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Lead Computer Operator/help Desk Support Resume

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Reston, VA

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TECHNICAL SKILLS

  • UNIX,
  • DOS - E, VM, JES 2/3, MVS, UCCI (IMS) DOS
  • WINDOWS NT, WINDOWS XP, WINDOWS VISTA, WINDOWS 7
  • MICROSOFT OFFICE 2003, 2007, & 2010 (Outlook, Excel PowerPoint)
  • Data General, TANDEM, H/P, SUN, PRIME, IBM, OS/400, LEGATO
  • Lotus Notes 8.5.2
  • VMware Fusion
  • Norton Ghost
  • Adobe Reader/ Acrobat Professional
  • Remedy Ticketing
  • Remote applications: Bomgard, Teamviewer, MS Communicator
  • Dell Laptops and PC (Optiplex, Inspiron, Latitude, etc)
  • HP LaserJet printers (4750, 4450, 2320mfp, 4730mfp, 5550, etc.)
  • HP/Compaq PC’s and Laptops (
  • Brothers Faxes and Label Makers
  • Cisco IP phones (7965)
  • Blackberry (e.g. Torch, Storm)
  • Audio/Visual setups
  • Network and Router (CAT 5/6) setups

EXPERIENCE:

Confidential

Lead Computer Operator/Help Desk Support
  • Managed deployments and migrations from Windows XP to Windows 7 & Windows 10
  • Effectively resolved post deployment helpdesk tickets in a timely manner
  • Provide local desktop support for the Washington, DC office installing, configuring, and diagnosing, optimizing and upgrading/re imaging workstations and laptops.
  • Install software (Office 2007 - 2010; Adobe; SEP; SQL 9i, Oracle 11g, etc.)
  • Occasionally, provide remote phone support to users by installing, setting up and troubleshooting Windows7, and Windows Vista, and Microsoft Outlook.
  • Update Remedy ticketing system with incident details and resolution
  • Create Asset tickets in Remedy ticketing system when workstations are replaced to for inventory tracking
  • Troubleshoot issues with; TCP/IP, VPN access, network settings for internet and intranet connections.
  • Add users, and disable users and machines on Active Directory.
  • Add, Remove, and rename workstations to the Domain using Active Directory.
  • Provide Blackberry support and setup(installing desktop software and syncing email accounts)
  • Map users to network drives and printers
  • Troubleshoot and repair network printers and install scanners
  • Configure Lotus Notes 8.5.2 and setup thumb drives for offsite access for Notes users

Confidential, Reston, VA

Lead Computer Operator/Help Desk Support

  • Answer calls from customers regarding wireless services, sales, and billing assistance.
  • Provided advanced technical support for wireless data services
  • Monitored Tivoli a master console for multi-vendor systems to ensure continuous system availability of all on-line system performance tools such as: Tandem, Prime, & Vax
  • Provided new hires training and trained existing staff on various applications.
  • Provided systematic instructions on the installation and configuration of wireless software on
  • Microsoft and Lotus Domino servers to work in conjunction with PDA's, Blackberry handheld devices, Palm devices, Smart phones and other wireless phones.
  • Provide basic hardware and software support during the installation of programs and integration of wireless connections, email reconciliation and synchronization.
  • Work as a senior specialist representing operations on systems interfacing with wireless office devices.
  • Worked closely with beta customers' and engineering teams to help ensure timely and successful deployment of future data software and wireless data devices.
  • Updated tracking tickets using Remedy.

Confidential

Computer Operator

  • Maintained and updated Defense database information
  • Established various reports as requested using Unix
  • Provided technical support to Program Analyst and programmed the JCL (Job Control Language), JES 2/3, and MVS for COBOL
  • Lead Operator to provide technical support for Confidential email users world-wide
  • Operated DOS-E Operating system, OS/400

Shift Supervisor

  • Supervised a team of (7) military and civilian workers
  • Prepared work schedules
  • Completed performance appraisals
  • Coached and disciplined team members
  • Prepared and reviewed job standards and operation procedures

Supervisor of Keypunch Operations

  • Maintained and updated database information and
  • Prepared job standards and work performance ratings
  • Trained employees
  • Ran reports on Mainframe system

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