Global Support Specialist Sample Resume Format in Word Free Download

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Joy Durlewanger 309B Mouton St. Baton Rouge, LA. 70001 joy@gmail.com 443-831-9876
PROFILE
·        Proficiency in Microsoft Windows (2000, XP, Vista and 7), Windows Server 2003/2008, Windows mobile, Microsoft Office Suite (2003 and 2007), Backup Exec 2010, iSeries Access for Windows (Mainframe access), Citrix Client, Xenapp Client, Cisco VPN, Active Directory, Mac OS 9 – 10, Encryption plus, McAfee EEPC, Symantec Ghost, Backup Exec, Dameware, Mercury Test Director, Extensis Suitcase, VBscript, Adobe applications on multiple platforms and Symantec Anti-Virus. Working experience with Windows and Mac setup and installation, as well as troubleshooting various peripherals, data entry, and updating procedures. Working experience with Windows 2003 account maintenance and sharing privileges. Working experience with all models of business and home printers troubleshooting connectivity and hardware related issues including consumable replacements and hardware replacements. Numerous years of hands on experience building and maintaining Windows and Mac environments. Experienced with team management, billing and customer support.
EMPLOYMENT
The Shaw Group., Baton Rouge, LA.	July 2011 – Present
Global Support Specialist III / Jr. Systems Administrator Responsible for corporate support and assigned remote sites. Assist in the support of servers and infrastructure equipment. Manage backup rotation for sites assigned in my region. Provide technical support to home office and several remote offices within my region. Manage Blackberry enterprise server user accounts and devices. Setup and configure new hardware including laptops, desktops, remote servers and network printers. Repairs, modifies and upgrades equipment as needed for re-issuance. Install and upgrade company standard software applications. Supports and maintains user account information including rights, security and systems groups. Utilize helpdesk software to document the status of daily work assignments. Assign level 2 support requests to specialists assigned to the region. Act as a resource for colleagues with less experience. Manage time effectively and prioritize issues as needed.

Amedisys Inc., Baton Rouge, LA.	June 2010 – July 2011
Support  System Analyst II Responsible for support to all Amedisys enterprise users and remote servers. Setup and configure new hardware including laptops, desktops, remote servers and network printers. Repairs, modifies and upgrades equipment as needed for re-issuance. Install new hardware and/or software and trains end users as necessary. Configure print/network shares on remote and corporate servers. Configure and troubleshoot print policies for both Metaframe and Xenapp environments. Troubleshoot all issues related to device encryption for the enterprise. Verify and troubleshoot remote connectivity to the network via Cisco software/hardware VPN. Document all issues in the departmental ticket database. Assist with system or software testing and implementation. Maintain a strong knowledge of system’s functions, capabilities and limitations to effectively respond to inquiries. Participate in On-Call rotation to include weekend support. Monitor virus mailbox and create associated tickets.
JP Morgan Chase Bank., Baton Rouge, LA. ~ Contract with HP	Aug 2009 – June 2010
On-site Technical Lead Responsible for hardware support, printer/fax/MFP support and software support as needed. Technical lead for Baton Rouge, LA. Manage IT rollout projects for the Baton Rouge greater metropolitan area. Manage team of contractors as needed for projects. Setup and configure new hardware including laptops, desktops, monochrome printers and multifunction devices. Replace all consumables for monochrome and multi-function printers. Troubleshoot all hardware related problems. Replace parts as needed for printers, scanners, laptops and desktops. Order parts as needed for desktops, laptops and printers. Troubleshoot software related problems as needed. Manage parts inventory for printers, laptops and desktops. Manage consumable inventory for all print devices. Repairs, modifies, and upgrades equipment/hardware as needed for re-issuance. Assists with system or software testing and implementation. Travels to remote offices as required resolving user problems with software and hardware.

Department of Transportation., Washington D.C., MD. ~ Contract	Feb 2009 – Sept. 2009
OST Tier 2 Support Analyst Responsible for network, server and PC support related to AD Migration. Technical lead for Washington D.C. headquarters to remote sites across the United States. 100% Travel to remote sites for the extent of the contract. Setup and install Avocent KVM hardware and configure it for the network. Install new Cisco switches and verify connectivity. Troubleshoot connectivity issues between 3com and Dell switches to the new Cisco switch(s). Install and setup Dell and HP rack and tower servers to be Domain Controllers and F/P Servers. Communicate with all users, explaining all new policies and hardware changes to the site. Migrate user profiles, servers and workstations to the new domain. Modify security groups and user rights to network shares. Verify and troubleshoot logon scripts as needed. Verify remote connectivity to the network via Cisco VPN and DoT SRA. Troubleshoot any PC, Network or Server issues as needed.
Barton Cotton, Inc., Columbia, MD.	Jan. 2008 – Feb. 2009
OST Tier 2 Support Analyst Responsible for handheld, printer, network and PC support. Provide resolution for end user problems relating to any deployed software or hardware. Maintain records of severity and frequency of help desk related issues. Provide reports detailing projects and call records. Install, configure and troubleshoot PC hardware, operating systems and various desktop applications. Coordinate with different vendors for replacement of defective hardware covered under warranty. Maintain database of hardware and software inventory. Provide after hours support as needed. Travels to remote offices as required resolving user problems with software and hardware. Assists with system or software testing and implementation. Performs other administrative tasks as required for the IS department. Maintain computer, printer and handheld inventory. Research for new equipment purchases and prepare purchase orders. Manage all departmental purchase orders. Manage fonts database on Mac OS X Server. Maintain a working knowledge of Windows XP, Server 2003 and the latest versions of Mac OS 10.
Canada Dry Potomac, Glen Burnie, MD	Sept. 2007 – Dec 2007
PC and Handheld Support Specialist Responsible for handheld, network and PC support. Remotely assisted users over the network using Dameware Utilities and Remote Assistance (remote desktop). Added users to Active Directory and applied group policy settings. Assisted users with usage of Microsoft Office Suite. Supported network printers and shares for end users. Maintained Windows workstations using Control Panel, Disk Defragmenter and Disk Cleanup. Provide support for delivery and sales agents using Intermec 700 series handhelds, using Windows CE mobile, and Field Pro RT43 wireless Bluetooth printers. Analyze and maintain Windows server 2000 and 2003. Responsible for backup tapes at 2 sites using the Symantec Backup Exec utility. Install and maintain servers, workstations, network, wireless access points and handheld devices. Be available after working hours to support any PC, network or handheld related issue. Travel between locations for on-site support. Test new releases of software to verify PC and Network functionality.
The Fetting Group, Hunt Valley, MD	July 2006 – Aug. 2007
Client Support Specialist Responsible for PC, small business and home networking support. Provided Windows and Macintosh support for residential and small business users. Assess issues with residential and small business private networks. Travel to client locations. Train users on general maintenance and free resources. Virus and Spyware removal. Support Windows 98, Millennium, 2000 and XP editions. Support numerous applications including, but not limited to; Microsoft Office, Internet Explorer, Adobe Suite, Mozilla, WinZip, Norton and McAfee antivirus applications.

Absolute Quality, Hunt Valley, MD	Mar 2002 – July 2006
Quality Assurance Project Lead Responsible for team management, tracking billable hours and project status reports. Communicate with Developers and Producers to discuss project needs. Develop project documentation including, Test Plan, Life Cycle, System Requirements and Checklists. Daily reports outlining project(s) status. Management of multiple projects with test teams of up to 15 people. Manage time submission and billing hours. Develop Word and Excel documents customized to the clients needs. Coordinate and supervise testing with the team(s).
Technical Support Coach Responsible for team management and educating tier 1 agents. Assisted in training and supervising of staff for the Tier 1 support group. Identify performance gaps, root causes and create solution alternatives unique to each agent. Conduct monitoring on agents and provide feedback and suggestions. Develop job aids to assist agents to increase performance and customer satisfaction. Identify and correct improper company procedures being performed by agents.
Technical Support Agent Responsible for troubleshooting incoming calls and educating customers on free resources. Provided quality technical support to Apple computer customers. Troubleshoot and resolve hardware and software issues for multiple platforms. Troubleshoot and configure network connections across multiple computers and platforms. Maintained a consistent record of identifying customer’s needs and sales opportunities.
Quality Assurance Tester Responsible for software testing and defect tracking. Analyze software and run test scripts to find defects and incompatibilities. Document all issues found and report findings. Create PC test cases for compatibility and functionality testing.
EDUCATION
HP and Dell	2009
Laptop, Desktop and Printer certifications complete.
ComputerTraining.com, Towson, MD	2006
MCP completed. 1 test away from MCSA. MCSA no longer available. MCTIP in progress
Tech Vision, Centreville, VA	2001
A+ certification complete.

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