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Helpdesk Management Resume
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| Desired Industry: Information Technology |
SpiderID: 28861 |
| Desired Job Location: Columbia, South Carolina |
Date Posted: 9/27/2009 |
| Type of Position: Full-Time Permanent |
Availability Date: 10/02/2009 |
| Desired Wage: 400000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Masters |
Willing to Relocate: Yes |
Objective:
To attain a Help Desk support executive, Technical Support Specialist, or Help Desk position.
Experience:
Ten years accounting experience.
Extensive computer experience.
Developed interpersonal skills, having dealt with a diversity of professionals, clients, and staff members.
Self-motivated; able to implement decisions and set effective priorities to achieve both immediate and long-term goals.
Server Platforms
Windows 2003 Server/Windows 2000 Advance Server/Windows NT4.0
Operating Systems
Windows XP, Windows 2003,Windows 2000, Windows NT, Windows 98
Windows 2003/2000 Office Pro, VPN, Remedy, Activity Directory,
Outlook 2003/2002, Helpdesk App, Backup Exec,
LAN/WAN Architecture
Design/Implement Ethernet topologies
Monitor WAN technology. Configure DHCP, WINS, DNS
Computer Skills
Knowledge of Windows 98, 2000, 2003, XP clients. Windows NT 4.0, 2000 and 2003 server.
An understanding of networking essentials. (TCP/IP, DHCP, DNS, FTP, HTTP, Ethernet, switch, hub, router, server, client, etc.)
Essential security permissions for user and groups in a workgroup or domain environment
The ability to troubleshoot defective hard drives, power supplies, fans and motherboards and how to replace these units when necessary
Knowledge of third party backup application (VERITAS Backup Exec)
Knowledge of SCSI
Knowledge of Remedy ticketing system
Experience of qlogic sans and rounters and salesforce ticketing system
Experience in supporting networking equipment and/or DLT tape drive is highly desired
GEMS Remedy Training,Salesforce ticketing for qlogic sans and routers
Education:
EDUCATION
Claflin University, Orangeburg, SC
B.S., Business, 1991
G.P.A. 3.0/4.0
Webster University, St. Louis, MO
M.A., Computer Resource and Information Management
South University, Columbia, SC
MBA/Healthcare Administration, Anticipated graduation December 2010.
Skills:
Knowledge of Windows 98, 2000, 2003, XP clients. Windows NT 4.0, 2000 and 2003 server.
An understanding of networking essentials. (TCP/IP, DHCP, DNS, FTP, HTTP, Ethernet, switch, hub, router, server, client, etc.)
Essential security permissions for user and groups in a workgroup or domain environment
The ability to troubleshoot defective hard drives, power supplies, fans and motherboards and how to replace these units when necessary
Knowledge of third party backup application (VERITAS Backup Exec)
Knowledge of SCSI
Knowledge of Remedy ticketing system
Experience of qlogic sans and rounters and salesforce ticketing system
Experience in supporting networking equipment and/or DLT tape drive is highly desired
GEMS Remedy Training
Additional Information:
Work Experience:
Help Desk AnalystTier III, NCR West Columbia, SC 10/2007- February, 2009.
Troubleshoot tape drives and servers in high volume call center environment.
Remotely coordinate the resources required to manage problem resolution for NCR customers tape drives and servers.
Coordinate and provide services 24 hours a day, 7 days a week.
Work directly with the end user to understand the problem.
Retrieved known solutions using available systems and tools to resolve the customers problems.
Escalate problems to the appropriate party(s).
Develop content to be included in the Infodesk knowledgebase (ex. documents corrective actions to resolve technical problems with no known solutions).
Providing technical support to Desktops, PCs and Network Operations in a multisite LAN/WAN networked environment including both hardware and software support. Supporting 3,000 stores worldwide in a remote environment using VPN, Netmeeting, Terminal Services and Telnet.
Duties include administration, installation, and configuration of Operating Systems /Ethernet network and resource servers (application, file, and printer)
Mars, Petcare , Columbia, SC January , 1998 March, 2007
Computer Technician
Provided technical support for the production division of the manufacturing facility.
Installed operating systems.
Responsible for the repair and maintenance of printers, monitors, scanners and hardware.
Provided assistance at the in-house helpdesk providing technical support by phone and in person to the facilities staff.
Responsible for loading new software and systems on existing equipment.
Tested systems to ensure the elimination of bugs or viruses.
Responsible for performing troubleshooting activities prior to the implementation of new systems.
Manage a team of support personnel who troubleshoot IT issues.
Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
Ensure maximum issue resolutions in minimum time.
Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user.
Perform a variety of troubleshooting tasks. Leads and directs the work of others.
Education:
B.A. in Business /Sociology, Claflin University, Orangeburg, SC May 1991.
M.A. In Computer Resources and Information Management Webster University, St. Louis, MO May 2003
MBA/ Health Administration, South University, Columbia, SC Anticipated
Completion date, April 2010.
Technical Education:
Training Concepts, Columbia , SC June-Sept 2009. Working toward Certifications, MCP, MCSA:
Reference:
Available upon request.
Candidate Contact Information:
TheJobSpider.com has chosen not to make contact information available on this page.
Click "Contact Candidate" to send this candidate a response. |
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