SUMMARY
Experienced Desktop support involving Microsoft Office applications. Experienced with upgrades, hard drive replacements, and installations. Involved with imaging hard drives from networks, CDs, and Ghost.

Operating Systems: Windows 3x, 95, 98, NT, 2000, XP, Vista, Novell, MS Dos

Applications: Microsoft Office 97 / 2000 / XP / 2003, 2007, Lotus Notes, MS Outlook 98 / 2000 / 2002 / 2003, SAP, Filenet, Extra Personal Client (Mainframe Access), Terminal Services Client, Enterprise Administrator, WinZip, Timbuktu, Paper Port, Adobe, Cisco IP / TV Viewer, Adaptec EZ CD Creator, Visio, MS Project 98 / 2000, Crystal Ball 2000, Tivoli, Cimpro, Citrix, MS Access 97/XP, AC Neilson Nitro, Manage Now, Remedy, Active Directory, SQL7, Four Shift, JD Edwards, Cogz, SMS, Track-It, Lex ID, Altiris

Protocols: TCP / IP, DNS

Computer Systems: Dell, Compaq, IBM, HP, Gateway

PDA: Palm Pilot, Blackberry, Ipaq

TECHNICAL TRAINING
1998 PC Operating Systems NT Essentials
1998 PC Hardware Compusoft Training Center

PROFESSIONAL EXPERIENCE

12/09 to Present Desktop Support Specialist Confidential,

• Contracted for conversion of Countrywide Mtg to Bank of America
• Image Desktops and laptops with bank of America image
• Push apps to PC’s using SM Tools
• Back up users data
• Deploy new desktops and laptops
• Restore users data
• Configure email ( MS Outlook 2007and Lotus Notes)
• Track new assets through Bart\\Trax system
• Provide day after support

10/2008 to 07/2009 Software Distribution Tech/Helpdesk Support Confidential,

• Contracted to Citi Group to provide support and Software distribution for all Smith Barney branches.
• Install software, patches, and updates to servers using SMS packages through Remote Desktop
• Install software and updates to desktops through Altiris through Remote Desktop
• Troubleshoot branch servers, terminal servers, and desktops hardware and software
• Image desktops using Altiris through Remote Desktop
• Contact HP tech to replace hardware parts at branches
• Provide communication to branch admin of status to ensure Outstanding Customer Service

02/2008 to 07/2008 Desktop Support Confidential,)

• Image Laptop using Ghost 7.0
• Diagnose and replace parts on Panasonic Toughbook Laptops
• Deploy laptops to appropriate vehicles (OnCor)
• Insure work order applications are updated to specs.
• Test laptops to insure all apps are installed properly.
• Travel to various locations through out Texas for deployment of laptops.
• Update asset management to show current equipment status.
• Assist drivers with logging into PC’s correctly.

10/ 2007 to 12/2007 Desktop/PC Technician Confidential,

• Backup and retrieve user’s data using Connected Data Protector software.
• Upgrade user’s hardware – HP and Dell
• Image PC’s through download from the network to Windows XP and basic apps.
• Install software on PCs through Altiris and vendor CD’s.
• Installs hardware including circuit boards, ROM bios chips, and memory expansion chips
• Handles physical aspects of installations, movement of equipment, cables and cords, etc
• Differentiates between software and hardware problems
• Makes minor repairs or exchanges of parts, as needed
• Physically scan all asset tags during deployment of hardware for inventory purpose.
• Assures that all work performed, all equipment moved, and/or software installed are in conjunction with pre-established guidelines and coordinated with the responsible departments
• Create tickets using Remedy ticketing system.

06/2007 – 10/2007 Desktop/PC Technician Confidential,

• Diagnose and replace parts on desktops and laptops (Dell, HP, IBM)
• Troubleshoot and install Windows XP (Home & Professional edition)
• Install MS Office Suite (2003 and 2007)
• Clean system of spyware and viruses
• Ensure all updates are applied (service packs, etc.)

11/2006 – 06/2007 Desktop Support Specialist Confidential,

• Image and deploy PC’s for users (Windows XP operating system)
• IMAC (Installs, Moves, Adds and Changes)
• Install and configure various applications (i.e., Four Shift, Cogz, JD Edwards)
• Ensure proactive troubleshooting and resolution of customers desktop\\laptop request
• Use ticketing system called Track-it
• Inventory all PC’s and laptops
• Use SMS remote access for domicile users
• Diagnose and replace parts on Dell Laptops
• Assisted in the move and set up of servers using Windows Server 2003, Exchange Server 2003
• Responsible for phone system using vender
• Blackberry installation and support

05/2006 – 10/2006 Desktop/PC Technician Confidential,

• Image and deploy PC’s for users
• IMAC (Installs, Moves, Adds and Changes)
• Label PCs and monitor with asset tags
• Scan all asset tags for inventory data base
• Update data base in Remedy system
• Image Dell Laptops with LaQuinta image using Ghost 7.0
• Install and configure SQL7 on laptops for trainers and trainees
• Diagnose and replace parts on Dell Laptops
• Test laptops to insure all apps are installed properly

09/2004 – 4/2006 Desktop/Field Repair Technician Confidential,

• Contracted to Northrop Grumman to provide Desktop Support for Unocal 76
• Provide Desktop support and maintain systems for Unocal Users
• Maintain Siebel work orders (ticketing system)
• Provide superior customer service and quality care
• Image and deploy PC’s for users
• Support and upgrade of desktop PC’s and laptops also added Cisco Security Agent
• Ensure proactive troubleshooting and resolution of customers desktop\\laptop request
• Follow policy, technical management, escalation procedures to ensure quality support of Unocal support Services
• Provide total support for all network printers.
• IMAC (Installs, Moves, Adds and Changes)
• Configured dual/triple monitor setups using Exceed for Thin Client