Sr Desktop Support/Team Lead/Project Resume

Title
Sr Desktop Support/Team Lead/Project

Primary Skills
windows XP, Vista, Office 2007, Office 2003,

Location
US-MD-silver spring (will consider relocating)

Posted
Feb-12-09

Objective
To obtain a challenging management, team lead or senior desktop technical position that will utilize my various hardware and software skills that I have obtained through nearly 20 years in the IT industry The desired position would hopefully offer a opportunity that offers substantial growth that would lead to roles in either networking, supervisory or project management

Skills Summary
I have nearly 20 years of experience in data processing and computer operations and I am qualified as a MCP/MCSE. I have been involved in supporting multiple computer systems and end-users users having software and hardware problems. Additionally I have written technical user documentation and have served in a Team lead role on more than one occasion for various projects.

Computer Skills
Hardware: MVS Operating System/JES2, Microsoft Windows (NT, 2000, XP, Vista); Dell, Compaq , IBM and Gateway PCs; various HP printers, UNIX: Sun E450's; VMS; IBM 3084, 4381, 3090, ES9000, OS390, Blackberry & Palm PDA's, Video Conferencing, Projectors, Windows Server 2000, Server 2003, Wireless Routers, Switches, VPN, Citrix

PC Software: MS Office Suites 2000/XP/2003/2007, GroupWise, Windows XP Professional, 2000 Professional and Server, MS Windows NT, Windows 98, Exchange, Outlook, Ghost Imaging. Lotus Notes, Visio, various Antivirus SW, Remedy Magic, Heat 7.0, Palm, Corel Word Perfect, Adobe Acrobat, IE, Firefox, TCP/IP

Education
Bachelor of Arts in Criminal Justice, May 1999
Marymount University, Arlington, VA

Master of Science in Management, February 2009
Concentration: Information Technology Management
Colorado Tech University, Colorado Springs, CO

Positions Held
June 2008 -- Present Desktop Support Technician/ Administrator Latitude Inc
• Assigned to client site (Vizada) providing hardware & software support for Dell laptops & desktops.
• Contribute in resolving network and wireless configuration/network problems.
• Conduct setup of user accounts in Active directory, including password resets, group memberships or modifications
• Write and update technical procedures for software processes.
• Setup and configured SharePoint and other test servers in a 2003/2008 test environment
• Setup laptops, desktops and printers as requested.
• Resolve software and hardware issues affected by various viruses
• Create Email accounts in Exchange 2007 (outlook)

January 2007 -- May 2008 Desktop Support Specialist CAPREIT Inc, LLC
• Provided hardware & software installations, trouble-shooting & break-fixing for Dell & Compaq laptops & desktops. Resolved problems with network or wireless hardware & configurations.
• Responsible for Inventory & Logistics including shipping/receiving of equipment from IT dept.
• Installed local & /network printers, routers, video projectors, scanners. Replaced toners as needed.
• Setup of user accounts in Active directory, including password resets, group memberships
• Assisted with monitoring and operation of Citrix servers, Windows 2000/2003 servers
• Provided remote, phone, and desktop support for issues relating to hardware or software
• Set up user accounts on Blackberry server, basic troubleshooting of handheld devices.
• Wrote technical procedures for software processes, trained other IT personnel in procedures

July 2004 -- July 2006 Technical Support Analyst Compucom, Inc
• Served as co- team lead for 4 month contract installing Epson printers at Chevy Chase Banks and supermarket locations. Supervised 2 man teams in installation of printers & software.
• Provided Tier 1 -- 2 level phone and desk support using HEAT and ALTIRIUS ticketing system to approx 2500 users in a law firm (Hogan & Hartson). Provided basic troubleshooting of Blackberry devices.
• Resolved hardware & software problems related to Blackberry, MS Office, Imanage, Deltaview, etc. Updated technical documentation as needed.
• Resolved issues relating to printer and network connections. If problems could not be resolved, escalated problem to next level of support.
• Set up projectors and Video Conferencing

June 2003 -- June 2004 Desktop Support Engineer Global Analytic Information Technology
• Provided 2nd tier level end user support with the Windows NT/2000/XP operating systems
• Diagnosed and resolved problems associated with hardware, network or software applications
• Escalated more complex problems to the Tier 3 staff or as directed, Inputted calls were placed into ticketing Magic ticketing system. Trained co-workers during software deployment projects
• Performed routine network operation center tasks such as reviewing operating logs, system imaging, creating new user accounts on network and assisting w/ troubleshooting of applications from the network and desktop areas

September 2000 -- November 2002, Infrastructure Support Specialist/ Administrator
Research Analysis & Maintenance Inc
• Assigned to IRS VRU Modernization Project providing desktop, server, and user support on hardware peripherals and software. Assisted with installation of server cabinets and racks.
• Resolved routine problems relating to hardware\software issues and file server implementation, operation and maintenance. Served as Team lead (3-4 man teams)for software & hardware installs.
• Prepared written procedures for installation of software and developed C2 security procedures for Solaris (SunE450) UNIX servers. Setup user accounts on servers.
• Packed & unpacked equipment for shipment.
• Assigned as a Solution Administrator on the CSC EasiSolutions Migration Project and was responsible for validating and testing software applications installed on new PC's before and after deployment.
• Administered user accounts/profiles and network access for Windows 2000 Servers.
• Installed, modified and made repairs to computer hardware and software such as replacing hard drives, processors, memory and other devices.

January 2000 -- August 2000 Distributed Systems Specialist Watkins Motor Lines
• Responsibilities included the operational monitoring of IBM mainframe laser and impact printers, mainframe consoles.
• Performed system backups of both mainframe and client-servers.
• Installed and resolved hardware or software problems on workstations running Windows operating systems.
• Conducted system IPL's and shutdowns, assisted with laying of computer cables

November 1991 -- May 1999 Computer Operator U. S. Securities & Exchange Commission
• Responsibilities included the operational monitoring of IBM mainframe laser and impact printers, mainframe consoles.
• Performed system backups of both mainframe and client-servers.
• Installed and resolved hardware or software problems on workstations running Windows 3.1, 95 and NT. Wrote system procedures to reflect changes to system.
• Conducted system IPL's and shutdowns, assisted with laying of computer cables

Other Positions
June 1990 - October 1991 Tape Operator Consultants & Designers, Inc
June 1986 -- January 1989 Computer Operator Beverly Enterprises

Certifications
MCP\MCSE\Masters Degree MSM-ITM\bachelors degree


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