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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Profile of Qualifications


         Over 25 years of experience providing hands on technical support in fast-paced environments.

         Possesses in depth knowledge of mobile devices, Crestron remote units, Polycom video conference systems and BMC footprints call ticketing system.

         Expertise in troubleshooting and utilizing strong hardware/software knowledge to resolve issues.

         Recognized for establishing an in-house HP LaserJet Printer repair/maintenance program for 210+ printers, eliminating the need to call 3rd party vendor for repairs.

         Strong interpersonal skills, key to explaining complex technical concepts to end users.


Professional Synopsis


Legal Aid Society, New York City                                                1999-Present

Desktop Support Technician

         Provide key technical support, with associated responsibilities including password resets, hardware maintenance and performing basic troubleshooting.

         Appropriately escalate issues to management; prioritize tickets in order of importance.

         Utilize in depth knowledge of LAN, TCP/IP, DHCP and DNS connectivity issues to successfully troubleshoot issues.

         Serve as team lead on 25 site PC/laptop/MFP/SFP refresh project, servicing 2500+ users.

         Responsibilities include setting up A/V equipment, configuration of HP/Konica MFP/SFP devices and performing asset management audits.

         Successfully build and support Windows 2000 and 2003 servers.

         Administer Nortel PBX via OTM and Nortel Call Pilot voicemail system, Citrix and Blackberry Enterprise Server (BES).

         Contribute extensively to on time completion of IT projects.

         Provide support to Windows 2000 and 2003 servers.

         Received multiple merit based promotions due to strong technical skills.

         Ran and crimped Cat.5e cables.


The Sumitomo Bank Ltd., New York City                                   1988-1999

Desktop Support Technician (1998-1999)

         Utilized strong IT knowledge to perform various tasks, including software maintenance, desktop configurations and hardware installations/troubleshooting.

Senior Telex/Swift Operator (1988-1998)

         Provided key technical support, including troubleshooting and system support, as well as input of Swift, Telex and Lease traffic.

         Conducted thorough training for junior associates.


Drexel Burnham Lambert Trading Corporation, New York City               1986-1988

Communications Operator

         Assumed key role transmitting foreign and domestic communications; formed positive relationships with multiple business units.


Education & Professional Development


Microsoft Certified Professional (MCP)

Citrix Certified Administrator (CCA)

CompTIA A+

Associate Degree in Computer Science, Kingsborough Community College, Brooklyn, New York; 1982

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