Help Desk or workstation support Resume

Title

Help Desk or workstation support

Primary Skills

Technical environment, focusing on Hardware, Desktop and Application Support

Location
US-NC-Charlotte (will consider relocating)

Posted
Jun-01-12

RESUME DETAILS

Technology oriented, IT Support provided by desk side, telephone, and over networks. Hands on experience setting up, imaging, and deploying laptops, computers, and printers. Proven desktop and network troubleshooting skills. Excellent people skills - able to focus on the issue, and not the emotion of the moment.

Hardware and Help Desk Support Team Leadership First & Second Level Application Support
First & Second Level PC Support Customer Relations One-On-One Training
System Upgrades / Conversions Escalation Resolution Adapts Easily To New Situations

Technology Summary

Operating Systems - Windows 95 / 98 / NT 4.0 / XP & WIN7

Applications - MS Office - thru 2010, Acrobat, Remedy ARS, MS Active Directory, Tivoli Problem Management, CA Unicenter Service Desk, CA Unicenter Remote Control, Dameware, Postini Spam Filter, Ghost, Sophos Mail Filter, SecuRemote (VPN install and configure), WinZip, Citrix Management Console, GoTo Meeting, Big Fix, Blackberry administration, Track-It help desk

Professional Experience

Workstation Support / Desktop Technician GenSpring Family Offices April 2006-June 2012
* Bare bone set up of workstations, laptops, and printers. Develop images using Bart PE and SnapShot
* Answer calls, emails, and tickets automatically created by the system in a professional and courteous manner
* Took care of first, second, and sometimes third level issues. Had equal responsibility for any ticket generated
* Talked users through problems, used Dameware/GoTo Meeting to access their machines remotely when necessary
* 400 users from Executive level down, who work in various offices around the country

Global Help Desk Pomeroy IT Solutions May 2004 - April 2006
* A combination of desk side, telephone, and LAN support, including remote users in worldwide locations
* Password, printer, & terminal resets on multiple platforms, configurations, and connections
* Basic caller training, application setup, and connection issues (VPN, LAN, WAN)
* PC/Laptop imaging and setup (Ghost)

Software Engineer Computer Task Group. October 2003 - May 2004
* 100% Phone based support, responsible for answering calls in a fast paced production environment
* Password, printer & terminal resets across multiple platforms - PC, VAX, UNIX, IBM Mainframe, AS400

Information Systems Consultant Keane, Inc. September 1997 - January 2002
* Workstation Support Specialist (1/99 to 1/02 ) responsible for PC`s (100) & LAN servers (4), End User support & training, software & equipment upgrades, and 24/7 on call support . Support was provided over the phone, in person, and by remote SMS connection
* Transition Team Support Member, included extensive travel during a mass rollout of a common operating environment, and training of staff on the proprietary software & systems
* Help Desk (9/97 to 12/98) for ten AS400 plants, answered calls, provided first level triage

Workstation Support / Help Desk Hayssen Mfg. February 1997 - September 1997

Lead Computer Operator EATON/Cutler Hammer June 1994 - February 1997

Education

University of South Carolina Columbia, SC 1992 - 1994
* Bachelor of Science, Office Administration - Office Information Systems
Spartanburg Methodist College Spartanburg, SC 1989 - 1991
* Associate of Arts, Elementary Education - Hearing Impaired

Certifications

See above

CONTACT DETAILS

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