Resume of Desktop Support Tech

Title
Desktop Support Tech

Primary Skills
Win XP/2k/03/NT,Office,Internet Explorer, Netscape, Altiris, Symantec, TCP/IP, DNS, DHCP, Active Directory, Group Policy

Location
US-CA-Sacramento

Posted
Sep-25-07


SUMMARY
Talented dedicated versatile team player looking to utilize leadership, technical and exceptional customer service talents in a winning environment with the expectation of increasing productivity. The ideal position would require strong problem solving and communication skills.

TECHNICAL SKILLS
Deployment and troubleshooting of Microsoft® Windows® XP/2000 /2003/NT/9x, Microsoft® Office®, Internet Explorer®, Netscape®, and Altiris Client Management Suite.
Working knowledge of TCP/IP, DNS, DHCP, Active Directory, and Group Policy
Proven leadership, Problem solving, Job Planning, Project Management, and Customer Service.

PROFESSIONAL EXPERIENCE
12/06 -- Present Desktop Support -- Apex Systems Inc, Sacramento CA, Front line support technician for more than 950 end users in a Wintel environment running Win XP/2000. Administered user accounts within Active Directory environment and delivered support via telephone, e-mail, and desk-side visits. While mentoring Desktop Support team to provide a combination of hardware and software break / fix, service request and training requests, diligently assisted the call center team in initiating new center and then transitioning to an off shore location. Utilized PC-Duo remote control solution in support of Microsoft Office, Lotus Notes, and other financial industry applications while employing Remedy call tracking system to manage problem tickets. Results: As liaison between two teams fostered excellent communication and efficiency during company transition.

09/06 -- 11/06 Desktop Support -- NorthBay Medical Center, Fairfield CA, Imaged new computers utilizing Ghost and deployed using refined systematic procedures within an active health care environment. Responsibilities include recovering, staging, decommissioning and redeploying reclaimed equipment to other locations within the hospital. Provided helpdesk and deskside support, utilized problem determination skills to resolve various hardware and software problems.

09/04 -- 09/06 Desktop Support Engineer - Freeborn & Peters LLP, Chicago IL, Major participator in the development and deploying an upgrade strategy for a large group of tightly integrated applications including MailSite, Interaction, Microsoft Office, and other related Legal industry applications. Implemented Altiris Client Management Suite and the associated policies for change, configuration and release management. Consolidated multiple PC images by developing a single hardware independent image in support of the firm's multiple platforms. Initiated engineering efforts that proved instrumental in disaster recovery of site in 3 days. Implemented Microsoft Windows Server Update Services. Created application packaging using InstallShield, and change management procedures requiring beta testing phases prior to widespread application deployment using Altiris Client Management Suite. Created new user accounts, password resets, group policy, logon scripts, as well as creating and managing file shares within an active directory environment. Results: Provided final escalation point for all notebook/desktop hardware and software issues for more than 250 users.

05/03 - 09/04 Technical Support Specialist - Freeborn & Peters LLP Chicago IL, Part of a 3 member call center team providing end user technical support to more than 250 end users utilizing Front Range Solutions, HEAT issue tracking system and GoverLAN Desktop Management software to support such applications as Microsoft Office, Interwoven MailSite, Concordance, and Interaction. Provided support for over 100 offsite connections using DSL lines to access applications through a VPN. Spearheaded Blackberry implementation; from product research and vendor interviews to software installation and device configuration. Conducted classroom training, just-in-time training and new hire orientation for technology used in the end user desktop environment. Actively maintained inventory of PDA, notebook and desktop equipment. Results: Resolved more than 35% of all incidents, many during first contact.

11/02 -- 05/03 Certified Deployment Consultant - ISA, Chicago IL Mentored 10 member technician team and actively coordinated systematic deployment of as many as 97 networked workstations. Utilizing imaging, scripted installations and other established procedures to accomplish established goals within given timeline. Performed decommissioning, setup, workstation restore, and often troubleshooting of defective workstations. Results: Consistently exceeded business expectations with 95% (or better) success rate within timeline given (8 hours or less).

9/98 - 5/02 IS Implementation Team -- Nabisco, Chicago IL Instrumental in implementing Y2K compliant maintenance management system, integrating both supply, maintenance, and accounting departments. Collaborated in delivery of training for more than 750 users consisting of managers, supervisors, and hourly employees. Provided helpdesk support for a variety of software and hardware issues. Results: Completed Y2K implementation project 3 months ahead of schedule.

9/96 - 9/98 PC Maintenance and Support Supervisor -- US Marine Corps, Provided implementation of computer controlled maintenance repair program. Executed deployment of Windows and Lotus with the integration of electronic circuit testing devices. Evaluated and tested vendor-supplied software packages to determine compatibility with existing system. Performed initial diagnostic and maintenance actions of PC systems. Implemented and managed training of users and qualification of technical staff. Actively coordinated the scheduling of computer system maintenance with users. Results: Provided maintenance, training and support of network that supplied technical services for more than 60 Aircraft.

EDUCATION & TRAINING
Bachelor of Science, Networking Technology - Kaplan University
Certified Training - Macrovision AdminStudio, MCSE, CCNA, Windows NT, Altiris Client Management Suite
Certified -- MCP, MCSA, CompTIA A+
Additional Training - Micro-Min Electronics Inspector, Electronics Maintenance Supervisor, Advanced Career Leadership, Communications Skills (18 Hrs)

Certifications
A+, MCP, MCSA


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