Desktop Support Specialist Resume

Summary:

High levelIS network and customer support specialist, with experience in software: Windows XP, Windows 7, MS Office 2003 MS Office 2007, MS Outlook 2003/2007, Lotus Notes 8, Norton Anti-virus, Symantec Ghost 8.0 corp. edition, Internet Explorer, Remote Access MS remote assistance. High level hardware: HP printers, HP pcs, Dell pcs, IBM pcs, Networking Link-sys routers, part replacement, ticket resolutions.
I have experience in several industries including IT, medical, insurance, financial and retail. Provided great customer service in a high volume support environment.

PROFESSIONAL EXPERIENCE

Confidential,Boston, MA 2008 2009
USI Infrastructure Desktop Services (Windows XP Migration Project)
Support for Manulife end users Investments, Underwriters, Claims, Customer Service and Human Resources. Major Project migration of end users from MS Windows 2000 to MS Windows XP as well as configure their email from MS Outlook 2003 to Lotus Notes 8.0

Collaborated with the project lead and many business unit managers in migrating 15 to 25 users daily, culminating in over 2000 migrations.
Utilized Symantec Ghost console during the majority of computer migrations, others such as Dell laptops and Desktops were built by hand through USB Drives.
Provided daily support ensuring users were up and running with the proper applications installed, printer setup, mapped drives and email configuration.
Serviced Dell D630 D620 laptops, GX 680 755 745 optiplex desktops.
Closed tickets daily in between computers being migrated through PeregrineService Center. Logged all equipment through Asset Management Center.
Updated MS SharePoint with detailed information from end user for pre-migration and post-migration.
Performed memory upgrades to 1GB for all systems throughout the company for Lotus Notes.

Confidential, Boston, MA 2008 2008
Desktop Support Specialist

Provided support for the doctors, nurses and the research medical team of Joslin Diabetes. Roll out for 100 leased new Dell pcs and secure company software upgrades, taking calls, resolving tickets. Information Systems Department consisted of a team of 10 servicing 400 customers with quick and timely support. Computers serviced: Compaq desktops.

Software upload, training and service on company Software; NextGen, Citrus, Ntierprise and Microsoft.
Assisted end users with setup and support of MS Outlook 2003.
Remedy Magic ticketing system.
Laptop and printer setups and support.
Troubleshooting hardware and software, decommissioning drives removing sensitive information and data.

Confidential,Boston, MA 2006 - 2007
Portfolio Accountants System Support

Provided customer support, updated technical and procedural documentation, analyzed, researched, and resolved complex issues leveraging a variety of different resources. Main contact between client headquarters and group services.

Upgrades ensure windows patches and antivirus patches are properly installed on all systems.
Resolve user issues in a timely fashion via Helpdesk ticketing system, and walk-up’s.
Fix and repair of hardware which includes, memory upgrades, hard drives, keyboards and calling into vendors for repair service. Upgrade of OS WN XP, Vista and various software applications.
Follow up on individual cases. Report issues through appropriate channels for timely and effectively escalation.
Work with team members and other IT groups to resolve issues. Maintained hardware equipment and the inventory.

Confidential,Canton, MA 2002 2006

Processing Associate for Stock Transfers

Supported shareholder services by providing stock transfer processing of buy shares/sell shares. Maintained complex and sensitive exchanges, account maintenance and made recommendations to share account executives.

Customer service for W8/W9 certification, background checks for authenticity of stocks. Compliance with SEC regulations for all routine and non-routine transfers.
Supporting Stock transfer applications and desktop issues for MS office suites.
Proxy voting, update reports gathered on changing stock quotes, check replacements, transaction history, background checks, send accounts to ACH credit. Quality assurance testing on system software and applications.
Assisted team and unit leaders toward resolution on escalated problems as well as special project initiatives.

EDUCATION: BA

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