Desktop Support Technical

Mr. John D. Pesci

* *** ******, **** *********, NJ 08816

Cell: 908-***-**** e-mail: *******@***.***

OBJECTIVE: Provide information technology technical & training support within an organization that is centered on providing excellent service to its customers

EMPLOYMENT:

Rutgers University (Consultant) Various Locations

Consultant 4/29/2016 - Present

Provide technical support for Outlook exchange migration to Outlook 365.

Export and import data from one client to the other.

Resolved trouble tickets and or train standard and high profile users.

Chosen as lead on supporting sensitive users leading to customer satisfaction.

Trained consultants and University IT support technicians on tools and techniques for migration support.

Asurion Corporation Bridgewater, NJ

Executive Support Specialist 5/27/14 - 11/13/15

Provide support for executives and their EA’s (executive assistant) for the NJ, TX and Chicago locations, resulting in 97% of customer satisfaction surveys being “Highly Satisfied”

Identify and resolve wireless computer software and hardware issues.

Software installation and configuration.

Created inventory spread sheets for computer/printer equipment improving on the accuracy of tracking onsite equipment.

Prepare imaged laptops using an MDT server for end users.

Configured new or upgraded corporate cell phones with security software (Tangoe) and exchange email.

Programed Cisco desktop phones for new hires.

Responsible for preparation and technically supporting a corporate sales conference in Dallas TX for over 300 users.

Verizon Wireless Branchburg, NJ

Associate Technician/Team Lead 03/ 2003 – 1/16/2014

Provide advanced technical hardware & software network support and training to organization.

Identify and resolve wireless computer software and hardware issues including RSA hard/soft tokens.

Senior/Lead for the EDN helpdesk: train, guide and mentor the work of less experienced personnel.

Configure TCP/IP Computer settings.

Troubleshoot tokens/Java/and various software remotely using Dameware remote client.

Primary contact for difficult end user support phone calls.

Organize/Schedule in-house pickup for all front-end hardware systems with SHI.

Record/maintain inventory for all recycled hardware using Microsoft Excel.

Prepare imaged laptops and desktops for end users using RIS (Rapid Imaging Software).

Software installation and configuration.

Push software packages using SCCM (System Center Configuration Manager).

Phone support & troubleshooting for in-house platforms supporting the Verizon Wireless Network.

Phone support & troubleshooting for Microsoft Office Products including Word, Excel and Outlook.

Responsible for and provided “back-up loaner” laptops and maintained inventory.

Desktop administrator: created/modified/maintained Windows, UNIX, Remote Access (RSA), CISCO (ANA, ISC, NCM, NGN) logins.

Trained/Mentored new employees on Remedy-ticketing system and all tools/processes.

Provided training on EVDO trouble shooting tools and techniques.

Desktop Support Technician

Lead Technician: resolved end user desktop/laptop issues.

Responsible for training Building Operations Group on Outlook Mail System.

One-on-one end user training on various applications and operating systems.

Assisted in maintaining Verizon Wireless intranet Website.

Implemented SafeGuard to 300 computers meeting scheduled deadline.

Executive desktop support.

Tech Systems & Ajilon Various Locations

Information Technology Consultant 01/2002 – 03-2003

Companies Include

Chanel Inc., Bessemer Trust Co., Phillips-Van Heusan, Verizon Wireless, Johnson & Johnson

Desktop Support Technician

Installed/Upgraded PC systems from Windows 95 and 98 to Windows 2000.

Supported PC software including Office Products, Adobe, WinZip, Reflections, Various Anti-Virus programs.

Supported PC hardware including Dell, IBM, HP, Panasonic and network and stand-alone printers.

Project Lead in upgrading Windows desktop operating systems for whole company: approx. 200 users.

Utilized Excel to create/maintain computer inventory worksheet and scheduling workflow.

Cleaned up and created images with Ghost to be used as desktop replacements.

Created procedure manuals for imaging and software installations.

Team member provided phone support for 600 users.

Supported end user workstations using VNC (Virtual Network Computing) for remote troubleshooting.

Administrated Windows NT and Novell network accounts

Rutgers University New Brunswick, NJ

Systems Programmer/Administrator 01/2000-04/2001

Provided phone and desktop support on an NT 4.0 platform with Windows 95, 98, 2000 clients including laptops.

Trained end-users on MS-Office 97, 2000 and MS-Outlook 98, 2000 and PC use.

Installed and configured Windows 95, 98, 2000, MS-Office 97-2000, MS-Outlook 98-2000, TCP/IP, McAfee Virus scan 4.5, Compaq, Dell, Gateway, and IBM computers, and network printers.

Repaired and replaced hardware on Compaq, Dell, Gateway, and IBM computers.

User account creation/deletion and permissions in an NT 4.0 environment.

Imaged WinNT4.0 workstations for Y2K compliance.

Installed, configured MS-Outlook 98, Windows 95, 98, MS Office 97, and HP network printers.

Repaired and replaced hardware on Compaq, Dell, Gateway and IBM computers.

Conversion of MS Exchange to MS Outlook-97.

Trained end users and resolved problems on MS Outlook-97.

Ohaus Corp. Florham Park, NJ

Network Technician 11/1998 –10/1999

Convert Windows 3.11 and Win 95 workstations to Windows 98 and NT 4.0 workstations.

Setup, configure and connect NT workstations to network using TCP/IP.

Troubleshoot and replaced hardware on Compaq, Dell, and Gateway, IBM computers.

Trained end users on MS-Outlook 98, MS-Office 97, and using the PC.

Created and designed procedure manuals.

Installed, Upgraded, Supported MS-Office and MS-Outlook.

United Parcels Service Tinton Falls, NJ

Computer Technician 12/1996 – 11/1998

Installed, setup, and configured proprietary UPS shipping, tracking and link programs.

Installed and replaced RAM, drives, cables, monitors, keyboards, printers, scanners and modems.

Upgraded customer rates and trigger, shipping, tracking, and link programs.

Assisted in training customer in the operation of shipping programs and peripherals.

Troubleshot hardware and software problems.

Documented daily log of work performed at customer sites.

Currently designed Web page for Technical Support Group.

Installed, Upgraded, Supported MS-Office and MS-Outlook.

Education and Credentials:

Global Knowledge Training including:

Implementing and Managing Windows 7 Understanding Networking Fundamentals

Administration – Windows 7 Management Class

IT Project Management Fast Start Project Management

Windows XP training

Rutgers University: New Brunswick, NJ 2000: Certificate in Internet Information Server

Covenant School of Technology: Hanover, NJ 1998: Certificate in Microsoft Access & NT Administration

Alpha Technologies: Piscataway, NJ 1998: Certificate in Network Essentials

The Cittone Institute: Edison, NJ 1995-1996: Certificate in Computer Programming and PCs

United States Air Force: 4 years honorable discharge

Key Strengths:

Highest call volume and first time call resolution of team

Strong problem solving skills

Professional, Organized, Reliable, Flexible

Proven consistent follow-up

Able to confidently interact with many people, on many levels, in many situations

Contact this candidate