Support Office
Resume:
Audra Finley
Pawtucket, RI *****
Skills
• • •
Dell Certified WEP Configurations LAN/WAN Environment
• • •
Hardware Installation DOS 6.0 MS Office 95-2000-XP 2002
• • •
Software Installation Windows 3.1/95/98/ Laptop Configurations
• • •
Modem/Printer Troubleshooting Windows NT 4.0 Client Connectivity Issues
• • •
System Configuration Windows 2000/XP PDA’s
• • •
PC Diagnostics Novell Netware 4.11/5 TCP/IP/RconJ/Dns-Dhcp
• • •
Internet / Intranet RAS Troubleshooting Proxy/IIS
Hardware:
• Installing, diagnosing and troubleshooting PC client desktops (Dell, HP-Compaq), laptops (Dell,, printers (HP
and Lexmark), memory, hard drives, CD-ROMs/DVDs, NICs, system boards, power supplies
• Desktop/client configuration involving TCP/IP, DNS, DHCP, WINS, end-user/client Ethernet and network
connectivity issues
Professional History:
PWC June 2014- January 2015
• Performed Hardware swap-outs.
• Re-imaged Lenovo laptops with Windows 7.
• Utilized Sm 9 ticketing system.
• Set up phone systems in conference rooms for company executives.
• Actively used Malware to fix viruses.
• If viruses could not be removed, experienced with saving data and swapping out hard drive.
• Applied data recovery with hard-drive swap-outs.
• Configured laptops/desktops for end users.
• Installed printer applications and troubleshot print server.
• Reset passwords and unlocked end users using active directory.
• Provided remote support to troubleshoot/install applications using VPN.
• Ability to use VPN certificates to make sure end users knew username and passwords.
• Actively used McAfee encryption to reset passwords.
Teknor Nov 2013- March 2014
• Migrated 200+ systems from XP to Windows 7.
• Used Acronis to backup images and would reinstall on Lenovo laptops operating on Windows 7.
• Installed all applications on to Lenovo laptops.
• Configured Lotus notes for the end user.
• Used Click-it and remote desktop to provide remote access to end users.
• Asset inventory with all laptops that migrated from XP to 7.
• Set up and configure network printers.
Contract Assignment: (Clients include: Cigna, Target, WellsFargo, etc) 2011 -2013
IT technician and Support
• Windows 7 migration
• Reimage from USB hard drive
• Wiping and ghosting pc’s
• Swap outs
• Backup/restores from Windows XP to Windows 7
• Replace old laptops/desktops for new upgrade
• Asset inventory
• Install fixes for apps Outlook 2010
• Memory upgrade and Windows XP rollout and refresh
• Installation, configuration and setup of printers
Bank Of America Pawtucket, RI 2005- 2011
PC Support Specialist (On Site Support for Call Center)
• Provided desktop support for 1500+ Bank of America end-users network environment and Windows
2000/XP/2003 for both desktop and laptop clients.
• Perform break-fix/troubleshooting and IMAC (Installs/Moves/Add/Changes) involving building,
deployments, replacements and upgrades of desktop hardware, software and network connectivity issues:
installation, configuration and support of MSOffice 2000/XP/2003, Outlook client 2000/2003, other proprietary
banking applications.
• Re-imaging of Windows 2000/XP desktops and laptops utilizing Symantec’s Norton Ghost v8.0
hardware support HP-Compaq desktops, IBM ThinkPad notebooks, Dell Latitude D-Series, including
hardware replacements and installations as well as support network HP LaserJet series and Lexmark
monochrome/color series printers; other wireless installations include client installation of remote access VPN
software VPN clients, .
• Supported and maintained twenty INOVA heads-up display boards for call tracking
• Document call records of end user issues via peregrine for software &hardware
• Remote troubleshooting using support soft tool to fix end users issues
• Provided mobile support to company executives.
Systems Resource Management Pawtucket, RI 2003- 2003
Network Support Specialist contractor
• Maintained 5 Satellite Sites for 300 plus users in Windows XP/Novell Network environment for
Desktops/Laptops
• Responsibilities included: break fix/troubleshooting, deployments, replacements & upgrades of both
desktops and laptops; end-user network connectivity troubleshooting; re-imaging of Windows XP desktops and
laptops utilizing ; hardware support of Dell desktops and laptops, including hardware replacements and
installations; support of network HP LaserJet printers; application support of MS Office 2003, Symantec
Antivirus
• TCP/IP/ RconJ/DNS-DHCP
• creating user accounts for Novell 4.11/5
• Diagnosed hardware and software problems and replaced defective components
• Performed data backups and disaster recovery operations
• Replacing /Diagnosing Network cards in HP Printers
Stream International Canton, MA 1999- 2003
Computer Analyst and Microsoft Support/PC Helpdesk/Support Technician
• Provided technical support via telephone and e-mail for office 95-2000
• Supported Microsoft Small Business Server via telephone Proxy/IIs troubleshooting
• Used troubleshooting techniques to resolve customer issues
• Documented cases by logging all calls, issues researched, resources used, and solutions provided
Promoted to Computer Analyst in 2001
• Responsibilities included: break fix/troubleshooting, deployments, replacements & upgrades of both
desktops and laptops; end-user network connectivity troubleshooting; re-imaging of Windows NT/2000
desktops and laptops utilizing ; hardware support of Dell desktops and laptops, including hardware
replacements and installations; support of network HP LaserJet printers; application support of MS Office
2003, Symantec Antivirus
• Upgrade of office 2000/Lotus Notes 5.0
• Configure,troubleshoot and deploy Dell laptop C/D-series, latitudes/IIBM ThinkPad’s
• Setup wireless cards for Windows 2000
• Setup Networked Printers HP
• Used Pc diagnostic tools to resolve hardware issues/Upgraded anti-virus software /removed virus
• Updated bios for laptops/upgraded printer drivers
• Dialup Troubleshooting /VPN troubleshooting for laptops
• Performed moves, adds,changes for corporate executives
• Norton Ghost
• Ghosted/reimaged desktops and laptops
• Built Windows 2000 servers
• Dell Certified
EDUCATION:
Roger Williams University Providence, RI
• Course of Study: A+, Net+
• Course of Study: Microsoft Certified Systems Engineering
University Of Rhode Island Providence, RI
• Internship in troubleshooting and maintaining computers labs
• Completed 2003
Computer Education Business Institute Lincoln, RI
• Course of Study: PC Repair/Support Specialist
• Certificate of Completion 1999
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