Help Desk Analyst

Los Angeles, CA

Phone 213-***-****

********.****@*****.***

TERRIE NETTLES, MCP+, A+, NETWORK+, MOS

OBJECTIVE: Utilizing my extensive experience and skills in Information Technology to contribute to the success of a large stable business or a small business where my broad knowledge can be best utilized.

SUMMARY: Seeking employment in stable company working in or associated with the computer field. Enjoys a fast paced environment, one that is progressive with mutual respect and support among all. Strive for total quality, believes in being a team player, using the team approach to accomplish goals and develop strategic plans, detail-oriented, self starter that has the ability to work independently and a belief that excellent customer service is a priority. Always willing and interested in learning new skills.

SKILLS SUMMARY

Desktop Support:

• Desktop Troubleshooting

• Software Installation

• Desktop Configuration

• PC Repair / Refurbishment

Software Applications:

• Windows 9.x - Windows 8

• MS Office 97 - 2013

• Outlook 97 - 2013

• Lotus Notes 4.x - 7.0

• Remedy

• Footprints

• GroupWise

• Active Directory

• Quest Software ActiveRoles (ARS)

• Remote Assistance & Remote Desktop, Netop

• AntiVirus and Spyware Utilities

• Cisco Call Center

• Norton Ghost

• Saba Learning Net

• NGOS Load (Imaging Software)

• Acronis Imaging Software

• Altiris

• Citrix Client

• Microsoft SharePoint

• Safend

• eRoom

• Windows Mobile Device Center

• Microsoft ActiveSync

• Android Phones/iPhones

• Palm Software 4.x

• Dreamweaver

• Fireworks

• Photoshop

• Adobe Acrobat Professional

• Paint Shop Pro

• Deep Freeze

• Knozall File Management

• Microvault Encryption

• PEMS (inventory system)

• SPRINT (ordering system)

• Control XL (finance)

• Pinnacle Studio

• Ulead VideoStudio & DVD Workshop

EXPERIENCE

Ø 04/04 – Present Bloomfield Animal Hospital

Desktop Support and Network Technician (Only as needed):

• Consultant

• Desktop Maintenance - Responsibilities include

o Install and configure operating system and applications

o Hardware Upgrades

o Imaging and re-imaging desktops / laptops using Norton Ghost

o Troubleshooting laptops / desktops, transferring data

o Virus and spyware removal

o Editing registry

• Network Maintenance

o Set Permissions and shares

o Setup virus and spyware system for network

o Setup print server

• Website consultant, updates and maintenance

Environment: Windows 2000-Windows XP, 7-8, Microsoft Office 2000-2003, Active Directory, DYMO Label Printer, Firefox, Internet Explorer, Dell computers and printers

Ø 07/11 – 07/13 Los Angeles County Public Health Department

IT Technical Support Analyst (Service Desk)

Provide Service Desk technical support for over 4,000 Public Health employees using established procedures

• Provide technical support on call center using remote assistance software for printers, hardware and software

• Small Projects

• Install, configure, upgrade and test software for customers

• Update and configure virus and spyware removal software, monitor request calls for potential patterns and issues and recommend action

• Create, modify, delete, unlock user accounts and reset passwords as needed in Active Directory, GroupWise email and other application products

• Provide consultation and quotes for recommended hardware and software

• Provide consultation, troubleshoot and technical support for Microsoft Office Products

• Participate in software installation and upgrade project using SCCM for deployment

• Provided technical support and testing during the implementation project for Public Health migration to Outlook 2010/Exchange.

Environment: Windows XP, Vista, 7 and 8, Microsoft Office 2003 - 2013, GroupWise Email, Outlook 2010, Active Directory, Console One for managing accounts in GroupWise, Footprints, Cisco Call Center, Quest Software ActiveRoles (ARS), Microsoft SharePoint, Adobe Acrobat 9 - 11, Saba Learning Net, Safend, Internet Explorer 8, Dell computers

Ø 04/10 – 09/10 ExxonMobil (Rankin Road)

Data Support Specialist

• Assisted with the planning and execution of Test Data for Global Windows 7 rollout project.

• Assisted Test Manager/Test Lead starting from the planning stages of the project

• Created and manipulated data to track, research & verify locations of software, verification of media quality

• Researched, uploaded and logged thousands of drivers as a support function of the Global Project

• Prepared & tested required data

Environment: Windows XP Pro, Microsoft Office 2003, Lotus Notes, Internet Explorer 8

Ø 07/09 – 02/10 ExxonMobil (3 Greenway Plaza)

Desktop Support Analyst

Provide a full range of technical support for customers including the following:

• Install, configure troubleshoot and test operating system and all software

• Hardware installation, repair and upgrades

• Troubleshooting and analyze user problems related to desktop, applications and network issues with laptops / desktops and taking steps to resolve these issues

• Instruct users on Microsoft Office Suite as needed

• Configures software distribution for imaging and re-imaging desktops / laptops using Altiris and SMS

• Move computers and peripherals

• Prepare computers for deployment to new users or replacements

• IP Phone support / setup

• Inventory and Asset Management

Environment: Windows XP, Lotus Notes, Microsoft Office 2003, Remedy (PMTS), Altiris, SMS, Citrix Client, Symantec Antivirus, IP Phones, Internet Explorer and Dell computers

Ø 12/08 – 01/09 Discover / Pulse

Desktop Migration and Desktop Support

• Backup data on old computers

• Transfer / validate data on new computers

• Imaging and re-imaging desktops / laptops

• Install and configure applications

• Map users drives and printers

Environment: Windows XP, Microsoft Office 2003, Lotus Notes 6.5-7.0, Guardian Edge, Symantec Antivirus, Internet Explorer, Lenova computers

Ø 09/07 – 10/08 Northrop Grumman (Redondo Beach)

Desktop Support Analyst

• Prepare computers for deployment to new users or replacements

• Install and configure operating system and applications, map printers

• Hardware replacement / upgrades

• Imaging and re-imaging desktops / laptops

• Troubleshooting hardware and software issues with laptops / desktops

• Data transfer

• Virus and spyware removal

• Editing registry

• Tested and setup wireless for users to enable working remotely, Cisco VPN

• Configure Microsoft Outlook to use LDAP

• Add, edit and delete computers from domain in Active Directory

Environment: Windows 2000-XP, Microsoft Office 2003, Remedy, Altiris, PC Guardian, Acrobat 7, Symantec Antivirus, eRoom, NGOS Load (Imaging Software), DYMO Label Printer, Internet Explorer and Mozilla Firefox, Thin Client, Dell & HP computers

Ø 1/02 – 09/07 Freelance

Webmaster, Desktop Support, DVD Authoring

Creation and support of several projects including websites, DVD authoring and repair / refurbishment of PCs for a variety of clients.

• Created and managed websites primarily for individuals and some non-profit work

o Website development and maintenance for:

* Cub Scout Pack 81 (No longer active)

* BSA Troop 75

• Build, repair and refurbish computers

• Commercial Off the Shelf

• Computer maintenance

o Install and configure operating system and applications

o Created images / re-imaged computers using Norton Ghost

o Virus and spyware removal

o Editing registry

• Setup / configure Palm and Pocket PC

• Set up small home networks

• Scanning / digital camera

• Convert VHS video to DVD for individuals and non-profit groups

Environment: Windows 9.x-Vista, MS Office 97-2007, Norton Ghost 2002-12, Outlook Express and Windows Mail, Dreamweaver & Fireworks 4.0-MX 8, Acrobat Distiller 5.0-7.0, AntiVirus and Spyware Utilities, Palm Software 4.x, Microsoft ActiveSync for Pocket PC, Windows Mobile Device Center, Photoshop 5.5-7.0, Paint Shop Pro 6.0, Pinnacle Studio 9.4-10.6, Adobe Premiere Elements, Ulead VideoStudio 7.0-8.0, Ulead DVD Workshop 2, Ulead Movie Factory 3.0, Netscape, Internet Explorer and Mozilla Firefox, Dell, HP and clone computers

Ø 12/99 – 01/02 Boeing Satellite Systems (Formerly Hughes Space & Communications)

IT Liaison, Resource Manager, Webmaster, Desktop Support. Project Manager

Supported various organizations. Responsible for day-to-day needs of the customer, represents customers to IS community and created websites for the Intranet. Responsible for managing several projects including Crimp Tool Management Project and 5S Offices Website. Gained knowledge and experience in several areas, including but not limited to:

• Manage/create several websites

• Primary interface to customer/user

• Palm Organizer set-up & maintenance

• Asset management

o Imaging desktops/laptops, installation of new applications, troubleshooting laptops/desktops, data transfer

• Submit requests for hardware, software, or access to shared data

• Technical liaison between users & IT making decisions based upon user needs and network infrastructure capabilities

o Troubleshoot remote access users & VPN

o Troubleshoot printing problems & applications

o Supported multiple departments: Program Management, Supply Chain Management, and Manufacturing

o Supported remote users both domestic & international

• Server File Management using Knozall

• Created user accounts & set permissions in Windows NT for Foreign National's

• Scanning/digital camera

Environment: Windows NT, Windows 95 / 98, Office 97, Lotus Notes, Norton Ghost, Palm Software 4.0, Dreamweaver & Fireworks 4.0, Acrobat Distiller 5.0, Photoshop 5.5-6.0, PEMS (inventory system), SPRINT (ordering system), Control XL (finance), Microvault Encryption, Knozall File Management, Netscape and Internet Explorer, Compaq computers

EDUCATION:

• University of Houston, Bachelor of Science in General Studies - Medical Sciences and Music

• University of Texas Health Science Center & Houston Community College, Certification in Respiratory Therapy

• University of Texas Health Science Center, Certification in Histotechnology

• Alvin Community College, Music

CERTIFICATIONS:

• Microsoft Server 2003 Certification (in work)

• CompTIA Network+

• CompTIA A+

• Microsoft Office Specialist: Expert Certification

• Microsoft Certified Professional (MCP)

• Certified Pulmonary Function Technician, AARC

• Certified Respiratory Therapy Technician, AARC

• Certified Histologic Technician, ASCP

Complete experience history and references available upon request

Please check out my complete resume online at http://www.wicketgateprojects.com/

Contact this candidate