OBJECTIVE:

• I am seeking a Desktop Support Analyst position with a company that is customer service focused.

PROFESSIONAL EXPERIENCE

Desktop Support Technician

Confidential, Indianapolis, IN

Responsibilities:

• I was the lead PC Deployment Technician for 2,000+ roll out of computer hardware and software CCLS for Confidential in Indianapolis as well as the integration of 200+ roll out of computer hardware and software CCLS for Confidential in Seattle. Image all Lenovo laptops and desktops, reimage Dell laptops. I then transitioned into Desktop Support.
• In my current capacity as Desktop Support technician, I install software that include Adobe Captivate, Citrix, Crystal Reports XI, Microsoft Office Suite, Relational, Oracle 10g client and server, SQL 2005, Visual Studio 2005 and Visual Source Safe as well as Commercial Of the Shelf medical laboratory instrument software like StatLia and Empower. Create user accounts in Active Directory, Manage user accounts in Active Directory, reset network passwords, Create user VPN accounts. Create user profiles if corrupt, Setup user mail account thru Microsoft Outlook. Daily duties include educating users on the desktop support role in relation to network support role and application support role.
• As the direct contact to the customer on location or remotely, I understand the complexities of the local and regional infrastructure and key contacts that coordinate with the network support team, server admin support team, and application support team in order to ensure that the appropriate team is aware of, and taking action when a particular problem arises. I possess strong communication and business skills which are imperative when interacting directly with customers.
• Provide remote support thru LanDesk Management or Microsoft Remote Desktop Service. Microsoft Remote Desktop allows software install thru VPN, while LanDesk Management allows software update thru different servers.
• I have also taken on the task of an Install, move, add, and change (IMAC) lead technician for the desktop support team. Install Blackberry Bold Desktop Management Software for Blackberry Bold business phones, HP LaserJet 2035 printers, department label printers, hand held scanners, and specific user - required software. Move computer equipment, peripherals, printers, and phones from old location to new location. Add users to specific databases, applications, and servers. Change IBM desktop computer hardware and software to IBM laptop hardware and software while backing up user data and restore access to certain accounts for users.
• Resolve customer hardware and software PC problem tickets by utilizing my technical knowledge of the supported platform and the Service Level Agreement objectives (SLA). All work and related administrative duties are completed accurately in a timely manner utilizing ManageNow and Maximo ticket tracking reporting system. Review tickets in ManageNow and Maximo ticket tracking reporting system to verify the accuracy of the information and make changes as needed to meet Service Level Agreement requirements.

Associate Application Analyst

Confidential, Crawfordsville, IN

Responsibilities:

• Associate Application Analyst for a print manufacturing facility in Crawfordsville, IN. Identified immediate problems of client network or internet protocols for client web pages and provide alternative solutions to problems. Created and modified client web pages using C#.net. Reviewed client request, then provided web pages using Visual Studio.Net 2003/2005, C#, ASP.Net(1.x/2.0), ADO.Net, Web Services, HTML, JavaScript, AJAX and MS SQL 2005.
• I trained client, internal employees and staff on client web page modifications. As a result-oriented Application Analyst, I researched different programming platforms to determine the best logical, growth-gaining avenue for client web pages. I composed reports, which I then orally summarized for clients with regards to the results of the modifications, testing and analysis of client web pages. Answer client inquiries with regards to any technical issues of web page modifications.

Field Support Technician

Confidential, Bloomington, IL

Responsibilities:

• Contacted Confidential Agents and scheduled time to install HP Server. Arrived at Confidential Agency and explained my work instructions to Confidential staff and answered any questions. Coordinate appropriate time frame in which PC and server systems would be offline so as not to impose major stoppages of work flow. Before bringing server offline, verified with staff that a single online PC system was working. Replaced server and assisted Confidential staff to access the new server; ensuring staff understood the enhanced capabilities of the new software by utilizing my technical knowledge to train them.

DMI Technician

Confidential, Indianapolis, IN

Responsibilities:

• PC technician in a government facility with 4,000 employees that initiated the Digital Management Initiative (DMI). Daily responsibilities included meeting users at their desk to troubleshoot, review, and analyze user computer hardware and software per ticket request. Planned and delivered customer support services which included installing, configuring, troubleshooting and providing customer support in regards to department software updates to applications and/or hardware updates. Identified to user how system and network modifications affected current system or network. Re-imaged, deleted or created user profiles after troubleshooting software problems and informing user that the quickest solution is to re-create their profile.
• Migrated user data and Norton Ghost image to Windows 2000 server. Pulled user data and Norton Ghost image to new PC. Verified that image and user data was accurate by utilizing the Altiris data recovery software. Recovered user data from Altiris Servers in Virginia when warranted. Implemented Unisys and Department of Finance and Accounting Disaster Recovery process of data loss. Verified that user had access to daily applications, network resources. I also ensured that no data was lost. Reset user password in Active Directory.

Technical Support Specialist

Confidential, Indianapolis, IN

Responsibilities:

• As a technical support specialist, I Troubleshot F-18 transmitter electronic circuits on A2 Power Supply, A-8 Switching Regulator, A-9 Transmitter Controller electronic circuit boards to component level utilizing military and commercial schematics, test documentation and manuals in a manufacturing facility. Ordered electronic component-level parts, resistors, capacitors, integrated chips, and transistors. Knowledgeable in J-standard soldering of surface mounted electronic components.
• Consistently exceeded monthly quota of A-9 electronic circuit boards and F-18 transmitters. Prepared and executed system tests for hardware and provided assistance to Electrical Engineers with regards to software and hardware validation of electrical analog and digital equipment. Analyzed and specified the performance of low noise amplifiers and reactive circuitry on the A-9 circuit board. Assisted and researched development of RF software and hardware component validation by utilizing electronic design documents from original manufactures. Reviewed production standard operating procedures to identify, diagnose and correct production processing problems. Tested electronic circuit boards on analog and digital test equipment in a manufacturing facility. Utilized test equipment which included commercial equipment, such as switch units, waveform generators, oscilloscopes, and digital multi-meters. Setup, calculated, and verified test stations and equipment to test and troubleshoot electronic circuits and electronic systems. Input repair hours and electronic parts ordered information into proprietary software to track parts, labor cost, parts cost.

Outside Technician

Confidential, San Diego, CA

Responsibilities:

• As an outside field technician, I provided technical and customer support for Verizon and Nortel telecommunication contracts. Attended daily conference meetings with wireless technicians, Verizon network engineers, and Nortel network engineers. Researched validity of data received from telecommunication equipment. Combined and analyzed data to create reports, then communicated the results to Verizon and Nortel project managers. Install and modified Cat 5 cabling for 200 cell sites attached to radio frequency equipment. Inventoried and identified wired and wireless circuits as voice, data or voice/data.

Transmission and Communication Satellite Technician

Confidential

• Electronic Transmission Warrant for 7th Signal Brigade. Provided technical, administrative, and logistical support for 7th Signal Brigade HQ maintenance facility and four Support Battalions. Advised brigade commander and staff on status of communication equipment in Brigade. Briefed the Brigade Commander daily on the status of brigade communication equipment being serviced in external maintenance shops. Reported, analyzed, and assessed daily readiness reports, which I then relayed to the brigade commander. Managed brigade maintenance facility with 23 soldiers which included 6 noncommissioned officers and the remaining enlisted. The Brigade Maintenance facility stock of communication equipment I was responsible for exceeded 4 million dollars and consisted of over 261 line items.
• Analyzed the Brigade Maintenance Standard Operating Procedure policies. Establish, monitored, and maintained a comprehensive environmental protection program IAW national and local directives. Performed other brigade officer level duties as required or considered essential to the unit mission.

Special Electronic Device Technician

Confidential, Killen, TX

Responsibilities:

• As a Senior Non-Commissioned Officer, I managed a platoon of 17 soldiers. Wrote, evaluated, and recommended soldiers for promotions, awards, and achievements by monitoring physical fitness records, weapons qualifications records, training records, and education records. Evaluated soldiers attending promotion boards and award boards. Served as a board member for 27th Main Support Battalion NCO of year and soldier of the year boards. Assigned specific duties to subordinate personnel. Established workload, work schedules, and repair priorities. Performed and supervised quality control inspections.
• Coordinated logistical support for the 5th Signal Battalion maintenance facility. Established and implemented on-the-job technical instruction programs for soldiers. Provided technical information and assistance to support companies. Advised and made recommendations concerning equipment repair and status to the battalion commander. Prepared, reviewed, and consolidated technical and administrative reports and requests for electronic maintenance.