Helpdesk Tech

Dennis C. E. Petty

**** ****** ****

Green Cove Springs, Fl. 32043

***********@*****.***

Cell: 904-***-****

CERTIFICATIONS:

CERTIFIED NOVELL ENGINEER (CNE) # 6618271 for Netware 3.x, 4.x, 5.x, 6.x

Microsoft Certified Professional (MCP) #3009407

Ground Control Certifications # DI3700234, # 6I3702024, # 7I3703836,

Magellan # M31467, Galileo # T21990

Installer ID # 1125962

Field Nation Tech # 6435

TECHNICAL SKILLS:

Network Operating Systems:

Familiar with Active Directory in windows server 2003 and 2008 R2

NetWare 3.x through, Netware 6.x, Windows NT, Windows Server 2000, Exchange 2000, 2003 Email Server

Setup clients connecting to Exchange 2003 and 2007

TCP/IP trouble shooting

Working with users on Software issue in MS Office 2003 and 2007 and Outlook 2003 and 2007, network printing and 3270 terminal emulation software. Transitioning from Windows XP to Windows7 issue and Adobe products.

Have over three (3) years current Helpdesk phone support experience.

Excellent phone skills conversing to helpdesk callers..

Excellent trouble shooting Skills figuring out the solutions to issue

Remote applications to Solve PC issue, Using FastSupport.com, Microsoft RDP , RC in Active Directory, VNC and usage

Deploying PC’s and Laptops using Enterprise Ghost, creating and deploying images.

Operating Systems:

Windows 7 Ent.32 and 64 Bit, Virtual PC XP mode for Windows7, Windows XP pro, Windows 2000 Pro, DOS, Windows 3.1x, Windows 95, Windows 98, and Windows NT4.0 Workstation

Hardware:

PC’s Dell OptiPlex 620, 1100, 2400, 4250, 745, 755, and 960's

Laptop current with Dell 600, 630, 830, 4310, 4400, 4500, 6510 series Laptops.

Dell Servers 2650, 2850

Also all types of Hardware on customer sites. as it relates to loading SQL Server and DesertMicro’s software.

HP and Lexmark and Xerox 4112 and Xerox Spire Docucolor 250 series network printers and local printers, connectivity and maintenance issues.

Cabling of co-ax RG-6 , RG-11, also twisted pair Cat6 , Cat5e and fiber optic using a Siemens kit

Hughes Satellite Installs All modern PC’s, Laptops and Servers (Compaq, Dell and HP). Handle SCSI and IDE drives in serial connection and RAID configurations, Network Interface Cards (NIC), video cards in single and multiple card configurations, scanners, Printers, Print servers, Serial and parallel port cards, All network cabling types and wireless. Backup equipment, i.e. backup servers with auto tape changers and single tape drive configurations.

Cisco router 2948 install, PBX meridian switch, handsets phone programming. Voice mail systems. All types of modems: phone, cable, and DSL. Installed and configured Netgear FSV318 Firewall to protect cable Modem Internet network.

Applications:

Microsoft SQL Server 2005 and 2008, Microsoft Office 2003 and 2007, Outlook 2003 and 2007, Connecting to Exchange server 2003 and 2007’ Current Company’s Software in many Flavors called RouteManger, SmoothStone Helpdesk Phone Queue system, Track-It and FootPrints, PC Helpdesk Trouble ticket reporting software Virtual PC XP mode for windows7 Cisco VPN client software, Reflections 3270 Terminal emulation software. Network printing. installing Adobe CS Suites, Arcserve version 6.6, 7, and 9; Ghost enterprise up to version 11, , OCR software, PBX from PC

EDUCATION:

Ground Control Hughes Satellite Install 8/2006

Masters Institution San Jose, California 1/1999

Certification of Systems Administration

Tallahassee Community Collage, Tallahassee, Florida 7/1987

Associate Degree

South Florida Junior College, Avon Park, Florida 7/1979

Course work and Certification in Drafting

PROFESSIONAL EXPERIENCE

DesertMicro 3/2011 to 2 /2012

10550 Deerwood Park Blvd.

Suite 650

Jacksonville, Fl. 32256

Helpdesk PC Tech

Helpdesk / Service Phone Support using Internal Ticketing Application system

Support for over 20 internal Company users OS and MS applications, SQL..

Support trouble tickets and installs for our company install base of over 1200 Software installs. And users of DesertMicro software over the United States and Canada.

Usable Life / Limited Specialty Ventures / Florida Combined Life 6/2008 10/2010

4800 GateParkway Campus Blvd.

Bldg. 200 Suite 600

Jacksonville, Florida, 32446

Helpdesk PC Tech

Helpdesk / Service Phone Support using Trackit and FootPrints ticket systems and SmoothStone Phone Queue system.

Support over 1000 users company wide over five states

Supporting local campus of 170 PC’s and 30 laptops in all aspects of Widows Office 2003 and Office 2007 environment

And other various apps when needed Adobe Suite 3270 emulation software.

Did the upgrade from MS office 2003 to Office 2007 with no customer down time allowed. Started upgrading PC’s and laptops to Windows 7 32 and 64 Bit and in need cases Virtual XP mode on Windows 7 32 and 64 bit installs needed legacy support of Windows XP

Did PC and Laptops builds using Ghost imaging and single software by CD’s and Using MS WDS servers install.

Technisource Usable Life 6/2008 - 3/2009

8657 Baypine Road, Suite 110

Jacksonville, FL 32256

PC Tech / Rollout Tech Contractor

USAble Life/ Limited Specialty Ventures / Florida Combined Life

Rollout of 170 PC’s and 30 laptops in Windows XP and Office 2003With setups and after install support to team members. Also instruction on issue of local install f MS Office 2003 and 2007. For Usable Life / Limited Specialty Ventures / Florida Combined Life

then rolled permanent 70 to 84 hour work weeks

WACHTER NETWORK SERVICES 6/2005 to 30Nov07

419 WEST MONROE, LOWELL, AR 72745

Data Tech / Rollout Tech Contractor Rollout List Follows

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