Resume of Desktop Support Specialist

Title
Desktop Support Specialist

Primary Skills
Desktop Support Specialist and Help Desk Analyst with 17 years in the Information Technology field.

Location
US-DE-New Castle

Posted
Apr-19-07

PROFESSIONAL PROFILE:

Desktop Support Specialist and Help Desk Analyst with seventeen years in the Information Technology field. I am a dedicated technician who is adept in installation, upgrades, configuration, troubleshooting, and repairs on hardware, software, and peripheral problems. I am strong in both technical skills and analytical thinking. I am capable of resolving difficult problems in the areas of hardware, applications, and operating systems. I have attained in depth knowledge of a wide variety of software programs. I effectively communicate technical advice to non-technical customers. I am an innovative professional recognized for delivering outstanding service to the user community.

TECHNICAL SKILLS AND QUALIFICATIONS:
Hardware: Compaq/Dell Laptops & Desktops, Blackberry/PDA, HP/Lanier Printers, Scanners, Video Conferencing Setup & Configuration
Operating Systems: Windows 95, 98, NT, 2000, XP
Client/ Server Applications: Lotus Notes 6.03/7.0, Microsoft Outlook, Microsoft Exchange Server
PC Experience: Software Installation, Hardware Configuration, PC Repair
NT Experience: Domain Configuration, Work Station Troubleshooting, Server Troubleshooting
Networking Experience: TCP/IP Configuration, TCP/IP Troubleshooting, Internet Troubleshooting, Network Configuration, Network Troubleshooting
Software: Adobe Acrobat; MS Office 2000/2003; Call Management Software: CPMT/Remedy, Track-It, Gotomypc, Heat; Remote software: Netmeeting, PCAnywhere, Remote Assistance; Terminal Server/Windows 2003 Server; High Speed Internet: Aventail/Hyperrass; Firewall: Zone Labs, Integrity Client; Global Connectivity Manager; PPP Protocol; Active Directory; CA- Scheduler, Control M,CA-7, Oracle Enterprise Manager, Norton Ghost

PROFESSIONAL EXPERIENCE:


DESKTOP SUPPORT TECHNICIAN & HELPDESK November 2004 to Present
Robert Half Technology, Wilmington, DE
* Install, upgrade, configure, repair, and support the hardware and software of the over three hundred computer users of DuPont Legal Services. Also, provide HelpDesk phone support to the entire Legal Department.
* Troubleshoot desktop calls which include data recovery, transfer, as well as ghosting & cloning images.
Charles W. Harrison Page 2

* Update and maintain the server including virus protection. Administer RACF Mainframe Security for entire user community.
* Involved in Roll Out project to configure 250 laptops to entire network along with domain migration project. Fall 2006 Laptop Deployment of 350 new laptops and desktops
* Set up and maintain remotely all Internet connections; including: dial up, cable, DSL, wireless, and routers. Supporting users on use of Remote Desktop on Windows2003 Server.
* Utilize active Directory to manage users accounts & add to domain. Manage software licenses and hardware inventory.
* Set up, configure and support Blackberry PDA users.
* Support Legal Eagle website.

MAINFRAME COMPUTER OPERATOR May 2006 to Present
Wilmington Trust Bank, Wilmington, DE
* Responsible for monitoring all mainframe systems including the banking systems.
* Systems monitored include: Server Backups, Web Application Servers, and Tandem System Backups. Performing IPL''s of systems when necessary.
* The Data Center is a 24/7 operation utilizing a JES2 platform running an ES9000 series mainframe unit.

TECHNICAL SUPPORT ANALYST August 2004 to November 2004
Computer Aid Incorporated, Wilmington, DE
* Provided a customer base of 300 plus users with excellent software and hardware troubleshooting and problem resolution.
* Utilized the remote software package Gotomypc.com to troubleshoot user problems.
* Implemented and maintained accurate and detailed documentation of all resolution.

TECHNICAL SUPPORT ANALYST
Computer Sciences Corporation, Newark, DE June 1998 to August 2004
* Provided quality first level support to the customers of CSC, DuPont, DuPont Dow Elastimers, and AT&T.
* Utilized the Call Management System from problem through resolution.
* Worked a 7x24 shift also in a back-up, fill-in capacity as well.
* Regularly attended training classes to update knowledge of software and networking environment.
* Able to communicate effectively with customers while guiding them through installation, setting up accounts, dial-in applications, fixing connections or settings, and etc.
* Utilized remote control software to access consumer PC's to resolve problems over the phone.
* Continually enhanced procedures, documentation, and information for the support center.
* Assisted in the training of new employees.
* Informed management of escalated problems that exceeded service levels.

Charles W. Harrison Page 3

MAINFRAME COMPUTER OPERATOR
Computer Sciences Corporation
* Simultaneously monitored several Mainframe Systems.
* Worked four twelve hours shifts to provide coverage for the 24/7 operation.
* Proficient in multiple Mainframe Systems such as: Terminal Server G2, ES9000, TSO, MVS, RACF, CICS, JES2, JES3, JCL, IMS. Also performed IPL's of multiple systems.
* Provided excellent telephone support and troubleshooting to effectively resolve client problems.

SECURITY, CONTROL, AND LAN ADMINISTRATOR
PRODUCTION CONTROL ANALYST
Montell USA, Incorporated, Wilmington, DE February 1989 to June 1998
* Implemented SAP R/3 security as authorized by management.
* Trained and supervised temporary employees for all operation duties.
* Assisted in Disaster Recover Operations.
* Proficient in Mainframe Systems such as: VTAM, ES9000, TSO, CICS , RACF, JES2, JCL.


SELECTED PROJECT HIGHLIGHT

COMPUTER FORENSIC LAB January 2007
* Created a utility to boot up damaged PCs using Bart PE plug-ins and MS Virtual PC


EDUCATION

ASSOCIATE OF APPLIED SCIENCE IN DATA PROCESSING TECHNOLOGY 1989
Delaware Technical Community College, Wilmington, DE

ASSOCIATE OF APPLIED SCIENCE IN BUSINESS ADMINISTRATION 1987
Delaware Technical Community College, Wilmington, DE

A+ CERTIFICATION (In Progress)


AWARDS/ RECOGNITION

EMPLOYEE RECOGNITION AWARDS FOR OUTSTANDING SERVICE 2004
DuPont Legal Department

STAR AWARDS FOR OUTSTANDING CUSTOMER SERVICE 2000
Computer Sciences Corporation

Certifications
See above


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