Desktop Support Resume

Title
Desktop Support

Primary Skills
IT Professional with experience leading technical support for desktops, computer diagnostics, and IT systems.

Location
US-CA-San Diego

Posted
May-05-09

QUALIFICATIONS

Detail-oriented, analytical IT Professional with experience leading technical support for desktops, computer diagnostics, and IT systems. Proven ability to troubleshoot complex IT problems, develop effective solutions, manage IT projects, and perform technical repairs for global users. Closed 50+ cases per month at CompuCom versus target of 40 cases based on strong technical diagnostic and repair skills. Increased security 100% and system reliability 25% for Akron Children's Hospital. Capable of bridging gap between technical and non-technical employees. Comprehensive business background with professional experience leading operations, sales and business development for TPD Produce. Strong work ethic focused on results, persistence and service.


COMPUTER SKILLS

Certifications; A+, Network+, MCP, Microsoft Server 2003 70-290, DCSE (Dell), Xerox certified-laser printers
Software & Hardware: Norton Ghost, MS SMS, Active Directory, Excel and Word, Quicken, Lotus Notes, Outlook, IBM Sametime HDD Cloning Devices, Odesey
Protocols: TCP/IP, FTP, HTTP
Operating Systems: Windows XP, Vista, Windows 2000, Windows 98
Languages: MS VB, VB script, HTML


PROFESSIONAL EXPERIENCE

Desktop Support
SAPPHIRE TECHNOLOGIES, Irvine, California March 2009-Present
* Hardware refresh project for Biogen Idec, La Jolla, CA.
* Implementation included desktop imaging, data transfer (backup and restore using ALTIRIS system)
* Hardware type: HP desktops and laptops. Rollout included replacement of all keyboards, mice and docking stations.
* Applications utilized: AIMS for asset management and inventory. ALTIRIS for backup/restore and installation of specialty applications. Lotus Notes, Windows XP OS, MS Office.
* Soft skills required: excellent communications, team player attitude, interpersonal and organizational abilities. Company demanded user oriented technicians.

Deskside Support
COMPUCOM SYSTEMS, INC., San Diego, California February 2008-January 2009

* Provided Level II technical hardware and software computer support for remote global users at GE facilities, including 25 scientists and engineers.
* Troubleshot technical issues, quickly identified solutions, and provided efficient service to maintain customer satisfaction; worked with MS NetMeeting and National Help Desk Queue.
* Analyzed, diagnosed and repaired user computer problems within timed SLA requirements.
* Performed technical support in a demanding environment; calmed upset users.
* Closed more than 50 cases per month versus goal of 40 cases by leveraging knowledge of hardware/software functionality, servers, WAN/LAN systems, and basic networking problems.
* Worked on Outlook, LAN and VPN connectivity, backup procedures, GE Coreload to reimage faulty units, invalid passwords, and error messages.
PAUL W. GAILEY Page Two


PROFESSIONAL EXPERIENCE
(Continued)

IT Relocation Team
WAREFORCE, San Diego, CA

* Managed IT relocation services for 7,000 employees across Qualcomm's San Diego campus.
* Dismantled and assembled complete IT, telecom and networking services for employee moves.
* Setup digital and analog phone systems, PCs, IT equipment, printers, and workstations.
* Tested connectivity, repaired equipment, and activated network ports at IDF/MDF points.

Field Computer Technician
GETRONICS, San Diego, California September 2007-December 2007

* Traveled to Target and Home Depot stores to troubleshoot, repair and maintain IBM and NCR registers; installed new parts, tested malfunctioning equipment, and ordered replacement parts.
* Managed hardware and software for registers, including printers, currency counters, system boards, memory, PSUs, hard drives and PCs.
* Rebuilt equipment through software reimaging based on store specifications.

IT Support Technician
POMEROY IT SOLUTIONS, Cleveland, Ohio May 2007-August 2007

* Worked at Weltman, Weinberg and Reis Law Firm as a Billable Consultant and Akron Children's Hospital as a IT Support Team Member.
* Provided hardware, software, end user and network support services; managed IT projects, delivering results ahead of schedule and within budget; minimized downtime and user impact.
* Helped the law firm by transferring user profiles, installing/removing HDD devices, providing remote control, managing patches, distributing software, and maintaining inventory.
* Deployed and trained hospital employees in new desktop procedures; led user needs analysis, technical troubleshooting, hardware/software implementations, and equipment upgrades.
* Increased network security at the law firm 50% and system reliability 20% by auditing, configuring and documenting security settings.
* Improved network security 100%, system reliability 25% and performance 15% for the hospital as part of a 5-person team deploying computers and standardizing desktops.

EDUCATION

IT Security Skills Set - GPA: 3.8/4.0
TECH SKILLS, Independence, Ohio

Bachelor of Business Administration - GPA: 3.5/4.0
KENT STATE UNIVERSITY, Kent, Ohio

Certifications
See above


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