SUMMARY:

• A very dedicated, disciplined, and professional individual that is currently seeking a full - time position.
• In a Desktop Engineering or System Administration role that is a direct hire position in the Information Technology industry.
• In this position I hope to utilize the skills I have acquired in Network Support, Application Support, Desktop Support, System Administration and Process Implementation over the last 5 years to continue to drive my career forward.

SKILL:

• Configuration of Routers and Switches
• Computer Hardware / Repair (HP, Toshiba, IBM Laptops and Desktops)
• Computer Networking
• Network Standards and Protocols (DNS,DHCP,VOIP)
• Structured Cabling
• Concepts of Programming (Batch Files, VBScript)
• Troubleshooting VPN issues
• McAfee EndPoint Encryption
• VMWare
• Windows XP
• Windows 7
• Windows Server 2008 R2
• Windows Server 2012
• Active Directory
• Microsoft Exchange
• Terminal Services ( Remote Desktop)
• Microsoft Office Suite 2003, 2010 and 2012
• Database - SQL

WORK EXPERIENCE:

Confidential, Indianapolis, IN.

Confidential

Desktop/PC Support Specialist

Responsibilities:

• Desktop Support in a Windows 7 environment
• Troubleshooting Network Incidents
• Imaging Desktop Computers for the environment
• Properly documenting and resolving every ticket that is placed in my queue or escalating the incident to the appropriate team for resolution.

Confidential, Greencastle, IN.

Confidential

Support Executive

Responsibilities:

• Desktop Support in a Windows 7 environment
• Wireless handheld barcode scanner troubleshooting
• Application/ Network/ Desktop/ Laptop/ Terminal/ Printer Troubleshooting
• Network Support for the manufacturing environment
• Replacing unracking and inventorying Cisco Catalyst switches
• Asset Management
• LANDesk Imaging of computer hardware
• Desktop Engineering for Wyse Terminals, Laptops, Desktops
• Windows Server Maintenance

Confidential, Indianapolis, IN.

Confidential

Confidential

Desktop Deployment Technician

Responsibilities:

• Migrating Desktop and Laptop computer from Windows XP to Windows 7
• Insuring all user data has been transferred over to their new computer/hard drive
• Configuring the user’s profile confirming software is setup correctly (Office Suite, Outlook, Printer Drivers, and VPN software)
• Logging and Closing ticket in ServiceNow based off of ITILv3 policies and procedures to show has been complete per SLA
• Installing User Equipment (Laptop, Docking Stations, Desktops, Monitors, Keyboards, Mouse and Security Cable Locks.
• Training of End User’s on Lilly specific software
• Imaging computers for End User’s Prior to Deployment.
• Recording Make, Model, Asset Tag, Serial Number of all transaction s into the Central Asset Management System Database
• Managing and training a group of contractors to complete the work for the specific day and ensure that the contractors are completing the work correctly.
• Break/Fix for Laptops and Desktops.

Confidential

Confidential,

Help Desk/ Desktop Support Technician

Responsibilities:

• Logging all incident requests in Sharepoint for Ticket Tracking
• Troubleshooting and Diagnosing Software/Hardware/ Network issues.
• Configuring Workstations for end - users
• Configuring Backups of user machines
• Routing Tickets to the appropriate person IE. DBA, Network Engineer, IT Manager
• Setting up End- Users to access their email from their phones (Apple iOS, Android devices)
• Creating documentation for all trouble incidents

Confidential, Indianapolis, IN

Confidential

Help Desk Administrator

Responsibilities:

• Desktop Support for homeoffice employees
• Installing software, updating windows XP and 7 machines.
• Troubleshooting network issues.
• Imaging computers for new hires and field employees.
• Upgrading Windows XP machines to Windows 7
• Configuring Primary and Backup Cradlepoint routers
• Creating documentation for known issues.
• Managing of Backup tapes for the Exchange server and SQL Databases.
• Creating new users in Active Directory and applying the appropriate permission to their account.
• Setting folder permissions for employee’s to access specific resources on the network.
• Answering phone calls from Remote properties and troubleshooting there network issues/application issues.
• Password resets in Active Directory and Web based application software
• Ordering equipment for the properties (Laptops, Desktop, Cradlepoint Routers)

Confidential

Confidential, Indianapolis, IN

Tier 1 Service Desk Analyst

Responsibilities:

• Troubleshooting Network and Application Issues
• Documenting Incident/ Tickets
• Answering Phone Calls, Answering Chats, and Responding to Self-Service tickets
• Supporting Windows XP and Windows 7 machines

Confidential . Carmel, IN

Tier 1 Help Desk

Responsibilities:

• Responsible for general network troubleshooting - checking to see if computer’s have access to the internet, if they don’t have access try to determine what the issue is by means of command prompt commands (ipconfig - determines if PC is obtaining an ip address, Ping - determines if you can reach a specific destination on the network. DNS Flush - Ensures DNS is clean and refreshed, making sure there is an Ethernet cable connected to the PC
• Responsible for general application troubleshooting (removal, installation and upgrading)
• Managed Active Directory account setups and password resets
• Followed up with customers to ensure their issues get resolved