ARTHUR ANDREW

Summary

Used Active Directory to remotely support users on the phone.

Experience in Cisco Routers and switches, Sub netting, ACL's (Access Control Lists). Experience in setting up Cisco VOIP phones.

Supported end-users Mac and IPhone, iPad

Knowledge of Windows 7 and10,also Outlook, Lotus Notes and office

Experience imaging using Byt-tech and Ghost.

Experience supporting remote users using VNC, RDP, and WebEx and Log Me In experience using HP service manager, Remedy and platypus.

Experience supporting healthcare devices and applications including installations and troubleshooting.

Experience in McAfee to manage virus scan.

Professional Experience

ABBTECH Agency

Orbital ATK

9/2017 - 12/2017 (Contract)

Computer Support Technician

Worked with imaging using Byt-tech and Ghost

Deploying imaged computers to the users

Freelance Support & Continuing Education

2/2012 -9/2017

Repaired, and upgraded desktops

Fixing HP printers.

Installing Windows and applications software.

Time Warner Cable

1/2012 - 2/2012 (Contract)

Helpdesk Technician

Remotely support users on the phone

Used Active Directory to create new user profiles and reset passwords

Supported end-users on the phone remotely mainframe and Citrix XenApp client

Worked with Windows 7,and Outlook Used MAC 10.4, 5 and

Worked with imaging using Byt-tech and Ghost

Supported remote users using LOG ME IN Used HP service manager

Ticketing system

Fremantle Productions

08/2011 - 10/2011

Desktop Technician

Remotely support users on the phone

Configured users Blackberries, iPhone, iPad and PDA.

Supported end-users mainframe and Citrix XenApp client.

Supported end users Outlook, MS Office and medical applications.

Supported the maintenance and setup of computers, laptops and printers.

Used helpdesk Management Application, such as HP service manager.

Used Active Directory as a tool to fix user’s profile problems.

Experienced re-imaging machines.

Used Remedy ticketing system to record all trouble tickets.

Cedars-Sinai Hospital

05/2011 - 07/2011

Desktop Technician

Remotely support users on the phone

Supported end users Outlook, MS Office and medical applications.

Supported healthcare applications.

Supported the maintenance and setup of computers, laptops and printers.

Used helpdesk Management Application, such as HP service manager.

Experienced re-imaging machines.

DSL Extreme Internet Service Provider

6/2009 - 3/2011

DSL/Broadband Technical Support

Remotely support users on the phone

Provided Level 2 support to dynamic [DHCP, PPPOE] or static accounts

Configuring customer's modem, router, antivirus programs and firewalls

Supported Windows 9X, 2000, XP, 7, and Microsoft outlook

Building customers circuits in the various routers via software interfaces.

Interfaced with various companies (Verizon, AT&T) to resolve circuit issues in the field Documented actions/findings extensively using Platypus ticketing system

Ewireless communications

6/2008 - 6/2009

Helpdesk Technician

Installed, configured, and supported Windows NT/2000/ Novell clients

Troubleshoot network connectivity for TCP/IP, DHCP, WINS, DNS, RRAS, VPN, NAT

Provided end-user desktop support for both hardware and software applications

UCLA Medical Hospital

02/08 - 04/08

Desktop Technician

Remotely support users on the phone

Configured Blackberries and PDA for users.

Supported end-users mainframe and Citrix connectivity.

Supported MS Office Applications and UCLA medical applications.

Configured devices for pediatric and radiology departments allowing hospital staff access to patient records as needed.

Experienced re-imaging machines.

Kaiser Permanente Hospital

9/2005 - 2/2008

Helpdesk Technician – contract

Remotely support users on the phone

Used Active Directory to troubleshoot user's profiles

Supported end-users mainframe and Citrix XenApp client

Software support for hospital personnel for healthcare applications

Worked with Windows 2000, XP, Windows 7, Outlook Used MAC 10.4, 5 and

Worked with imaging using Ghost.

Supported remote users using LOG ME IN Used HP service manager ticketing system

Education

Cisco Certified Network Associate CCNA [pending]

Certified MCSE, MCP, MCP+I

Network plus

Certified Technician A+

Certified HP LaserJet Printer Technician

Bachelor of Chemistry

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