Desktop Support

Jerry Young New York, NY Tel: 646-***-**** email: ********@****.***

PROFESSIONAL SUMMARY:

TECHNICAL SKILLS:

Windows 2000/XP/Vista/7/2008 Server, SCCM, Remedy Ticket System, NetIQ DRA, MS Office, Lotus, Note, SAP, Documentum, iManage, iPass Connection, Altiris Data Migration Tool, IBM Remote Access, Blackberry devices, IBM/Lenovo Laptops

PROFESSIONAL EXPERIENCE:

Employment Gap

June 2010 to Present

• Completed the VMware vSphere4 training at VMware authorized training center

• Actively looking for work

Johnson & Johnson Pharmaceutical, Raritan, NJ Desktop / Helpdesk Support October 2004 to June 2010

Responsibilities:

• Provided Level-II Desktop and Laptop technical support including diagnosing, roubleshooting and resolving PC operations issues

• Tested Windows 2000, XP, Vista, and Windows 7 images on Lenovo laptops and desktops

• Setup System Center Configuration Manager and installed application packages with SCCM

• Provided 90 percent Phone Support and 10 percent Deskside Support for all J&J users with SCCM remote tool, Citrix GoToAssist, and Dameware remote tool

• Updated and documented Helpdesk tickets with Remedy ticket system

• Updated and documented packages and hardware changes in Remedy Change Management

• Created migration documentations and coordinated with deployment field technicians

• Performed installs and tested application packages in the Windows Vista virtual environment

• Administered users and computer accounts with Active Directory and NetIQ Directory and Resources Administrator (DRA) tool

• Configured, supported, and resolved issues on Nortel VPN access, IBM Wireless Access Connection, iPass remote connection, Citrix based applications, Oracle client connectivity, Outlook 2000/2003/2007, MS Offfice Suite 2000/2003/2007, Lotus Note, SAP functionality, iManage WorkSite document management application, Documentum content management application, PDA and Blackberry devices

• Trouble-shoot and resolved issues on LAN, TCP/IP, DNS, DHCP, GPO, DFS, and Patches updates

Cablevision, Long Island, NY

Desktop Support / Migration Team Lead

March 2004 to September 2004

Responsibilities:

• Provided desktop support to users on Windows XP workstations

• Performed migration from Windows 2000 platform to Windows XP with Altiris Data Migration Tool

• Updated and documented desktop issue tickets with Remedy ticket system

• Installed application packages with Novell ZenWorks

• Created and updated all migration completions

Citicorp, New York, NY

Technical Support

February 2003 to January 2004

Responsibilities:

• Setup and managed network and local printers

• Performed migration from Windows NT4 platform to Windows 2000

• Created workstation images with Ghost imaging software

• Created deployment installation and troubleshooting documentations

• Resolved VPN remote access issues

• Resolved desktop issues and updated tickets with Remedy ticket system

• Provided remote support with PC Anywhere

• Created new user email accounts

• Installed and configured Outlook 2000 email client on users workstation

CERTIFICATION:

• Microsoft Certified System Engineer (MCSE)

• Cisco Certified Network Associate (CCNA)

EDUCATION:

Associates Degree in Computer-Aided Design Technology, New York City College of Technology, NY

TRAINING:

• Training in Windows Server 2008 R2 - in progress

• Training in Cisco CCNA Wireless and Security - in progress

• Training in VMware vSphere4 - completed and preparing for the VMware

Certified Professional exam

REFERENCES:

• References on-demand

Contact this candidate