Trey L. Harrison

**** ******* ***

Durham, NC ***05

acuo7o@r.postjobfree.com

919-***-****

OBJECTIVE

To contribute relative experience and education into a position involving responsibility, working with others as a team member and where there is opportunity for growth and advancement.

SUMMARY OF QUALIFICATIONS

Accomplished Senior Help Desk Professional with over 14 years of experience in computer operations, technical and help desk support.

A results-oriented, proactive and critical thinker who can learn quickly, with excellent communication and diagnostic skills, earning a reputation while developing expertise, and producing immediate contributions.

Capable of taking a large conceptual project, break it into components, establish plans and a critical path of completion, achieve incremental goals and deliver results in a timely manner.

MCDST, MCP in Server 2000-2003, Active Directory, Certified Help Desk Professional

COMPUTER TRAINING/ SKILLS

Expert use of Windows 9x and NT/2000/XP and Windows 7 and OSX

Strong use of 2000/2003 Server, Active Directory, Citrix Meta Frame.

Extensive use of the MS Office suite (97-2010), Lotus Notes. LANDesk, Adobe Suite, Ticketing software Peregrine, Remedy, Clarify, Virus Software, Altiris, VB Scripting,

Repair of all mobile devices, Wireless networking, VPN software, printers, desktop and laptop configuration and repair.

Proficient knowledge of the maintenance and repairing of Macintosh computers.

PROFESSIONAL EXPERIENCE

Credit Suisse Consultant Durham, NC 2015

Sr. Desktop Support Specialist

Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications and install and configure new IT equipment.

Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

To resolve incidents with printers, copiers and scanners

To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Rockwell Automation (Consultant) Cary, NC 2015

Team Lead for Global Support Desk

2nd level Support for all daily service desk escalations.

Training new team members

Managing team performance and progress

Providing audits of team members.

Maintaining team schedules

Creating technical documents and presenting to relevant groups

New York Life Investment Management Westwood, MA 2013- 2015

Sr. Desktop Support Technician

Senior-level experience supporting both Mac and Windows desktops and laptops.

Creating Documentation for Desktop Support Processes.

Creating and providing training curriculum for all new hires.

2nd level Support for all daily service desk escalations.

Maintain hardware and software inventories through standard asset management systems and procedures.

Assist with packaging testing and deployment of updated software.

Setup and test A/V (Video Conferencing) equipment for all meetings and functions as requested.

Resolve network/telecommunications related issues with remote users

Supporting and configuring the roll-out of new desktop/laptop systems to the user community

Beacon Mutual Insurance Company Warwick, RI 2008 - 2013

Service Desk /Desktop Support Engineer

First level support duties, Handled trouble tickets from the helpdesk dealing with all manner of desktop support issues required to troubleshoot hardware & software problems and resolve printing & network connectivity issues.

Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.

Diagnosed, repaired computers and all related peripherals.

Provided technical training and created technical curriculum for the company.

Setup Audio Visual equipment for meetings.

Repaired, provisioned and supported all mobile devices for the company.

Veritude for Fidelity Investments (Consultant) Smithfield, RI 2006- 2008

Help Desk Analyst

Resolved technical problems related to Microsoft Windows environments and Microsoft Windows applications, electronic mail, and all other supported items. Provided first level problem determination for desktop hardware and software related problems. Isolated problem trends and troubleshoots recurring problems to find permanent solutions.

Following standard Help Desk operating procedures; accurately logged all Help Desk contacts using call tracking software while accurately communicating pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

Assisted in the development of a comprehensive training plan for help desk procedures.

Keane Inc. for Microsoft Tucson, AZ 2000 - 2006 Technical Support Professional (2nd level engineer)

Functioned as essential front-end support to Microsoft and their operating systems 95/98/ME and XP.

Coordinated software integration.

Developed new strategies and solutions to on-going technical issues.

Provided key customer service to a variety of diverse clients, all with diverse technical needs.

Contact this candidate