Tier II Desktop Support Resume

Strongly experienced technical professional possessing a diverse and extensive background in Service Delivery and Project Management is seeking new opportunities in the Information Technology industry.

Technical Abilities:

Hardware Support: IBM, HP, Dell, Light printer support and connectivity, capable of all necessary hardware setup, configuration and repair, Blackberry, PDA, Completed A+ training
Application Support: Experienced with Remedy, Peregrine, HEAT, Jira, and SBN ticketing systems, Support of many various applications in previous engagements including MS Office through 2010, Adobe Acrobat through 9.0, most COTS applications, Ghost imaging, USMT, Dell Automated Deployment
Operating Systems: Windows through 7, DOS, Some Unix/Linux
Email Support: Exchange 2010 & Outlook 2007 including user account configuration,.pst file management & repair, profile migration and back-up, light BES experience, Lotus Notes 6 & 7
Network Support: Active Directory, TCP/IP configuration, Network services including DNS, DHCP, workstation connectivity, VPN, Intermediate server support and network operations, Intermediate Cisco skills
Asset Management: Deployment, tracking and recovery of deployed business assets including enterprise level refresh cycles, application and operating system upgrades and migrations

Physical Security:

Access Control: Adept knowledge of several access control verification systems, Skilled in system design, product specification and project implementation. Strong abilities in troubleshooting and remediation. IE: Lenel, Amag
Video Surveillance: Experienced in the design and implementation of video surveillance systems including capture and archive device specification and continuance. As well as software deployment and support. IE: Axis, Sony

Service Delivery Management:

Expertise encompasses all phases of Field Service support and reports including: Labor distribution, contract, billable and warranty service report processing, expense, parts orders, warranties, repairs, maintenance orders and related documentation.
Extensive customer contact in troubleshooting and problem resolution pertaining to service disputes or service contract renewal.
Effectively provide administrative support to Field Service Technicians.

Project Management:

Liaise with client to determine project scope and goals; preparation of documentation outlining necessary materials, scheduling and resources with detail regarding projected financial and operational impact.
Manage project progress and maintain client interaction throughout project life cycle, compile project related documentation such as final “as-built” and material specifications

Technical Support Experience

Confidential: Greenwood Village, CO
Tier II Desktop Support Engineer June, 2011 – Dec 2011

Primary Information Technology point-of-contact for healthcare management subsidiary of Aetna Health. Daily oversight of site IT operations, end user support and technology asset management including computers, peripherals, telephony, deployments, updates, migrations and inventory documentation. User base includes teleworkers and office environment.

Confidential: Lakewood, CO
Tier II Desktop Support Apr 2011 – May 2011

Confidential: Denver, CO
Tier II Desktop Support; Asset Management & Procurement May 2010 – Jan 2011

Engaged at Total Longterm Care providing migration support for Windows 7, Exchange 2010, Outlook 2007, Office 2007 & Office Communicator. Reporting directly to the CIO, daily duties included asset procurement, configuration, deployment and management as well as Tier II end-user support.

Confidential: Denver, CO
DCSE Certified L4 Technical Lead Apr 2009 – Mar 2010

Colorado Technical Lead for full-scale W2K to XPSP3 operating system migration at Xcel Energy. Initial point of escalation, resource training & oversight and management of on-site project operations. Upon completion, task focus transitioned to full-scale enterprise laptop refresh; build and deploy Dell E6400 laptops

Confidential: Englewood, CO
Tier II Desktop Support Feb 2009 – Mar 2009

Confidential: Denver, CO

Tier II Desktop SupportAug 2008 – Dec 2008

Assisted with operating system migration from Windows 2000 Professional to Windows XP Professionaland PGP workstation data encryption projects at Xcel Energy. Provided daily client and workstation support at Citicorp including hardware, COTS support as well as industry-specific applications in a financial environment.

Confidential: Denver, CO
Tier II/ Tier III Desktop Support Oct 2005 – Apr 2007

Client and equipment support on regional network for Xcel Energy, end-user support of software deployment including Windows 2000 Pro/XP Pro o/s environment applications, Cisco wireless and VPN clients, Blackberry, Exchange and Lotus Notes services, diagnosis and remediation

Leadership Experience:
Confidential: Denver, CO
DCSE Certified L4 Technical Lead Apr 2009 – Mar 2010
Confidential: San Jose, CA
Service Manager/Service Coordinator, Cisco Systems Safety & Security DeptApr2007 – May2008
Confidential: Denver, CO
Project Manager/ Sr. Technical ConsultantSept 2004 – Present
Confidential:Denver, CO
Technical Supervisor/Assistant Manager/IT Specialist Mar 1998 – Sept 2004

Education:
AAS/Network EngineeringDCSE Certified Technical LeadLenel On-Guard/ B.A.S.I.S. Certification

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