Desktop Support Specialist Resume

Title
Desktop Support Specialist

Primary Skills
REALbasic, Python, Apache, LINUX, Web Development

Location
US-NY-Corning (will consider relocating)

Posted
Jun-08-09

HIGHLIGHTS
• Fluent in Spanish
• Utilize proper techniques of servicing a customer; maintaining a high-level dedication to the customer and most importantly obtaining a solution to their issue
• Excellent oral and written communication skills
• Team player as well as capable of working independently
• Quick learner, grasp new concepts and able to adapt to change
• Self-starter

TECHNICAL SKILLS

OS: Windows Platform: 95 - Vista; Linux Platform: Ubuntu, Red Hat and Debian
PROGRAMMING: REALbasic, Python
SERVER OS/APPLICATIONS: Windows Server 2003 w/ Active Directory ,IIS, Exchange; Ubuntu Server Platform w/ LAMP
EMAIL APPLICATIONS: Microsoft Outlook, Lotus Notes and Novell GroupWise
WEB BROWSERS: Internet Explorer and Firefox
IMAGING SOFTWARE: Norton Ghost v.8.3 and v.14.0
ANTI -- VIRUS/SPYWARE SOFTWARE: Norton Internet Security, Symantec Endpoint, McAfee, AVG, BitDefender
WEB DEVELOPMENT/ EDITORS: HTML, CSS and PHP; Adobe Dreamweaver CS3, Notepad++ v.5.4.2, Crimson Editor v.3.72
HARDWARE: Desktop builds, repairs & upgrades; Laptop repairs & upgrades; HD reformats, partitioning, recovery; HP & Xerox printers; Driver installations;
OTHER SOFTWARE: Microsoft Office 97- 2007, Adobe Photoshop CS3, VMware Workstation & Server
NETWORKING: Cisco VPN, Remote Desktop, LAN, Wireless and Wired routers
TICKETING SYSTEM: Clarify, Footprints, Service Center and Service Manager 7.0

EDUCATION

Walden University (Online), Bachelors in Information System Security, Graduation Date: 2012

Benjamin Franklin High School, Rochester NY, High School Diploma w/ 3.96 GPA

SYNOPSIS OF ACHIEVEMENTS
• Engaged in creating, testing and implementing new concepts to enhance processes and documentation at Citigroup
• Received various awards for maintaining a high-level of customer service at Citigroup, and Corning Inc
• Maintained high-level accounts and provided resolutions to issues within our application
• Completed the Hispanic Youth Leadership Development Program sponsored by Red Cross
• Awarded the Hispanic Young Scholar by Ibero-American Action League, Inc

EMPLOYMENT HISTORY

2008 - 2009
NYS Dept. of Transportation - Comsys, Hornell, NY
Desktop Support Specialist
• Tier I & II troubleshoot Hardware and Software issues
• Troubleshoot Xerox & HP Printers
• Re-imaged desktops and laptops; using Norton Ghost Utilities
• Administration of an Apache 2.0 web server on a Linux platform

2008 - 2008
Corning Inc - CTG, Corning, NY
IT Support Analyst
• Tier I troubleshoot support through a call center and remote assistance administration
• Administered user's account; password reset/recovery
• Management of Active Directory and Exchange
• Installed, maintained and troubleshoot applications
• Project Backup Admin. for Lotus Notes, KBM, Translation and How -- To projects

2006 - 2007
Citigroup, Pittsford, NY
Program Service Associates
• Supported Implementation Managers with issues, investigations, and resolutions
• Worked on tasks resulting from project objectives/goals
• Management of Electronic Lender List & Partnership Pages
• Adhered to business audit initiatives by following appropriate procedures, controls and documentation
• Provided recommendations for improvements to processes and documentation
• Worked with Sales Department daily, participated in dialogues to understand customer needs, and recommended solutions to resolve problems with customer service
• Worked with other internal teams as needed (Online Program Management; Tables and Profiles) to research alternative methods and instrumental in implementing changes
• Translated Citibank's English site to Spanish
• Adhered to turnaround standards for updates/edits; and identified/recommended opportunities for process efficiencies

2005 - 2006
Blue Tie Inc, Pittsford, NY
Sales Representative
• Introduced and presented the enhancements of the Blue Tie product line
• Conducted effective sales presentations via web based tools
• Reduced the customer attrition ratio
• Effectively worked within a team environment
Other Positions held: Customer Support Level I

INTERNSHIP
1997 - 1999
EZ-Computers, Rochester, NY
IT Support Intern
• Desktop Builds, repairs and upgrades for our customers
• HD formats, partitions & recovery; Installation of OS and applications for our customers
• Provided special project support as needed

Certifications
See above


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