Summary

• Accomplished computer professional with 10 year's experience, Technical and Help Desk support.
• Excellent communication and diagnostic skills consistently solving problems and rarely escalate issues.
• Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.
• Proactive self-learner known to initiate training on new technologies in the market place.
• Proactively supporting peer to peer relationships between other technology professionals and helped support new information technology associates in their training
• Able to work with minimal supervision
• Able to work on several time defined tasks with priorities at the same time

TECHNOLOGIES

• Windows 9x/2000/ME/XP Client Server
• Windows NT/2000 Client Server
• MS Office 95/97/2000/2007/XP
• Ghost
• Remedy
• Citrix
• Samson
• Avaya Site Administration
• Sharepoint
• VPN
• Clarity
• Trend Micro OfficeScan
• Tape Storage Management
• Backup tape rotation and management
• Dameware
• Microsoft Terminal client
• Printer Maintenance IBM, HP, Lexmark Highspeed, Inkjet, and Laser
• Web Design HTML, JAVA
• Active Directory
• Impact 360
• Primus

PROFESSIONAL EXPERIENCE

Confidential

• Provided support for local call center supporting 850 employees. For one year I was the only onsite support they had. I troubleshot hardware, software and connectivity for VOIP phones, Windows XP, and Citrix environments. I additionally supported in expense reports and procurement for the computer needs of center.
• Earned solid reputation for resolving complex issues and providing exceptional customer service.
• Assisted as liaison to support professionals and management at the corporate office in Washington State.
• Supported remote access to key departments.
• Assisted national IT department in setting up policies and procedures.
• Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilized Remedy to record and track issues.
• Won multiple partnership awards for my contributions and assistance to the call center.
• Won National ITA award within T-mobile for Best ITA of the quarter.
• Involved in the hiring of second support professional at center and responsible for all training with said individual
• Continually monitor tickets for Service Level Agreement requirements and report to management
• Liaison for outside contractors coming into building for technology upgrades and repair.
• Worked with other ITA's in other centers across the country to improve department productivity and to come up with common procedures and practices to be implemented with all ITA's within T-Mobile.
• Worked on quarterly newsletter committee to submit ideas and info on content for newsletter
• Worked on a best practices committee to come up with new procedures that might help ITA's

Confidential

• Provided first level contact for CMP Mainframe and StorageTec tape management systems and printers IBM 4000 . Supported Connecticut Natural Gas and Southern Connecticut Gas for their backups to ensure repetitive backups.
• First line of contact for all support and tape management problems.
• Made appropriate service calls and repairs as necessary.
• Maintained and supported the large library of storage and backup tapes.
• Maintained and supported the IBM Infoprint 4000 printer.

Confidential

• Provide home users with a point of contact and support for their home computer needs. I do support sales and service of home computers, monitors, and printers. I deal with a large variety of people and experiences.
• Customer Support for home users
• Networking of home computers for multiple internet users in home
• Computer Sales, service and support.
• In home tutoring for Microsoft products and computer usage.

Confidential

• Provided end user support and was first contact for any computer issues. I helped maintain and support over 150 users.
• Desk side support
• Resolved network connection issues
• Maintained users profiles and network access on NT and 2000 servers
• Built computers to specifications for PC migration to Windows 2000
• Did research on new items and made recommendations on purchases needed
• Did purchasing of parts from different suppliers on demand or need
• Helped come up with and build Lewiston Sun Journals new side company for online storage management for small companies in Maine.
• Worked under Network Administrator to learn the networking environment and responsibilities which we were upgrading on a constant basis
• Helped worked on a Linux migration of some of the servers.

Confidential

• Worked for various temporary agencies on 30-90 day assignments with different companies doing there upgrades and frontline desk side support.
• Desk side support
• Resolved network connection issues
• Maintained users profiles and network access on NT and 2000 servers
• Built computers to specifications for PC migration to Windows 2000
• Relieved some of Network Administrators tasks to let them do there extra assignments or upgrades.

Confidential

• In my fourth month at Allentown Business School while I was working on getting my Associates degree, I was singled out for employment with their staff to help with the help desk support team. This was a position that was not normally given to first year students.
• Desk side support
• Resolved network connection issues
• Maintained users profiles and network access on NT and 2000 servers
• Built computers to specifications
• Did imaging of laptops and hard drives for new semester starts

Confidential

• I worked here on a full time job with 30 of my job being working on personal computers under the guidance of a Network Administrator. The other 70 of the time I was doing Research and Development for HVAC fluids as a Lab Technician.
• Desk side support
• Resolved network connection issues
• Build computers to specifications