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