Desktop Support Specialist

Peter Doe MCTS, MCP 508-***-**** knlm0j@r.postjobfree.com

** ***** **, **** **********, Ma 01585

Knowledge Base

MS Windows 9x-7 Disaster Recovery

Wired/Wireless Networking Imaging/Document Management

Ancillary Equipment/Cabling Server/Networking Hardware

Windows Server 2003 Active Directory Exchange 2003/2007

Windows Server 2008 Citrix

DHCP DNS

Experience

08/08-10/09 Fallon Community Health Plan Worcester, Ma

IT Service Desk Lead

• Managed the day to day Service Desk operations such as the service desk e-mail, voicemail and work queues to ensure that the work was completed in a timely manner.

• Created and managed user accounts in Active Directory, NextGen systems, and QNXT systems for all new hires and existing clients. Provided 1st and 2nd level phone support on such systems as PC’s, remote access (Citrix/RSA tokens), LAN/WAN connectivity, and software.

• Proved phone and e-mail support to local and remote users. Entered all calls into our BMC Service Desk Express tracking software.

• Worked with IT Service Desk Manager to coach and supervise the staff on a daily basis.

09-06-08/08 Charles River Laboratories Shrewsbury, Ma

IT Applications and Hardware Analyst/Audio/Visual Administrator

• Administered, diagnosed and repaired a wide array of systems such as PC’s , Imaging, remote access (Cisco/RSA VPN), wireless (Cisco), servers and storage, and LAN/WAN connectivity.

• Developed and upheld procedures for technology deployment and maintenance.

• Administered site connection to our global private Video-Conferencing system and trained users on its functionality.

• Provided in-person, phone and e-mail support to local and remote user community.

10/05-9/06 Best Buy Geek Squad Worcester, Ma

Systems Technician

• Diagnosed and resolved issues with consumer electronics, PC’s, and laptops.

• Installed various PC and laptop components.

• Provided in-person and phone support for all Geek Squad customers, processed documentation, RMA’s and all in-house repairs and replacements.

1995–2000 Howe Lumber East Brookfield, MA

Assistant Manager

• Worked as part of the management team to supervise staff, market products, and assist customers.

• Cut inventory losses & improved store sales by increasing staff visibility, improving departmental relations & working more effectively with vendors.

• Managed a team of two employees in day-to-day activities. Supervisory duties included ensuring store readiness, scheduling workforce, & resolving issues.

Education

Present

• Working towards my MCITP: Sever Administrator certification.

• Passed the Microsoft 70-642 MCTS: Windows Server 2008 Network Infrastructure Configuration

2004–2005 Clark University Framingham, MA

• PC & Networking Design Master Certificate

2000–2003 Quinsigamond College Worcester, MA

• Associates Degree in Business Administration/Marketing

President’s List Honoree

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