Support Microsoft Office

Carlos Acosta *** Parmelee Avenue Hawthorne New Jersey 07506

973-***-**** *******@*********.***

Objective

Experienced IT Technician seeking to excel in an environment where I can utilize my skills with strong commitment and dedication to the progressive growth of the company.

Skills:

Technical Troubleshooting

Lan

VPN/Remote Connectivity, TCP/IP and DHCP

Survey and move of end-user’s equipment

Install and maintenance local printers and setup network printers

Provide support for issues related to password resets and account lock outs Migration, deployment and data backup of desktops and laptops

Perform installation, upgrade and configuration of hardware, software desktop applications, drivers and operating systems.

Display exceptional people skills and maintain calm demeanor during calls to the help desk

Tools:

Track It

AD Manager Plus

Team Viewer

Ghost

Windows Easy Transfer

Remote Desktop Connection

VPN

McAfee Antivirus

Malware bytes-Lotus Notes- Kill Disk.

Operating Systems and Software:

Dos

Windows XP

Windows 7

Microsoft Office

Google Chrome.

Drive Encryptions:

Secure Doc

Bitlocker

Experience

08/08-present Desktop/Helpdesk Support Consultant

Key client projects

09/16-03/17 Delta Dental of New Jersey,Inc. Resolve issues related to Windows, network connectivity, as well as problems associated with software and hardware errors via telephone, remote tools or in person. Install software applications, hardware peripherals and devices, update software and hardware drivers as needed, upgrade desktops and laptops. Provide end-users technical support via inbound calls. Respond to service request promptly and effectively. Responsible for configuring and deploying of desktop/laptop for new employees. Created and updated support documentation for all desktop/laptop related issues for department continuity. Utilized problem tracking software, Track-It to effectively measure, track problems and issues for resolution and documentation. Prioritize and schedule problems. Escalate problems when required to the appropriately experienced technician or group.

07/15-05/16Target, PNC Bank, Nautica Stores and Dunkin Donuts Desktop refresh. Connecting new PIN pad to switch on network and register, configuring and testing of new PIN pad and register, Installation of on the go printers and desktop/helpdesk support.

03/15-03/15 Merck & Co., Inc. Disconnected cables and unracked 180 servers from Whitehouse Station, NJ and re-rack servers and cabling in new location Kenilworth, NJ and desktop/helpdesk support.

05/14-03/15 Delta Dental of New Jersey,Inc. Executed defined Windows 7 user data migration manually and OS upgrade workflow. Executed defined post upgrade QA checklist, deployment of desktop and laptops brief tutorial of new OS with users, desk-side support, remediated issues or escalated through Remedy system, rollout of Invoker-Image Viewer and Chrome Corporate-wide, removed old hard drive for destruction and desktop moves. Configure and installation of network printers and desktop support.

01/14-01/14 Valley National Bank Windows 7 Deployment. Upgraded and deployed Windows 7 to all company computers throughout NJ. Used Windows Easy Transfer Tool for data backup. Use Track It as support ticket system and desktop/helpdesk support.

11/13-12/13 Atlantic Health Systems Converted Canon printers to Samsung in various locations. Installed and configured print drivers on client devices. Provided end-user training and desktop support.

08/12-08/13 PSEG, Newark, NJ Windows 7 Deployment. Upgraded and deployed Windows 7 to all company computers throughout NJ. Used Windows Easy Transfer Tool for data backup.

02/11-01/13 BMW Corp., North America Support in Woodcliff Lake and Regional Offices. Nationwide project to change TCPIP protocol from DHCP to static and test printer communication, trouble shoot hardware issues, networking support, configure installations, printer moves, monitor printer for low consumables and address needs, provide printer set-up on desktops, place orders for printer consumables for Regional Offices and desktop/helpdesk support.

12/10-01/11 Pfizer Xerox to HP printer/copier transition. Assembly and replacement of Xerox to HP printers and copiers including testing and training end users and desktop/helpdesk support.

11/10-12/10 Novartis HP Printer installation. Printer upgrades, networking and mapping; training end users and desktop/helpdesk support.

01/10-06/10 Wal-Mart Regional HP Photo Center Installation and Support. Kiosk set-up, printers, router, cd burner, software installation for communication to various outputs, validating product, training end users, on-going store support for all software and hardware issues.

07/09-09/09 Duane Reade NY area HP Photo Center Installation and Support. Rollout of product, end user training, and trouble shooting and desktop/helpdesk support.

02/09-07/09 PSE&G BIOS upgrade. Upgrading BIOS, upgrading and imaging ipower rollout on PSE&G Laptop/Tough book, Symantec Ghost 8.3, processing information security requests, networking in the TCP/IP LAN/WAN environment and desktop/helpdesk support.

08/08-12/08 C3I Laptop Support. Laptop development for major pharmaceutical clients including extensive quality-control checks, ghost new laptops from server images and post-task configurations, back-up and restore documents, preparing laptops for shipping, and maintaining high standard of client privacy.

06/07-05/08 Paramus Public Schools Responsible for daily onsite desktop and phone support for the high school and Board of Education office, saved significant costs to the school budget by repairing products past warranties, cloned machines and created images for rollouts, troubleshot wiring and phone systems, managed back-up procedures and inventory and desktop/helpdesk support.

01/07-06/07 Pascack Valley High School Repaired and maintained 1000+ laptops ensuring accuracy and timeliness using diagnostics, phone support and trouble-shooting techniques, determined purchase orders and follow-up procedures and desktop/helpdesk support.

Education: 06/88-05/89 Computer Processing Institute, Paramus, NJ Diploma: Computer Repair

06/83-09/85 Kean College, Union, NJ Course of Study: Political Science

Military: U.S. Navy, Rank: BMSR, Discharge: Honorable

Secondary Language: Spanish

Carlos Acosta p.2

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