** ******** **, **** *******, CT

(***) ***- **** ad29p6@r.postjobfree.com

Professional Summary

Technical Support Specialist with 20 years experience supporting Windows operating systems and applications in a variety of environments. Excellent communication, documentation, problem analysis, and solution development skills. Strong training and customer support experience. Comfortable working on projects as a team leader or member. Committed to keeping pace with advances in IT, and eager to learn new skills.

120 years supporting Windows operating systems: NT4.0, 2000, XP, Vista, 7, 10

220 years desktop / laptop support: Dell, HP, IBM

31 year Wintel support: Windows 2008

41 year server support: HP Proliant, RAID arrays

51 year system administration: Wintel platforms

61 year network administration: Novell Netware

71 year working with virtualization technologies

82 years developing disk imaging solutions

9Windows deployments and system upgrades

10Extensive knowledge of LAN / WAN, VPN, and wireless networking, layer 2 & 3 switching and routing

11Microsoft MCSE, MCSA 2012 (pending),

Technical Skills

1Microsoft Windows operating systems

2Email Clients: Outlook and Lotus Notes

3VMWare’s ESX Server and Workstation, and Microsoft’s Virtual PC

4Ghost, Acronis True Image, Sysprep, and ImageX

5TCP/IP, IPX/SPX, DNS, DHCP, RIP, OSPF, VPNs

6Remedy and Service Now ticket tracking and asset management

7Windows Deployment Console, Workbench, and Altiris

8MS Office thru 2010, with Access, Visio, and Project

Dell desktop and laptop certifications

Professional Experience

August 2018 to October 2023, Desktop Support, Legrand, West Hartford, CT

Skills used: desktop support

1Provided help desk support via phone and Remote Desktop,

2Managed user and computer accounts in Active Directory

3Managed incident ticket queue using Remedy and Service Now ticket systems

4Complete ownership of issue from assignment to solution

5Prioritized work while managing multiple issues

6Windows operating systems 7 and 10

March 2013 to June 2018 Desktop Support, DXC Technologies, East Hartford, CT

Skills used: desktop support,

1Provided help desk support via phone, Remote Desktop, and Bomgar Remote Support software

2Managed user and computer accounts in Active Directory

3Data closet management, jack activations, and resolving network issues

4Managed incident ticket queue using Remedy ticket system

5Complete ownership of issue from assignment to solution

6Prioritized work while managing multiple issues

7Disk imaging and development

8Windows operating systems XP, 7, and 10

April 2010 ~ March 2013 Technical Support, Peak Organization, New York, NY

Skills used: desktop support, Windows deployment

1Desktop Support for CSC at Pratt & Whiney East hartford

2XP rollout and system upgrade for UBS Financial

3Windows 7 rollout and system upgrade for Morgan Stanley / Smith Barney

4Windows 7 rollout and system upgrade for Exxon/ Mobil (pilot phase)

5Cisco switch, router, and VoiP upgrade for Merrill Lynch (on-going)

Dec 2008 ~ Dec 2009 Database Management, EDI Specialists, Raynham, MA

Skills used: SQL databases, MS Access, Excel, SQL queries, research, documentation

Improved data archiving and input processes for Northeast Utilities (NU), to get more accurate and effective results from SQL queries

· Implemented naming conventions for equipment inventory management, based on product information and NU’s operational requirements.

· Ensured mandated equipment inspections were performed correctly by reclassifying incorrectly labeled equipment

Jan 2007 ~ Dec 2008 Technical Support, ICONMA Inc, Troy, MI

Skills used: system administration, desktop and Wintel support, VMWare, virtualization, Tivoli, tape backup, DRP, AD, disk imaging, Access, VB scripts, Lotus Notes, Adobe Pro, Blackberry, Remedy, Cisco firewall, anti-virus, documentation, hardware RAID

Performed level 3 desktop support and Active Directory management for Pitney Bowes Inc

1Supported 30 HP Proliant servers running Windows 2003 Server. Installed security updates, hardware upgrades, and RAID 5 hardware configuration, backup, and Disaster Recovery (DRP)

2Developed hardware independent images using Sysprep, ImageX, and Ghost for Windows XP, Vista, Server 2003 and 2008, and SUSE Linux

3Deployed images using Windows Deployment Console on Server 2008

· Automated computer builds by performing redundant tasks using VB scripts

· Configured Cisco Pix firewalls for deployment overseas

June 2003 ~ Jan 2007 Technical Support, various assignments and staffing agencies

Skill used: system and network administration, Novell, AD, Windows domain, Access, firewalls, imaging, desktop and Wintel support, anti-virus, Lotus Notes, Altiris, Windows rollout, Norton Enterprise AV, Backup Exec

1.Network administrator for Gunther Technology.

a. Novell Netware / Domino & Lotus Notes environment; Windows domain for Solid Edge CAD application

b. Managed AD accounts and objects in Windows and Novell.

c. Deployed and configured Norton Enterprise AV solution

2.Desktop Support for Kaman Corp, Cromwell, CT; ADT Corp, Wallingford, CT

3.Windows rollout projects: UHG, Hartford, CT; Pfizer Inc, New London, CT; Bristol Meyers Squibb, Meriden, CT

March 2000 ~ June 2003 Technical Support, Banctec, Dallas, TX

Skill used: desktop support, Lotus Notes, Remedy, documentation, training, LAN/WAN support, Cisco layer 2 switching, VPN, wireless, SAP, network printers

Desk side technical support for Pratt & Whitney facilities in East Hartford and Middletown, CT

1Resolved Windows OS and application problems, and network connectivity issues

2Diagnosed and replaced failed drives, system boards, and NIC cards

3Installed and configured SAP software and Microsoft products

4Performed user profile and data backups, data migrations, and restores

5Used Remedy to monitor two ticket queues and update inventory information

1986 ~ March 2000 Manufacturing Engineer

Grossite Industries, Farmington, CT

Machinist / Tool maker Manual machining of tools, gauges, and inspection fixtures for Pratt & Whitney, Gillette, and others

Acro Technology, Meriden, CT

Created process plans for manufacturing sheet metal components and assemblies for the aerospace industry.

Responded to DOD and commercial RFQ’s, designed tooling and fixtures, contracted work to vendors.

National Welding, Newington, CT

Project Manager / Engineer for the manufacture of 4 brazing mandrels for Pratt & Whitney’s RL-10 rocket engine

Project Manager / Engineer for the manufacture of an engine test nozzle for Delta Airlines

Project Manager / Engineer for the manufacture of an emergency escape hatch for Groton Submarine Base

Military Service

June 1984 ~ May1996 1st Lieutenant – platoon leader for Medical Ambulance Company

Sergeant E-5 Infantry, selected to attend Officer Candidate School

Education

August 2009 M.S. in Management of Information Systems from University of Phoenix

December 1990 B.S. in Manufacturing Technology from Central Connecticut State University

Contact this candidate