Xavier D Henderson

123 N.2nd St. Apt.202	
Easton PA 18042
Phone: (201).681.2791
Email: [Send email using form at bottom]

OBJECTIVE: I am currently working towards obtaining the CompTIA A+, Network +
and Security + certifications. I looking to utilize my current skills to support
my goal of being a multi-certified computer networking professional. I’m hoping
to have all three certifications within the next 6 months.

QUALIFICATIONS
I am resourceful, adapt well to changing circumstances. I think strategically
under pressure, and work effectively with others. I possess excellent customer
service skills, with the ability to ascertain information, and maintain dialogue
with the customer. I am able to set customer service standards and develop
guidelines. I possess a strong work ethic and a desire for a variety of
challenges. I am able to work independently and prioritize effectively while
providing status to a manager. I possess an excellent understanding of all
Microsoft operating systems and applications with strong software and hardware
troubleshooting skills. 

SOFTWARE PROFICIENCY
Microsoft XP Professional, Microsoft Exchange Server 2000, Windows Server 2003
Active Directory, Lotus Notes 6.5, RSA Access Manager, Cisco VPN client, Citrix
Server, Veritas Backup Exec 10, BlackBerry Enterprise Server, Go-To-My-PC, 
SOFTWISE, Microsoft Office 2003, Corel Word Perfect, MS Outlook 2003, Market
Data, Adobe Writer, SMS, Norton Ghost ver.14, Novell 4, MAGIC Helpdesk, Track IT,
Desktop Authority, SAP, E-Time, Siebel CRM and numerous third party
applications.

EMPLOYMENT
2007-2008	Instructor, Pennsylvania School of Business
Teach in a classroom computer hardware and software
repair/installation/troubleshooting in preparation for the A+ certification exam.
Also teach setting basic to advanced Windows XP and MS Office Suite software
package to the ‘Business Administration’ students.

2006-2007	Helpdesk Analyst, Curtis Mallet-Prevost LLP
80% phone support 20% desktop support of 300+ international users. Provide staff
with how-to support, troubleshooting, installations, inventory and maintenance in
Windows 2000/XP environment. Microsoft Office 2000/2003, iManage, Citrix,
FileSite, UNIX, LMS, Legal Key, Adobe Acrobat 5, Desktop Authority. Configured
and assigned ‘Blackberry’ devices. Printer setup and desktop break and fix.

2004-2006	Desktop Support, Consultant
Consultant for various clients including Tiger Info Systems, Principal
Residential Properties, Convington & Burlington Law offices, Man Power
International, C3i Inc. Provided 2 Desktop Support, migration and system
integrations (Corel to Microsoft, CC Mail to MS Outlook, and Novell to Windows).
Support via phone and remote access software. Resolved network connectivity,
emailing, PDA syncing, laptop login and hardware failure issues. Performed
hardware and software rollouts using Norton Ghost ver.6. Installed and configure
third party software. Tracked/logged calls through the use of various call
tracking systems such as Siebel CRM.  I also provided desk side user support and
training. 

2001-2003	Desktop Support, FCH&S Law
XP Professional, MS Exchange 2000 installation and accounts/policy
administration, Veritas Backup Administration, SOFTWISE support, Citrix support,
Blackberry support, new hardware rollouts using Norton Ghost 2003 and server
rollouts. Implemented and administered a helpdesk for 500 users in 3 WAN sites. 
Setup and supported ‘remote access’ and ‘virtual private networks’ for home
users. Cabling and administrating Cisco routers and SAN Servers.

1999-2001	Desktop Support, Consultant 
	Corel to Microsoft, CC Mail to MS Outlook, Novell to Windows migration and
system integrations. Hardware and Software rollouts using Norton Ghost ver.6.
Resolved software and desktop issues escalated from Level 1 helpdesk.

1997-1999	Tekline Analyst, UBS (PaineWebber)
	Phone and remote access support for desktop, Market Data and Telecom issues
from UBS international branches via from the home office call center. 

1996-1997	Desktop Support - Trainer, Consultant 
Hardware repair, software installation and training for various companies
including New York State’s Administration and Children Services (ACS).
Implemented and maintained a first level helpdesk. 

1995-1996	Point-Of-Sale Tester, Petrie Retail Inc 
Point-of-Sale software, testing and remote upgrades for national Petrie retail
stores. 

EDUCATION
	1994-1995	Electronic Technology, Dover Business College
1990-1994		Business, Dickinson High School