TIER II HELP DESK RESUME

CAREER SUMMARY: Possess over 3 years of solid experience in information technology in the areas of PC Technician, Desktop Support and Helpdesk/Call Center environments.

Built PCs from scratch to finish; installed and configured PCs.
Troubleshoot and resolved hardware/software issues for users/clients.
Assisted users remotely and on site.
Logged and updated trouble tickets to effectively track status through closure using Remedy application.
Deployed laptops and workstations utilizing corporate guidelines standardized image.
Owned and managed day-to-day operations of a company for six years.

RELEVANT PROFESSIONAL EXPERIENCE:

TIER II HELP DESK Confidential 05/10-TILL DATE

Queue Manager: Monitors, approves and assigns eService and USD tickets to techs based on priority.
Assists users via phone/on-site on issues relating to hw/sw setups, installations and configurations. Joins new computers to domain and decommissions old systems. Ghosting and imaging of hard dives.
Administers BMC Remedy 7.5, Active Directory, installs and configures Lotus Notes 8.5, Windows 7/XP and other required software. Assists with Polycom VTC setup.

EVIRONMENTS: HP and WIN XP/7/VISTA

SV3 TECHNICIAN Confidential 10/09- 11/09

Rollout and deployment of new imaged Bank of America platform workstations and teleworkstations
Deleted partitions for security purposes from old systems and readied them for shipment.

ENVIRONMENTS: Dell, HP, and Win XP/Vista/NT

MIGRATION TECH Confidential 10/09- 10/09

Reconfigured BIOS for a new image.
Mapped network drives to copy/transfer users data.
Pulled new image from the server to configure new systems and reinstalled client.
Restored user data from the mapped network drives and login to newly created Global Domain to ensure Outlook functioned properly.

ENVIRONMENTS: HP, Dell, and NT/XP/Vista/2000

OWNER/MANAGER Confidential, 02/02- 11/08

Managed the companys daily activities, namely, planned driver assignments.
Supervised, assigned and dispatched drivers to pick up clients from nursing homes, doctors offices, hospitals or vice versa.
Prepared and electronically submitted bills to Medicaid/Medicare and other providers using a standard format for Medicaid and CMS-1500 forms.
Extensive knowledge and use of ICD-9 (diagnosis) and CPT (procedure) codes.

INSTALLATION TECHNICIAN Confidential 01/01- 12/01

Worked with a group of other computer technicians to enhance Montgomery County computer system, including new PC installs and resolved network connectivity issues.
Assisted users via phone or on-site to troubleshoot, install or upgrade hardware/software, and documented any action taken.
Escalated complex trouble tickets to senior technicians for further problem solutions using Remedy tracking application.

ENVIRONMENTS: IBM/DELL/HP, 95/98/NT 4.0/2000

GROUPWISE TECHNICIAN Confidential 04/00- 11/00

Migrated users and resource archive files from the resource archive server (GroupWise Post Office 4.1) to destination archive server (GroupWise Post Office 5.5).
Reset client options and grafted users to integrate GroupWise objects with NDS objects.
Assisted with DBA functions, namely, created users and defined their access privileges.

ENVIRONMENTS: IBM/DELL/HP, 95/98/NT

COMPUTER TECH/DB DEVELOPER Confidential 01/99 -4/99

Assembled and configured cash registers.
Developed databases and designed menu graphics for these cash registers.
Replicated information from master drive to secondary drive using Octet Pro dubbing machine.
Extensive use of symantec ghost to re-image hard drives.

EDUCATION TRAINING: MBA Business Administration BS Information Systems DBA Oracle CNA Novell Netware DIPLOMA A+ Certification

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