Help Desk Technician Resume

Title
Help Desk Technician

Primary Skills
Customer Service, Troubleshooting, Technical Support, Hardware\Software support

Location
US-UT-Orem

Posted
Aug-12-09

Cisco ~ Novell ~ Microsoft

Astute, results-oriented Information Technology Professional with extensive technical experience with computer and network

systems support. Strong knowledge and skills in networking concepts and technologies. Outstanding troubleshooting and

customer service skills, as demonstrated by being named Employee of the Month several times. Averaged 100% on customer

service quality rating. Professional certifications include:

* CompTIA A+
* CompTIA Network+
* Certified Novell Administrator (CNA)
* Microsoft Certified Professional (MCP)
* Microsoft Certified Systems Administrator (MCSA)

TECHNICAL SKILLS

Software: Symantec End Point Antivirus, Ghost, Altiris, WebEx, Spark, Lotus Sametime, LogMeIn, ShoreTel, SharePoint, VNC,

MS Office, NT Backup, Adobe, Open Office, Microsoft Management Console, Active Directory, IIS, GroupWise, WSUS, VMware,

Virtual PC, Norton/McAfee AntiVirus, Softrax/Contrax, Great Plains

Platforms/Operating Systems: Windows 95/98/ME/2000/XP/Vista/7/NT/2003 Server, Linux, Netware, MacOS

Hardware: HP/Compaq, Dell, Gateway/Acer, Apple, IBM, Sony, Blackberry, iPhone

Networking: SSH, LAN, WAN, WLAN, WWAN, SMTP, IMAP, IPX/SPX, RIP, AppleTalk, SAMBA, RDP, TCP/IP, DNS/DHCP, NAT, HTTP, IPSec,

SSL, L2TP, DMZ, RADIUS, PPTP, POP3, SSL, WINS, OSPF, Site to Site/Client to Site VPN tunneling

PROFESSIONAL EXPERIENCE

OMNITURE, Orem, UT July 2008 - Present
Helpdesk Technician
* Provided direct customer service and technical support to users as required via phone, email, online systems and in

person for 1000+ users, locally, and remotely.
* Managed and maintained an IT asset inventory. This resulted in an estimated $20,000 a year in savings in lost inventory

items.
* Supported and troubleshot Windows XP, Vista, Mac OS X desktops and laptops.
* Assisted users in identifying and fixing system crashes, performance, hardware issues.
* Removed viruses from user's machines. Ensuring workstations are secured using security policies and maintained an updated

Symantec End Point antivirus protection.
* Troubleshot and solved LAN, WLAN, WWAN connectivity issues.
* Outlook\Entourage connectivity troubleshooting with Exchange 2003/2007.
* Active directory administration support for password resets and computer object creations.
* Installed configured and troubleshot Accounting applications as Great Plains, Contrax/Softrax.
* Troubleshot and supported VMware Fusion and Parallels configurations.
* Configured and installed new PCs, installation of needed peripherals and software, and physical attachment of PC to

network, install and maintain peripheral equipment, such as printers, Blackberries, iPhone's, scanners, etc.

CISCO SYSTEMS (via Convergys), Salt Lake City, UT April 2002 - July 2008
Network Support Technician
* Provided quality customer service and technical assistance to high-end Cisco clients.
* Gathered and documented the root cause of numerous Cisco networking technical problems.
* Documented customer information in Oracle database.
* Troubleshot and resolved problems that prevented customers from utilizing online web features.
* Working on customer escalations directly with Account Managers, Duty Managers, and Supervisors.
* Communicated with Cisco engineers and developers on customer technical support requests.
* Created and updated technical support service requests, and dispatched to engineers and developers in appropriate

departments.
* Provided mentoring support for peers and colleagues.
* Provided troubleshooting and repair support for co-workers.

NOVELL - (via Sento), American Fork, UT August 1998 - January 2002
Technical Support Engineer
* Provided network administration support (including on-call) for Novell customers, assisting clients with troubleshooting,

installations, and configuration of BoarderManager, Netware, Groupwise products.
* Worked directly with Novell customers and partners on debugging high-end Netware servers.
* Troubleshot complicated hardware and software issues, including replicating customer environments and network problems in

the lab.
* Provided technical support to network administrators and worked directly with developers on bugs.
* Assisted the quality assurance department with testing of Novell beta products.
* Helped configure and troubleshoot client-to-server and server-to-server tunneling VPN connections.
* Assisted with configuration, support and setup of firewall packet filtering, network address translation, DMZs, DNS

servers, combining HTTP and transparent proxies, RADIUS, HTTP access rules, server load balancing, SSL proxy

authentication, server migrations, and proxy server hierarchy.
* Created knowledge-based ticket system for documenting identified bugs and feature failures.
* Documented problem description, troubleshooting steps, and solution through technical support cases.
* Created and maintained knowledge-based library mainly for Apple product support documents.
* Provided training and Apple Macintosh support for employees.
* Setup and maintained 25-user groupWise email servers.
* Provided help desk support on internal Apple computers.

EDUCATION

WESTERN GOVERNORS UNIVERSITY, Salt Lake City, UT, May 2006 - Dec 2011
Bachelor of Science in Information Technology, emphasis in Network Administration

Certifications
* CompTIA A+
* CompTIA Network+
* Certified Novell Administrator (CNA)
* Microsoft Certified Professional (MCP)
* Microsoft Certified Systems Administrator (MCSA)


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