Help Desk Technician Resumes in US-Maryland-Baltimore: Genilla

Help Desk Technician Resume

Contact Candidate

Name:

Genilla

Location:

US-Maryland-Baltimore

Experience:

5-10 yrs

Willing to Relocate:

Willing to Travel:

Yes

Most Recent Job Title:

Help Desk Technician

Personal Website:

Objective:

To obtain a position as a System Administrator that will allow me to demonstrte my outstanding technical skills and problem solving techniques to it's customers and allow opportunity for improvement, advancement and learning.

Resume Text:

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00, Sequel Server 2000 and SMS Server 2000.
• Day to day management of Windows 2003/2000/XP technologies and methods for monitoring remote server and client configuration to comply with established policies and procedures.
• Practical troubleshooting knowledge and comprehensive conceptual understanding of Internet protocols and applications including TCP/IP, DNS, DHCP, SMTP, FTP, HTTP, POP3/IMPAP4.
• Oversees technical staff to support end users for hardware and software installations and monitoring of software compliance.
• SUS technology for deploying security patches and service packs.
• System backup and recovery.
• Basic understanding of CISCO IOS, routers and switches. Fulfills work assignments individually or with minimal supervision.
• Effective in communicating with Senior Management and Department Managers.
• Detail-oriented, able to network and possess excellent organizational skills and a self-starter.

PROFESSIONAL EXPERIENCE

• Help Desk Technician July 5, 2005 to present
Softmed Systems, Inc.
• Network Administrator December 2000 to June 2005
Smiths Detection
• Help Desk Engineer Coordinator October 1999 to Dec 2000
Environmental Technologies Group
• Entry Level Help Desk Engineer March 1999 to October 1999
Tek Aid, PPM in Columbia
• Entry Level Help Desk Support February 1999 to March 1999
Tek Systems, Cienna Corporation
• Executive Assistant Dec 1997 to Jan 1999
University of Maryland Medical System
• Administrative Assistant II August 1996 to Dec 1997
University of Maryland Medical System
• Medical Secretary February 1994 to June 1996
Sinai Hospital

GENILLA A. SMITH PAGE 2
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Help Desk Technician
• Key duties are to answer main IT phone line, log Track-it tickets, prioritize the level of support and escalate tickets if necessary.
• Support end users with software/hardware upgrades, new pc builds, installing software applications and general troubleshooting for hardware/software issues or any other pc-related issues.
• Manage and create Live meeting sessions and monitor and troubleshoot remote users using WebEx sessions.
• Support remote clients with general troubleshooting knowledge of VPN connectivity, modem connections, and connection to the Citrix Server.
• Project Lead for software compliance using Asset Metrics software to comply with Microsoft Licensing. Project Lead for monitoring laptop inventory of employees.
• Project Lead for hiring process and termination process of end-users ensuring that company policies are followed regarding hardware/software inventory and termination of accounts in Active Directory.
.

Network administrator
• Responsibilities included but were not limited to the development and implementation of strategic plans, which encompass LAN management.
• Administered software licensing, network backup and other initiatives in support of critical business needs.
• Interfaced with administrative and technical leadership to understand business needs and formulate technical direction based upon an understanding of available and future technologies of business direction.
• Provided day-to-day management of Windows 2003/2000/XP technologies.
• Maintained a relationship with key application system vendors as well as key LAN and PC hardware and software vendors.
• Provided day-to-day operations of the local area network, servers and associated applications required to support information technology infrastructure.
• Have a functional knowledge of hardware in IOS configuration and some knowledge of network design, configuration and maintenance to provide support for problems with firewall, routers and switches. Provided technical support to the Network Operation Center for issues related to system configuration, incident management and problem resolution.
• In this position, I was also called upon to perform the duties of team leader and provide supervision to Services and Technology team.

Help Desk Coordinator
• Responsibilities included but were not limited to providing support for network connectivity and troubleshooting.
• Provided top-level support to end users for software and hardware related problems.
• Provided telephone support to remote users.
• Administered Exchange server and Active Directory users and accounts.

Entry Level Help Desk
• Responsibilities were to provide phone level support to end users and direct support calls to next level support.

Entry Level Help Desk
• Responsibilities were to provide a printer upgrade installation to 1000+ users located at various sites and to install a software package that monitored an asset inventory.

GENILLA A. SMITH PAGE 3
______________________________________________________________________________________
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EDUCATION:
(Diploma/ Certificate available upon request)
Coppin State College 1990-1992

CERTIFCATIONS
MCSE One test for completion
MCSA 2003
Microsoft Certified Systems Administrator: Messaging 2003
MCP 2002
A+ 1999

HARDWARE: CAT 5, CAT 6e, Fiber Optic, some knowledge of routers and switches, thorough understanding of pc/server repair and setup, network printers, laptops, handheld devices, wireless devices

SKILLS: Strong Active Directory and Group Policy, Active Directory Sites and Services, Computer Operations, Installing & Configuring Software, Microsoft Office, Microsoft SMS, MS Exchange, Network Administration, NT Domain Admin, Strong customer service, System Administration, System Backup and Recovery, Anti-Virus, Windows 2000/XP Professional and Server, TCP/IP, DNS, DHCP, remote client management, SUS Server, Sequel Server, Software Metering, Terminal Services

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