Highlights of Qualifications:
* Microsoft Certified Desktop Support Technician (MCDST)
* Microsoft Certified Professional (MCP)
* CompTIA A+ Certified
* 9 years in the IT support field
Software:
* Install and configure Microsoft operating systems
* Install and configure Mac OS 10.4 and above
* Have installed and configured most COTS products as well as a multitude of
custom applications
* Remedy v6
* BMC Remedy v7.1.00
* Active Directory
Network:
* TCP/IP, PPPoe, DNS, DHCP
EDUCATION AND TRAINING
Cumputeach
Conshocken, PA
Completed Networking Basics (CCNA) course 11/2007
York Technical Institute
York, PA
Associate Degree in Specialized Business
Major: Computer Systems Specialist
Graduated: July 2000
* Successfully completed intensive classroom and hands-on training program in
computer software, hardware, and network systems
* Acquired extensive training of operating systems, programming, database
applications, hardware, peripherals and business practices
Microsoft Certified Desktop Support Technician (MCDST)
Microsoft Certified Professional (MCP)
CompTIA A+ Certification
ITIL Foundations Certified
WORK EXPERIENCE
CNSI
Suitland, MD Jan 2009 to present
Contracted to the Department of Commerce, Suitland MD
* Assisted in the setup and implementation of the Decennial Operations
Technical Support help desk for the 2010 census.
* As Callfinity Administrator I assisted in the setup, implementation,
updating, and support for the Interactive Voice Response (IVR) and Automatic
Call Distributor (ACD) for the Callfinity system.
* As BMC Remedy Administrator for v7.1.00 I am responsible for account
management and troubleshooting remedy issues.
* As Remedy Queue Monitor I am responsible for the proper routing of tickets
for the DOTS 2010 Help Desk and the assignment to help desk agents.
* Backup Team Lead On an as needed basis I manage up to 20 help desk agents.
TechTeam May 2008 to Jan 2009
Rockville, MD
Contracted to National Institute of Health
* Lan Technician at the National Institutes of Health, Office of the Director.
Responsibilities include end-user desktop/network support in both local
and remote locations.
* Administer user domain accounts and support desktop computers. Support
includes hardware, software, printers, network, and connectivity troubleshooting.
* Operating System Support includes Windows 2000/XP/OS X.
* Software Support includes but not limited to: Office XP/2003 suites, Exchange
email, Parachute/iPass dial-up, McAfee AntiVirus, Altiris, WinZip,
FileMaker Pro, WordPerfect, AdAware, Adobe Acrobat, Blackberry Desktop Manager,
Cisco VPN, Real Player Enterprise, Citrix ICA client, and various
NIH specific applications.
* Hardware support includes mostly Dell PC’s, HP Printers, and Toshiba
Laptops.
* Remedy Action Request System v6 is used for trouble ticket tracking.
* Provide leadership to less experienced Help Desk personnel.
Alvernia College
2005 to 4/2008
Reading, PA
Help Desk Support
* Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and
in-person requests for assistance from faculty, staff, and students
experiencing problems with hardware, software, networking, and other
computer-related technologies for PC and Mac based systems.
* Complete new PC setup with data transfer
* Provide Tier 1, 2, and 3 support
* Volunteered to be the single point of contact for all Macintosh related
upgrades and issues for the entire college.
* Create and restore backups via Norton Ghost
* Install and troubleshoot for hardware/software
* Provide software and hardware recommendations
* Troubleshoot network connectivity issues, ethernet and wireless
* Provide support for HP desktop and network printers
* Manage network accounts via Windows Active Directory
* Setup and support Outlook and web based email
* Perform routine refreshes
* Call software and hardware vendors to request service regarding defective
products.
Armstrong World Industries
2005 to 2005
Lancaster, PA
Desktop Support
* Assisted desktop Support Team
* Responsible for providing level 2 help desk support for the entire campus
* Accountable for the setup and deployment of new Dell laptops, desktops and
printers, as well as Microsoft Software * Manage Active Directory,
Resolved tickets assigned using Peregrine Remedy, Norton Ghost, Remote Desktop,
and others
Johns Hopkins
2004 to 2004
Baltimore, MD
Desktop Support
* Contracted to Johns Hopkins in Baltimore (through Ociter Enterprises) to
assist the Desktop Support Team
* Responded to user questions/problems and resolved via personal visits
* Assisted in the setup and removal of servers
* Windows XP migration of 800+ desktops and laptops
* Facilitated new printer and PC/laptop installation
Earthlink
2003 to 2003
Earthlink, Inc., Harrisburg, PA
Technical Support Representative
* Assisted Dial-up, Cable, ADSL, and Blackberry Wireless device customers with
first time installations and home networking solutions
* Provided technical support for customers with connectivity issues
* Obtained comprehensive knowledge of Microsoft Windows OS, MAC OS, drivers,
networking TCP/IP, PPP protocols, and an extensive knowledge of
PC hardware and software through a combination of education and relevant
experiences
Smart Source
2001 to 2002
Lititz, PA
Desktop Support Technician
* Installed IBM laptops and desktops.
* Installed and configured software as Pfizer specific applications, Microsoft
Outlook, Microsoft Office 97, RAS
* Performed Helpdesk duties
TMP Worldwide, formerly System One (Assigned to Hershey Foods)
2000 to 2000
York, PA
PC/Network Technician
* Responsible for refreshes on over 5000 Dell desktops and laptops
* Documented entire process for each machine
* Performed Helpdesk duties using Remedy |
