Support Specialist
Resume:
David Brown
Irvington, NJ *****
Mobile 516-***-****
E-mail: **********@*****.***
PROFESSIONAL SUMMARY
• 14 Years of experience with technical and Executive customer support.
• Experienced with Windows client and server operating systems.
• Performed handheld Wi-Fi device ordering, configuration, troubleshooting, training and billing support for
iPad, iPhone, blackberry and android tablets.
• Install wired and wireless routers, antivirus and Malware removal programs.
• Performed troubleshooting on hardware such as PCs, monitors, keyboards, scanners, network printers, etc.
Problem resolution, request fulfillment, software and hardware resolution, remote support, end user training
• Supported and upgraded Window XP / Windows 7 in a corporate environment
• Team leader on 500 plus user XP to Windows 7 IBM and DELL Desktop and laptop migration project
• Asset management for retail chain hardware and inventory control
TECHNICAL EXPERIENCE
Venue VDR Product Support Specialist II November 2013 - December 2014
(employee)
RR Donnelley New York, NY
• Provide technical assistance to clients in a 24/7 call center environment using the company’s virtual data room
to manage critical information for document cloud storage.
• Troubleshoot international and domestic client issues with the VDR. Help to resolve functionality related
issues and escalate technical issues to the appropriate response teams.
• Retrieve files via File Transfer Protocol (FTP), store to local disk drive and burn to DVD/ Flash Drive and
other storage media.
• Keep detailed records of daily activities and forward to the following shift for continuity and completion of
service.
Computer/Network Installation September 2012 – November 2013
Specialist/Owner (part time)
PCDRNY Elmont, NY
• Provide high level of customer support and satisfaction.
• Install and troubleshoot home and small office Wired / Wireless Networks
• Performed handheld Wi-Fi device ordering, configuration, troubleshooting, iPad, iPhone, blackberry and
android tablets
• Perform hardware and software upgrades.
• Install and troubleshoot Microsoft office software.
• Install, configure, and repair Dell Windows XP / Win 7 desktops and Dell laptops.
• Install desktop images using Symantec Ghost software.
• Install wired and wireless routers and antivirus programs.
• End user training on the proper use of laptop and desktop computers.
• End user training on, iPad, iPhone, blackberry and android tablets
• Perform Antivirus upgrades and virus removal, data migration, malware removal and remote assistance.
Hardware Technician / Helpdesk (employee) February 2007 – September 2012
Rainbow Apparel Brooklyn, NY
• Performed handheld Wi-Fi device ordering, configuration, troubleshooting, training and billing support for
iPad, iPhone, blackberry and android tablets.
• Supported and upgraded Window XP / Windows 7 in a corporate environment.
• Team leader on 5,000 user XP to Windows 7 IBM, DELL Desktop and laptop migration project
• Provided post Windows 7 migration and end user training
• Travelled to Rainbow Apparel corporate offices throughout the USA during migration project
• Provided high-volume Helpdesk call center support for 1,100 Rainbow Shops including 5-7-9, and
Marianne stores throughout the USA and Puerto Rico.
• Performed troubleshooting on hardware such as PCs, monitors, keyboards, scanners, network printers, etc.
• Provided asset management for all company retail store hardware and inventory database control
• Fixed problems involving PCMS Datafit’s Beanstore POS software using various remote assistance programs.
• Provided moderate LAN/Wan network administration and VPN support
• Was responsible for timely polling of stores in order to collect sales and statistics using AS/400 Mainframe
and Lotus Notes.
• Provided corporate office Desktop support for end users.
• Provided hands-on repair and gold disk imaging of IBM register POS machines.
• Maintained database inventory of all hardware, including but not limited to, IBM small form factor CPUs,
keyboards, Dell monitors, Symbol scanners, IBM thermal receipt printers and Brother Fax machines.
• Maintained supply inventory including sourcing and ordering various parts, supplies, and hardware from
vendors.
• Provided customer support and training to new helpdesk employees.
• Provided wired and wireless Ethernet support to stores.
Helpdesk Support Technician (consultant) August 2006 – February 2007
Maimonides Medical Center Brooklyn, NY
• Provided helpdesk call center support for operations desktops and laptops.
• Provided mission critical support for medical center staff on and off-site.
• Configured workstations with Medical Center approved software.
• Performed troubleshooting and on call remote after hour support.
• Provided wireless Hand held device support for doctors and other hospital executives.
Information System Technician (consultant) August 2005 – August 2006
Gentronics New York, NY
• Provided State Farm XP workstation and network printer migration.
• Replaced old network printers.
• Installed and configured new LaserJet Network Printers.
• Performed Data Protection and Deletion process on old workstations.
• Configured new workstations and performed data restore process.
• Performed investigative tests and troubleshooting on hardware and software.
• Performed one-on-one and group post migration training for State Farm agents.
Computer Technician KPMG XP Migration February 2005 – July 2005
(consultant)
KFORCE New York, NY
• Executed automated backup process.
• Performed investigative tests and troubleshooting on hardware and software.
• Shutdown system and replaced hard drives in Dell XP laptops.
• Executed automated image build procedure & data restore.
• Performed system QA per KPMG checklist.
• Provided post XP migration training
August 2004 – January 2005
TSC – Tech Support (consultant)
Ricoh Business Systems Purchase, NY
• Provided customer and sales staff training and phone and on-line tech support for Ricoh’s full line of office
business products and Document Management.
• Demonstrated and trained, at the customer’s site, the full features of Ricoh’s MFP copiers and printers.
Provided customers support in the NYC tri-state area.
• Installed Ricoh MFP products on customer’s networks, assigned IP addresses and installed drivers on Servers
and Windows XP Desktops.
Network Systems Specialist (employee) August 2000 – September 2003
Electronic Systems Plus, Inc. Valhalla, NY
• Installed, configured, and maintained network copiers, printers and fax machines.
• Installed, configured, and maintained Windows NT 4.0 and Windows 2000 servers and workstations including
Windows XP Dell laptops and desktops.
• Setup and configured end user email accounts using various Microsoft Office programs. Maintained daily
tape backup of server and all data.
• Assigned user rights, passwords and permissions.
• Provided various levels of helpdesk support for our clients including all hardware and software installation
and troubleshooting.
• Performed troubleshooting on network 10/100 Ethernet Workstation Connections Utilizing Cat 5 Cabling and
TCP/IP Protocols, LAN/Wan network administration.
• Installed and configured various SHARP MFP copiers, OkiData, Panasonic fax and printers on client’s
networks.
• Provided training and support for various SHARP advanced networking solution products including
Document Management, image scanning, scan to folder, scan to email and OCR.
• Provided PC maintenance and troubleshooting including hardware and software replacement and upgrades on
windows workstations.
HIGHLIGHTS OF QUALIFICATIONS
Briarcliff College, Bethpage, New York
Microsoft Certified System Engineer Program
Brainbench Approved Courses
• Windows XP Workstation Administrator
• Network Technician
Microsoft Approved Courses:
• 578/ Networking Essential
• 803/ Administering Windows NT.4.0
• 922/ Supporting MS. Win NT 4.0 Core Technologies
• 688/ Internetworking with TCP/IP NT. 4.0
• 689/ Supporting NT. Server 4.0-Enterprise Technologies
A+ Training
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