Helpdesk Specialist Resume

SKILLS

Perceptive professional with hands-on training in every aspect of networking
Dedicated, hardworking and enthusiastic about learning new technologies
Desktop/Network installation, Server maintenance, Secure Wireless configurations, Spam/Spyware/Adware/Virus removal and prevention.
TCP/IP, IIS, IP addressing, sub netting, router configurations, ACL's with rights and permissions
Locally, configure, administer and troubleshoot VPN (Cisco and Aventail), Firewalls, MS Exchange Server 2000/2003/2007 with AD and OU's, SCCM 2007, SMS 2003, SharePoint and ISA Server
Ability to use, configure and troubleshoot Outlook 2003/2007, MAC OS, MS 95/98/NT/2K/XP/WIN 7/VISTA, NT Server, Office Suites 97-2007 Linux i.e. Fedora, Red hat and TCP/IP with related protocols such as NetBIOS, SMTP, DNS, WINS,DHCP, RDP
Ability to use Client Management System, Altiris (Backup, Deployment Console etc), Radia, LogMeIn, Dameware, and Remedy software, Blackberry Enterprise Server etc.

EDUCATION

EXPERIENCE

Confidential, Cambridge, MA January 2010 - Date
Sr. Desktop/Network Tech

Track all issues reported using the Help Desk problem tracking system-using Altiris.
Set up user accounts in AD, Exchange Server, Blackberry Server and provides customers with a quick resolution and a high level of satisfaction
Assist in the configuration and deployment all desktop software and hardware.
Work with Senior and Lead technicians to test, document and implement new technologies.
Assist with system and network administration as needed using Active Directory, Exchange and Avaya systems.
Work closely with Technical Operations (Cambridge and Amsterdam) to troubleshoot reported issues within the infrastructure and LAN/WAN

Confidential Boston, MA November 2008 - December 2009
IT Support Engineer

Provided Network/Server/Application and Desktop/Email support to about 800 users
Upgraded pc's and server's with the latest patches i.e. security patches, newer version etc
Setting up A/V in conference rooms and data migration (from old to new PC's)
Troubleshooting handheld devices, PDA's and Blackberries
Took inventory of IT assets and recommended assets that need to be discarded

Confidential, Lexington, MA October 2008 - November 2008
Desktop/Helpdesk Specialist

Provided phone support to about 1000 clinics nationwide
Reset passwords; create user accounts and Business Entities for various clinics and users
Imaged computers with Symantec ghost, repairs laptops, CPU's and printers

Confidential, Bedford, MA July 2008-October 2008
Desktop/Applications Support

Provided Desk side/Phone/Email support to about 3,000 users.
Created ACL's, Reset/Create/Activate user accounts using active directory or UIDMS
In addition, gave users the necessary permissions and rights
Imaged computers with Symantec ghost, repairs laptops, CPU's and printers.
Provided printer, desktop and software support i.e. Windows OS (2K, XP, VISTA), Mac OS
Office 2003/2007 suite, Integrity Flex, Pointsec, Radia etc
Upgraded PC's with the latest patches i.e. security patches, newer version etc
Set up A/V in conference rooms and data migration (from old to new PC's)
Troubleshot handheld devices, PDA's and Blackberries.

Confidential, Austin, TX March 2008 - December 2008
Desktop Support Specialist/PC Technician (Dell Certified Technician)

Provided software, hardware support to users, data recovery and loss prevention
Repaired and troubleshot laptops, desktop Pc's and printers
Repair, deployed, migrated files, set up large company's infrastructure (Files Migration)
Setting up PC's, transferring user data, settings, programs from old PC to new PC
Used remote connectivity software like Carbon Copy and Symantec PC anywhere to resolve issues.

Confidential, Cambridge, MA July 2006 - March 2007
Junior Systems administrator/Engineer, Help Desk Support

Set up, configured, troubleshot and administered Cisco VPN's, Servers and Laptops
Set up, assembled and troubleshot computers and ghosted hard drives of workstations
Provided software, hardware support to users and data recovery

Confidential, Boston, MA 2006 - 2007
Asst. Manager

Managed staff and store operations: opening, closing, ordering and cash management
Provided outstanding customer service

Confidential, Ghana 2002 - 2005

Confidential 2002 - 2005