Resume of Desktop Support Technician

Title
Desktop Support Technician

Primary Skills
Systems Support professional with 7 years' industry exp. administering enterprise level network, hardware, software

Location
US-GA-Locust Grove

Posted
Jan-05-08

IT OPERATIONS AND HELP DESK SUPERVISOR /
DESKTOP SUPPORT/NETWORK ADMINISTRATOR
Veteran IT Professional Experienced in Supporting Broad and Diverse Technologies
Veteran IT Systems Support professional with nearly seven years' industry background administering and supporting enterprise level network, hardware, and software infrastructure for 24/7 operations; more than four years of experience leading technical teams engaged in technology migrations, system upgrades, and deployments to new facilities. Expert in procedures development and best practices documentation. Proven record of creating curriculum and materials for training technical and user groups. Adept in managing relationships with internal and external staff, and with team members at all levels. Offer history of promotion and increased responsibility.
Technology Deployments / Backup Systems / User Support & Troubleshooting / Warranty Management / Process & Procedures Documentation / Tier II & Tier III Support / Enterprise Change Control

TECHNICAL PROFICIENCIES
Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified Professional (MCP), Microsoft Certified System Engineer (MCSE)
Platforms: DOS, Linux, Internet Explorer 7.0, MS Windows 9x/NT/2000/XP/2003, MS Office 2003, Novell, Netware 4, Dell laptops and desktops, IBM laptops and desktops, HP Tablet PCs and HP Printers and Blackberries
Software: MS Office Suite, FrontPage, Lotus Notes
Applications/Tools: Altiris Deployment Server, ARCserve for Netware and Windows, Autosys, Crystal Print Reports, DameWare, Oracle, MS FrontPage Transformer for NT, Remedy, TCP/IP, XcelleNet for Windows, Ws_FTP, Linux, Active Directory

PROFESSIONAL EXPERIENCE

GEORGIA DEPARTMENT OF LABOR, Atlanta, GA April 2007 to Present
User Support Technician 2
The User Support Technician 2 is primarily responsible for maintaining all desktops and laptops in the Department of labor head quarters and all of the remote locations. Included in the daily responsibilities are to respond to the user needs to help them remain productive in the most efficient manner, respond to work orders, move equipment, backup users data, install hardware and software, and troubleshoot issues, complete tasks associated with small and large projects.
Recent Projects:
Set-up and maintain employee booths/cyber cafes for Department of Labor Savannah Work Conference.
Coordinate and move Career Center/Vocational Rehab (servers, desktops, install new hardware) for Gainesville, Athens.
Oversee the Department of Labor's surplus program for the state of Georgia



CATALINA MARKETING, St. Petersburg, FL 2000 to 01/07
System Support Leader (12/05 to Present); Computer Operations and Help Desk Supervisor (03/02 to 12/05)
Manage team of six and work crew of 11 supporting hardware, software, and networking infrastructure at corporate HQ and all remote US locations. Interview and hire new personnel. Complete performance reviews/appraisals for personnel. Coach, mentor and train new personnel. Schedule enterprise level maintenance, repairs and upgrades. Deploy new desktop and networking hardware, setup of new users with either LAN, dial-up and/or remote access. Provide escalated troubleshooting support for Helpdesk. Administer, schedule, and monitor production flows, server availability, backup processes, and batch scheduling. Train user groups and third-party service providers. I have experience with Installation and support on Windows XP, Office XP/2003, Laptop - LAN - Dialup configuration and support, Dell and IBM desktops and laptops, HP tablet PCs and HP printers, Internet Explorer 6.0.
* Provide software, hardware and network first level hands on and telephone support for 600+ local and 1000 remote employees using desktop and laptops running Windows XP, Microsoft Office 2003 and other standard desktop software applications or Catalina Marketing software. Supporting the user can be as simple as updating drivers or as involved as troubleshooting .dll issues.
* Deploy, configure, install, test and maintain network components, e.g., servers, PCs, monitors, keyboards, printers, modems and internet connections network users.
* Install, configure and document network printing, user environments, directory structures, rights, security, software, and files according to established protocol.
* Administer the Spam and Spyware servers for the organization and new and ongoing security related projects.
* Establish and document network user accounts according to established protocol.
* Perform scheduled backups of user data and hardware upgrades according to established protocol.
* Diagnose failed hardware and software, repair and replace where possible, maintain asset tracking and dispose of older equipment in concert with company policy.
* Travel to any of the 7 United States remote offices in Irvine, Dallas, Chicago, Purchase, Saddle Brook, Philadelphia, and South Jersey to provide on-site IT support when necessary.
* Responsible for using Altiris and WSUS to install program/software updates.
* Attend a monthly change control meeting to coordinate company wide updates to minimize downtime.
* Provide telephone system support as needed.
Key Achievements:
* Implemented XcelleNet communications software. Sustained 97% productivity rate during migration from Hostnet environment.
* Directed MS Office 2003 migration for Anaheim office.
* Provided key leadership during move of more than 1000 workstations to new site that minimized post-move issues.
* Developed standardized processes with supporting documentation that ensured consistent application of best practices for support, troubleshooting, and deployments.
* Improved communications by establishing shift turnover business rules for three shift, 24/7 environment.
* Created curriculum and training program for new IT staff.
* Reduced deployment times and defects by employing imaging technologies for rollout of new PCs at corporate HQ.
* Coordinated multi-departmental support. Served as corporate change control expert for hardware, software, and networking issues.
Computer Operator II (07/00 to 03/02)
Served as Lead Operator providing Tier I support for database issues. Provided troubleshooting for RAS and connectivity issues. Performed daily system backups.


Key Achievement:
* Monitored polling of 17,000 client stores nationally.
ABR/CERIDIAN BENEFITS, St. Petersburg, FL 1999 to 2000
Computer Operator II
Monitored and analyzed systems and processes supporting client benefits and payroll plans. Supervised production runs of billing statements. Tracked defects and resolutions using Remedy Helpdesk package.
Key Achievements:
* Monitored polling of 17,000 client stores nationally.
* Decreased batch print runs for four hours to two hours via performance tuning.
ST. PETERSBURG TIMES, St. Petersburg, FL 1983 to 2000
Pressman/Craft Operator II
Operated printing press for production of daily periodical. Provided operating, repair, and maintenance expertise. Trained new staff.
Key Achievements:
* Led team of 11 operators through daily production runs.
* Instructed apprentice level classes in quality print practices.


EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science Degree * Information Technology (Expected 06/2008)
University of Phoenix, Phoenix, AZ

Professional Training
~ HP OpenView for Computer Operations
~ Workplace Leadership
~ First Time Supervisor or Manager
~ MS Access

Certifications
See above


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