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Carlie Parker
309 North Shore Dr #22 Reston VA 20001
Home: 703.349.1230
Cell: 703.403.9876
carlie.parker@comcast.net
Education: Associate
Degree, Applied Sciences, Newbury College, 6/1991
Certifications: Microsoft
Certified Professional (MCP), Dell DOSD Certified for laptops, desktops and
printers.
Summary: An experienced desk side support tech with strong
leadership skills with broad experience in system administration and break fix. Able to work well with clients and co-workers
alike, strong organizational and communication skills. An experienced Lotus Notes Admin with BES
expertise; completed Blackberry Enterprise Server for Exchange 1 and 2 classes.
Technical Skills:
Operating Systems: Windows Server 2000 through 2008, Windows
2000 Professional, and Windows XP; Windows 7; Active Directory.
Hardware: Dell Power Edge servers;
Compaq Proliant servers; IBM xSeries 445 servers; printers; fax machines; HP,
Dell and IBM Laptops and Desktops; Blackberry's and other wireless devices on
Verizon, AT&T, T-Mobile and Sprint. Avaya and Nortel desk phones and
Polycom equipment.
Software: Microsoft Office 2000
through 2010; HP Open View; GWI; RAID Management software; Citrix; Lotus Notes
6.5.1; Exchange 2007; Blackberry Enterprise Server 4.
Ticketing Systems/Asset Tracking:
GWI, Heat, Remedy and Manage Now.
Experience:
Volkswagen 6/2010-Present
Desktop Support (Consultant)
·
Image
laptops as needed using Altiris.
·
Break
fix for laptops and printers.
·
Create
KB articles based on daily issues.
·
Deploy
laptops for new hires.
·
Monitor
ticket queues in HP Service Manager.
·
Complete
assigned tickets assist others team members as needed.
Westcon Group 1/2006–5/2010
Server Administrator/BES Admin/Desktop
Support
·
Responsible
for monitoring and completing of daily tickets and queues.
·
Worked
directly with internal clients to troubleshoot various IT related issues
including but not limited to PC’s‚ monitors‚ printers, MS Office, Outlook,
Windows XP and other business software.
·
Worked
with remote users and assist them with computer, IP soft phone, VPN and Citrix
Portal issues via phone support, remote desktop and remote assist.
·
Managed
wireless accounts with T-Mobile, AT&T, Sprint and Verizon. Ordered new
lines, upgraded equipment and ported numbers as needed.
·
Built
and maintained the Blackberry Enterprise Server for 350+ users.
·
Created
and maintained all laptop and desktop images using RIS.
·
Break
fix as needed on computers, laptops, phones, printers, servers and related
equipment.
·
Created
new users in active directory, Exchange 2007 and Lotus Notes 6.5.1.
·
Assigned
permissions and performed restores in Zantaz/EAS (Email archive).
·
Checked
Barracuda firewalls for inbound and outbound issues.
·
Built
and maintained Avaya office phones through Avaya Site Administration.
·
Assigned
and trouble shot RSA tokens and client issues.
·
Participated
in a four person after hours on call rotation.
NVR 10/2005–12/2005
IT Admin (Consultant)
·
Responsible
for the creation of all user accounts in Active Directory.
·
Added
and removed permissions as requested.
·
Assigned
Crypto-cards as needed.
·
Created
and deleted user accounts in Cisco Secure ACS as needed.
·
Created
and monitored tickets in HEAT.
Boston Medical Healthnet Plan 4/2005–8/2005
PC Analyst (Consultant)
·
Worked
directly with internal clients to troubleshoot various IT related issues
including but not limited to PC’s‚ monitors‚ and printers.
·
Recorded‚
tracked‚ and reported on all issues through to completion.
·
Provided
assistance/training on desktop applications.
·
Maintained‚
repaired‚ troubleshoot and upgrade PC’s‚ laptops‚ printers‚ and related
peripherals.
·
Assisted
in maintaining client network accounts and new client setup through Active
Directory.
·
Assisted
in ensuring the stability of LAN/WAN connections.
·
Performed
other tasks and duties as requested.
Boston Area Market TDS 9/2003–8/2005
Lead Server Tech (Consultant)
·
Traveled
to customer’s location to install servers, desktops and all components as
assigned.
·
Various
projects from printers, routers, chip replacements etc.
·
Troubleshoot
equipment as needed.
·
Worked
on a major server consolidation project at John Hancock for IBM. Brought down
over 300 servers and prepped them for disposal or rebuilt them for other uses.
·
Served
as Team Lead for an email migration from Outlook to Lotus Notes for 1400 users.
·
Set
up and configured thin net clients at a national car rental company.
·
Worked
on the set up and removal of POS (Point of Sales) equipment and servers at a
national retail chain.
·
Past
major clients have included: Boston College, HP, Compaq, Dell, Rhode Island
Medicare, John Hancock/Manulife, Metlife and IBM.
Boston Area Market 9/2004–12/2004
Level 2 Deskside Support
Manulife/John Hancock/IBM (Consultant)
·
Provided
hands on support to end users in a business environment. Including, but not limited to trouble
shooting, training, installing hardware and software.
·
Tracked
change and problem tickets through both Manage Now and Remedy.
·
Managed
the change and problem queues as needed.
·
Build
computers for new hires and training rooms as needed.
·
Responsible
for the moving and consolidation of over nine hundred users/computers/data from
four locations into one.
Monster.com 9/2000-12/2002
System Administrator
·
Monitored
hardware and software applications of over 400 local servers and 500 remote
servers.
·
Maintained
hardware and software for over 400 local servers.
·
Monitored
a global network with over 150 offices
·
2nd
tier support to the global helpdesk nights and weekends.
·
Built
servers as needed and ensured that the tape backs up were run on a daily basis
and the tapes swapped.
·
Performed
bios, software and system updates as needed on live servers.
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