Desktop Support Resume

PROFFESSIONAL SUMMARY
IT Professional with proven expertise in supporting and optimizing performance of workstations, peripherals, operating systems, networks, systems, hardware, and software; including installation, configuration, and preventative maintenance. Resolved network connectivity issues. Provided both remote and onsite service-focused technical support to achieve effective troubleshooting, efficient resolution of issues, and maximum customer satisfaction. Proficient with MS Office 2000, 2003, 2007, Windows NT, 2000, XP Professional, Windows 7, Windows NT Server, 2000, 2003 standard / small business and Exchange Server 5.5 and above.

PROFESSIONAL EXPERIENCE

Confidential, VITA Partnership
Desktop Support 2006 – 5/2010
End User Support State Agency customers call the Help Desk for computer issues

Provided day-to-day end user computer support for the state agencies that used the Help Desk
line for their computer issue(s)
Resolved network connectivity issues of cable, DSL, wireless VPN, and tethering over cell phone
Provided Network account management and share access in the Active Directory.
Resolved client and web base application issues
Installed computer peripheral drivers
Served as team member on VITA/Northrop Grumman PC migration / roll out of all VA state
agencies.
Connection and configuration of peripherals like Printers, hubs, print servers etc
Provided immediate computer repair support for users and, when required, replaced desktop
computers. Also, when necessary Installed computer hardware such as hard drives, NIC
cards, sound cards, and power supplies.
Delivered PC’s to end user's desk and went through delivery checklist to verify all necessary
applications were configured and operational.
Picked up and returned old PC equipment to designated area and prepare for disposal.
Maintained all equipment inventories through VITA asset management database.

IT Specialist / Network Analyst
Confidential 1993 - 2006
LAN administration and small LANs set up

Administered network and email accounts
Setup small LANs in remote locations
Removed and installed computer hardware components such as hard drives, video cards, SCSI
drives and SCSI controller cards.
Re-imaged desktop and laptop computers. Removed hard drives and replaced with imaged
hard drives. Maintained desktop software and hardware, and tested and ensured applications
were correctly installed and configured on the computer.
Supervised interns in the IT department
Provided help and training to agency customers.

Programmer
Confidential 1991 - 1993
End User support and Software install to help the judges and law clerks.

Modified existing Hardware and Software for end users
Installed menu system and provided options for end users
Assisted new judges and law clerks with their computer system and provided training.

EDUCATION
Confidential University, Arlington, Virginia
B.S. Computer Information Systems,
Confidential College, Alexandria, Virginia
A.A.S. Computer Science,
Confidential, Springfield, Virginia
Diploma Computer Programming.

TRAINING CLASSES / CERTIFICATES
Apr 2007 HP Certification
Feb 2005 Windows XP OS Support (MCDST)
Sep 2003 Network+ Certification
Oct 2001 A+ Certification
Jun 1994 Novell Network Administration Class

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