Senior IT Infrastructure Associate Sample Resume Format in Word Free Download

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Renee Hill

88 Fedcral Highway,SN 11052

                                                                                                                                    203-224-9807

E-mail: renee_hill55@hotmail.com

 

 

 

OBJECTIVE              To obtain a position in a company that would allow me to demonstrate my

full range of knowledge and experience in the computer or financial world, while

working independently and/or in a team atmosphere.  It would also employ my thorough

decision-making, effective management skills, and offer hands-on exposure.

HARDWARE                  Dell, IBM, Lenovo, and Mac – Laptop and Desktops, Blackberry, Iphone, Ipad, Android

                                    Bloomberg, Reuters, Unisys, Avaya IP phones

SOFTWARE                   

Operating Systems         Windows 3.0 through ME, Win 3.11 through Win 7, MS Server, Advanced Server and Professional, Mac OS X through X.1, DOS 5.0 through 7.0, Linux Red Hat 7.1

Helpdesk                     Onyx, Trackit, Magic, People Soft, Remedy, Tivoli, HP Service Desk, SysAid

MS Applications          Word 4.0 - 10, Project 3.0 - 10, Outlook 98 –10, Publisher 97, Excel 3.0 – 10, PowerPoint 3.0 – 10, Outlook Express, FrontPage, Internet Explorer, InfoPath 03-07, SharePoint 03-10,  Active Directory, Exchange, Project

Miscellaneous              Adobe PageMaker, Adobe Acrobat, Adobe PhotoShop, Q&A, Filemaker Pro 2.1, WordPerfect 6.0 DOS through 2000, Lotus Notes 6-8.5, Netscape and Woodford 

L Editor 2.0, iVideo, FoxPro, Novell 3.12, XTreenet, Accpac Plus 5.1B, Cisco Wireless Routers, Linksys Wireless routers, Norton Ghost, Seagate TapeStor Executive Manager, Mac Mail, Entourage, Thunderbird, PC Anywhere 5.0, Groupwise 5.5, Palm Desktop, ArcSoft, Crystal Reports, Angry Ip scanner, Reuters, and Bloomberg,

PROFESSIONAL       SENIOR IT INFRASTRUCTURE ASSOCIATE                              05/12 – 11/12

EXPERIENCE            St. Vincent’s Hospital/Stowe Group

·        Provided extensive desktop and laptop support to multiple remote physicians deploying Citrix and configuring portal access at each.

·        Supported rollout of AllScripts EHR and PM to multiple groups and offices

·        Point of contact for AllScripts EHR and PM password changes

·        Point of contact for all AllScripts EHR and PM hardware and software issues

·        Performed troubleshooting and maintained connectivity bandwidth connectivity for remote offices using AllScripts EHR and PM

·        Deployed and configured numerous Desktop and Tablets for remote affliated Doctors and practices

·        Produced documentation for knowledgebase on deploying AllScripts EHR and PM  user tablets, Printer connectivity and end user troubleshooting process.

TECHNICAL SUPPORT/CUSTOMER SUPPORT SUPERVISOR            10/11 – 5/12

                                    Dymo/Cardscan

·        Provide second and third level support for Technical support team

·        Managing personnel in Phone Support, technical support and HR issues

·        Create policy around matrices and KPI’s for my employees

·        Managed and Coached personnel in Technical and Customer support performance.

·        Create, document and train on product support and customer support.

·        Create, review and document for tracking of all support.

·        Monitor calls and provide training for call center support

 

HELPDESK/DESTOP SUPPORT/SHAREPOINT ADMINISTRATION   8/10-9/11

                                    US Edge/TUV Rheinland

·         Support for approximately 450 end users throughout the US

·         Managed and maintained multiple SharePoint servers and sites for entire North American business

·         Provided Training and documented workflows of SharePoint to end users and IT

·         Performed Lenovo builds for end users and created documentation for all builds and deployments

·         Maintained IT inventory and inventory control for all IT related equipment and emerging technology.

·         Developed numerous Helpdesk and end user guides on multiple technologies.

                                   

 

PERSONAL HELPDESK TECHNICIAN                                                    11/09-8/10

                                    Hayden Personal Helpdesk, LLC

·         Personal Support for home users in Fairfield County

·         Maintained a 100% Customer Satisfaction

·         Setup networking technologies for various small businesses

·        Installed personal wireless networks, wireless printers and complete home networks for personal users

·         Provided 24 hour on call support for various clients throughout Fairfield County

·         Smart phone setup and configuration for personal users including Blackberry, Iphone and Android

                                      MANAGING M.A.C. ASSOCIATE/SR HELPDESK ASSOCIATE                       1/06 – 11/09

            Bridgewater Associates

·         Developed, managed and maintained the complete Move and Recovery workflow and process for the entire Company.

·         Managed and performed over 4000 end user moves which includes Dual/Quad Monitor setup, IP phones, network/personal printers and other IT related equipment

·         Established the Deployment and Move matrices, SLA’s and reporting for the MAC group

·         Deployed over 1800 end user Dell computers for new hires and upgrades.

·         Created and managed user and computer accounts in Active Directory for all new users and computers while assigning to proper groups and group policies.

·         Performed phone support Creating accounts, deploying, configuring and moving Avaya IP phone system on end users side and on trading floor.

·         Performed Upgrades and Installations of Software, Printers, Blackberries on end users

·         Deployed and/or moved all Business Critical service machines

·         Deployed all Trading machines, including Bloomberg, Thompson/Reuters and all other market data software on Dell hardware

·         Configured and provided TCP/IP network support DHCP and Static IP for all Trading Desk Mission Critical and Service machines.

·         Maintained database with change control of all equipment moved and deployed for location, classification, security and ownership.

·         Project leader for 900 end users all IT related equipment for 7 new buildings move in.

·         Deployed, upgraded and managed all Business Continuity Plan machines for disaster recovery planning.

·         Maintained and performed cost analysis and purchasing needs for all end user IT related

equipment.

·         Maintained all end user IT inventory for the entire company at all sites...

·         Performed and maintained constant changes in the network monitoring programs for moves and deployments.

·         Subject Matter Expert for all Moves, Deployments and Recoveries for the Company.

·         Supported and provided desktop support on Trading floor, service and End User machines.

·         Performed Desktop and build support for all end users, while diagnosing and repairing end users systems, Windows and software issues.

·         Ensured consistent customer satisfaction by responding to calls for the Help Desk.  

·         Logged all customer questions and problems and tracked same through to resolution, provided follow-up on resolved calls using proprietary software

HELPDESK ANALYST                                                                                 10/04 – 1/06

                                    H.S.I/ Boehringer Ingelheim

·         Ensure consistent customer satisfaction by responding to calls to the Help Desk. Logged all customer questions and problems and tracked same through to resolution, provided follow-up on resolved calls using HP Service Desk an Tivoli

·         Provide helpdesk technical support to end users; clarify data quality questions and system features; troubleshoot interface failures and involve next support tier when appropriate

·         Ensured all updates, clarifications, and closures are communicated out to the business for reported issues

·         Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

·         Perform other IT related tasks such as image testing, installation and the re-installation of software, upgrades, performance issues, training and preparing machines for users

 

                                    HELPDESK ANALYS/TEAM LEAD                                                                       8/02 – 9/04

                                    ARC/ C.B. Richard Ellis

·         Ensured consistent customer satisfaction by responding to calls to the Help Desk. Logged all customer questions and problems and tracked same through to resolution, provided follow-up on resolved calls using Magic Version 7.

·         Conducted first and second level problem determination using documented procedures and available tools in Magic and Peoplesoft. Recorded problem symptoms and stathttps://docs.google.com/uc?id=1yx1f4l0N9LO_JR5QIseBcodzU1Nzgz7f&export=downloadus information in a timely fashion in an effort to communicate with and properly utilized senior support staff.

·         Ensured timely escalation of customer problems by following documented escalation procedures.

·         Communicated to ensure management awareness of problems that are severe in nature or that exceeded documented targets through NetMeeting, AIM and Outlo

.

·         Ensured a positive and professional relationship with the client by complying with client policies and procedures.

·         Informed management of escalated problems, issues resolved from escalation points and training issues via Magic, Peoplesoft and Outlook.

·         Participated in identifying process improvements and made contributions to the support knowledge base.

·         Managed the ACD Matrices and daily open ticket reports.

·         Managed the ACD phone switch through Avaya Site Administration

EDUCATION                 NEW HORIZIONS, Trumbull, CT A+ Hardware, A+ Software Completed

                                                SONOMA STATE UNIVERSITY/Santa Rosa J.C., Santa Rosa, CA             9/93-5/96

RAYTHEON HOW TO Y2K, Raleigh, NC - Y2K Project Management           1998

                                    U.S.C.G.TELECOMMUNICATIONS SCHOOL, Petaluma, CA                   4/90-11/90

Major:  International Telecommunications

References available upon request

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