Desktop Support Technician

Rosemarie Ward

* ***** ****** #* **********, NH *3102 603-***-****) **************@*****.***

Summary

Motivated, results driven, customer focused, articulate and analytical IT professional with 20+ years of a broad range of IT experience including, but not limited to Remedy Application Development, Windows Server Support, Desktop support, and Helpdesk. Skilled in developing business plans, requirements specifications and user documentation. Develop exceptional relationships with peers, management, and end users. Strong written and verbal communications.

Software Skills

Microsoft Office Suite 2010, 2013, 365, Quickbooks 2009, BMC Remedy Action Request System 7.0.01, Crystal Reports XI, MS FrontPage 2003, MS Visio 2007, MS Project 2007, MS Windows Server 2000, MS Windows Server 2003, MS Windows Server 2008, MS Exchange Server 2007, MS Windows 2000, MS Windows XP, MS Windows Vista, Exposure to Dell Open Manage IT Assistant, MS SQL, MS Access 2003, VMware Server, Adobe Photoshop, Ghost, Sophos, SCSM 2012, Microsoft System Center Service Manager Console 2012

Professional Experience

Orchardbrands (Appleseeds) - Middleton, MA

Desktop Support Specialist – June, 2013 – Present

Provide first line support to end-users relating to hardware and software, computer applications, and peripherals

Software distribution and client configuration

Mocha TN5250

IBM Client Access

Flex PM

BI Reporting Tools

Cognos

Infinium Cognos

Infor Q&A

PCInquiry

Sophos - VPN

Legal Files

Setup, deployed, organized, test, maintain, check and troubleshoot end-user workstations and interrelated hardware and software – Lenovo and Dell Desktops and Laptops

Created and update images for Lenovo and Dell Desktops and Laptops.

Created installation documentation

Removal of Virus’ and Malware

Maintained Richo and Konica printers

Configured mobile devices

Setup video conferences

Setup training environments

PC Upgrades

Provide remote support. Supporting end-users in other locations such as Pennsylvania and Wisconsin. Many users telecommute. Provide remote support for these users as well.

Install, organized, test, maintain, check and troubleshoot end-user workstations and interrelated hardware and software

SPECIAL PROJECTS –

Move 400 users from location in Beverly, Ma to a new office in Middleton, MA. (2013)

Move 80 Corporate users from location in Beverly, Ma to Middleton, Ma (2015)

Upgraded 500 Win XP machines to Windows 7

Converted the Senior Management Team from Gmail to Outlook 365

Desktop\Laptop refresh project – Upgraded 100 outdated Desktops\laptops

Payroll Initiative to use ADP – Configured Managers and subordinates, browsers to accommodate ADP.

Analog Devices - Wilmington, MA (Contract Position)

IT Project Specialist – December, 2012 – June, 2013

Provide support to end-users relating to hardware and software, computer applications, and peripherals

Software distribution and client configuration.

Provide first line support to users – Interacting with engineers, administrative staff, management

Setup, deployed, and maintained end-user machines

Configured mobile devices

PC Upgrade

Install, organized, test, maintain, check and troubleshoot end-user workstations and interrelated hardware and software

Analog Devices, Inc., - Wilmington, MA

Windows Server Support – September, 2008 – May, 2009

7x24 on-call support

Active Directory and Exchange account creation.

Create documentation for many of the routine server support tasks – Created a calendar listing all daily, weekly, monthly, quarterly and yearly tasks.

Maintained site printer map web page.

Configured and maintained DHCP and print servers.

Legato Backup – Offsite Storage – Performed daily, weekly and quarterly backups.

Installing Security Patches using Update Expert on all Production, Development and Training servers.

Support other sites such as Cambridge, New Jersey, and Oregon – Applying Security Patches, email, printer issues.

Configured IKON copiers/printers on the network.

Created documentation which contained contact information for the shared drives.

Maintain network drive cleanup.

Created documentation to assist my co-workers in creating macros and for creating weekly status and quarterly reports.

Supported Kronos Workforce TimeKeeper.

Applications Development November, 2005 – September, 2008

Maintenance of the Remedy server. AR System Upgrades and Patches as needed

Developed and supported an internal Change Management System

Developed and supported a Software ECN Remedy Application

Developed and supported a DI-Water Analysis tracking system

Co-developed and supporting an Electronic ECN application to be used World Wide.

Co-developed and supported the following modules for the World Wide Environmental Health and Safety(EH&S) internal Remedy Application

EH&S - Accident Reporting

EH&S – Calendar

EH&S – ERT

EH&S – Auditing

EH&S – Basement Tour

EH&S – Committee Minutes

EH&S – Safety Review Board

Other internal Remedy Applications supported were:

Employee Location Procedure (ELP) – This application was developed for managing New Hires, Transferred Employee’s and Employee office moves(moves, adds and changes)

Facilities Service Request

IS Defect tracking system.

Created and supporting Crystal reports used by EH&S, DI-Water, Facilities and IS Department

Created a Help Website for the Electronic ECN users using FrontPage

Desktop Support Specialist(NT Server Support) – October, 2000 – November, 2005

7x24 on-call support

Active Directory and Exchange account creation.

Create documentation for many of the routine server support tasks – Created a calendar listing all daily, weekly, monthly, quarterly and yearly tasks.

Maintained the site printer map web page.

Configured and maintained DHCP and print servers.

SMS package distribution and routine scheduled maintenance.

SMS rollout of Office 2000

NT 4.0 to Active Directory migration

Moved Windows 2000 servers from NT domain to Active Directory domain.

Legato Backup – Offsite Storage

Configured Update Expert for server owners in other departments.

Installing Security Patches using Update Expert on all

Support other sites such as Cambridge, New Jersey, and Oregon – Applying Security Patches, email, printer issues.

Setup the IKON copiers/printers on the network.

Created documentation which contained contact information for the shared drives.

Maintain network drive cleanup.

Conference Room conversion from Schedule+ to Outlook and provided the users with training.

Created documentation to assist my co-workers in creating macros and for creating weekly status and quarterly reports.

Desktop Support Specialist (Helpdesk) -1991 - 2000

Helpdesk

SMS software distribution.

Provide first line support to users.

Provide Helpdesk training to the Desktop Support group.

Active Directory and Exchange account creation.

Skytel Pager\Pagenet support for IS and other internal users – ordering and managing of the pagers

Software Skills

BMC Remedy Action Request System 7.0.01, Crystal Reports XI, Microsoft Office XP, Microsoft Windows® 2000, Microsoft FrontPage 2003, Microsoft Visio 2007, Microsoft Project 2003, Windows Server 2000, Windows Server 2003, Exchange Server 2000. Exposure to Dell Open Manage IT Assistant, Exposure to VM

Education

External Training – BMC Remedy AR System 6.x Administering – Part 1, BMC Remedy AR System 6.x Administering – Part 2, Microsoft IIS, Microsoft Security Workshop, Legato Networker

Internal Training – Time Management, Presentation Skills, Influence – Collaborating for Results, Managing Active Directory, SMS 2003, Microsoft Tips and Tricks

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