yyyyyy x. yyyyyy

(xxx-xxx-xxxx • abc@xyz.com

 

 

enthusiastic leader with 18 years experience and multiple it credentials eager to offer talents in network administration / security, troubleshooting, and end user relations toward maximizing an employer s success.

 

profile of qualifications

 

         out-of-the-box thinker who offers comprehensive skills to initiate creative it strategies and enjoys complex, multifaceted assignments which necessitate the demonstration of a proven, collaborative pool of technical abilities.

         top performer who provides continuous it improvements spanning a range hardware / software to boost efficiency, along with contributing solid proficiencies in close partnerships with managers and clientele / end users.

         ambitious self-starter who plans, prioritizes, and completes tasks within high-pressure, deadline-driven situations.

 

professional synopsis

 

 

         apply dynamic analytical talents toward providing support of it infrastructures, hardware, software, and networks, including documenting and tracking network-related issues, and escalating issues to appropriate support groups.

         build and deploy various new laptops and desktop pcs; install software to desktop pcs via altiris client; and deploy updates, service packs, and hot fixes using windows update, automatic updates, and group policies as required.

         use rights / permissions, disable / enable accounts, handle file / folder permissions, and configure security templates.

         interface among vendors to resolve technical challenges with desktop computing equipment and software.

         perform upgrades, installation of software and drivers, and essential desktop troubleshooting.

 

 

         utilized broad scope of it knowledge toward serving as 1^st point-of-contact for internal customers in the resolution of technical support requests, including maintaining accountability for level 1 problem isolation, research, diagnosis, and resolution for it infrastructure, hardware, software, network, and / or desktop productivity tools.

         effectively used remedy action request system to document, escalate, and track issues resolution, along with escalating issues to appropriate 2^nd and 3^rd level support representatives as necessary.

 

 

         contributed strong communication skills toward promptly responding to and resolving internal calls from all levels of customer care representatives and 3^rd party resource desks, including providing detailed troubleshooting and educational support in areas of billing, roaming, systems, equipment, and network-related issues.

         submitted trouble issues to technical operations, national support center, and billing teams as appropriate.

         optimized organizational efficiency by tracking and reporting technical trends and problems.

         trained and mentored new hires to ensure seamless technical support processes at all times.

 

 

         expertly maintained various telecommunication networks (i.e. lan / wan, ethernet, token ring, ibm, as / 400, infotron t1, hp 3000, amps voice communication networks), along with demonstrating an ability to log into and / or display configurations for cisco routers (i.e xxx-xxx-xxxx ) and catalyst switches (i.e. 5000, 2800, 1900).

         provided 1^st level support for network help desks, and tracked network problem history with top 10 reports.

         created and organized procedures for a help desk manual; resolved diverse password problems (i.e. synchronizing, changing, and unlocking accounts); and placed targeted calls to vendors when hardware required repairs.

 

certifications & technical summary

 

certificate in computer repair & operations                                                                                                   ics learning center

 

comp tia security • comp tia a+ it technician • comp tia a+ remote support technician

win 7 configuration mcts • win server 08 active directory • tcp / ip concepts

 

cisco routers • active directory • ms office suite • sap • tn 3270 • outlook • windows 95 / 98 / 2000 / nt / xp / 7

netview • tivoli • nt server administrator • visio • crystal reports •remedy • pdas • pc anywhere • vpn • sms carbon copy • snapshot file restorers • mainframe nvas / tso / ims / cics / avrs / vps • altiris • help desk certified