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Title: |
Help Desk Support Specialist
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Location: |
US-Maryland-Montgomery County
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Work History: |
WORK HISTORY:
Acute Building Construction LLC, Washington DC, USA
Help Desk Specialist
September 2008-February 2009
RESPONSIBILITIES:
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and Blackberry related hardware and software in order to deliver required desktop service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
Collaborate with Network and Systems Administrator to ensure efficient operation of the desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, e-mails, and/or work order production system regarding desktop problems.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Write technical specifications for purchase of PCs, desktop hardware and related products.
Midroc The Technology Group P.L.C, California, USA
IT Support Specialist/Technician
October 2006September 2008
The role will involve working in shifts between 7 AM and 12 AM and between 8 AM and 5 PM on weekends may be required to ensure maximum coverage for users.
As an IT Support Specialist/Technician (helpdesk analyst), I was providing first level Helpdesk support to the department's network and related systems through:
Handling incoming incidents via phone/e-mail and thoroughly documenting all activity.
Maximizing 1st level resolution by identifying and resolving issues, and escalating as required;
Undertaking the Technical Support Centre functions including outage management, user communication and user account management;
Diagnosing and resolving a wide range of their stores and business units technical issues.
Working individually and as a part of a team developing Service Improvement Plans.
The responsibilities for this role will include:
Serve as a Team Leader for an 11 Person Technical Support team charged with supporting 1450 users on site and in remote locations throughout the US.
Provide Tire 2 support for request escalated from Tier 1 team members.
Work with Network Administration/Engineering (Tier 3 support) teams to identify and resolve complex and system-wide issue
Work to define and improve processes for laptop replacements and hardware upgrades and other tasks performed by the team
Manage content in MS SharePoint based technical knowledge base (i.e. known issues, installation instructions, FAQs, etc)
Perform Active Directory administrative tasks
Mentor junior Technicians and ensure that internal procedures are followed
Serve as technical for the team in order to resolve problems related to installing configuring and troubleshooting windows XP, MS Office, Cisco Systems VPN software, LAN/WAN and VPN connectivity over cable and DSL, network printers and scanners, Blackberry devices and proprietary and COTS client-server and web based applications
Work within established inventory processes to ensure accurate and efficient inventory management for all desktops, printers, thin clients, laptops, servers, monitors, etc.
Perform other duties as assigned by the Director of Information Technology.
Mesay Management & IT Consultant P.L.C, California, USA
PC Specialist/Technician
February 2003- July 2005
RESPONSIBILITIES:
Provide desktop and laptop technical analysis on a daily basis for hardware and software troubleshooting, maintenance, repair and problem resolution
Handle 1700+ users questions and issues from multiple mediums * phone, email, face-to-face and using remote desktop tools.
Respond to support requests made in face -to-face, by phone and email, then document the problem, the action taken and the resolution in a ticket management system.
Work within a tiered structure, assisting Junior Technicians while escalating complex issues to more senior team members of the team.
Install configure and troubleshoot windows XP clients in an Active Directory environment.
Support clients using network printers and scanners, Microsoft Office and proprietary and COTS client-server and web based applications
Support clients working remotely via Cisco VPN software client over cable or DSL connections.
Support clients using Blackberry devices.
Perform Active Directory Domain administrative tasks under the supervision of the network-engineering group.
Contribute to SharePoint based knowledge base by adding known issues and updating documentation as needed
Communicate with the rest of the IT department o identify and resolve system wide issues.
CERTIFICATIONS:
Mac Computer and Net Experts Professional:
MCNEP 70-176: Designing and Implementing Desktop Applications with Microsoft Visual Basic 6.0
MCNEP 70-175: Designing and Implementing Distributed Applications with Microsoft Visual Basic 6.0
MCNEP 70-100: Analyzing Requirements and Defining Solution Architectures
*MCNEP 70-067: Implementing and Supporting Microsoft Windows NT Server 4.0
*MCNEP 70-068: Implementing and Supporting Microsoft Windows NT Server 4.0 in the Enterprise
*MCNEP 70-073: Implementing and Supporting Microsoft Windows NT Workstation 4.0
* These MCNEP Exams have been discontinued from Microsoft Corp. since February 28th, 2001; new ones have been implemented for retaining certification.
UNESCO:
The international commission for the recognition and equivalence of studies, of higher education at the level of Bachelor of Science in Engineering (Informatics and computer Science).
Proficient in Russian & Amharic (Ethiopian) Languages
REFERENCES:
Available upon request
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Skills: |
Languages: C,C++, VB6, HTML, CSS, JAVASCRIPT, DHTML, TSQL, VBSCRIPT, CLASSIC ASP, PHP, Stored procedure, Triggers, Rational Rose, Crystal Report, ADO, ODBC 3 Years
Database: Designing and Implementing Database using MS SQL Server 2000/2005, Ms-Access, MySQL, Pervasive SQL V8, Administration using MS SQL Server 2000/2005, MySQL 4 Years
Platforms: Microsoft Windows 3X, 95/98/98(SE)/ME/XP, Vista, 2000/2003 (Professional) Server, Linux (RedHat), FreeBSD, OpenBSD, NetBSD, Sun Solaris 9 (Intel and SPARC) 5 Years
Application Software: Adobe Photoshop CS 3.0, Corel Draw, Adobe Image Ready, Ulead photo Impact, Xara web style, Swish Animation, Macromedia Flash, Macromedia Fireworks, Macromedia Dreamweaver for web, CuteFTP for uploading, PSpice, AutoCAD 2006, Electronic Workbench, WinEdt 5.3, MatLAB 6, UML, PCAD, Remedy, GWI, Heat, SharePoint 5 Years
Hardware: Computer Hardware setup configuration and maintenance, Trained to maintain Tuneup and troubleshoot Peripheral, including Xerox and Canon copiers 5 Years
Networks: Cable Management Systems and Cable Installation, Passive Device Installation and Termination, Active Device Installation and Configuration, Server Setup and Configuration, Client Machine Configuration, LAN/WAN Configuration, Intranet Portal Implementation, Site Preparation for Acceptance Testing 5 Years
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Education: |
EDUCATION:
B.S. in Computer Science, September 2005
Moscow Power Engineering Institute (Technical University)
Moscow, Russia
GPA: 3.40
Certificate, Computer System Technician, December 2000
African Virtual University, Addis Ababa, Ethiopia
GPA: 3.20
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