IT Helpdesk/Desktop Resume
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Crown Castle International January -Present
Cannonsburg, PA
IT Helpdesk/Desktop Tech
Responsible for daily end user support of software/hardware. In charge of creating and adding instructions Into IT knowledge base. Setup laptops for new users using ghost image. Work with outside vendors when needed for hardware and software issues. Working in a team environment to complete a tech refresh and company wide Windows Vista, Office upgrade.
Pietragallo, Bosick and Gordon, LLP Law Offices July - January
Pittsburgh, PA
Software Analyst
Responsible for end user support of software/hardware. Assist with daily operations of the
Information Technology (IT) department. Change back up tapes, add/disable/configure
user account/mailbox using Active Directory , Prolaw, and Document Manager .
Troubleshoot software applications, Office , Hummingbird Document Manager .
Assisted with a Windows XP roll out. Responsible for the end user support and remote site
problems. Travel to remote offices when necessary. Work with outside vendors for hardware and
software support. Suggest software and hardware upgrades. Develop documentation for new
software installation and instruction. Responsible for training on Office Suite and Document
Manager . Train employees in adding printers, creating workspaces, saving
documents and utilizing email to DM .
Alcoa Sept. - July
Alcoa, PA
Windows Migration Engineer/Account Administration
Managed over Domain Controllers supporting over , technical and non-
technical users. Migrated Alcoa’s remote sites to its data center. Created reports with Dame
Ware and Hyena to collect information on Users, Workstations, and Printers etc. Created new user
accounts and Groups using Active Directory, and Microsoft Exchange for the Mailboxes. Disabled
accounts using Active Directory or Dame Ware. Responsible for end user support and remote site
problems after the migration took place including printers, email, permission and backups.
Marconi Communications March - April
Warrendale, PA
Desktop Analyst II Level III Technician
Responsible for the Engineering Groups Network and end user support. Responsible to install, configure, and troubleshoot network cards, video cards, sound cards, Fore ATM cards (fiber and cat ), memory, laptops, hubs and various other hardware components. Supported software for Windows NT /Windows professional and server, Windows XP, Outlook , Visio, Oracle, ARS (ticketing software), xwin (for Unix), Winframe - (Lotus Notes access), PAL, and various other software.
Responsible for two trouble ticket queues. Created and closed tickets in a timely order. Utilized User Manager for resetting passwords and checking user accounts. Staged PCs and Laptops using Ghost Server. Responsible for testing of new software. Documented new software installations for technical and non-technical users. Mentored interns and contractors on both software and hardware. Trained non-technical users on different aspects of software.
Pilkington Technical Mirrors Nov. – Jan.
Brackenridge, PA,
Network Administrator
Responsible for Administering a TCP/IP base/T network consisting of Windows NT
Servers (File, Application, Exchange) and Unix server. Responsible for user support for over
Networked PCs, hardware and software. Software support included Windows NT/Windows ,
Office/, Outlook/, and various other software. Rewired building removing old cable
and replacing it with new cat cable. Installed a new patch panel and hubs. Responsible for the year
upgrade and roll over.
Aristech Chemical Corporation May – Oct.
Pittsburgh, PA
IT Consultant
Managed an YK Upgrade. Traveled to various sites to upgrade software necessary for Yk Roll
over (ex. I.E. ..,Lotus , etc.) . Created an Excel spreadsheet to keep a record of all PCs
information. Assisted Information Technology staff with hardware and software issues. Cleaned all
Temp files, Internet Cache from PCs. Upgraded servers.
Compaq Computer Corporation Sept. - March
Pittsburgh, PA
IT Consultant/Field Support Engineer
Worked in a team environment for Yk Implementation. Reconfigured PCs for Network use.
Flashed the bios on the PCs. Updated various software applications including Windows /Windows
NT, Microsoft Office. Loaded and executed a software inventory program. Keyed in data that
consisted of IP address, Serial number, MAC Address, Host and User name. Responsible for
troubleshooting and repair of multiple vendor desktop and laptop systems. Responsible for product
sales of hardware and software for both desktop and laptop computers.
Greater Pittsburgh Blood Bank Jan. – Feb.
Pittsburgh, PA
Help Desk Support Specialist
Responsible for end user support via the telephone. Supported remote network. Responsible for
troubleshooting admixed Windows NT/Novell environment. Designed and implement web based
Knowledge base index. Supported software I.E. and custom applications.
Guardian Protection Nov. – Jan.
Pittsburgh, PA,
Network Support Analyst
Responsible for staging and integration of new PCs and applying policies. Performed hardware and
software installations and upgrades including new network printers network cards and cat cabling.
Assisted with the implementation of a Dial up server for call center.
Education
Computer Tech. Pittsburgh, PA
AS Computer Information Management – January
Continued Training Courses Attended & Certification
Red Hat Linux Rh, Certificate Completion, ; Dell Certification, Certificate Completion, ; MCP Microsoft Windows Professional, MCP, ; MCP Microsoft Windows Server, MCP, , Unix Administration training classes for basic troubleshooting of software and adding and deleting user accounts.
