Technician Manager
Resume:
TERRY BURTON
Largo, MD 20774
******@***.***
SUMMARY OF QUALIFICATIONS
Skilled Desktop/PC Support Technician with 21+ years of experience providing exceptional PC and Client/Server technical support to 2800 – 5000 users. Experience diagnosing, troubleshooting and resolving client issues with hardware maintenance, installations, and upgrades onsite or remotely.
TECHNICAL SKILLS
Operating Systems: UNIX, WINDOWS (95, 98, NT, 2000 Pro, XP Pro, 7)
Computer Systems: IBM/Compatibles, Sun, HP, Dell
Utilities: Norton Utilities, Windows Remote Assistance, CheckPoint VPN, Remedy AR Client 6.3 & 7.1, Numara FootPrints, Altiris, Heat, Malwarbytes Suite, McAfee Suite, Xerox FreeFlow Remote Printer Server, VMWare, Symantec Ghost, AD Environment
Applications: MS Office 97 – 2010 Suite, Corel WordPerfect 10 – 12 Suite, Adobe CS4 & CS5 Master Collection, ccmMercury Suite, Toad for Oracle, Acrobat Pro 9 & 10, GroupWise Messenger 2.2
PROFESSIONAL EXPERIENCE
Provided telephone and in-person support to over 2,800 end users to diagnose, troubleshoot, resolve, and document a range of software, hardware, and network related technical issues
Created, responded to, escalated, and closed tickets
Create, modify, delete, and unlock user’s accounts
Imaged and reimaged user’s desktops and laptops as well as perform backups and restorations on client’s machines
Performed burn-in, installations, and maintenance of PC equipment and peripherals of commercial off-the-shelf software and workstation operating system software
Configured workstations to operate in either Novell or Windows NT, 2000, XP Server Lan environment
Acted as Team Leader in the task of improving stability and performance of systems and networks by upgrading from Windows 95 - 2000 to XP Professional; saving customer data on existing PCs, migrating existing applications, and customizing configuration settings
Set up, installed, repaired, and performed preventive maintenance on desktops, laptops, and printers
Maintained an inventory of parts for systems, subsystems, and components used in repair work and prepared progress reports for all work performed
Provided conference room support for meetings utilizing audio visual and VTC equipment
Imaged and reimaged user’s(Desktops & Laptops) and performed backups, restorations on client’s machines using SCCM(System Center Configuration Manager 2007and(LSD), Symantec Live State Delivery, Ghosting systems for data recovery using remote assistance to assist users more quickly and working with Remedy and Numara FootPrints software to track tickets
EMPLOYMENT HISTORY
Science Applications International Corporation (SAIC) – Washington, DC 10/2009 – 6/2012
Hardware Configuration Specialist, Library of Congress
People Processing Information, Inc. – Washington, D.C. 4/2007 – 4/2009
Hardware Specialist, Pension Benefit Guarantee Corporation
AMS/Computer Associates, Inc. – Washington, D.C. 11/1998 – 4/2007
Computer Network Maintenance Technician, Pension Benefit Guarantee Corporation
Dynamic Technology Systems, Inc. – Washington, D.C. 6/1991 – 11/1998
Computer Technician, Pension Benefit Guarantee Corporation
EDUCATION
Computer Learning Center – Alexandria, VA
Computer Electronic Technology Diploma, 5/1991
TRAINING & CERTIFICATIONS
CompTIA A+ Certified Professional
UniCenter NSM Installation & Administration
Computer Associates E-Trust Brand Overview
Computer Associates CleverPath Overview
Knowlogy XP Professional Help/Desk Support
Windows 7 Installation & Configuring Windows Client
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