Desktop Support Microsoft Office

Sandra Batty

*** *. ******* **. ********, IL ****5 773-***-**** ***********@*****.***

Information Technology Operations

Qualifications Profile

Highly self-motivated and results-driven IT service professional with more than 20 years providing high-performance technical and management support in IT operations mostly in the technology solutions industry. Detail-oriented, analytical and methodical with critical thinking to resolve work issues even under stressful work conditions. Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results Strong people management and interpersonal communication skills that build user/customer confidence while forging teamwork with colleagues across diverse ethnicities.

Key Expertise

•Technical Service Support

•IT Project Management Support

•Traders Support

•PC Hardware & Software Installation Maintenance

•Avaya System Operations &

•Maintenance

•Unified Global Messaging System

•Remote System Diagnosis & repair

•Systems Integration & Administration

•Database Administration

•Staff Supervision & Training

Remedy Ticketing System

Professional Experience

Desktop Engineer – CDI Corporation/IBM 2016-2016

Provided desktop support on a Windows 7, 8.1 environment, performed troubleshooting on hardware and software problems, assisted with desktop, laptop refresh program and break fix. Installed desktops, laptops and Create backup for user data and profile information for migration to new or upgraded notebooks/desktop. Utilized Symantec ghost Data migration Tool to image PC’S and Clone laptops replacing Mechanical drives with solid-state drives. Demonstrated knowledge of Microsoft Office Products

Desktop Support (Internship) – Technology Center, Calumet City Public Library 2016 – 2016

Provided desktop support on Windows XP Windows 7, Window Vista, environment performed troubleshooting on hardware problems and assisted with desktop and network printer deployment

Managed the day-to-day activities, ensured customer’s service levels are achieved. Installed new or upgraded desktops and printers. Utilized Symantec ghost Data migration Tool to image PC’S. Demonstrated knowledge of Microsoft Office Products especially Outlook.

Desktop Support Representative – IT Operations, IBM Chicago, IL 2005 – 2015

Provided desktop support on a Windows XP/Windows 7 environment, performed troubleshooting on hardware problems and assisted with desktop, laptop, and network printer deployment. Installed and reinstalled desktops, laptops and network printers. Provided support to remote users on the phone and over VPN connections. Informed project/team lead of any risks, issues, or concerns related to service delivery and customer sites. Managed the day to day activities, ensured customer’s service level agreements (SLA) are met. Create backup for user data and profile information for installation to new or upgraded notebooks/desktops. Utilized Symantec ghost Data migration Tool to image PC’S. Demonstrated knowledge of Microsoft Office Products especially Outlook

System Administrator - Network Operations, SBC Communications Chicago, IL 2001 – 2005

Provided hardware and software support for various groups within the AIN/SS7 Operations center, System Administrator for the Network Surveillance Analysis Center. Maintained and kept track of all hardware and software purchase, leases and licenses Installed, configured and repaired all hardware within the organization. System Administrator in installing the Global Messaging System Performed all upgrades on the system and also acted as the first point of contact for any system problems.

Education

B.S. in Electronics Engineering Technology, DEVRY INSTITUTE OF TECHNOLOGY Chicago, IL (1995)

TestOut IT Certification Training - PC Pro A+

CompTIA A+, 2016

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