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HELP DESK SUPPORT
Technically astute IT professional
with strong experience providing help desk support to corporate clients across
diverse industries. Recognized for ability to coordinate special projects.
control budgets, manage the purchasing of hardware and software, supervise
technical teams, and to translate technical jargon into non-technical terms.
PROFESSIONAL EXPERIENCE
Company One, Town,
US
date to present
Tier I Help Desk Technician
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Provide
local and remote desktop support for corporate headquarters
and 14 satellite locations.
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Assisted in Implementing a Help Desk
Support Department and Data Recovery Center.
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Planned and managed the upgrade of
150 workstations to Windows 2000 and MS Office Suite.
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Reduced the need for outsourcing
technical repairs at a cost savings of $12,000.
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Led the company-wide installation
and configuration of commercial and proprietary applications.
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Established formal lines of
communication for project teams including
pagers and messaging boards.
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Assisted in transitioning the
company from an AS400 to ERP system involving critical data migration.
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Reduced technical resolution
turnaround time from two weeks to same day.
Company Two, Town,
US
date to date
Tier II Help Desk Support Technician
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Performed desktop support to over
475 employees in person and by telephone.
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Trouble shot network connectivity,
network printing and user access issues.
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Planned, developed, and led
interactive skill-building software training classes for clients and personnel.
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Provided software training on an
individual and small group basis within a classroom setting.
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Played a key role in ensuring a
proficient workforce and significantly reducing system downtime.
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Built and maintained computer
systems and performed memory upgrades.
TECHNICAL EXPERTISE
Operating Systems / Mainframes
Windows XP/2000/NT/98/95, Microsoft
Exchange, Novell, DOS, TCP/IP, UNIX; ERP
Software / Tools
MS Office Suite 2000/2003 (including MS Publisher and MS Access);
Blue Ocean Software Trackit, Lotus,
Symantec Ghost, Symantec PC Anywhere,
Mcafee Antivirus, Intellireach Anti-Spam
Windows/Netware Environment
Novell administration (troubleshooting
login issues, monitoring printers, monitoring server stats);
maintaining virus software and network
backup software on Windows.
EDUCATION
Community
College
A.S., Computer Science
CERTIFICATIONS
Microsoft Certified Professional
Master Microsoft Office User Specialist
Certified Technical Trainer
Customer Service Specialist
CompTia A+ Certified
CompTia Network+ Certified
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