Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx

abc@xyz.com

Systems / Network Technician

 

Offering Advanced Skills and Record of Consistent, High-Quality Performance in Systems/Network Installation, Configuration, Upgrade, Migration, and Problem Resolution Activities

 

Quality-focused IT professional with A+ certifications plus 9 years of experience as helpdesk analyst and software/hardware support specialist. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Comfortable operating in a wide range of platforms and environments. Effective communicator; able to explain complex processes in easy-to-understand terms for end users. Skilled in proactive identification and resolution of critical systems/network issues.

New & Emerging Technologies Testing & Troubleshooting Application Administration
Systems & Network Upgrades Windows & Mac Platforms Systems Integration/Migration
User Training & Support Tools Disaster Recovery Planning Problem Identification/Analysis
Network Connectivity Issues Client Needs Fulfillment Business Process Optimization

  Operating Systems: Win95, 98, XP, NT4.0, Win 2000, Win 2003 Server, MS 2000 Server and Novell, MS Virtual PC 05, MS Virtual Server 2007.

  Various VPN clients, RSA Tokens\ACE, Active Directory, Wireless Connectivity, Remote Connectivity and backup software, Fiberlink, SFA.

  Nomadix Server and Nomadix HotSpot Gateway, Rackable Server and Linksys wireless routers.

  Citrix ICA Connection, Netilla Virtual networks, LAN/WAN Networks, TCP/IP.

  MS Access, MS Word, MS Excel, MS Outlook (2002 & 2003, 2007), GroupWise.

  Call tracking Systems Vantive, Remedy, Tivoli, Magic and Alera.

  Altiris Pc Management, Track C It Asset Management, Ghost Walk, Gprep.

 

Nth Degree, Inc., Atlanta, GA                                                                                         2007-2009

IT Support

Functioned as a member of Helpdesk & Desktop Analyst team in supporting 60 in house end users and 200+ remote and home office employees.  Managed various areas of support included broadband connectivity, account provisioning, email (Outlook, Outlook Express, Eudora, Mac email) and Windows installation, configuration, and upgrade issues. 

 

 

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Key Contributions & Accomplishments:

  Helpdesk Analyst C Supported HP thin clients, thin client laptops, laptops, desktops; MS Office 2003/07, Win XP Pro, Win Server 2k3, Win XP Pro, PE, Windows CE and Windows Vista.

  Customer Support & Satisfaction C Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company s time requirement. Turned around tense situations with irate customers into positive outcomes.

  Communications C Applied advanced communication skills toward promptly responding to user issues and documenting work performed using Track-IT database ticketing system. 

  Troubleshooting C Identified and addressed existing and potential network, Cisco WebVPN, Cisco VPN Client and wireless connectivity issues, and created proactive repairs, upgrades and enhancements for optimal results. Proficiently monitored and supported all thin client sessions on MS Virtual Server 05 over Windows Server 2k3. Resolved end user issues to completion via phone call, emails, Director s and Network Administrator s requests.

  Desktop Analyst C Served as primary lead to support over 60 in house end users. Isolated and resolved desktop, servers and notebook hardware or software issues; LAN, HP Thin Client, Thin Client Notebook, email, fax machine connectivity; Ricoh Printers 161, 2500, SP 3300 series, Lanier Printers 015spf to 238c series for LAN and Home Office, various HP all-in-ones for local and home office use series printers configuration for LAN and or hardware issues; resolved any client side OS issues related to win 95, 98, 2000, XP and Vista.

  Thin Clients C Built HP thin client t5530(Windows CE, MS Virtual PC 07), thin client t5720(Windows XP PE, MS Virtual PC 07) taking them out the box mounting brackets on both the LCD monitor and the thin client. Configured Thin Clients from a base build through sys prep then joining them to the domain then adding a user profile. Monitored and supported all thin client sessions on MS Virtual Server 05 over Windows Server 2k3.

  System Administrator C Back up support to network administrator in Windows Server 2003 environment. Managed Active Directory creating, maintaining new and current user accounts, administer permissions, groups, and group policy objects.

 

Fuji Photo Film USA, INC\Apex Systems, Atlanta, GA                                                     2006-2007

PC Support

Managed broad range of installation, upgrade, roll-out, and troubleshooting projects for Windows-based networks, with focus on providing Dell PC and Dell laptop support for Fuji Film USA Division.  Maintained full accountability for troubleshooting remote, network, printer and wireless connectivity issues. 

 

Key Contributions & Accomplishments:

  Professional Development C Expanded background knowledge in new technological trends and maintained up to date on current products.

  Problem Solving C Exhibited  critical thinking and problem solving abilities in performing remote software pushes, network and third party password resets.

Integreo, Atlanta, GA                                                                                                     2001-2005

Help Desk Analyst - E*Trade Help Desk Analyst; Hotel Net Help Desk Analyst; Brinker, Printer Technical Support; United HealthCare Customer Services Professional

Strategically defined issues and developed/executed hardware and software solutions instrumental to ensuring smooth flow of user operations.  Provided remote support to users via vpn and netilla.  Documented calls using MAGIC and routed open tickets to appropriate department.

 

Key Contributions & Accomplishments:

  Systems Upgrade C Improved stability and performance of user system and network through proactive upgrades and customizing configuration settings.

  Application Implementation C Enhanced remote access through installation and configuration of VPN, Remote Desktop, and Netilla, as well as providing remote printer technical support.

 

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MultiSoft Inc., Atlanta, GA                                                                                             2000-2001

Helpdesk Specialist                                           

Consistently promoted superior service and exceptional customer satisfaction by promptly resolving problems and conducting follow-up on analysis.  Illustrated dynamic communication talents and technical knowledge in responding to general information concerning wireless usage. 

 

Key Contributions & Accomplishments:

  Wireless & Internet C Performed various services and responded to general information concerning wireless usage.  Configured customer internet email accounts (Outlook & Outlook Express).

  100% Customer Satisfaction C Logged daily and escalated trouble tickets and conducted followed-up on analysis to ensure resolutions with customer s expectations.

 

Yokogawa Corporations of America, Newnan, GA                                                           1994-2000

Senior Instrument Technician

Steered broad range of technical functions, including performing evaluations, upgrading instrument, troubleshooting and repairing all Yokogawa s programmable and Data Acquisition products, demonstrating exceptional multitasking and prioritizing abilities.  Effectively handled the assembly and modification of Yokogawa s Yew Flow Meter Products, ensuring strict adherence to customer s specifications.  Contributed customer service skills in providing repair estimates, cost of new products and technical support.

 

Key Contributions & Accomplishments:

  Calibration Technician C Assembled and modified Yokogawa s Yew Flow Meter Products to customer s specifications.

  Bench Technician C Repaired all Yokogawa s programmable and none programmable test and measurement instruments.

 

Additional Experience

 

US Army, Redstone Arsenal, Redstone, AL

AAS Electronics Technology - DeVry University, Decatur, GA

Windows Server 2003 and 2008 Classes for MCSA Certifications (In Progress) - New Horizons Dunwoody                                                                    

A+ Certification Training - Integreo / Zavata Training Room, Atlanta, GA

Certified Help Desk 2000 Professional (CHDP) - STI Knowledge, Atlanta, GA

Network Specialist - North Metro Technical College, Acworth, GA

Electronics Training - Military

 

 

 

 

 

 

 

 

 

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