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Brenell Hawkins
15201 320735Parrot Beak ST. Colorado, DN 22011 (504) 239-2521
Summary of Qualifications
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IT Professional
with over 13 years of experience providing hardware and software support on
laptops, desktops, printers, and servers. Skilled in network installation,
troubleshooting, configuration and repair. Recent graduate with a Bachelor's
degree in Network Administration working towards Cisco CCNA certification.
Technical Training and skills
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Certifications:
A+ (Lifetime certification)
ITIL - V3 Foundation Certificate in IT
Service Management
DELL – laptop, desktop, server
Compaq/HP - laptop, desktop
Lexmark - inkjet and laser printer
HP Laserjet
Technical Skills:
Routing Protocols-RIP, OSPF, IGRP, EIGRP
TCP/IP
Layers of the OSI Model
Windows Remote Desktop
Tivoli Remote Desktop
Symantec PC Anywhere
Peregrine helpdesk software
Remedy (ARS) Incident management
Lotus Notes MS
Outlook
Active Directory
Passport (SQL based CRM)
Oracle on Demand (CRM)
RSA SecureID
Technical Writing
Data Analyst
Linksys Wireless routers
Blackberry Manager
Exchange Servers
D-Link routers/switches
Wireless Network Setup
WYSIWYG web design software
Symantec Ghost 8
Software Firewall
installation/configuration
Cisco Systems VPN Client
Data Recovery
Audio/Video editing
Education
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ECPI Technical College Bachelor of Science, Computer and
Information Science
Concentration in Network
Security
ECPI Technical College Diploma, Computer Technology II
Work Experience
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GlaxoSmithKline, Durham NC January
2008 – Present
Support Analyst III
Level 3 support analyst for over 6,500 GSK field sales
representatives including District Managers and Regional VPs.
Assisted users with migration from Lotus Notes to
Office 2007 and Outlook.
This includes Live Meeting, Office Communicator, and
video conferencing.
Used Active Directory to change user login passwords
and to unlock user accounts.
Support users for Passport (SQL based Customer
Relationship Manager)
Assist users with issues related with the migration to
an Oracle on Demand Customer Relationship Manager
Subject Matter Expert (SME) for several areas
including Adobe flash based files that provide individual sales data for field
reps.
Support RSA SecureID software tokens.
Create and maintain IT Help Documents for use by other
Help Desks and End Users
Analyze reports and identify trends within the Level
III helpdesk environment in order to prevent an influx of field issues by
analyzing data and providing solutions.
Collaborate with Developers and Management to test and
implement new technologies as needed by end users.
Facilitate meetings between different business units
to discuss and implement resolutions to potential problems in the field.
Provide training and support to level 1 and 2
technicians to better support end users
Utilized Remedy (ARS) software to keep track of
service requests and escalations.
Installed and supported Verizon Cellular Wireless
PCI/PCIe cards.
Installed and supported Blackberry hardware and
software using Blackberry Manager.
Installed and supported Palm hardware and software.
(Palm TX)
Supported Cisco Systems VPN Client v4.8.01.0300
Supported Lotus Notes email, including replication for
local email databases and address books.
Lotus Notes support also included connecting users to
specific database’s on the network, depending on their selling division.
Provided support for GSK SFA Dialer software, which
utilizes Cisco VPN client software to connect users to the GSK network.
Selected Accomplishments
Created and maintained a searchable
database of over 75 Help documents for use by Help Desks and End Users. Used
trending and data analysis to track support issues and provide solutions.
Level III Technical Support (Contracted to GSK through Modis,
Inc.) January 2007-July
2008
RBC Centura, Raleigh NC (Contract through Modis, Inc.)
September 2006-December 2006
Desktop Support-Windows XP migrations
Remotely updated all RBC Centura Branches in the SE
region, from Windows 2000 to Windows XP.
When migration failed, check the servers for backup,
check the users log files to see what went wrong and talk user through manually
migrating their desktop to XP.
Used Tivoli software to remotely control machines for
users that need technical assistance.
Reinstalled user applications such as Blackberry
Desktop software, Citrix, Act! 2006/2007, and Entrust
Reinstalled user printers, located users personal
documents and PST files on server
Configured Microsoft Outlook to connect to the
Exchange Server
Selected Accomplishments
Completed remote software migration for
over 4500 machines before deadline.
Pilot PC, Inc., Zebulon, NC April 2004-Present
Owner/Operator
PC Warehouse, Raleigh, NC October 1998-March 2004
Computer Technician
BancTec, Raleigh, NC April 1999-February 2003
Onsite Computer Technician
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