Technical Support Software
Resume:
Apt *** Stamford
CT ,*****
Phone:914-***-****
House: 203-***-****
E-mail: ***********@********.***
Education
CUNY Graduate School and Westchester community college
Computer Science, Mathematics, and Forensic French
Computer Science and Mathematics (2002)
Forensic French (2001)
• AS. in Telecommunication Technology (2007)
Work Experience
07/07 – Present TBSSHIPPING New York, NY
Information Management Associate for the Procurement, Legal, and Security Offices as well as providing tier II/III technical support to other information management associates.
Duties and tasks include but not limited to the following:
• Software support specialist
• Set up weekly video/audio conferences
• Specialist and deploy security related content to the Security Office’s web site.
• Providing support for desktop and notebook hardware and software, network infrastructure and corporate specific software.
• Providing Tier II/III technical support to the Regional Bureau Information Managers, the Information Management Associates, the Country Office LAN Managers, and the Office Technology Coordinators.
• Maintenance of network facilities, including DHCP, Access Points troubleshooting, site surveying, DNS, and PROXY services.
• Troubleshooting OS related issues encompassing Windows XP and Vista SP1 and resolving issues via creating the appropriate registry fixes and merging the solution into current registry.
• Installation, configuration, and troubleshooting of personal computer hardware and software, including corporate standard desktop applications such as Microsoft Office 2007, Symantec Endpoint Protection, and Checkpoint/Cisco VNP clients.
• Removal of hidden root kits and virus/Trojans using forensic toolkits via analysis of services/programs initiated upon login and sharing this information with regional bureau information managers as well as the country office LAN managers.
• Performed regular update of personal computer hardware and software via installation of security patches and updates.
• Assisted in implementing LAN upgrades and infrastructure modifications and repairs.
Systems Administrator ( Win environment)
Technical Support Analyst Levels II/III
Provide onsite and offsite technical support in solving advanced information technology issues for clients who are experiencing a wide variety of needs ranging from software installation and configuration to complex problem resolution.
Duties and Tasks
• Provide direct support to escalated user requests and/or problems that cannot be resolved by the Help Desk Level I Technician.
• Perform hands on fixes at server and desktop level including installing and upgrading software, installing hardware and configuring systems and applications.
• Technical SharePoint focal point for the LSO/PSO/SO units and assisted the communications officers in creating the new UPC landing page, sub-sites, team calendars, logos as well as the document libraries.
• Provide data entry into Help Desk software in regard to solutions, knowledge base, and history of call.
• Document, track, and monitor the problem to ensure a timely resolution.
• Identify research, troubleshoot and resolve advanced problems related to passwords, security, email, printing, workstation operating systems, network infrastructure, and rights.
• Provide advanced maintenance and support for hardware and software to end users on a variety of issues.
• Provide expert technical support on hardware and software applications used by the organization.
• Assist the Network Services Manager in making recommendations for improvements to computer hardware and software.
• Prepare and maintain documentation on procedures for distribution to fellow teammates and end-users.
• Manage large projects at the request of Network Services Manager.
• Manage, mentor, and train Help Desk Level I and II Technicians.
Knowledge and Skills
• Expert knowledge in computer network troubleshooting.
• In depth knowledge and troubleshooting experience with the following Operating Systems: Windows 95, 98, NT, 2000, XP, Mac OS 9.0 through OS 10.5 client/server, and Sues Linux.
• .Net 2.0 and 3.0 development skills
• In depth knowledge of WSS and Microsoft Office SharePoint sever
• Assisted remote clients in troubleshooting VPN connectivity issues using Citrix SSL/VPN or Cisco VPN software.
• Connected to remote computers for troubleshooting analysis and resolution using various remote tools such as Log Mein and GoToMeeting.
• Created VLANs and VLAN trucking by connecting to the multiple.
• Activated/deactivated Ethernet jack ports by connecting to Cisco switches and disabling the corresponding client port for purposes of isolating the client machine, which is infected with malware from the network.
• Installed, configured, and troubleshoot all OS X versions in mixed Win/Mac environment.
• Built a Symantec Ghost Cast server to aid in distributing standard company images to laptops and desktops.
• Created a company standard OS X image for Mac PowerBooks and G5 desktops as well maintained the image with the latest software fixes and updates thereby facilitating the deployment of multiple hardware products.
• Expert in resolving and troubleshooting but not limited to various Mac OS X applications such as Office 2004, Office 2008, Adobe Creative Suite, Final Cut 6, QuarkExpress 7, etc.
• Managed and maintained RSA 2-factor authentication system as well as our PGP server, which was utilized for recovery of passphrases for whole-disk encryption.
• Viruses/Trojans, removable of malware executables, and monitor of TCP/IP activity including ports and resources being used.
• Intermediate knowledge in troubleshooting Citrix servers and Microsoft’s business application Great Plains
• Managed Windows Active Directory by creating/editing/deleting user accounts and configuring accounts to map to file servers via logon scripts.
• Reported spammers to their respective ISPs for abuse by studying emails headers.
• Utilized Group Policy to install patches and updates as well as to set certain restrictions on corporate desktop/laptops.
Languages
English and French
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