X (2004 – 2013)
Microsoft OutLook, Retrospect Backup, Macintosh OS X (Jaguar, Panther, Tiger, Leopard, Snow Leopard,
Maverick).
Bomgar (Remote) TeamViewer, DameWare
Remote Access, Adobe Type Manager, GraceLan, Internet Explorer, Macintosh OS X Server (Administration)
Remedy Ticketing System TCP/IP Quark Copy Desk (QPS) Quark Press Norton AntiVirus, MacNorton Ghost
(Mac & PC)
Active Directory, Safari, VPN, Timbuktu, Adobe Creative Suite Firefox, net Octopus, Windows
2000/XP/Vista/Windows 7
Suitcase Fusion, VoIP Phone system
EXPERIENCE:
Warnaco – New York, NY
Sept 2012 to Sept 2014
Desktop Support Specialist / Systems Engineer Level II
Performs escalated troubleshooting and support of the Macintosh computer systems.
Supports Windows, Macintosh desktop and laptop systems.
Respond to assigned helpdesk tickets (Magic ticketing system and Remedy).
Builds computers from standard images (Ghost and Casper).
Enforce desktop standards and security.
Troubleshoots software and hardware problems on desktop systems and PDA devices
Troubleshoots network connectivity Wi-Fi, VPN and USB Tokens.
Repairs hardware and software issues.
Interfaces with vendors regarding warranty and repair of systems.
Performs systems upgrades and patches as required.
Conducts training in basic Macintosh systems.
Troubleshoot printing issues with Windows and Macintosh systems.
Supports Adobe suite of products and graphics software.
Support the annual sales show and remote users.
Handles escalated helpdesk tickets.
Responds to outages and alerts as needed.
Provide weekend and evening phone support as needed.
Supports meeting-related data connectivity, including setup & support of Audio Visual (AV) systems
including video conference, audio conference, and presentation systems necessary to ensure successful
delivery of AV (Tanberg, Polycom )services for the firm's staff and visitors.
Directly support of design department.
Active Directory administration (adds members to groups and reset passwords).
Handle system deployment throughout the company.
EPA NCC - Raleigh, NC
April 2010 to July 2012
Desktop/Helpdesk Support Specialist (consultant)
Managed inventory as well as day to day of operations of the technicians
Coordinator projects like network moves, software updates and laptop encryptions
Provide hands-on and telephone technical support to all end users
Provide resolution and assistance to Windows 7, Vista and XP related problems
Network access troubleshooting and repair
Hardware and software support for Windows and MAC (,Mac OX Snow Leopard).
Diagnosis and removal of malware (viruses, spyware, etc)
Enter, retrieve, forward, edit, and close service tickets using Remedy Service Desk
Provide resolution and assistance to standard supported applications: Lotus Notes, Google Docs, MS
Office, Netscape, Internet Explorer, Antivirus and other supported proprietary applications and systems
Log and update all calls into Remedy Call Tracking System
Document and assign call tickets to related IT groups for further support
Install and support approved software and Symantec Client Security
Install and repair faulty or damaged operating system software
Create and file paperwork in reference to software repair and recovery
Citigroup - New York, NY
July 2009 to Feb 2010
Desktop Support Specialist (consultant for Apex)
Troubleshoot PC & Mac platform system and application issues for art directors, copywriters and
production artists using the Mac platform including all graphics applications, high-resolution printers,
scanners and other peripherals
Create and build images(Ghost & Casper) and roll-out new equipment
Troubleshoot software issues, install and upgrade software
Research and implement new technologies to improve workflow
Serve as Mac authority for other techs on staff
Support and manage the Suitcase font management server for the agency
Support PCs and perform other IT project related duties as needed
Assure that issues are addressed and problems are quickly resolved to user satisfaction.
Use remote-control option to solve simple problems, i.e. Outlook settings, IE problems,
Managed Active Directory accounts.
Develop plan to resolve problems or issue, route issue to appropriate IT staff member if problem is
not within scope of department set.
Identify when to escalate issues to next level for resolution.
Install software, modify passwords, and adjust user settings based on user needs.
As Coordinator was responsible for all equipment moves.
Deploy new hardware systems and software applications.
BREAKDOWN: 35% Apple Mac support 65% PC.
Administer desktop antivirus, workstation assembly including hardware and software, Windows XP,
Windows7 migration and support.
Responsible for installing, troubleshooting and resolution of Blackberrys, iPhones and iPad
LIMITEDBRANDS - New York, NY
Jan 2005 to Dec 2009
Desktop Support Specialists
Provide technical assistance to computer system users. Answer questions and resolve computer
problems for clients in person, via telephone or from remote location.
Provide assistance concerning the use of computer hardware and software, including printing,
installation, word processing, electronic mail, and operating systems.
Process requests for computer users involving equipment ordering hardware replacement/upgrades,
software installation and moves from one internal location to another.
Assist the network staff with projects as needed including the coordination of PC replacements and
upgrades with end users.
Repair, maintain, and install computer hardware such as peripheral equipment and word processing
systems.
BREAKDOWN: 65% Apple Mac support 35% PC.
Provide technical assistance on all video conference calls and presentations.
When necessary, coordinate the repair of hardware and software with outside vendors.
MILLER PUBLISHING GROUP - New York, NY
2004 to Feb 2005
PC Desktop Support / Macintosh Specialist
Desktop Support Analyst with Mac &PC desktop
Provide 2nd Tier Desktop Support for both PC (Windows 2000 and XP) and Mac (OS 9 to OS X
TIGER) with strong emphasis on MAC support in a predominately windows environment. BREAKDOWN:
65% Apple Mac support 35% PC.
Experience with remote support
Mac OS 9 and OS X support/ hands-on X server administration
Maintain, troubleshoot and provide technical support for laptop and desktop computer users. Work with
requestors of new equipment to determine application needs for new and existing users.
Interface with tech support network administrators to have appropriate logins/passwords created to
corporate applications and network resources.
Provide help desk support. This includes answering help desk calls, emails, and providing primary
support to all users company wide.
Perform the necessary steps to troubleshoot and resolve any problems with PC hardware or software.
Verify that the correct licensed software is installed and matches the PO or current license for user.
Maintain PC and software storage areas.
HEARST MAGAZINES INC - New York, NY
Mar 2000 to Aug 2004
PC Desktop Support / Macintosh Specialist
Responsible for maintenance of desktop workstations, network printers and network connections.
Handled installations and configuration of client's laptops; blackberry and bluetooth connections.
Provided desktop support for all PC workstations and Macintosh users for Graphic, Advertising, Audio,
Accounting and Publishing departments, including troubleshooting, configuration and all hardware and
software upgrades.
Managed network moves, planned and coordinated Y2K upgrades.
Provide help desk support. This includes answering help desk calls, emails, and providing primary
support to all users company wide.
Set up and configure new PCs with the standard configuration and software as requested. Test and
verify ready to use.
Rebuild PCs when returned due to problems or change of users.
TELAS COMPUTER SYSTEM INC - New York, NY
April 1993 to Nov 1999
PC Desktop Support / Macintosh Specialist
Installed, configured, administered, managed and upgraded hardware, software, file servers and networks for
hundreds of Macintosh end - users, businesses and corporations.
Analyzed and repaired network hardware and software problems, repaired hard drives and floppy
diskettes, and recovered damaged files.
Performed file and data translation between platforms (PC & Macintosh), network and modems.
Responsible for remote accesses to company LAN.
Handled system design, implementation, optimization and technical support, including working with
outside resellers and consultants, client relations, coordinating deliveries, installations and leasing
arrangements.
Set up vendor accounts and was responsible for equipment purchases.
When necessary, coordinate the repair of hardware with outside vendors.
Assist the network staff with projects as needed including the coordination of PC replacements and
upgrades with end users.
Verify that the correct licensed software is installed and matches the PO or current license for user.
Maintain PC and software storage areas.
PHILLIP MORRIS - New York, NY
Jan 1990 to Feb 1993
Senior PC Technician
Served as Help desk support by analyzing and repairing network hardware and software
Provided telephone technical support and one-on-one training for users in software, hardware, network
Internet and on-line services access.
Dealt with client relations, inventory technical support, infrastructure, projects, software licensing, and
administration and purchasing.
Handled network problem environments and the developed procedures for the MIS and business
groups.
EDUCATION:
Queensborough Community College, City University of New York - Queens, NY
AAS in Music / Computer Science
CERTIFICATIONS:
A+ Certification, Net+ Certification, MCSA Certification, MS Windows, XP, 2000, Vista and Windows 7, MS
Office,2003 -20010(Mac & PC). GroupWise Windows NT 4.0 (Workstation Certification) Apple Certification
(ACTC/ACSA) Snow Leopard, Maverick
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