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Sr. Lead Desktop Support Resume

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Miami, FL

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Qualification Highlights

  • Information Technology
  • Application Trainer
  • Multi-Platform Networking
  • Project Management
  • Data Recovery
  • Active Directory
Technical Expertise
Certifications MCP, MOUS Expert Level

Operation Systems Palm OS Windows 98, 2000, XP, Mac OS 6.x- 9.x, Mac OS X, Microsoft Server 2000/2003, NT 4.0 Server and Workstation, Exchange Server, Windows XP, Tivoli

Software General Office: Microsoft Office, WordPerfect, File Maker Pro, Quick Books, QuarkXpress, Adobe Acrobat
Tech Utilities: Ghost, Clean Slate, Deep Freeze, LanDesk, Visio
Legal: TimeMatters, Dameware, Coyote, DoubleTime
Educational: Excelsior Pinnacle

Professional Experience

Sr. Lead Desktop Support July 2009 – October 2009
Confidential, Miami FL

  • Identifies needs for technical support, determines level of support warranted and provides support to end users, including LAN connectivity, hardware, software, network, printing and telephony issues
  • Provides recommendations to management for the development of processes, policies and procedures
  • Provides full, end-to-end user support and ensure system performance

Jr. Systems Administrator February 2009 - July 2009
Confidential, Miami, FL

  • Assist with the installation of new systems and other computer hardware
  • Assist with the administration of the Active Directory domain
  • Assist with the installation and maintenance of software applications through the use of GPOs and scripting as designated by the supervisor
  • Assist supervisor in providing technical assistance and guidance to faculty, staff, and students Troubleshoot hardware and software malfunctions on supported systems

Mainframe Operator/Help Desk Support July 2006- August 2007
Miami Herald Miami, FL

  • Kept critical Mainframe Systems operational 24/7 so that newspaper met required reporting, editing, publishing and delivery timelines; HP3000, Tivoli.
  • Provided friendly, fast, and accurate helpdesk support for employees, worldwide.
  • Created a method for remote users to stay connected to the newsroom by designing and constructing a VPN webpage. This project was successfully completed in one week.

Private Contractor October 2003- July 2006
Confidential, Canada

  • Supplied efficient and professional technical support for law firms and doctor offices. Services included maintenance and repair on Server, Desktop, and Laptop computers; installation of software; SOHO network design, installation and maintenance; technical support for land and VoIP Phone systems.
  • Improved law office functionality by designing and installing wireless computer network and upgraded system to MS NOS Server 2003.
  • Recovered legal briefs, filings and other “lost” data from a crashed server allowing legal office to experience minimal “downtime.”
  • Improved employee skills by providing quality training to legal secretaries, clerks, legal assistants, and lawyers on a variety of software products including Microsoft Office, TimeMatters, and legal scanning software.

Network Liaison November 2002-May 2003
Confidential, Florida

  • Supplied critical and timely technical communication between the City of North Lauderdale and a local charter school.
  • Equipped charter school with state-of-the-art instructional tools by implementing new technology throughout school.
  • Established communication flow between the city and the school by setting up a network between the two entities.

Computer Support Specialist January 2000 -August 2002
Confidential Miami, Florida

  • Managed and maintained a school-wide network of 400 Mac and PC clients in an NT environment, including maintenance of user accounts, server upgrades, routine service, and emergency repairs.
  • As the Project Leader for upgrading, wiring, and installing multiple, school-wide computer labs, I successfully coordinated the efforts of several vendors and contractors and met all time-sensitive deadlines.
  • Scheduled, created support materials, and conducted training for 150 faculty and staff members on software applications including Microsoft Office and Outlook.
  • Enhanced teacher productivity by training teachers on a new electronic gradebook system.
  • Provided friendly, fast, and accurate support for all technology users including students, faculty, staff, and administration.

Education

April 2009
B.A. International Relations

  • Deans list 2 years in a row

Volunteer

Big Brothers Big Sisters -2005

Miami Childrens Hospital -2006

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