DESKTOP SUPPORT / NETWORK SUPPORT

Solutions-oriented Technical Support Specialist with dual experience in Desktop and Network Support, looking to expand on my existing experience in systems management, systems analysis, design, Support, Repair, upgrade, troubleshooting, and implementation across several platforms; Administration - Active Directory, maintenance, disaster preparations and recovery Experienced in Microsoft Windows Server 2003 Environment & Network Infrastructure

• Experienced in Microsoft Windows 2000, XP, Vista and Server 2003 operating systems
• Proven track record for diagnosing, trouble-shooting, and resolving hardware & software problems.
• Experienced in maintaining integrity and security of company's electronic files and databases.
• Experienced in installation, configuration, repair and troubleshooting both hardware and software problems.

Core Competencies:Implemented, Managed, and Maintained Microsoft Windows Server 2003 Environment & Network Infrastructure; Data Integrity/Recovery and Disaster Recovery Planning; Client / Server architecture, VPN, DNS, DHCP, NETBUI/NetBIOS, WINS, TCP/IP, UDP, Ethernet, Wireless Transmission, and Security; Proven track record for diagnosing, troubleshooting and resolving hardware, software, and network problems; Superior customer skills.

• Platforms: Experienced inMicrosoft Windows 2000, XP, Vista and Server 2003.
• Intermediate Mac OS and NetWare experience.
• Tools: SolarWinds Engineer's Toolset, Wireshark, Checkpoint Firewall, Norton Firewall and Ghost, Norton and TrendMicro Virus Protection Utilities, Windows Server System and Network Monitor, Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook, Microsoft Project, and Microsoft FrontPage

Professional Experience

Confidential, Wilmington, North Carolina 2007 - Present
Desktop Analyst & Support Specialist
Oversee companywide efforts to identify and evaluate all client critical systems. Design and implement security and best practice procedures. Perform cost benefit analysis and make recommendations for upgrading network and equipment. Develop curricula and facilitate awareness training for management and employees.
Key Contributions:

• Instrumental in developing and implementing Business Continuity and Disaster Recovery (BCP & DRP) Plans for clients site.
• Provide training and support to end users on security best practices, email, internet usage, and Microsoft Office Suite.
• Monitors, troubleshoots, and maintains network (LAN, WAN & Wireless) hubs, firewalls and routers.
• Monitoring and supporting critical network services (e.g. DNS, DHCP, and Email).
• Diagnose, troubleshoot, and resolve hardware, software, and network connectivity problems.
• Install, repair and update desktops, laptops, PDAs, peripherals, networks, and related software

Confidential, Wilmington, North Carolina (Time Warner Contractor) 2006 - 2007
Network Technician / PC Technician
Ensured new customer connection or upgrade from dial up to the internet is working correctly; Changed , replaced, upgraded and updated customers computer and or equipment to resolve any connectivity problems; Educated customer on how to access and best practice on using the internet; Configured outlook email client software; Network all desktop/laptop computers at customer location.
Key Contributions:

• Performed Cable modem installation and configuration.
• Investigated and resolved computer software and hardware problems.
• Provide desktop support, computer systems configuration, repair, upgrade, hardware, & software installation.
• Instrumental in developing a simple easy to read instructional brochure for customer on how to access, and best practice on using the internet.
• Recognized for outstanding quality of customer service with numerous personal commendations from clients.
• Implemented network design, pulling and installing cat5e/cat6 cable in structural wiring installation.

Confidential, Wilmington, North Carolina 2005 - 2006
District Manager
Managing all facets of the Home Delivery operation, recruit, contract, and, train home delivery contractors for a designated area. Supervised, motivated, and provided comprehensive support and assistance to ensure circulation service and growth.
Key Contributions:

• Directed a home delivery district to meet or exceed circulation goals.
• Provided a high degree of customer service and reduced service errors to a minimum.
• Insured retention of present subscribers by providing efficient service and collections.

Confidential, Leominster, Massachusetts 2004 - 2005
DirecTV Installation and Sales
Responsible for set-up, troubleshooting, and installation of DirecTV systems.
Key Contributions:

• Prospecting, cold calling, and closing of new accounts.
• Contracted, coordinated, and scheduled of installations.
• Liaison between customer and DirecTV activation department.
• Managed inventory and performed daily accounting.

Confidentials, Worcester, Massachusetts 2002 - 2003
Account Executive
Generated new revenue by selling products and services, including local & long distant telephone service, internet, data and bandwidth package; Identified customer needs and presented appropriate company product and service offering;
Key Contributions:

• Consistently maintained or exceeded established quotas.
• Prepared, delivered, and reviewed sales presentations with prospective clients.
• Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
• Coordinated with all departments thus ensuring a smooth cutover, enhancing customer satisfaction
• Quickly and effectively resolved customer service issues

Education and Credentials

Diploma - Computer Systems Network Administrator
Diploma -Television Production

Professional Training and Certifications
CompTIA - Network+ Certified Professional
CompTIA - A+ Certified Professional
- IT Technician Designation