Desktop Support Analyst
Resume:
JEAN-PAUL MOSQUERA
North Bergen, NJ *****
Email: ********.********@*****.***
OBJECTIVE Seeking a position in a computer-related atmosphere where I
may expand my knowledge and experience and utilize them for
career advancement.
EDUCATION Bachelor of Science, Computer Science, May 2002
Fairleigh Dickinson University, Teaneck, NJ.
COMPUTER AND Hardware: Hands on Installation of PC Components & Dell
CAREER SKILLS /HP Systems, HP Printers & Scanners, Ricoh MPC Copiers and
Printers, Brother Fax and Printers, Analog & Cable Modems,
Netgear and Cisco Routers and Switches, Digital Cameras,
iPhones, iPads, Android devices, HD Projectors, Video,
Chromebooks.
Software: MS Windows 9x, NT, 2000, XP, Vista, 7 Enterprise,
8.1 Professional, Peoplesoft, Citrix, Mac OS X, MS Office 2000-
2013/365, Outlook, FrontPage 2000, Adobe Photoshop CS,
Visual Studio.NET, MS Publisher, Oracle, FTP, Spyware
software, Endpoint Protection, Microsoft Security Essentials,
Norton Antivirus, Microsoft Forefront Client, Blackberry
Enterprise Server, iTunes, Oxygen, Norton Ghost, Cisco VPN,
Active Directory, TCP/IP, DNS .
Languages: PASCAL, C++, XHTML, CSS, ActiveX,
JavaScript, Assembly Language, SQL on Oracle.
Other: Web Development, Troubleshooting PCs, network
protocols, Service Documentation, Re-imaging laptops and
desktops, Deployed and profiled iPads, 60wpm, Quick and
eager to learn, Flexible, Great Communication skills and
patience with non-tech users, Good Judgment.
IT CAREER Worked nearly 4 years doing full-time Onsite Desktop Support
SUMMARY and Procurement for GAF.
Worked nearly 5 years doing full-time Tech Support for GAF.
Worked nearly 2 years doing full-time Tech Support for UPS®.
LANGUAGES Can Read, Speak, and Write fluently in Spanish.
INTERESTS New Technology, Temporary work alongside a Real Estate
Associate, Attending Computer / IT Fairs and Trade shows,
Traveling.
CAREER Over ten years of IT work experience in a corporate
HISTORY environment.
Feb 2010 Desktop Support Analyst
To GAF, Wayne, NJ
• Offered on-site support to a user base of approximately
Mar 2014
200+ users within a Windows XP/7 Environment.
• Provided 2nd Level phone and e-mail support to a user base
of approximately 1100+ Users within a Windows XP/7
Environment.
• Configured, profiled and re-imaged desktops, laptops,
iPhones and iPads for company employees.
• Troubleshot Java compatibility issues with various web
applications.
• Added users and configured profiles to Blackberry
Enterprise Server (BES).
• Provided temporary remote wireless connectivity to onsite
guests and visitors.
• Supported customers with use of their
computer/laptop/iDevice and installation of supported
software from various merchants.
• Reset users’ network/application account passwords with
Active Directory.
• Assisted remote users with Cisco VPN software and
connectivity.
• Mapped users to network drives and printers.
• Logged service desk tickets and requests for
troubleshooting purposes.
• Provided support for all e-mail issues in Exchange, Outlook,
and IE.
May 2004 Help Desk Support
To GAF, Wayne, NJ
• Provided phone and e-mail support to a user base of
Jan 2010
approximately 900+ end users within an NT/2000/XP
Environment.
• Supported employees with user of their computer or laptop
and installation of company supported software.
• Reset users’ network/application account passwords within
Active Directory, Peoplesoft and other software applications.
• Assisted remote users with VPN software and connectivity
via Windows Remote Assistance or Netmeeting.
• Mapped users to network drives, storage locations and
printers.
• Proficient with BMC Software and MAGIC for customer
service, service issue logging, and troubleshooting
purposes.
• Provided support for all e-mail issues in Exchange/Outlook,
as well as Microsoft Internet Explorer 5.5-8.0.
Feb 2002 Help Desk Technical Support
To Corestaff Services/UPS Teleservices, Las Vegas, NV
• Provided phone and e-mail support to a user base of 9000+
Dec 2003
customers and company employees within a Windows
9x/NT/2000/XP setting.
• Supported customers with the use and installation of
WorldShip® and MyUPS.com Shipping Software on
Windows and MAC OS 8+ systems.
• Contributed to daily operations with service logs and
CAMS/CRIS software.
• Proficient with TIVOLI and Peoplesoft software for customer
service, logging, and troubleshooting purposes.
• Provided support for all e-mail issues in Exchange/Outlook,
as well as Microsoft Internet Explorer and Netscape
• Responded to repairs or swapping out hardware, such as
printers, scanners, scales, PC monitors and other
peripherals.
Contact this candidate