Help Desk Software
Resume:
Tyrone Glenn
Williamstown, NJ 08094
H856-262-0853
C856-473-5912
*******@*******.***
Objective
My objective is to gain employment with a progressive organization where my skills and talents can be utilized to help that organization achieve their team and individual goals.
Employment History
Desktop Support
7/22/15-Current Jefferson Hospital, Philadelphia, PA
Responsible for troubleshooting desktop and laptop computers, scanners and printers
Responsible for resolving issues using virtual desktop to remote into end users computers
Responsible for using active directory to create users and disable user accounts
Computer break fix HP/Dell hardware
Responsible for supporting all MS Office applications
Desktop Engineer
10/14- 4/15 Capital One, Wilmington Delaware
Responsible for coordinating with floor managers and installing new desktop/laptop computers
Coordinated, managed and installed images on computers via MS SCCM
Coordinated, managed and installed applications via SCCM Salt
Managed the process of end user data from old computer onto the network
Managed end users’ data retrieval from the network and placed it onto the new computer
Supported Capital One in house software Sassy (financial application)
Coordinated, managed and installed end user’s laptop/desktop PC
Managed, coordinated and supported MS Outlook
Managed, coordinated end users’ over from old ING Direct domain to Capital One domain
Supported end users Mobile Outlook account
Managed, coordinated the tracing of end users data connection via the network closet and switched their connection from the ING router to the Capital One router
Coordinated, managed assured end users are on the correct VLAN via their office phone
System Analyst
4/05-3/14 Children’s Hospital Of Philadelphia, Philadelphia, Pa
Coordinated several projects consisting of installing sophisticated Radiological equipment such as MRI scanners, US scanners etc. while working with outside vendors to assure completion of the project.
Project lead for ImageNow software/printer scanner program coordinated, trained and installed ImageNow at Chop campus as well as several satellite campuses.
Responsible for maintaining the integrity of the PACS System
First level support for network issues escalated network issues to the proper department to maintain service levels
Supported the Radiologist as well as the X-ray Techs and management with hardware/software issues
Provided desktop support for hardware/software and network issues
Taught a class to over 2000 Medical personal in regards to Philips Isite (Image viewing software)
Successfully participated in several upgrades, rollouts, installs and pc configurations
Documented network connectivity, Software and hardware issues
Tested, installed and supported over 25 different applications
Desktop Support Level 3
10/03-3/05 University Of Penn, Philadelphia, PA
Responsible for installing images on computers/Ghosting
Responsible for maintaining active directory accounts
Responsible for maintaining inventory levels
Pc and laptop installation and support
Hardware /Software installation, upgrades and support
Supported all departments at Penn and some satellite sites
Installed and supported Talk Radiology dictation software
Tested, installed and supported Epic while at Penn
Tested, installed and supported HP laserjet networked printers
Robert Half Technology Inc. King Of Prussia, PA I worked at the following positions while at Robert Half Inc.
Second level Help Desk Support
05/03-09/03 Cendant Mortgage, Mount Laurel, NJ
Supported issues escalated to second level Help Desk via computer
and telephone
Handled software/hardware issues via the telephone and remote software
Maintained Iclosings Mortgage software
Resolved various internet/intranet issues
Responsible for helping to close over seven hundred help desk within two weeks of being hired
Second Level Help Desk Support
3/03-05/03 Deliotte Consulting, Glen Mills, PA
Supported network issues involving end users via the telephone
Handled hardware and software issues via the telephone
Resolved various intranet/internet issues via the telephone
Received the highest marks of any Deloitte Help Desk worker for the month of April 98% of tickets logged and closed
CDI Corporation, Philadelphia, PA, A professional outsource and service company. CDI Corporation is a preferred provider of engineering and information technology outsourcing solutions etc. I worked at the following positions while at CDI Corporation
Help Desk Engineer
12/00-11/02 CDI Corporate Office, Philadelphia, PA
As a full time employee, I provided first and second level Help Desk and Desktop support to end users
Set up and supported laptop and desktop computers
Installed new images on PC’s via Norton’s Ghost
Configured and supported various software packages MS Office, Rapid etc
Created Hardware and software documentation for trouble shooting
Help Desk Engineer
1/00-10/00 Client CSC, Newark, DE
Maintained computing facilities and managed networked printers
Participated in the implementation of a plant wide communication Plan
Provided hardware/software support and VPN support for users worldwide
Implemented training course for new recruits-speeding call answer rate
Technical Support Analyst/Help Tech
2/99-1/00 Client Valero Refinery Paulsboro, NJ
Provided first and second level Help Desk/Desktop support
Installed and supported various software packages
Y2K software documentation leader, tested various software and patches for Y2K compliance
Setup and supported laptop and desktop computers
Education
CHI Institute, Broomall,
Diploma in Computer Repair
Dean’s list, Minor in Electronics
Other Experience
Received training in Epic-Chop
Worked with US based and Overseas Vendors-Chop etc
QA tester for military software JCALS- Computer Science Corporation
References
Brendan Quinn Supervisor Capital One 302-***-****
Frank Hughes Manager Capital One 609-***-****
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