Remote Solutions Technical Analyst Sample Resume Format in Word Free Download

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Teresa Stevens

Nashville, TN 37001

615-946-9876

Teresa@hotmail.com

 -Areas of strength-

·    Specialty Onsite or Remote Deskside support, PC, Networking, software & hardware break fix

·    Troubleshooting skills are excellent, experienced  technical knowledge in various types of software, hardware

·    Highly customer focused, hardworking with excellent corporate work ethics, able to work independently

  -Experience-

    HCL Technologies- Hindustan Computers Limited

    Onsite Desktop support for Warner Records                                                                                        Jul 11 to Feb 12 - Nashville, TN                                                                                       

·    Provided support for over 300 user’s onsite & remotely on Windows 7 & Apple OS platforms 50% Apple 50% Windows on Active directory environment.

·    Desktop / Laptop OS build, Imaging using Ghost & PXE builds. Network & server troubleshooting performing weekly & monthly tape backups.

·    Active Directory administration, modifying permissions for users & objects, creating new users, placing PCs & servers in assigned containers in AD.  

·    Outlook exchange, Entourage, Office 2010, AS400, VPN, Remedy ticketing system & manage queues. Video conference support & Cisco IP phones.

·    Blackberry support, I phone, Mac book, I pads, Norton’s Antivirus, Spy ware, Ad ware, Spam & removal of Malware.

·    Compaq repaired models include laptops M5, 6,7,8,9 &10. HP repaired models 8110 & 8440 models. Apple Mac book & I pad support.

MARS- Information Services

Nutro Site Support / Mars Information Services                                                                                Feb 10 to June 11 - Franklin, TN

·    Onsite desktop support for a branch of Mars called Nutro support 350+ Users on and off site. Performed hardware and software break fix.

·    Performed work in Novell & Active directory creating, adding, removing, disabling, changing accounts, objects, global, distribution & security groups.

·    XP, Lotus notes, IBM Sametime, Citrix,  Norton Ghosting, Novell Zenworks Imaging, using remote tools such as Netmeeting & Radmin

·    Performed daily, weekly, Full & incremental backups for Nutro sites and prepared backup tapes for Iron Mountain to send to offsite location

·    Dell repaired models include laptops Latitude, D620, D630 ,D430, E6400 Desktop models that included Optiplex 745, 755 & 760. 

United Health Care- Insurance / Financials

United Health Technologies / Remote Solutions Technical Analyst                                             April 07 to Jan 10 - Brentwood, TN                                                                                                                                                                                                                          

·    Supported 2 facilities as the only desktop technician onsite maintaining a PC/server/Network environment working under UHT/CSS Remote Solutions.

·    Provided United Health Group with remote support on a national level. Used remote tools such as Bomgar, Dameware & Remote Desktop Connection.

·    Created, documented & published fixes in a service ware database shared nationwide with UHT staff that significantly improved system downtime.

·    Acted as a liaison and provided onsite technical needs while positioned at the Brentwood sites, internally supporting 300+UHC, TNCare & Americhoice.

·    Managed networks, servers & computers, deployed software, re-imaged, system backup, recovery & assessment tools using Altiris management suite.

·    Active directory, Outlook exchange, Lotus notes 6.5, Databases, Lotus same time, Office communicator, Cisco VPN, IPASS, RSA tokens.

·    Norton’s Symantec antivirus, web based applications & Citrix Met frame & on top of HP / Altiris environment Avaya, HP printers & faxes.

·    Performed desktop hardware break fix utilizing HPSD ticketing system under a full HP workshop HP certified on Desktop / Laptop hardware repair.

·    HP repaired models include laptops NC6000, 6120, 6220, 6230, 6400, 6510 & 6530. Desktop models that included DC 5000, 5750, 5800 & 7100.

SAIC- Science Applications International Corp

    Enterprise Management Services Level II Remote Support                                                        Aug 05 to March 07 - Oakridge, TN                                                                                       

·    Provided software & hardware break fix remote support over a VLAN connection into an International telecommunications company called Telcordia.

·    Remotely supporting PCs in other countries such as Europe, China, India, Africa, Brazil & North America using Timbuktu PC anywhere & Net meeting.

·    Developed & documented software solutions. Supported all towers of an IT organization using Remedy ticketing system in a helpdesk environment.

·    Active Directory administration, modifying permissions for users & objects, creating new users, placing PCs & servers in assigned containers in AD. 

·    Tested internally developed applications & software as a software beta tester coordinating with developers on fixes before they go out to production.

·    Active directory, Outlook exchange, Lotus notes 6.5, Lotus Databases, Unix Mainframe, Oracle, Citrix Met frame, & HTTP Domino administration.

·    XP, Office 03, Cisco VPN, IPASS, DUN, Blackberry support, F-secure, Norton’s Antivirus, Spy ware, Ad ware, Spam & unwanted registry entrees.

·    Maintained Citrix Metaframe connections and servers in Oakridge. Performed hardware break fix for Dell equipment & Network troubleshooting. 

   Unum Provident- Insurance / Financials

   Operations Technical Analyst II                                                                                                 Sept 02 to July 05 - Chattanooga, TN 

·    Desktop support technician demonstrated technical expertise, provided software & hardware break/fix, resolutions to 3500 end users on site.

·    Large scale PC/ Laptop rollouts, building, loading, Re-image backup & restore of machines using UST recovery software & network troubleshooting.

·    Coordinated with development on supporting multiple internally developed financial applications in a large-scale corporate environment.

·    Windows XP/2000, OS2, SMS 2000 administration, Active directory, Outlook exchange, Nortel & Cisco VPN, IPASS & RSA Secure ID cards.

·    Office 9x, 2000, 02, 03, Lotus 4.5, 5.2, & 6.5, Lotus databases, Palm pilot, Unix Mainframe, Web based, financial & Internally developed applications.

·    Norton’s antiviral software, Spyware, AutoCAD, SQL/ ODBC configuration, creating Batch files, Connectix Virtual PC & IBMs Manage now software.

·    Performed hardware break fix for Dell & IBM equipment including ThinkPad models T20 & T21, Dell GX150, Laptops D800, D810 & D820 models. 

IBM- International Business Machines

    System Service Representative / Technology Deployment Services                                            July 2000 to Sept 02 - Knoxville, TN

·    Upgraded, deployed & serviced major business networks. Managed & assisted deployments on IBM server, POS, PC & laptop systems.

·    Represented IBM’s business services professionally with satisfaction building strong customer relations throughout the southeastern region.

·    Built, serviced & maintained mainframes, PCs, Routers, Hubs, Wireless, POS equipment on Star, Token & Mesh Client/server environments.

·    In charge of full store conversions, managing contractors, full store upgrades with IBM servers & various IBM POS system equipment.

·    Various dedicated projects with IBM. Full store POS / server upgrades and working Desk side for various corporations.

·    Performed PC / Server hardware break fix for Dell & IBM equipment, a series of testing and certification to repair Dell, IBM server & PC hardware.

  Client Logic- BellSouth DSL Support

    Help Desk Support Specialist                                                                                                          May 99 to July 2000 - Oakridge, TN                                                                                           

·    Provided technical support for BellSouth fast access ADSL modems, copper & fiber optic lines using tracking & Ping/trace route tools.  

·    Remotely supported Windows 95, 98, & NT, 2000, Macintosh OS on bridged or PPPoA / PPPoE technology.

·    Troubleshoot & maintain PC related hardware / software products, with excellent customer service. COPC certified with BellSouth. 

·    Responsible for supporting LAN, IP, DSL, connectivity, troubleshooting based questions and providing technical resolution over the phone.

·    Office 9x, Windows 9x, 2000, Outlook, Internet explorer, Dialup networking support.

  -Education & Certifications-

   Tennessee Technology      Electronics Diploma in Computer & Networking Technology

       1998 - 2000 - Knoxville, TN

·    Management information systems, network technology, computer repair & digital circuits. Completed training in computer hardware, software & Network engineering.

·    Primarily used Microsoft Windows 95, 98 NT server/ client operating systems, with experience in Linux & Microsoft Windows 2000 pro.  

   1997- McKenzie, TN                                                                                                                                                                                                                              

·    Computer maintenance, industrial electronics, digital theory, programming, troubleshooting ladder diagrams, PLC’s, DC, AC circuits, pneumatics, hydraulics & basic robotics.

       1996, 1997 - Jackson, TN                                                                                                                                                                                                   

·    AC & DC theory along with circuit board repair.

  University of Tennessee                                                                                                 

    1995-1996 - Martin, TN

·    Computer Science theory’s DOS/WIN95/Basic Programming & Psychology.           

·    CompTIA A+ Certified Technician – CORE 220-301/Operating system 220-302 – CompTIA

·    Dell Certified - 2002 Dell Certified Hardware Technician

·    CHDP Certified - 2005 Certified Help Desk Professional

·    HP Certified - Certified in 2008 to repair HP laptop/Desktop hardware                                                                     

 

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