Customer Service Information Technology
Resume:
JOHNNY PHILLIPS
Harrisburg, PA 17104
OBJECTIVE
An established INFORMATION TECHNOLOGY PROFESSIONAL seeking
a challenging position
which will utilize my experience, skills and abilities
and provide opportunity for growth and advancement
EDUCATION
KAPLAN CAREER INSTITUTE
Harrisburg, PA
Associate of Specialized Technology, Computer Network
Administration 2007
360 Externship hours - Department of Environmental
Protection
SUMMARY OF QUALIFICATIONS
. Results-oriented with highly developed problem-solving and
leadership abilities
. Extensive training in customer service problem resolution
and computer applications
. 7 years experience providing level I and level II support
PROFESSIONAL EXPERIENCE
RANDSTAD TECHNOLOGIES
Harrisburg, PA
Helpdesk Specialist
2013 - 2014
. Provided first and some second level support for Honeywell
Corporation
. Reset user passwords using Active Directory
. Troubleshot software and hardware issues
. Resolved network connectivity issues remotely
. Setup VPN connections
. Updated VPN PKI certificates
. Supported Microsoft Office 2007, 2010
. Logged and tracked tickets through Remedy
. Ran updates on computers as needed
. Provided support for SAP applications
. Escalated issues to next level support as needed
INSIGHT GLOBAL
Harrisburg, PA
IT Consultant
2011 -2012
. Assistant project lead for Wachovia/ Wells Fargo conversion
. Imaged 150+ laptops and desktops for Buchanon Ingersoll
. Monitored and resolved software and hardware issues
. Verified workstation cabling were up to standards
. Removed legacy devices after conversion
TYCO ELECTRONICS
Harrisburg, PA
Helpdesk Specialist
2011
. Forwarded tickets to appropriate teams depending upon issue
. Created tickets with the Action Request System (Remedy)
. Troubleshot user logon problems (Network Account, SAP,
Startec,
IBM, HP, Oracle applications and numerous other
applications)
. Set up Outlook user profiles
. Troubleshot issues with Internet Explorer
. Troubleshot VPN and VDIAL connectivity issues
. Troubleshot pc boot and pc network connectivity problems
. Instructed users on how to set up wireless connections
. Contributed to the improvement and documentation of policy
and procedures
HERSHA HOSPITALITY
Harrisburg, PA
IT Support Specialist
2008-2010
. First level of contact for corporate and field users
. Provided local and remote desktop support for over 500 users
. Logged and tracked trouble tickets using Sharepoint Services
. Imaged desktops and laptops
. Created and maintained user accounts
. Repaired laptops, desktops and printers
. Troubleshot network connectivity, printing and user access issues
. Installed microcomputer system hardware and software
. Installed and configured Windows/Unix applications
. Upgraded hardware and software
. Administered antivirus solutions
. Provideded support for PMS systems
. Configured and synchronized Blackbery devices
. Ordered supplies and maintained inventory logs
. Ran daily tape backups and stored tapes at off-site location
. Replaced backup tapes on SAN
E &E IT CONSULTING
Harrisburg, PA
Telcom/Heldesk
2008
. Configured telephone lines
. Troubleshot printers, amplifiers, phones etc...
. Logged and tracked trouble tickets
. Ordered replacement equipment as needed
. Dispatched vendors
Technisource
Harrisburg, PA
Helpdesk
2007
. Logged and tracked trouble tickets using Remedy
. Troubleshot network connectivity issues
. Reset passwords using Active Directory
. Ran updates on computers as needed
. Reimaged computers and laptops
. Used remote tools to troubleshoot hardware/software
issues
. Escalated issues and dispatched vendors as needed
. Supported end user custom applications
Technical Knowledge
Operating Systems: Windows 7/Vista/XP/NT/98/95,
Microsoft Exchange Server
Windows Server 2003, 2008, Wintel,Unix, Linux
Software/Tools: MS Office Suite 2003/2007, RIS, SMS,
Sharepoint, Active Directory, Remedy,
Postfix, ADP, Timesaver, Besadmin, Dameware,
Teamviewer,Ultra VNC, VPN, Remote Desktop,
AVG, Ccleaner, Combofix, Spybot
Certifications: MCP, Network Cabling
Specialist
Contact this candidate