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Desktop/IT Support Specialist/Analyst with expertise as a telephone and VoIP repair technician and installer.
Supported hundreds of end users, both on-site and remotely, with maintaining networks and systems.
Led network cable installation and troubleshooting of Local Area and Wide Area networks (LAN/WAN).
Administered, optimized and supported multi-platform LAN/WAN infrastructures.
Operating Systems: Windows XP and 7, and Macintosh OS.
Windows Networks: Active Directory; NTFS Permission; and LAN Desk and LANDesk Management Suite
Servers: Windows Server 2008 and Blackberry/iPhone Enterprise Server
Software: Microsoft Office Suite and Visio; Adobe Acrobat Professional; TeamViewer; Track-IT!; Citrix; and Symantec Ghost Local
Remote Support: GoToAssist; pcAnywhere; and Dameware NT Utilities
Protocols: DNS, DHCP, WINS and TCP/IP
Routers and Switches: Cisco Unity VoIP Telephone
Security: RSA SecurID Tokens
Tools: Web & Printer Server Set-Up
Advance Communication Technician L5 Engineer, Comcast Corp. 2002-Jan. 2016
Provided second level support for Windows 7 and Microsoft Office 2010 Professional Suite to more than 1,000 end users, most of whom were remote.
Designed and maintained hardware and software supporting the computer networks of small business clients.
Installed and troubleshooted specialized software as well as third party applications.
Identified and resolved problems with laptops, desktops, peripheral devices, iPhones and other handhelds.
Setup and configured the Windows 7 operating system for deployment using SCCM and Landesk tools.
Installed or resolved issues with VoIP telephone systems, as well as video security systems and alarms.
Led installation, configuring and problem solving of Cisco switches and routers and a virtual private network.
Troubleshooted Local Area Network (LAN) and Wide Area Network (WAN).
Supported network administrators with patching end user network ports; manually rebooting servers; installing network cables; and mounting servers, switches and other network infrastructure.
Oversaw inventory and supervised the supply process, including the acquisition and deployment of products.
Managed daily system backup using tape library and support data encryption.
Supported video conferencing for Global Meeting using Polycom and Cisco devices.
Created Virtual Machine and deployed to respective VLAN.
Developed, changed, added or deleted end user accounts, or applied access codes.
Desktop Support Specialist, New Hope-Solebury School District (Contractor: Tek System) 1999-2000
Promoted from Help Desk Agent to Desktop Support Specialist for completing 90% of first tier support trouble tickets on first attempt.
Provided technical support to more than 50 end users and technicians.
Troubleshooted problems with desktops, laptops, printers and peripheral devices, as well as handheld and mobile devices, on Windows 7 operating system.
Imaged and configured systems and accessories such as docking stations, wiring and network ports.
Set-up Cisco provisioning phone (IPT) and voicemail systems for end users.
Installed, serviced and maintained software and third-party applications.
Scanner and Network Technician, Paytrust.Com 1997-1998
Identified and resolved problems with scanners, servers, hardware and software.
Built servers and installed and configured IP Gateways.
Bachelor of Science (BS), Information Technology, Pierce College Philadelphia, PA
Installation & Troubleshooting Certificate, Virtual Private Network, National College of Technical Instruction
Excellence in Customer Service Diploma, National College of Technical Instruction
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