Help Desk Microsoft Office

Stephon Singh

** ***** ** ~ Fredericksburg, PA **026

717-***-**** ~ e-mail: ***************@*****.***

Career Objective

Seeking a position as a Computer Technician utilizing my in-depth knowledge troubleshooting hardware and software.

Technical Summary

Linux

Microsoft Outlook 2010 & 2013

Microsoft Windows NT 4.0 Workstation

Microsoft Windows 7 & 8

Microsoft Windows 2000 Server

Microsoft Windows NT 4.0 Server

Cisco Router Configuration

Product Change Management (PCM)

Microsoft Office 365

Apache Web Server

Internet Information Server 4.0/5.0

Microsoft Access

Education

9/2012 – 6/2014 ITT Technical Institute Harrisburg, PA

Associate in Specialized Technology Degree, Computer Network Systems

Computer Architecture

Needs Assessment & Project Planning

Operating Systems

Hardware Problem Solving & Testing

Network Systems Management

Network Technology and Service Integration

Introduction to Computer Programming

Network Concepts and Data Communications

TCP/IP Protocols

Application Software Installation

WAN Technology and Application

Web Server Administration

Network Development Project

Professional Experience

9/2015 – Present Hershey’s Hershey’s, PA

Global Support Analyst

Analyze problems as conveyed by callers and use all tools, resources and individual skills to properly diagnose and resolve the problems of the callers.

Active Directory maintenance and Exchange 2007 & 2010.

Escalate problems to second or third level support personnel when appropriate via proper escalation procedures as defined in the Service Desk Standard Operating Procedure.

Configure Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)

Troubleshoot Client PC connectivity - Ethernet, TCP/IP and VPN

Manage PC/iPad setup and deployment for new employees using standard hardware, images and software.

Maintain inventory of all equipment, software and software licenses.

Work on special projects on an as needed basis.

10/2013 – 9/2015 Randstad Technologies Mechanicsburg, PA

Help Desk Analyst

Addresses and resolves basic incidents and requests, logs all incidents and requests, engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Proficient in basic hardware and software troubleshooting, Windows XP, Windows 7, Microsoft Office, Microsoft Outlook and Exchange.

Trainer at the Help Desk ( New Employees )

Efficient Network troubleshooting skills in an Active Directory Environment.

Advance knowledge in Oracle, VPN, PC Imaging and Telecom

Help Desk Technician 3+ yrs.

Knowledge of Desktop and Network Infrastructure 3+ yrs.

Help Desk Software Ticketing System 3+ yrs. (Remedy, PTS, CRM, and Incident Monitor).

Desktop Software Configuration 3+ yrs.

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