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Desktop Administrator Resume

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Mechanicsburg, PA

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Value Proposition: Applies a sense of urgency, business understanding and technical competency to solving business problems, proactively indentifying and eliminating root causes to minimize business impact.

IT Infrastructure Management Professional
Hardware, Software, & Business Service & Support

  • Successful Information Technology career with rapid advancement based on results, attitude, and initiative.
  • Proven history of resolving business problems and technology issues.
  • Results-driven professional with strong communication (verbal, written, and presenting) abilities.
  • Certification in many strategic and standardized areas of technology.
  • Developed proficiencies in the following areas:
    • Operating Systems: Windows 95 - 2008 and Windows Server 2003 & 2008
    • Networking: Token Ring/Ethernet/Wireless/Dial-up/NT Domain/ Active Directory
    • Applications: MS Office 97 - Office 2010 including MS Outlook/Exchange | IE 6 - current | Lotus Smartsuite | MS SMS | MS WSUS | MS SCCM | Citrix Metaframe/PNAgent/XenApp | Norton AV | McAfee AV | Symantec Ghost | MDT | Remote Desktop | Dameware | NetMeeting | Live Meeting | MS Communicator/Lync | Active Directory | Remedy | HEAT | PointSec | McAfee Endpoint Encryption | RSA Security | Numerous homegrown applications also supported
    • Customer Service and Relationship Management | Quality Assurance | Communication skills | Proven Leadership skills
    • Certifications: Certified Help Desk Professional (CHDP) | Comptia A+ and Network+ Certified

PROFESSIONAL EXPERIENCE

Confidential, Mechanicsburg, PA - 07/01/2003 to 12/07/2012
Information Technology System Support and Customer Service

Desktop Administrator

  • Support over 1,000 users and 3,000 devices on an Infrastructure running Active Directory on an Ethernet and Wireless LAN/WAN as a Desktop Administrator in PA. Also supported remote offices and other locations across the country in our enterprise.
  • Point of Contact for Ritter Road facility which contains 400+ users and 600+ pieces of equipment.
  • Deploys a wide variety of skills daily to quickly resolve network connection issues, PC software and hardware, printer support and propriety business applications (web-based, Citrix based, and local) with a focus on delivering excellent customer service.
  • Accountable for creating, updating, maintaining and distributing Standard Desktop images using Symantec Ghost.
  • Accountable for Asset Tracking.
  • Supports all hardware; Gateway, HP, Dell & HP laptops, HP thin-clients, Blackberry PDA\'s, HP Canon, and Sharp printer/copier/fax machines (network and direct-connect), VDI\'s, and VPN, Ethernet, Wireless, and dial-up connectivity.
  • Accountable for all training rooms with PC\'s, printers, network connections, and projection units.
  • Used Helpdesk Best Practices to offer many suggestions to Delta management with the deployment of a new Helpdesk strategy, structure, and model.
  • Expanding networking and systems engineering skills by volunteering my free time to work with the Network team and Systems Engineers on special projects along with self-training and studies.
  • Knowledgeable with permissions and security.
  • Installed and used IP based KVM\'s, non-IP based KVM\'s, installed network printers and configured, and built server racks.

Confidential., Mechanicsburg, PA - 03/2001 to 06/2003
Information Technology Solutions Center and Customer Support

Helpdesk Professional

  • Provided tier-1 and tier-2 customer support to outsourced clients focused on desktop, OS, applications, peripheral devices, etc.
  • Supported 23,000 clients and over 30,000 devices for the Department of Public Welfare for the state of Pennsylvania.
  • Successfully troubleshot and fixed problems with hubs, routers, PC\'s, servers, and networks.

EDUCATION

Certificate in Computer Information Systems | Confidential College,

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