EDUCATION/TRAINING

A+ Certified, HP Certified

TECHNICAL SUMMARY

A Service Desk Technicianwith31+years of solidprofessional experience, specifically providingfirst and 2nd level technical support. He has solid experience supporting software and operating system issues with strong Windows WIN 7, WIN Vista, WIN XP OS knowledge, solid troubleshooting skills, andsolid experience providing customer service in a Desktop Support, Help Desk, and Retail environment. He hasexcellent communication skills; he is self-motivated, and has a proven ability to productively work as a team member as well as independently and as manager.

TECHNICAL SKILL SET

Technical Experience
Executive Support
Web Design
WIN 2000, XP, Vista, WIN 7
WIN 7 Migrations
Software and Hardware installation
Hardware Repair
Image Creation/Symantec Ghost
MS Office Suite, MS Visio, MS OneNote
MS Lync, MS Outlook 2003, 2007, 2010
Lotus Notes Support
GroupWise Support
Blackberry Support
Ticketing DB - Remedy, Track-IT!, USD, Altiris, Oracle DB

PGP Encryption
Lieberman Software, ERPM
RSA Support
Remote Access - LANDesk, Bomgar, Peregrine, Service Desk Plus, Terminal Server, Citrix Shadow, GoToAssist, LogMeIn
VPN, VPN Web Support
AD account create/delete
Active Directory
Exchange Manager
SCCM
Mainframe Passwords
Network Troubleshooting
Basic LAN/WAN understanding
Printer Support
POS Support
ShoreTel Shoreware Director
Symbol, Intermec Handheld Support
VMware Thin Client Support, Projects

A goal-oriented individual with strong leadership capabilities. A highly organized, highly motivated, and detail-directed problem solver

Confidential, TX 8/2011 - 10/2011

• Computer Builds, Software installs, Break/Fix, MS Office, MS Outlook 2010, MS Visio, MS OneNote, WIN 7, XP, United Service Desk Plus, AD, Exchange Manager, TIMS, Diver, Zirmed, SharePoint, ShoreTel Shoreware Director, Thin Client Support, Password Resets, Printer Support. Special Projects: Thin Client Desktop, Sites Data Documentation

Confidential,TX 5/2011 - 8/2011
Windows 7 Migration. Contact, schedule and upgrade users to WIN7

Disys/Raytheon Service Delivery Specialist Tier II Garland, TX 11/2010 - 5/2011

• Computer Installs, Software installs, Break/Fix, Blackberry Activation & Support, Lotus Notes 8.5, PGP Encryption, Lieberman Software, SCCM, Air Card Support, Loaner Laptop Support, Hardware Desktop, Laptop Repair, WIN 7, Vista, XP, Symantec Ghost, Remedy, WIN 7 Migration

Confidential,TX 1/2010 - 9/2010

• Break/Fix Support, Hardware Repair, Software Hardware installs, Tape Backup, TRACK-IT!

MS Office, MS Outlook 2007, VPN, Active Directory

Confidential, TX 10/2009 - 12/2009

• Credit Risk Admin Help Desk, Desktop Support for MetLife Underwriters & Decisioners, QC System Access Database Subject Matter Expert, Supported Security Access Request System, Supported Onboarding and Termination Employee Process, FHA VA LAPP Transfers and Terminations, Lotus Notes 8, Remedy

Confidential,TX 8/2008 - 1/2009

• HDA for internal PepsiCo CRS agents and North American employees. Supported CSR, Office & Warehouse employees. Handheld Symbol, Intermec computers and business software support. MS Office 2007, Lotus Notes, VPN, Mainframe Password resets, Blackberry troubleshooting, Active Directory, Connectivity issues, Network troubleshooting.

CSC - PC Tech Analyst Coppell, TX 9/2007 - 6/2008

• UHPS Hospitals support. Epic, Visicu, Medview, Sunrise, Webmail, Break/Fix. CSC internal employees worldwide. Active Directory, Lotus Notes, VPN, Mainframe, SAP, SMS, Citrix, MS Outlook 2003, 2007, VPN, hardware, software troubleshooting. AD

Confidential,Help Desk Analyst Lewisville, TX 8/2006 - 3/2007

• Internal Corporate & Retail employees. Quest Active Directory password, mainframe password, POS, printers, Break/Fix, Connectivity, Network troubleshooting. MS Outlook 2003

Confidential, FL 3/2006 - 8/2006

• Supported Internal CGS employees. Supported Multiple CGS clients. WIN 98, 2000, XP. PKI digital certificate, MS Office, MS Outlook 2003, Blackberry support, Printer support, Break/Fix Support, Oracle DB, Active Directory Password resets, Connectivity, Network troubleshooting.

Confidential,Technical Helpdesk Support Specialist Tampa, FL 10/2005 - 3/2006

• AOL Technical support, WIN 95, 98, XP. AOL proprietary software support. Break/Fix Support, Dialup connectivity issues, Remedy, Connectivity issues, Network troubleshooting.

Confidential,Desktop Tech Support/Loan Origination Minneapolis, MN 3/2004 - 12/2005

• Tech Support & Consultant. Originated Residential & Commercial Loans - Calyx Point software.
• Break/Fix Support, Connectivity issues, Network troubleshooting.

Confidential,Web Designer Minneapolis, MN 10/2003 - 10/2004

• Designed, built and sold websites for retail customers

Confidential,Desktop Support Specialist St. Paul, MN 10/1999 - 10/2003

• GroupWise, Break/Fix, Computer imaging with Symantec Ghost, Computer Installs, LANDesk, Track-IT! DB, AD, Connectivity issues, Network troubleshooting. WIN 95, 98, NT, 2000, XP.