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Technical Support Professional

Pro active, solution-driven professional with nearly a decade of support experience in a wide range of operating environments and industries seeks to establish employment in the greater Las Vegas area.  From face to face desktop support in the field to supporting a 2,000 call per day support center, core values have remained static in finding lasting solutions and developing rapport with the end user community.

AREAS OF EXPERTISE

·         Best in Class user support, ticket response & documentation	·         Core networking support	·         Crisis management & disaster recovery planning
·         Well versed in domestic and international business travel and training	·         Scheduled & unscheduled maintenance	·         System deployment & implementation
·         Root cause & incident analysis	·         Incident troubleshooting & resolution	·         Data backup, recovery and security

Technical Proficiencies

Certifications:   CompTIA A+, CompTIA N+ (Est. exam date: October 2011), ITIL Foundations, CHDP

Hardware:           Dell desktops, laptops & servers, IBM desktops & laptops, HP servers, Dell MFP's, Xerox MFP's, Sonic Wall firewalls,

Platforms:           Windows 9x/2k/XP/Vista/7, Windows Server 2003, 2007 & SBS

Applications:     Microsoft Office,  Active Directory, Server 2003/2007/SMB,  Service Center, Remedy, SSSO,  Norton Internet Security Suite (Norton 360), McAfee Security Suite,  HP Openview, OVIS Monitoring, Microsoft Exchange, Dameware, Serviceware, LiveOps, Lotus Notes, Symantec BackupExec, Altiris Deployment Solutions,  Symantec Endpoint Protection, mobile technology (Windows Mobile 5.x, 6.x, RIM and Android), Pointsec encryption, Cisco VPN,  SecurID, Entrust and PKI

Professional Experience

	Great West Life, Andover, MA	October 2008 - Present
	Desktop Support Specialist
	Provide desktop support for 300+ end users; Serve as a single contact point for the firm’s alternate data center housed onsite for general maintenance, upgrades, repairs, and vendor access. Support realm includes, but is not limited to desktop and laptop hardware, mobile technology, VPN connectivity, internal and commercial application support and configuration, network troubleshooting, VoIP Avaya/CMS and copper line telephone system support. Maintain service level agreements by responding to incidents in a timely and professional manner including carrying on-call support, and end to end deployment of new and used workstations.
	Key Achievements ·         Set a desktop performance and support standard for the region ·         Provided local end users with basic desktop support training and structure ·         Greatly eliminated the need to hire vendors to perform basic data center work, (run cables, perform data center upgrades, replace defective equipment), support system administrators with server & data center support in our alternate data center. ·         In 2010, brought on board the Technical Resource Team (Tier II Support: Image creation, problem resolution and systems implementation).
Entergra Solutions, Lawrence, MA			May 2008 – October 2008
Network Engineer
Support of approximately thirty small business desktop and server environments.   Scope of support ranged from industrial to professional clients involving a wealth of applications and hardware varying by client.  Acting instrumentally on the support team, responsibilities included top to bottom support to the clients’ infrastructure, including, but not limited to networking, firewall management, peripheral troubleshooting, desktop recovery, virus/spyware/malware removal and frequent onsite visits to client sites to provide consultation and hands on support.
Key Achievements ·         Provided a best in class service standard for end users ·         Introduced the ITIL problem management structure to the existing support function

Fidelity Investments, Merrimack, NH	June 2005 – May 2008
Senior Help Desk Specialist and Systems Service & Support Analyst Systems Service & Support Analyst
Monitor, escalate and mitigate problem alarms within the firm’s several data centers and overall network infrastructure across multiple support teams and vendors.  Facilitate tech bridges on critical outages, coordinate vendor and supplier onsite access to data centers, and communicate outages, potential problems with multiple service desks to ensure an uninterrupted end user experience.
Key Achievements ·         Set the foundation for a knowledgebase under the ITIL restructuring ·         Instrumental in opening communication between the Network Operations Center and the end-user service desk, enabling seamless troubleshooting and helpdesk awareness of outages across the enterprise.
Senior End User Support Technician
As a junior technician, provided first call resolution (FCR) to 80% of inbound helpdesk calls on an average eight minute handle time metric.  Position supported 40,000 end users across an international spectrum. Offered general troubleshooting for hardware problems and failures, utilize remote control options for system and software related issues.  Make use of system logs and other internally developed scripts to capture technical data to assist escalation groups in resolving outages.  The senior role provided consultation to junior technicians, assisting problem management teams with root cause determination and analysis, and involved lengthy support projects to ensure the service desk remained best in class.  Provided expatriate services to Bangalore, India training and hiring a new technical support staff under a ‘follow the sun’ model.
Key Achievements ·         Co-developed, presented and implemented the service desk’s first ‘Flexible Work Option’ program allowing call center representatives to work remotely, in turn, replacing the high-cost contingency site fees maintained for disaster recovery purposes for the team ·         Redesigned the groups three-week training curriculum in a joint effort with representation from the three other call center locations allowing for a standardized employee training platform across the service desk ·         Spearheaded the training program designed to train a new call center in India.  As part of this project, accepted an eight-week assignment as an expatriate overseas to implement this plan with a successful and on-time kick off ·         Successfully established a technical network with other support teams to become a primary point of contact for communications between escalation teams and the service center. ·         Assist the team director with multiple long and short term projects, team meetings and project management

Pleasant View Gardens, Loudon, NH	November 2004 – June 2005
IT Technician
Provide total support to approximately 200 end users across varying platforms.  General desktop and application support to Windows 9x, 2k and XP desktops and laptops, including live disaster recovery support.  Support focused on industry specific applications and hardware in a greenhouse and agricultural/industrial environment.  Maintain inventory across multiple buildings and sites, implement the firms first incident ticket and inventory management package and built the foundation for a future knowledgebase.  General support provided to five key servers and copper telephone patch panels.
Key Achievements ·         Created an accurate inventory reporting system ·         Implemented a structured approach to incident management utilizing incident management tracking applications and applying the core of ITIL foundations to the support structure.

Education & Training

Southern New Hampshire University
Major: AS Computer Information Systems
Status: Courses taken

McIntosh College
1998-2003
Major: Network Administration & Travel Tourism
Status: Courses Taken

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