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Systems Support/helpdesk Resume

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SUMMARY

  • Over 12 years of experience with the setup, installation and repair of desktops, servers, laptops, printers, monitors, modems (wired and wireless).
  • Strong knowledge of various hardware and software such as; memory, hard drives, CPU’s, motherboards, video cards, blackberry’s, disaster recovery software, antivirus software, and firewalls.
  • Experience providing solutions and technical support for PC and LAN hardware and desktop applications.
  • Extensive experience providing PC training to associates for software applications and peripherals as well as maintenance of computer systems and software updates.
  • Providing telephone, email and in person technical support to end users.
  • Proven ability to effectively interface with end-users of all levels using various means of communication.

TOOLS

  • Windows 2000/XP/NT/Vista, Novell, Active Directory, Microsoft Office, e-mail, Internet, CAT-5 lines, TCP/IP protocol, routers, hubs, printers, monitors, desktops, laptops, blackberry’s, modems (wired and wireless), LAN/WAN, setup, update, secure (and more) service on Windows 2000/2003 servers, VM ware and SAN, Support Citrix Presentation Server 4.0 Backup and restore desktops using Norton Ghost software.

EXPERIENCE
August 2009To Current Confidential,Western MA & Hartford CT Area
Computer Technician/Systems Support/Helpdesk

  • Install, configure, and troubleshoot Windows 2000/2003 servers.
  • Ethernet Configurations and network topologies.
  • Troubleshoot network connectivity issues.
  • Configure RAID 1 and RAID 5.
  • VM ware with SAN technology.
  • Support Citrix Presentation Server 4.0.
  • Evaluated and recommended unique hardware configurations.
  • Backup and restore desktops using Norton Ghost software.
  • Assisted clients with technology related issues.

April 2006 To June 2009 Confidential,Springfield, MA
TECHNOLOGY SUPPORT AGENT

  • Performed network administration duties on Novell and NT servers.
  • Responded to Help Desk calls resolve technical issues surrounding Windows XP, Novell, Active Directory, and MS Office, e-mail, Internet connections and hardware/peripherals, report and log resolution of problems in tracking data base.
  • Worked with Technical Support staff to provide user support.
  • Worked with third party vendors to implement solutions.
  • Performed daily operational tasks including monitoring of daily system activity via reports and system logs and documents findings/signoff.
  • Escalated issues to team and management as needed.
  • Reported on departmental inventory, audit, regulatory, system status, and internet usage.
  • Updated system procedures and documentation, as needed.
  • Provided users with extended hours of coverage (some weekends and evenings).
  • Performed preventative maintenance to ensure systems availability and integrity.
  • Followed up on calls received at the helpdesk to verify that the issues were resolved in a timely manner and to the customer’s satisfaction.
  • Consistently received high ratings on customer satisfaction surveys.

August 2004 To April 2006 Confidential,Springfield, MA
COMPUTER TECHNICIAN

  • Traveled throughout the USA installing computer systems and setting up network systems for various companies.
  • Performed tasks such as installation, diagnosis, repair and maintenance of computers, network stations and related equipment within the company network.
  • Setup, installed, repaired printers, monitors, desktops, laptops, modems (wired and wireless).
  • Networked computer systems, printers, internet connections, routers and hubs.
  • Made, tested and installed CAT-5 lines - TCP/IP protocol.
  • Provided PC training to associates on the use of the systems and hardware, software applications and peripherals.
  • Evaluated and tested PC applications with clients.
  • Maintained a backup system for in-office desktop computer systems and file servers.

January 2002 To August 2004 Confidential,Chicopee, MA
COMPUTER TECHNICIAN

  • Assisted home users with computers.
  • Setup, installed and troubleshoot computer systems, peripherals and home network systems.
  • Made recommendations on computer purchases and peripherals.
  • Assisted end users with computer systems and software and upgrades.
  • Trained users on maintenance of computer systems and software updates.

September 2000 To December 2001 Confidential,Springfield, MA
DESKTOP SUPPORT ANALYST

  • Provided solutions and technical support for PC and LAN hardware and desktop applications.
  • Made, tested and installed CAT-5 lines.
  • Verified security protection, firewalls, virus protection, documentation, password authentication, backup/restore, and kept up to date on the disaster recovery plan.
  • Installations, diagnosis, repair and maintain computers, network stations and equipment on the network.
  • Troubleshoot and research, diagnose, document and resolve technical issues surrounding Windows 98, Windows 2000, and MS Office, e-mail, Internet connections (wired and wireless) and hardware/peripherals.
  • Consistently received high ratings on internal customer satisfaction surveys.

February 1997 September 2000 Confidential,Springfield, MA
COMPUTER TECHNICIAN/WINDOWS NT ADMINISTRATOR

  • Responsible for the first computer labs ever installed at Cathedral High School.
  • Performed research on the best computer systems available at the time, met with various computer vendors, negotiated costs and selected top of the line computer systems for the best value.
  • Setup, maintained, upgraded both computer labs – each lab consisted of 22 computer systems and printers.
  • Administered user accounts, maintain the servers and updated when necessary.
  • Trained all office staff and teachers on how to use the computer systems and software.

CERTIFICATIONS

    • Certified Computer Technician
    • Certified Windows NT Administrator

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