Service Desk Analyst- Level 2

Mark Liberatore

Rehoboth Beach, DE *****

*********@*****.*** - 215-***-****

• Familiar with a wide range of electronic equipment

• Strong skills in monitoring and controlling computer operations

• Analytical skills include identifying and solving problems

• Able to establish rapport with a wide variety of clientele

• IBM (DOS) diagnostic software for hardware devices

• Intel 286/386/486/Pentium, Pentium II, Pentium III, IV, and Pentium Pro Processors • Banyan Vines, Novell, 3.1, 4.11

• Various LAN and PC Network

• Electronic Connections

• Inter-networking, Support Systems

• MS-DOS, WordPerfect. Lotus 1-2-3

• Windows3.1, Windows95, Windows98, Windows 2000, and NT4.0, Windows NT-2000, Windows XP, Windows Vista, Windows 7

• Macintosh OS7, OS8, OS9, OS10. Software and hardware

Authorized to work in the US for any employer Have over 25 years in Information Technology also Have Management and Supervisor experience

WORK EXPERIENCE

Service Technician Level 2 Support/Helpdesk and Supervisor (Remote Support) July 2020 to Present

DISYS Inc - Salisbury MD (Client Service Support for Exelon Delmarva Power)

Responsibilities - Handle all incoming incidents for clients within 4 locations- all network related issues, software issues, hardware issues, replacing and fixing hardware, handle replacement computers for clients also issue new computers at the end of lease, transferring all data from old computers and installing software for the client, also support all VPN issues for clients in office and also remote support as well, handle all email and Microsoft outlook issues, handle all Tablet issues for field service technicians and also handle cell phone support for in house, remote clients and field service clients as well. Remote Support for Exelon /Delmarva Power

Field Service Technician

Bancsource, Inc. - Rehoboth Beach, DE - June 2015 to April 2020 Responsibilities

Answer service calls for ATM ', all Hyosung models NCR, Diebold etc repair machines, software installs upgrades every function with ARM's and fully trained and certified

Accomplishments

I am trained on all equipment and also have brinks and Tidel training and coin machines and Bill counters.

Skills Used

All repairs of atms, safes, etc... also 20 years experience with computers, all areas and also networking

Field Engineer Manager

Insight Global Inc - Rehoboth Beach, DE - September 2014 to June 2015

Responsibilities

Go to various sites and repair any kind of computer issues software and hardware, also fix printers and copy machines. Customer service interaction.

Accomplishments

meeting with new people each day and being able to solve their problems

Skills Used

anything that has to do with repairing computers software hardware related and printers any type of networking issues

Desktop Support Engineer

TD Bank - January 2014 to February 2014

to Feb /2014- Windows 7 migration from Windows XP

Trouble shooting issues after migration, software issues, network issues, Microsoft Outlook issues, printer issues, and also hardware issues, the tickets came to me on a level 3 desktop support, I basically was the final say on what the fix would be for the client.

From 1/13/2012 to present: I have been working short term computer contracts.

Field Engineer

Versis Consulting Inc Landsdale PA - March 2013 to June 2013

Repairing customer's computers, printers and local networks. Data entry diagnostics and troubleshooting on software and hardware devices. Computer system, printer and local network repairs, maintaining software, performing systems upgrades, administrator to network 3rd level support of Microsoft Office to clients within the company.

Desktop Fleet Manager

IKON Office Solutions, Inc - Philadelphia, PA - June 2011 to January 2012

19129)

Responding to customer calls to fix printer issues, network issues software issues, as well as hardware issues and hardware repairs daily break fix of machines. Responsible for other technician's shifts and workday, also performing requests from the manager. Windows 7 Migration, from Windows XP

Help Desk Support

University of Penn - December 2010 to June 2011

Helpdesk, logging calls through Remedy, resolving issues, either by phone or remote into client's workstation, desktop support of all hardware and software issues Windows 7 support, logging calls through Remedy, resolving issues either by phone or remote into client's workstation, desktop support of all hardware and software issues, Break/Fix, build new machines to clients spec's, installing of new system, putting them on the network, and making sure all the functions work. Lotus Notes software installation and service, Windows 7 Installs, and support Microsoft office 2010 level 3 support and have done roll outs of office 2010.

Desktop Support Engineer /Help Desk

Aetna - Blue Bell, PA - September 2009 to December 2010

Desk-side support for clients within the main office, and remote sites, software and hardware support, networking issues, Break/fix; building new machines, repair of printers. 100% phone support, helpdesk, resetting passwords admin rights, adding people to groups, remote access to support software issues. 100% support to Users that worked from home. Macintosh OS10 support, as well as hardware support. VPN support and remote client, supported all users via VPN, anywhere from software support issues to connecting to the network, also supported later versions of Macintosh OS. Also have experience with Desktop Virtualization, local storage of a remote client; thus, when users worked from their remote desktop client all of the programs, applications, processes, and data used were kept and run centrally. This scenario allowed users to access their desktops on any capable device, such as a traditional computer's and laptops. Lotus Notes software installation and service. Altiris experience Office 2010 rollouts and then 3rd level support of Microsoft Office.

LAN Administrator/Desk-side Support

Vanguard Inc - Malvern, PA - March 2007 to May 2009

Desk-side support for clients within the main office, and remote sites, software and hardware support, networking issues, Break/fix; building new machines, repair of printers. 100% phone support, helpdesk

resetting passwords admin rights, adding people to groups, remote access to support software issues Macintosh OS10 support, as well as hardware support, remote support for clients that worked out of the office and Cisco VPN support. Lotus Notes software installation and service. Lotus Notes version 7/8. Altiris experience.

Desktop Support Engineer Manager

Peco/Exelon Inc - Philadelphia, PA - September 2006 to March 2007

Helpdesk, logging calls through Remedy, resolving issues either by phone or remote into client's workstation, desktop support of all hardware and software issues, Break/Fix, build new machines to clients spec's, installing of new system, putting them on the network, and making sure all the functions work. Lotus Notes software, installation, and service. (24x7 support). I worked all three shifts for coverage. I was put on a third shift full time to support users that were traveling and on the west coast. I was also on call in case some issues happened off hours.

Helpdesk-tracking and logging of calls, helping clients over the phone with software issues, remote access into clients PC if issue was not resolved, to resolve issue and close ticket, setup of user accounts, password resets. 50% Helpdesk remote fixes to clients' computers.

Desktop Support Manager/ Network Administrator

KPMG Consulting Firm, Center City - Philadelphia, PA - November 2000 to September 2006

Responsible for many aspects in helping the Manager run the IT department, including delegating work to other technicians and making sure all projects were done in a timely fashion. Also in charge of putting teams together for on the road projects. Responsible for hours of work for department and for all work done by the technicians that I was in charge of. Setting up users to the network. Maintaining the network, installation of software, installing printers, hardware and software issues, PC repair, and everyday functions in a Windows NT environment, and Help Desk for users to get support of software. NT 4.0 server builds and configuration, configuration of TCP/IP, and also Outlook setups and configurations, VPN. printer repair, and rebuilds, Fuser's, transfer rollers, pickup rollers, pickup assembly, Piu's, Print Head's Boards. Helpdesk and support for Microsoft office, Word, Access, and Excel, upgrades, fixes, and troubleshooting, hardware and software, for Palm Pilots, and also Blackberry. Helpdesk support calls tracked in Remedy, fixed via phone support remote access. Cisco Routers, Broadband, and DSL installation. Imaging of machines, using Ghost software. Running Backups for Windows NT 4.0, Windows 98 and Windows 2000, Windows XP Support Monitoring Windows NT.4.0 Network, DHCP, DNS, Brio. I have also worked with POS software and have set up scanners and credit card machines.

Field Engineer Desktop Support Technician / Helpdesk

CCSI - Norristown, PA - February 1998 to November 2000

Repairing customer's computers, printers and local networks. Data entry diagnostics and troubleshooting on software and hardware devices. Computer system, printer and local network repairs, Maintaining software, performing systems upgrades, administrator to network, Windows NT, 4.0 backups, Windows 95, 98 support. Installing and maintaining clients software and hardware support, hardware repair of PC's, support and repair of Printers, HP, III, 5n, 5m, 5si's, 8, 1100, and help desk.

Customer Engineer Field Support / Helpdesk

ENTEX Inc - King of Prussia, PA - September 1997 to February 1998

Upgrading client's computers for migration, supporting network operating systems such as Novell and Banyan Vines, Windows NT4.0, repairing computers and printers.

EDUCATION

Bachelor's in Computer Science

Villanova University

August 2000 to March 2004

Certificate

Data Processing Trainers Business School - Philadelphia, PA

October 1996 to August 1997

Newman Institute of Philadelphia

ADDITIONAL INFORMATION

SKILLS

Printers, Hardware and Software:

• Microsoft Office 95, 97, 2000-Microsoft Windows 95, 98, 2000.Outlook 2000/ie5, 6/Netscape, Microsoft NT-4.1(Essentials, 95, Workstation, Server, TCP-IP)-AS-400, UNIX, ISDN.

• Oracle 7, 8, Installs, and Maintained.

• Lotus Notes Software, Installation, and Service.

• Cisco Routers, Bridges, Broadband, DSL Installations (Hardware, Motorola). Frame Relay. • Adobe Acrobat, POS software, support and installs, Server Configuration.

• Computer Inventory.

• Data Communications, Network Management Systems, VP/ Xerox Copiers, Xerox Phaser 85xx solid ink printers (8500, 8550, 8560, 8570

• Xerox Phaser 3600 laser/mono

• Xerox Phaser 4510, 4600 laser/mono

• Xerox Phaser 5500, 5550 laser/mono. Xerox series 7500 and 5500 machines, Phaser 6010, 6500, 3250, 3600, 5550.

• Call Tracking Software (Remedy, HP overview). I have experience in hospital environment; have worked contract positions at (Temple Hospital, Einstein, St Mary's and University of Penn)

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