Technical Support/Help Desk (home based)

SENIOR HELP DESK / TECHNICAL SUPPORT PROFESSIONAL

Accomplished Senior Help Desk professional with 10+ years experience in Computer Operations, Technical and Help Desk support.

* ***** ** *******sive computer/network operations experience in a mixed computing environment including UNIX, Windows NT/2000 and interconnected mainframe.

9 years providing Help Desk support to thousands of users across the U S, earning a solid reputation for productivity, complex problem resolution and professionalism.

Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.

Proactive self-starter known to initiate process and system improvements to increase system stability and staff Productivity.

Earned solid reputation for resolving complex issues and providing exceptional Customer Service.

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Promoted to assume additional responsibilities as Helpdesk Supervisor with Georgia Dept of Labor providing expert service to staff

Provided first- second level technical support for all authorize users.

Troubleshoot hardware, software and connectivity issues for a Windows NT/2000, XP, and mainframe environment

A + Certification

TECHNOLOGIES

Windows 9.x, NT, 2000, XP, Vista, Windows 2000, 03 Server, Exchange, Active Directory, Terminal Server, NetWare, AS/400 (CICS, TSO, NET VIEW, VTAM LMS,CMS, DPM)

Microsoft Office 97,2000, XP, WordPerfect, Lotus Notes, Norton Ghost (Imaging software), Antivirus software, Remote access software, VPN, and Call Tracking software.

Networking: Troubleshoot connectivity issues, TCP/IP, Cabling, Hubs, Switches, and Routers. Support Dial up, DSL, T1 connections, P O S (IBM, NCR). Wireless connectivity.

PC and Printer repair, Hardware/Software configurations and upgrades.

PROFESSIONAL EXPERIENCE

MAR 2005 – MAR 2008

MEDIA RESOURCE EXCHANGE,

LAS VEGAS, NV.

HELP DESK / COMPUTER TECH

MAR 2003 – MAR 2005

AMERICAN KIOSK MANAGEMENT,

LAS VEGAS, NV.

HELPDESK / COMPUTER TECH

FEB 1997 – MAR 2003

GEORGIA DEPT of LABOR

ATLANTA, GA.

HELPDESK SUPERVISOR / COMPUTER TECH

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