Network Support Technician Resume

SUMMARY

Project oriented; ability to manage schedules, resolve critical issues, and deliver results.
Seasoned analytical Information Technology Professional with a 20 year track record of success.
Proficient in the installation and configuration of client desktop hardware, peripherals, and software applications across multiple operating environments and vendors.
Experience includes personnel management, training and project management.
Excellent communicator and team player. Works well under pressure and effectively interacts at all levels.

TECHNICAL SKILLS

Operating Systems: Microsoft Windows Platforms - Win 7, Vista, 2007, 200x, NT, XP, 98, 95, DOS, Unix, Catia V5

Computer Hardware: Desktops, Laptops, Workstations, Tanbergs, Polycom, Printers, Wireless Infrastructure to include multiple vendor products (Dell, MAC, Toshiba and HP, Compaq )

Network Infrastructure: LAN/WAN - TCP/IP, IPX/SPX, DNS, FTP, DHCP, WINS, VPN, RAS, 802.11x, ISDN, Solaris, Sun, Cisco, Juniper, CSU/DSU, VOIP, Active Directory, Network Server Operations, Network Security and IDS prevention

Software Applications: Microsoft Office 2003, 2007, 2010, Outlook/Exchange, Prizm, Dameware, Batch jobs, Patch up grades, Lotus Notes, Biztalk, Remedy, HEAT,Internet Explorer, Visio; Netscape; Mainframe Applications and Emulators, SAP R3,Catia, Baan ERP, DMU, Smarteam, and more.

PROFESSIONAL EXPERIENCE

Confidential

Network Support Technician

Responsibilities:

Installed, diagnosed and resolved hardware, software, or other network and system problems, and replaced defective components when necessary.
Configured, monitored and maintained exchange applications and virus protection software.
Operated active directory to manage and maintain system users, including activating and deactivating accounts as well as password resets.
Resolved all network issues onsite in Frederick and Gaithersburg facilities.
Handled all incoming Helpdesk calls internationally and nationally for company
Ticket resolution using Remedy ticketing system.
Procured and managed all company cellphones, PDA’s and Blackberries and IPADS.

Confidential

Helpdesk/Desktop Support - Team Lead

Responsibilities:

Administered computer networks and related computing environments including hardware, system software, applications software, and all configurations.
Resolved all hardware and software system problesm and replaced defective parts for Laptops and desktops.
Procured and managed all company cellphones, PDA’s and Blackberries.
Remote Access 3rd Level support. Resolved connectivity issues nationally and internationally.
Desktop Software Support 3rd level escalation supervisor for Help desk analysts.
Network Security and Detection escalation to prevent intrusion on network servers

Confidential

Desktop/Network Support

Responsibilities:

Administered computer networks and related computing environments including hardware, system software, applications software, and all configurations.
Updated all servers with latest Firewall and Anti-virus software.
Installed, diagnosed and resolved hardware, software, or other network and system problems, and replaced defective components when necessary, using the Remedy Ticketing system.
Managed all company cellphones, PDA’s and Blackberries and IPads
Remote Access 3rd Level support. Resolved connectivity issues nationally and internationally.
Desktop Software Support 3rd level escalation support

Confidential, Wichita, Kansas

Senior PC/Network Technician

Responsibilities:

Sole manager for IT resources in support of 225 employees and 200 pieces of hardware.
Administered computer networks and related computing environments including hardware, system software, applications software, and all configurations.
Network Security including IDS protection and monitoring.
Penetration prevention and intrusion detection.
Updated all servers with latest Firewall and Anti-virus software.
Performed data backups, including loading tapes and coordinating the offsite storage.

Confidential, Wichita, Kansas

Computing End User Support, Shift Manager

Responsibilities:

Shift Manager for 20 Help desk analysts in Renton, St. Louis, Seal Beach, and Wichita, Kansas.
Maintained Wireless network for Renton, Washington Plant.
Remote Access 3rd Level support. Resolved connectivity issues nationally and internationally.
Desktop Software Support 3rd level escalation supervisor for Help desk analysts.
Network Security and Detection escalation to prevent intrusion on network servers.
Network Server Operations support. Resolved all network issues and major outages within Boeing.
Implemented methodologies to improve technical efficiency and reduce defect rates leading to significant increases in support productivity.
Conducted process training using Information Technology Infrastructure Library (ITIL) procedures.
Lead trainer for new Help desk analysts in Wichita, Kansas and St. Louis Missouri.
Managed companywide projects to include wireless networking and JITT Toner program.

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