Technical Service Associate Resume
TIMBERCREST DR. &#; FORESTVILLE MD.
PHONE E-MAIL
SHARON HALL
SUMMARY OF QUALIFICATIONS
Seeking full time employment. Tier - experience. LAN/WAN PC environments, Mainframe experience. A+ certified. Network + course. Windows XP, , Windows , Windows , Microsoft NT ., Desktop and basic Admin Skills. Active Directory, P-synch. Microsoft Office XP, , Office , Office , Microsoft Outlook, Dos, Help desk ticketing programs used Magic, Mcaffe, DP umbrella, and Vantive. Internet Explorer, Remote software, Dameware, PC Anywhere, Netmeeting, HP Printers, knowledge of Data General Mainframes, Modems and Network Cards. Phone skills, Typing skills, CD duplication Xerox Machines, Fax machines, Scanners, Laptops, and Software Installation. Certified with Dell desktops and Dell Latitude laptops. Expecting to take the Network + exam in a couple of days. Willing to get certified in whatever area is needed for the position.
WORK EXPERIENCE
EMC Corporation
Technical Service Engineer
/ to /
Support proprietary software related to Document storage. Conclude if issues are related to the proprietary software or if the issue is with and OS or Database and then troubleshoot accordingly. Investigate Permissions issues with the product or OS permissions. Provide telephone based and electronic technical support (via Email) to customers. Escalate to Engineers and Developers when necessary. Maintain customer and case follow up through the use of peoplesoft software. Document all case activity. Respond to customer and bring calls to a close in a timely manner. Contribute to the development of Support Notes for the knowledge base. Support customers in a positive and professional manner.
Riggs Bank
Senior Help Desk Support
/ to present
First tier troubleshooting of Windows XP environment. Support Proprietary Bank applications. Knowledge of Active directory. Mainframe administration. Microsoft Outlook configuration. Troubleshoot Desktop, Network, Bank or, Telecom related issues. Escalate to proper group when needed. Open and Track tickets using Magic ticketing software. Support all branches in the metropolitan area.
Office of the Comptroller of the Currency
Senior Helpdesk Support
/ To /
Senior Help Desk Support. Provide first and second Tier troubleshooting. Support the Windows Operating System, Microsoft Office and Microsoft Outlook . Also support banking software created for the client. Worked with a team of eight to support a customer base of . Our group was the escalation group for smaller helpdesks in different states. Troubleshoot hardware and software problems over the phone or retrieve for in house repair. Assist with Setup of Laptops for new distribution. Use of McAfee ticketing software. Reset LAN passwords and unlock Accounts using Active Directory and manipulate printer ques. Provide Mainframe passwords resets. Escalate tickets to Network group, Telecom group or Depot as necessary. Test or install standard Ghost Loads. Assist with maintaining the Knowledge Base
Wang Global Corporation
Senior Helpdesk Support
/
Prior to Wang acquiring I-net worked with one other person on a Helpdesk supporting people. After acquisition of I-net individually supported a staff of about people. Provide for first and second Tier troubleshooting. Troubleshoot Hardware, Software and Network problems and cabling problems. Open tickets using DP umbrella . and Vantive. Escalate tickets to the Network Administrator or the Telecom group when needed. Follow up with customer. Load and distribute Laptops. Maintain Inventory of Hardware. Assist in ordering new parts as needed for Hardware. Create and delete Network accounts. Support Windows NT ., Win environment. Microsoft Office and CC Mail support. Password resets.
Syscon Corporation
Computer Operator/Senior Help Desk Support
First and second tier support over the phone and Offsite. Interface with Department of Justice Attorneys and personnel. Visit Off site locations for installation and troubleshooting of hardware or software and Network problems. Assigned to offsite locations on rotation basis. Ran daily, monthly, and weekly backups and restores for each site on a rotation basis. Create, Delete and Add user Accounts as needed. Escalate to technical Engineers when needed. Dispatched calls to technicians for repair. Follow up with customers. Windows , Microsoft Office and AS Mainframe environment.
Down Rail Trak Associates
Computer Operator
Managed the Mainframe Computer. Run batch requests. Print statistical reports. Kept log of all daily activity in the Computer room. Monitored computer room environment. Troubleshoot End user problems over the phone and in person. Create and Delete user accounts. Performed Daily, Weekly, and Monthly backups, and restores when necessary. Prepared Computer disks for offsite storage.
PROFESSIONAL MEMBERSHIPS
Comptia A+
EDUCATION
University of the District of Columbia
Prince Georges Community College
SECURITY CLEARANCE
Department of Justice held two Secret Security Clearances and one Top Secret Security Clearance.
Security Clearance not active.
