Help Desk Supevisor, Systems Technician, IT Desktop Support

Louise Page

Objective

Experienced IT professional with nine years working experience in Help Desk Administration with a background in LAN/WAN networks. To obtain a position in the Help Desk Department that provides personal and company growth. I’m an organized, friendly professional that takes hands on approach to my work; some of my strengths are analytical problem solving and a commitment to customer satisfaction.

Strengths

• Proven to maintain confidentiality and adhere to Company security requirements.

• Proven to perform duties with minimal supervision.

• Professional demeanor with excellent customer service and team player orientation. Ability to interface with internal / external partners at all levels.

• Proven to handle multiple, high priority projects with a keen attention to detail.

• Ability to lift up to 50 lbs.

• Fluent in Spanish.

Technical Skills and Experience:

Operating Systems

• Microsoft Windows Vista / XP / 2000 / NT / 98 / 95.

• Microsoft Server 2003.

• Acronis True Image Desktop, Server / Norton Ghost / Bart PE Builder / DOS.

• Exposure to Linux platforms such as Red Hat and Knoppix.

Software Applications

• Antivirus – Trend Micro / McAfee Enterprise, V8.5 / Inoculan for WinNT.

• Backups – HP OpenView Storage Data Protector, v5.0 / Omniback, v3.5 / Symantec Backup Exec 12 for Windows Server V.12.0.

• Help Desk – Service Now / Track It, V7.0 / Bug Collector.

• Microsoft Office 2007 / 2003 / 2000 / XP / 97.

• Microsoft Outlook 2007 / 2003 / 2000 / 98.

• Oracle 8i Client / Discoverer / JInitiator.

• Windows SharePoint 3.0.

• Other – Barracuda Spam Server / Check Point VPN-1 Secure Client / Clippership / Cisco IP Phones /

E-Time / HP Jet Admin / Knowledge Point / PCAnywhere, V10 / Putty / SMS / Script Logic, V7 / Terminal Services (RDP) / VNC / Veritas v2.5 / Verizon/Sprint Cellular Broadband.

System Maintenance

• Installation and maintenance, including the configuration, repair, and replacement of internal and external components—motherboards, processors, memory, video cards, modems, NICs, sound cards, IDE/SATA

hard drives, floppy drives, CD-ROM drives, CD/DVD-RW drives, and SCSI tape drives.

• Support and troubleshooting of Cannon / HP / Konica / Lexmark / Printronix / Zebra printers.

Network Administration

• Assist in the installation, configuration and troubleshooting of servers and workstations.

• Active Directory / WinNT User Manager troubleshooting and management of account in two domains.

• Microsoft Exchange Server management and troubleshooting.

• Oracle Administration, responsible of the creation, termination and assignment of logins and responsibilities.

• Perform data backup duties; verified backup logs, maintain tape inventory and manage tape rotation.

• Remote administration and VPN install and support.

Management

• Supervised staff of 3, including hiring, training and promoting of personnel.

• Responsible for the processing of invoices, purchases and balancing of the IT Budget.

Employment History

Pride Staff / ResMed – La Jolla, CA

Help Desk Coordinator (05/09 to 07/09)

Full Time Contract position, three months - responsible for receiving requests for assistance or problem reports from users, performing an initial analysis and invoking the proper support mechanism.

Helixstorm / Verint – San Diego, CA

Systems Consultant (02/09 – 05/09)

Part Time Contract position with local San Diego Company, hire as the Systems Consultant responsible for the backups and some tech support when needed.

Road Runner Sports – San Diego, CA

Help Desk Supervisor (10/00 – 11/08)

Started as a Sr. Data Processing Operator and over the next four years was promoted three times, first to Help Desk Coordinator, then to Technical Support Technician and finally to Help Desk Supervisor, where I was responsible for the Help Desk Administration, hardware support including setup, testing, upgrading, troubleshooting and deploying a variety of systems and hardware components. Specific duties consist of creation and maintenance of user accounts - LAN, E-mail and Oracle. Entering tickets and updating Helpdesk tracking management software. Assist users to be more productive through effective support, communication, software utilization and technology. Part of the “On Call” staff rotation for after hours and weekend support.

• Member of the P3_CI and P4_CI Team – Company Culture Continues Improvement, (10/2005).

• Received award “Project Orbit” for my contributions, (10/2003).

• Received letter of Commendation, (11/2001).

• Received Employee of the Quarter Award, (2nd Quarter, 2001).

Coleman College – La Mesa, CA

Internship – Work Study (03/00 – 12/00)

Assist the Network Administrator in all areas of Network Administration at La Mesa & Mission Valley campus.

Education

Coleman University – San Diego, CA

Currently attending in pursue of a Bachelors degree in Information Technology with a minor in Security – October 2011.

Coleman University – San Diego, CA

Associate of Science, Computer Networks - October 2009.

Vortex – Mission Valley, CA

5060 – Implementing Windows SharePoint Services 3.0 – October 2008.

Vortex – Mission Valley, CA

N101 – Network+ Certification - February 2005.

MicroSkills – San Diego, CA

2272 - Implementing and Supporting Microsoft Windows XP Professional - March 2003.

Rockhurst University Continuing Education Center – Mission Valley, CA

Administering, Supporting and Troubleshooting Microsoft Windows 2000 – January 2003.

Coleman College – La Mesa, CA

Computer Applications and Networks, October 1999 – December 2000.

References: Will provide excellent references upon request.

Contact this candidate