Help Desk Support Resume

SKILLS
MS Office 2K3, MS SharePoint 2007, MS Active Directory, Dell D6xx/D8xx laptop setup using RIS, Cisco Phone setup, Cisco Call Manager, HP Service Center, BMC Remedy AR System 6.x, BMC Remedy Help Desk, BMC Remedy Asset Management, BMC Remedy Change Management, EMC Legato Networker, Windows 95/98/NT/2000/XP/Server 2003, HP MPE iX 6.5/7.0/7.5, HP3000, Backup Exec, Internet, Reflections, Maestro Job Scheduler, JCL Editing

WORK EXPERIENCE

Confidential, Milwaukee, WI
Application Support Level 1, IBM, Atlanta (10/09-09/10)

Effectively and efficiently interface with all support personnel to complete assigned tasks/duties.
Interface with IBM management, project managers, developers and architects
Accept ownership of assigned duties, tasks and special projects
Provide data reporting and analysis as required
Manage knowledge database to ensure current processes and documentation are maintained
Provide reporting and administration support for the Case Management Tracking system

Confidential, New York, NY
Help Desk Tech, Confidential, Alpharetta (10/08-02/09)

Primary technical contact and interface with business users.
Deploy, maintain, and upgrade a variety of desktop, laptop, blackberry, peripheral devices, Cisco phones (VoIP using Cisco Call Manager for desk phones), and applications.
Part of deployment team for Windows XP SP3 upgrade, Citrix 11.0 upgrade & Remedy 7.3.
Proactively resolve reoccurring problems, and monitor the resolution of all outstanding issues.
Use MS Active Directory for network account/email setup, account unlock and password resets

Confidential, Duluth, GA
Remedy Administrator/ Level 2/3
Help Desk Support (12/06-05/08)

Support administration for Remedy 6.x AR System with Remedy Help Desk, Asset Management, Change Management and SLA
Generated Remedy reports using Microsoft Query in Microsoft Excel
Used MS Active Directory for network account/email setup, account unlock and password resets
Level 1/2 Help Desk Support for troubleshooting problems with MS Office Suite, MS Exchange server, MS SharePoint, network connectivity (LAN/VPN) and Blackberry issues via phone and at employee's desk
Assisted in deploying and configuring of Dell laptops/desktops (using RIS), Cisco phones (VoIP using Cisco Call Manager for desk/soft phones), Unified Messaging, and Fax to email
File restore/recovery from backup media using Legato Networker

Confidential,Alpharetta, GA
Level 2/3 Help Desk Technician/ System Administration Confidential, Atlanta (10/05-07/06)

Level 2/3 help desk support for HP Rapid Deployment Support Team (HPRDST) & Rapid Application Development and Maintenance (RADM)
Monitored HP Service Center (OVSD) queues for trouble tickets
Remote application/server monitoring for the Starbucks HearMusic project
Add/Modify users for MS SharePoint site access using MS Active Directory
Administrator for MS SharePoint sites
Created documentation for MS Active Directory user management, SharePoint site creation/modification and RADM contract creation/renewal

Confidential, Houston, TX
System Administration support Confidential, Houston (07/03-02/05)

Level 2 help desk support for MPE platform and HP3000 systems for multiple regions
Monitored BLT and EWM (Remedy) queues for trouble tickets on Hewlett Packard and external customers Systems
Responsible for MPE system recovery, reboots and memory dumps
Added users for system access using Vesoft/Security 3000 security software
Modified job files (JCL) using editor tools
Performed various other tasks as per request

Confidential, Boise, ID
System Administration support Confidential, Atlanta (09/00-09/02)

Level 2 help desk support for MPE platform and HP3000 systems for multiple regions
Monitored BLT and EWM (Remedy) queues for trouble tickets on Hewlett Packard and external customers Systems
Responsible for MPE system recovery, reboots and memory dumps
Added users for system access using Vesoft/Security 3000 security software
Modified job files (JCL) using editor tools
Performed various other tasks as per request

Confidential, Atlanta, GA
Consultant Airtran Airways IT Operations, Atlanta (06/00-11/00)

Monitored systems on two platforms, MPE 3000 and UNIX Tandem
Reset DTCs and ports
Added Users for system access using Vesoft/Security 3000, OpenSkies and CMS (UNIX) security software as well as to the NT environment for web based database access
Modified job files (JCL) using editor tool on HP3000

Confidential, Atlanta, GA
IT Operations Support Team (03/99-06/00)

Responsible for monitoring in a multi-platform environment (MPE, UNIX, NT) consisting of 900 systems
Responsible for MPE system recovery, reboots and memory dumps
Responded to batch cycle/jobs schedule for Maestro scheduler to ensure uninterrupted production
Performed file stores and restores per requests
Ensured backup integrity and maintained runtime journals
Resolved media issues utilizing troubleshooting techniques
Updated and created Y2K compliant procedural documentation
Assisted in training for 3rd party vendor and implementation supervisor over special projects

EDUCATION

Management of Technology Major (Management Information Systems Minor)
Textile Engineering Major

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