Desktop/Application Support
Resume:
**** ***.*** ******* **. Raleigh NC, *****
********@*******.***
Jerome Harris
Objective
To contribute to a progressive organization that can utilize a self motivated, confident and conscientious information specialist that is a team player with excellent interpersonal/communication skills and a background in management and development training.
Experience
Nov. 2015 - Jan. 2017 Expedite Courier Service Raleigh, NC
Owner/Operator
Sub-contract thru several courier services to expedite freight from one location to the next on a timed schedule
Perform the delivery tasks and pick-up of customer material in a polite, resourceful and professional manner
Maintain all delivery and business related records
Feb. 2006 - Oct. 2015 CARQUEST Raleigh, NC
Desktop/Application Support Printer Specialist
Perform remote support tools using VNC, LogMeIn and RDP
Setup, Inventory and Deploy new computer workstations
Migration of User Data and Profiles
Assist end users with the installation, configuration of HP desktop/laptop computers including peripheral equipment
Meet with vendor support contacts to resolve technical issues with hardware/software related issues assuring resolution of issues in a specified timeframe
Liaison between PC helpdesk and hardware/desktop support department
Provide documentation and training to helpdesk personnel for supported hardware/software
Install, diagnose, repair, maintain and upgrade all PC hardware equipment to ensure optimal workstation performance
Utilize ghosting software to image all hardware, update Active Directory by placing computer objects into the appropriate container which applies the GPO then, push required software through HPCAE client
Transition company printers from Netware to Active Directory
Manage/maintain 400 printers plus print server to ensure end users can print efficiently and affectively
Liaison between 35 Distribution Center Directors and Corporate IT hardware/software issues
Convert all CARQUEST employees from Windows XP to Win7 utilizing software deployment tool KACE which copies user data to server then, can be transferred down to new hardware
Patch network cabling to appropriate switch to ensure network communication for end users
System Support Specialist
Develop and implement software/hardware CARQUEST documentation for end users
Assist with the Implementation of all hardware and software at the onsite location
Coach new Business Technology Helpdesk employees on Exploris software and hardware by role playing, monitoring and providing feedback
Create Business Technology Helpdesk training manuals for the new employees
Provide technical assistance to all teammates
Provide extensive hardware, software and desktop support to over 3,000 GPI clients using CARQUEST Exploris
Utilize Heat, Oracle’s problem tracking software
Administer VNC server an VMware to remotely access clients terminals to better troubleshoot the problem
Provide training an troubleshooting methods to CARQUEST end users on Exploris software with Windows XP platform
Monitor and troubleshoot local network which includes Cisco phones, Cisco router, modems, switches, frame relay, print servers
Feb. 2002 - Dec. 2005 Metro Carwash Raleigh, NC
Supervisor
Manage a team of 6 to 10 employees
Create schedules and rotations according to business need
Prioritize, assign and review duties and work activities to meet productivity and quality goals
March 2000 - Feb. 2002 Metro IT Consulting Raleigh, NC
Help Desk Analyst/Desktop Support - NC Dept. Of Transportation/Dept. Of Motor Vehicles
Provide training and troubleshooting methods to NCDOT end users on PC desktop application
Implement network printers in over six counties across the state of North Carolina
Release locked, revoked and expired mainframe user accounts
Administer users accounts in Novell and Windows NT
Reset terminal ID’s as well as print queues
Install and Deploy PC’s hardware and software for new employees
Utilize HEAT, Oracles problem tracking software
July 1998 - March 2000 Electronic Data Systems Raleigh, NC
Business Analyst - USPS
Utilize User Manager and Event Viewer to perform network admin tasks for user accounts on the forty four USPS domains
Resolve hardware and software application problems on USPS proprietary software with an Windows NT based platform
Verify connectivity of workstations and servers on the network
Utilize ARS, Remedy’s problem tracking software
Solve LAN issues on DOS, OS/2 and Windows NT based platform
Educate users on software updates and the polices and procedures
Generate reports for management on the installation of USPS software and hardware components
June 1996 - July 1998 Electronic Data System Raleigh, NC
Senior Sales Representative
Coach approximately eighteen to twenty telemarketing sales reps by role playing, taping and providing feedback
Train agents on AT&T product knowledge, competitor information and system skills
Work with the site solutions team to identify the strengths and development needs of the call center
Conduct round table discussions on sales skills
Sales Representative
Provide AT&T long distance for perspective customers
Access and managed perspective AT&T accounts as well as present accounts
Education
1996–1997 Wake Tech Community College Raleigh, NC
Business Administration
Technical Summary
Windows NT Workstation & Server, Win 98, Windows XP, Win 7, Office Suites 2003-2013, KACE, Ghost, CIA, DBBMP,DOS, LAN, WAN, MAN, EPTRS, Internet service providers, ping utility, OS/2, Extra Mainframe Administrator, (ARS) Remedy’s problem tracking software, (HEAT) Oracles problem tracking software, Novell, NW Admin, Routers (Cisco 800, 806, 2811), Cisco IOS
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