Deskside Support Technician

Kenneth E. Graff

*** ***** *****. *** * Belmont, California 94002 650-***-**** *******.*****@*****.***

Technical Summary:

Systems: Microsoft Windows XP Professional, 2003/2008 Server, Vista, Windows 7 and MAC OS X Snow Leopard

Hardware: Dell, HP, and IBM/Lenovo laptops, desktops and servers, various routers and switches, network printers and print server, Blackberry, IPhone, Polycom, Cisco IP phone, A/V equipment

Software: Microsoft Office 2007/2010 suite, Altiris, Symantec Endpoint Protection, Norton Ghost, PC Anywhere, Clearvison, HP Service Manager, McAfee Endpoint Encryption Blackberry Enterprise Server 4.1 and 5.0(web based) Fiberlink/Extend 360, Cisco Ipass, VPN software (Cisco Anyconnect and Citrix) Symantec Enterprise Vault, Easyguard software Encryption, WebEx

Technologies: LAN, WLAN, (*Active Directory, DHCP, DNS, TCP/IP)*

Experience

Informatica (Dedicated On Site via CompuCom)

Desktop Support Technician (level 2, 3) June 2007 to Current

Work directly with Executive team - Calls vary, but some examples include Outlook Calendaring issues, virus/malware removal, perform component upgrades as well as software installs/updates.

Provide telephone and desk side technical support for 2100 users globally

Audio/Video support, set up and tear down conference rooms for classes and meetings locally and support corporate global events

Manage preventive maintenance on A/V equipment in conference rooms and Polycom phones

Troubleshoot and perform repairs and upgrades on IBM/Lenovo/Dell and HP laptops and desktops

Laptop imaging

Troubleshoot and resolve network issues, both wireless and LAN,

Troubleshoot Outlook issues and Enterprise Vault archive issues

Use of Active Directory to manage users and group policy, unlocking accounts and resetting passwords

Install/replace Cisco IP Phones

Full end user support for Blackberry and iPhone

Manage users on Blackberry Enterprise Server 4.1 and 5.0(web based)

Windows 7 migration project on local and remote users and Bitlocker encryption implementation

Real World Benchmarks/Tweaktown.com (Part-time) March 2004 to June 2010

Hardware Reviewer

Write power supply units reviews

Perform computer components testing for other reviewers

Setup, configure and monitor Network for LAN party’s and gaming tournaments

RentWay Product Service July 2006 to December 2006

PC Technician

Provided Windows 9.x, ME and XP Professional Support

Repaired and upgraded Desktop’s and Laptop’s

Tracked systems using AS400 Shopfloor software

Provided Technical support via the Telephone to over 100 stores

American Sentry Guard June 2004 to April 2006

Production

Assembled PC’s by hand (Averaged 20 per day)

Programmed Proprietary Security software on PC’s

Repaired and Upgraded Computers and Business Machines

Imaged Machines with Phoenix Imagecast

Provided PC Technical Support onsite and via telephone

Provided Technical support for all aspects of Security based PC DVR’s

Troubleshoot and Repaired Dell Pc’s and Laptop’s

Certifications

Comp TIA A+

Dell desktop, laptop and warranty

Lenovo desktop, laptop and warranty

Currently studying for Apple hardware and software certification

*Currently self-training for MCSE and Salesforce (estimated completion: TBD)

Education

Hospitality Management, Vincennes University, completed approximately 90 credit hours 1993-1997

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