help desk/ desktop support Resume

help desk/ desktop support

Primary Skills
XP Win 7 Office 2003 2007 2010 Firefox Google Chrome Acrobat Active Directory Ghost Heat PC Setup Hardware





Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Help Desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support with
easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities

SKILLS Software: Windows 2000, Windows XP, Windows 7, Mac configuration for personal networks, Microsoft Office Word, Excel, PowerPoint, 2003, 2007 and 2010, Internet Explorer, Firefox, Google Chrome, Outlook, Outlook Express, Exchange, Adobe Acrobat, Active Directory,(Password changes Create User Setups, File Permissions, Group Permissions ect.) Ghost Imaging, Heat. Hardware: PC Setup, Hardware Replacements, (motherboards, power supply etc.) Avaya IP Phone Setups on Server, Patch Cable Port Setup, Router Setups, Avaya IP Phone Training, PC Network Training, Setup Wireless/Network Printers


12/28/09 -- 9/23/10 Samsung
Technical Coordinator -- Laptop Support

• Ability to effectively handle complex technical customer issues in an independent, timely and efficient manner.
• Ability to troubleshoot, diagnose and resolve technical issue of advance complexity while maintaining a high level of customer satisfaction.
• Ability to troubleshoot, diagnose and resolve technical issue of advance complexity while maintaining a high level of customer satisfaction.
• Ability to proficiently navigate a customer through the functionalities of a laptop including: hardware, software and networking.
• Support customers with connectivity issues: internet, wireless setups, router setups and wireless printers configurations
• Explain all the features of MS Office Windows, including Set-up, features, functionality, system maintenance, security and network settings.
• Provide clear and concise direction regarding LAN connections and network configurations, including IP settings.
• Communicate, troubleshoot and diagnose various software security applications including McAfee, Omni pass and TPM.
• Use resourceful diagnostic techniques to resolve the customer's questions
• Create and document customers account on diagnostic out come and resolved issues
• Ability to translate complex technical terms into terms easily understood by customer.
• Ability to make independent decisions based on established guidelines
• Provide quality customer service while demonstrating the ability to effectively troubleshoot and resolve advanced technical inquiries.
• Demonstrated ability to effectively diagnose and troubleshoot complex technical issues while maintaining a high level of customer satisfaction

11/1/08 -11/30/08 The Ogletree Deakins - Acentron
Help Desk Analyst

• Responsible for providing direct, technical advice/support and troubleshooting assistance to attorneys and staff in a service center environment for a user base of 800+ (using both laptops and desktops), printers, PC/server applications, remote access, and document management.
• Support is provided by either face-to-face, by remote access or on the telephone.
• Providing exceptional customer service, entering all incidents into a call tracking system (Heat).
• Processing Incoming and Exiting employee data via Active Directory
• Provided Blackberry setup and support
• Entering all incidents into a call tracking system (Heat).
• Word processing (Formatting MS Office documents, converting Word Perfect docs to MS Word, Word to Adobe, etc.)
• General PC and application support of Desktops and Laptops
• Setting up Outlook profiles for new users
• Assisting users with Document management issues/questions (Data Imaging Database)
• Advanced knowledge of MS Office (Word, Outlook, PowerPoint, etc )
• Communicate clearly and professionally with all stake holders ( Firm employees, clients, vendors, etc )
• Ability to work as a member of a close knit team or independently as needed
• Basic understanding of networking (Active Directory, network printing, wireless and remote communication, etc.)

10/1/08 -- 10/14/08 Virginia College - Robert Half
PC Technician/Help Desk/Desktop Support

• Provide hands on desk side support, OS migration and hardware and software rollout.
• PC roll out of about 200 PC
• Switching out old computers and installing software and hardware set up and installation.
• Install and support contracted multifunction devices.
• Installation and support of desktop, laptop, monitor and network printer.
• Connect computers to the network
• Setup wireless configurations
• Create accounts in Active Directory
• Support all PC-related issues
• Install, configure, troubleshoot and physically manipulate/move PCs and peripherals

2004 -- 2008 Big Brother Big Sisters of Massachusetts Bay
Network Assistant/ Help Desk Support

• Ghost computer from the network, connect computer to the network
• Use Per I Help Desk software assist 70 staff with helpdesk request- from network access issues to file conversions
• Active Directory request- and new employee's configure remote access to thru Citrix, password changes, software changes etc.
• Configured wireless setups and monitor staff accessibility
• Setup home wireless networks for company internet accessibility
• Setup Verizon wireless network for non connecting hot stops via air cards
• Avaya phone system- Supervisor and Staff training of system
• Avaya IP phone support- digital voicemail configuration, new setups, configuration, server restarts, supervisor monitoring software setups, configure phone bridges and coverage setups, create/configure phone extensions with sync of computer
• Install/configure hardware components -- memory, fans, motherboard , processors, power supplies, CD-Rom's etc.
• Maintain blackberry configuration issues with network admin. Assistant-connectivity issues, calendar issues, and sync issues
• Outside Conference setups- Video and Audio setups
• Install third party software -- drivers, bios update and patches etc
• Configuration of email accounts- blocking emails, customizing calendars, junk folders etc,
• New employee computer trainings- phone manager operation, outlook and network clarification- Policies and Rights.
• Document instructions for computers and software procedures from computer policies to accessing network remotely
• Convert files into different formats depending on company needs (doc's Docx's Wps, pdf's etc.)
• Security duties- create new ID's, monitor building login staff and network logins
• Create and monitor on-line accounts for all departments (peddy Cash, Vendor accounts, Mail Accounts etc.)
• Contact vendors for all company needs to computers to paper supplies
• Aided customers in correctly linking privately-owned equipment with HSD service

2004 - 2005 Pine Street Inn, Boston MA - Professional Staffing Group
Development Assistant

• Provides clerical and administrative support for the planning and coordination of fundraising activities such as television on-air time, direct mailings, telemarketing campaigns, and special events.
• Provides clerical and/or accounting support to the unit, as appropriate to the position, including typing and data entry of contributions and billings; receives, records, deposits, and tracks revenues.
• Maintains database files and records including those used to track contributions; maintains accurate mailing lists
• Performs research and obtains supporting documentation to initiate, verify, quantify, or complete assignments
• Schedules appointments and maintains calendars; schedules, coordinates and facilitates meetings, facilities usage, events, and/or travel arrangements, as required for President
• Generates computer reports of fundraising results; generates labels and mails premiums and/or fundraising materials and/or publications to donors.
• May prepare daily or specialized reports
• Performs miscellaneous job-related duties as assigned

2002 -- 2004 St. Elizabeth's Medical Center, Boston, MA
Administrative Assistant, Director of Radiology

• Provide administrative support to the Director of Radiology, and back up support to the Chairman
• Process, edit and proofread all correspondence
• Coordinate and track work-flow, schedules, projects and committee decisions
• Provide research and administrative support for special projects
• Respond to and direct telephone calls and visitors to appropriate department personnel for action
• Establish and maintain filing system according to records management specifications
• Schedules appointments and maintains calendar for Director and other key personal
• Secure travel arrangements for Director and Physicians
• Process all outgoing mail and manage the directors' incoming mail
• Order supplies and maintain the Department records

2000 - 2001 AT&T Broadband, Boston, MA
High Speed Data Support Technician

• Served as a Tier 1 technician assisting customers with technical service inquiries resulting from the use of high-speed data (HSD), and Internet products and services
• Escalated more complex customer issues to Tier 2 technicians for resolution
• Performed diagnostic tests designed to resolve local network connectivity issues, electronic mail problems;
• Troubleshot modem and configuration issues requiring research and analysis of root cause/solutions
• Created, coded and scheduled trouble tickets to field technicians
• Monitored the system, and identified, verified and escalated system-related service interruptions to Tier 2 for assessment and repair
• Aided customers in correctly linking privately-owned equipment with HSD service
• Communicated technical understanding of HSD product features

1997 - 2000 Beth Israel Deaconess Medical Center, Boston, MA
Computer Community Member Index Coordinator

• Retrieved and formatted potential duplicate reports for Medi-Tech and Odisy and various linked systems from CareGroup affiliate
• Analyzed CareGroup patient registrations for duplicates to insure the integrity of system data from seven satellite offices
• Escalated questionable records from comparison databases to Master Patient Index for further investigation of demographic information
• Compiled and tracked unverifiable data using Microsoft Access from satellite offices
• Processed conclusive results from MPI analysis into the CareGroup Universal Index system to update patient information and demographics and to insure continuity within Universal CareGroup system

EDUCATION Sullivan Cogliano Training Program, Waltham, MA
Greenville Tech College -- Microsoft Network Tech -6/2012
Bunker Hill College, AS Electronics Charlestown, MA
Pharmacy Tech Program, Certificate Awarded in November, 1993

References Available Upon Request

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