Desktop Support Lead / Executive Support / Manager

Objective: Seeking a challenging and rewarding career in which I will further strengthen existing knowledge, perform in a manner in which I will benefit myself and the company I work for, and build my team members knowledge and better their results.

Summary: 12+ years of experience in providing level 2 and 3 PC technical and desktop support including hardware and software installation/upgrade and troubleshoot in Microsoft Windows 95/98, Windows NT 4.0, 2000, WinXP and LAN environment. Provided systems integration from Windows 3.X to Windows 95/98 to Windows NT 4.0/2000 Workstations to WinXP with network support and administration. Dependable, thrives on new challenges and is a self-starter and a team player. Proven to be a quick learner in new technologies and systems.

Professional Experience

Deskside Support Analyst – ******************* 5/1998 – Present

 Install, set-up, and configure new workstations and printers ensuring network connectivity.

 Install, upgrade, and troubleshoot hardware and software.

 Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet/Cisco Wireless network.

 Work with developers on application rollout problems.

 Work along side infrastructure testing new IR releases.

 Configured, install, and repair network and local printers.

 Provide second level support to the helpdesk/desktop services and work with other IT departments if necessary to solve escalations.

 Provide technical coaching and mentoring to junior technicians, act as the lead support analyst, and help coordinate day to day help desk activities.

 Installed and configured external devices such as CD Burners, Scanners, Blackberry Devices, and 3g Wireless Cards.

 Installed, configured, and maintained VPN networking though Aventail and Cisco configurations.

 Perform Project Management work during new infrastructure rollouts (IR2.2, IR2.3, IR441, IR451, IR462, IR5.1, IR621 and currently working on VISTA). Completed 4500+ XP upgrades in Blue Bell Campus in < 7 month.

 Headed Project to streamline lease replacements for all Full Time Teleworkers

 Performed server support in field offices during server upgrades.

 Performed Tape Backups in Field Offices

 Provide Executive Support when needed

Computer Repair Technician ********************* 6/1997 – 5/1998

 Manage group of 5 Technicians ( Reporting, Workflow, Time Management )

 Handle all incoming warranty and C.O.D. repair jobs for computer related products sold by the Circuit City stores

 Develop, define, and communicate user/technical support standard operating procedures to technical support staff to enhance support procedures and service

 Responsible for design and maintenance of peer to peer network for technicians to share information and utilities

 Provide technical coaching and mentoring to junior technicians

 Provide technical support to on- and off-site users.

 Install, set-up, and configure new computers and printers for retail stores

 Install, upgrade, and troubleshoot hardware and software.

 Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet network.

Sr. Computer Support Specialist - *************** 8/1995 - 6/1997

 Provided third level support to the helpdesk.

 Provided desk side support to approx 3000 end users.

 Managed 14-20 technicians and performed performance review and goal setting.

 Provided technical support to on- and off-site users.

 Troubleshoot and resolve various issues with networked workstations, printers, and distributed applications on a TCP/IP based Ethernet network.

 Configured and install network printers NT network.

 Mentored junior technicians.

 Installed, upgraded, and troubleshoot hardware and software.

 Responsible for the documenting of support procedures.

 Various other duties

Other Experience

 Experience in Windows 95/98/2000, Windows NT 4.0, WinXP, Vista/Windows7

 Experience with Microsoft and Novell networking.

 Provide consulting services to home and business users from troubleshooting various problems, including hardware/software upgrades, home networking, and designing/building personal home computers and networks.

Software

 Microsoft Office97,Office2000, Office XP, Office 2003, Microsoft Exchange/Outlook, MS Publisher, Acrobat, Net Meeting, Windows Messenger, Norton Utilities and Antivirus, Norton Ghost, Partition Magic, EA call tracking, Peregrine Service Center, Remote Tech Station, Windows PE, Ontrack Data Recovery, HP Jet Admin, Internet Explorer, America Online, Netscape, SpyBot S&D, Adaware, Palm Pilot, Blackberry RIMs, SMS 2.0, Roxio, Nero, Broadband Services, VPN, various broadband routers and various Adobe products. Also passed courses on HTML, XML, DreamWeaver, JavaScript, and Project Management Plus.

References

 Available upon request.

Contact this candidate