Desktop/ End User support Specialist

Michael R. Harmon

t1p92b@r.postjobfree.com

***** ********* **.

Lake Elsinore CA 92532

562-***-**** cell

Education

Maric College/CEI, Irwindale, CA 1/2003 – 8/2003

Computer Systems Repair (Software/Hardware) A+ Certification

Microsoft Certified Professional

HP Warranty Certification

El Camino College, Torrance, CA 6/1997 – 6/ 1999

Horticulture Certification

Technical Skills

Windows 2000, XP, Vista, and. Microsoft Office Suite ,Microsoft Exchange Configuration Humming Bird, GTS. TCP/IP, Dynamic and Static. Symantec Security Suits, McAfee Security Suits, Zone Alarm, Black Ice, java script. Peregrine and Remedy Ticketing Systems.

Professional Summary

Over 6 years of experience in IT to include:

• Implementation, administration and support of corporate helpdesks and call centers across various platforms, systems and applications.

• Handling desktop support and administration of network, email system issues, Lotus Notes Account Administration, Outlook 2003/2007, XP, LAN/WAN configuration, troubleshooting, and support of remote users.

• Providing end user support with issues concerning application performance and system resources, network connectivity and network, local printer configuration issues such as spooling, print queue stalls, and IP print configuration.

• Anti Virus deployments, updates, and network profile login script troubleshooting.

Experience

Rotator Staffing Services-Contracted To Northrop Grumman Corp- El Segundo, CA 2/2009-Present

Contractor-Desktop Support Technician

• First-level support of end-user desktops for hardware/software/network issues/ Blackberry handheld devices

• Using Peregrine 6.5 Service Center prioritizing tickets via severity level

• Business Application Support, Installation and Configuration

• Wide Area Networking monitoring, configuration and problem resolution

• Local or Global implementation of Corporate IT Strategic Initiatives

• Outlook Exchange configuration and troubleshooting. Asset management and tracking.

• Resolution of day-to-day operational problems regarding computers and networks

• Routine installation and warranty repair of computers, peripherals, wiring, or other end user devices.

• Facilitates vendor involvement, when required, in the execution of the above.

• Assists with the deployment of new devices and installation of software

• Performs preventive maintenance (administrative tasks) on computers and other access devices.

• Hardware/software inventory, license compliance

• Ensures each device conforms to corporate standards

Server-related duties (backups, etc.)

MRI Contract Staffing, Inc. – Contract to JFK Memorial Hospital – Indio, CA 7/2008-9/2008

Consultant – Desktop Support

• Configure and deploy new Windows XP desktops and laptops.

• Install PBAR, Radiology Transcription, Cerner Citrix, Kronos and other department specific applications.

• Response to Remedy help desk tickets. Prioritizing end user support, minimizing customer downtime.

• Troubleshooting, research and resolve application conflicts.

• Printer installation, configuration and trouble shooting.

• New user account, email and password set up, work station and network printer configuration

• Verify Dell warranty and parts replacement, facilitate equipment repair.

Unisys – Contract to 20th Century Fox – Century City, CA 11/2007-6/2008

Contractor -Desktop Support Analyst

• Desktop Support (software/hardware) for 2000+ users including Presidents/VP's, located in FOX Studios and FOX Plaza. Configure and deploy new desktops and laptops. Ensure all critical data and applications are backed-up from old computer. Transfer necessary files and .pst’s from old computer image, then deploy and verify with client on-site.

• Windows 2000, Windows XP migration, backup, re-image, transfer data from ghost image, test, re-deploy, then verify with client on-site.

• Provide application documentation, installation procedures and knowledge transfer to help desk staff.

• Contribute to the development and enhancement of client methods, techniques, processes and practices.

• Performing workstation disconnect/reconnect. Password reset employee account configuration.

• New user account, email and password set up, work station and network printer configuration.

MicroLink Inc – City of Industry 7/2007-11/2007

Contractor - PC Replacement Consultant

• Image new HP desktop & laptop PC’s using scripted imaging.

• Install and migrate user data & applications software specific to the installation.

• Schedule and coordinate installations according to customer requests.

• Troubleshoot application conflicts with Windows Vista. Set up user accounts.

• Record issues and solutions through remedy ticketing software. Interview users, resolve application and O.S. function on site or escalating trouble ticket to the proper department for resolution.

Vaco Technology - Los Angeles, CA 6/2007-7/2007

Contractor – Help Desk Engineer

• Created and disabled active directory accounts per managements documented request, reset windows log on.

• Assisted users with MFG/Pro password resets, and clearing print jobs, configured VPN client software.

• Remote accessed users pc, configured and trouble shot outlook and Microsoft exchange server issues.

Nikken Inc - Irvine, CA 2/2005 – 9/2006

Internet Support Technician

• Job duties included overall internet web site assistance for wellness and nutritional product distribution center. Answered high volume of incoming calls from purchasing clients and independent wellness consultant vendors. Discussed nature of client’s web site problems or inquiries.

• Made service strategy to best solve customer navigation or web site challenges. Assisted in finding product availability, purchasing prices, and ordering information.

• Provided over the phone technical assistance to adjust levels of fire wall security systems (Norton, McCafee, Zone Alarm, Black Ice) to allow customers to enter various levels of company website.

• Guided clients with instructions for browser cookie handling properties, java script, and HTML adjustment.

• Corporate Lotus Notes configuration and troubleshooting.

Alorica Southwest LLC - La Puente, CA 1/2003 – 1/2005

Network Product Specialist 2

• Job responsibilities included overall technical assistance duties for D-Link computer peripheral distribution company. Answered incoming phone calls to acquire information on various faulty electronic devices (routers, wireless cards, print servers, surveillance cameras, virtual private network configurations).

• Used screen shots to assist in product trouble shootings and problem solving procedures.

• Provided configuration instructions to clients to assure proper device function. Other duties included. troubleshooting and problem solving for Windows 98-Fe through Windows XP-Media and Mac OSX operating systems.

United States Department of Agriculture/California Department of Food & Agriculture 1/1992 – 1/2002

Supervisor/Plant Protection & Quarantine Technician

• Job responsibilities included inspecting/seizing/issuing citations for United States of America prohibited inbound products. Discarded seed, meat, plant and animal products from arriving LAX passengers. Responsible for training, supervising, and disciplining ten regulatory inspectors.

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