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Work experience

Aug 2010Present

Lead Technical Support Analyst II

North American Communications Resources
  • Lead a team of five, plan, manage and coordinate support activities
  • Support, monitor, test, and troubleshoot hardware and software problems, pertaining to corporate desktop and laptop computers
  • Maintain data communications and connectivity for local and remote users; support end users via telephone and remote control software
  • Trouble ticket creation/resolution/escalation; active directory moves, adds and changes Install and configure workstations. Create and export mailboxes in Exchange
  • Setup and maintenance of workstations backups and antivirus
  • Prepare documentation and description of common end user problems, and additional projects assigned by supervisor.
  • Set up exchange account on iphone, droid, blackberry etc.
  • Setup account on Blackberry Enterprise Server (BES)
Oct 2008Jun 2010

Supervisor Technical Support Specialist

Diversified Community Technology Center

·Supervise a team of five and manage, plan and coordinate day to day operation for service desk

·Installed, troubleshot, and maintained software and hardware.

·Provided phone and on-site support to resolve ticket receive through service desk

·Troubleshot hardware, software and network problems via telephone using Magic and remote software

·Assisted Network Administrator

·Troubleshot LAN and WAN connectivity

·Created backup for users and image PCs

Oct 2006Mar 2008

Service Desk Analyst II

ITR – Group - Contract Client (Allianz Life Insurance of North America)

·Take calls and troubleshot to resolve hardware, software and/or network problems

·Active Director Administration

·Troubleshot workstations, laptops, PDAs, VPN, LAN and WAN connectivity

·Troubleshoot Cisco IP Phone and reset password for Cisco IP Phone

·Drop and Install Software using Microsoft SMS

·Provided phone support, create tickets, document troubleshooting procedural and assign tickets to necessary department.

·Troubleshoot propitiatory applications and escalate complex issues to necessary department

·Troubleshoot lotus note, reset notes password and escalate complex note issues to Notes Administrator

Aug 2004Aug 2006

Technical Support Analyst I

IQOR formely (IRMC)

·Configured TCP/IP networking, Microsoft Office, and network printers

·Received and prioritized issues via help desk tracking software and forwarded complex issues to systems specialist

·Provided phone and on-site support to resolve ticket

·Troubleshot hardware, software and network problems via telephone using Altiris and Dameware remote software

·Active Directory Administration

·Troubleshot LAN and WAN connectivity

Jun 2002Jun 2004

Technical Assistance (Work Study)

Dakota County Technical College

·Repaired and Installed Microsoft Windows 98, 2000/XP Pro Systems

·Troubleshot hardware and software problems Installed and configured software packages

·Installed and configured software packages

·General Office duties: filing, faxing, copying, sorting and mailing

·Greeted clients & provided information on resources

·Maintained Career Services online database

·Edited Library records & backup documents to Library Webpals System


Jun 2009Apr 2011


Western Governors University


Seeking a satisfying and challenging Network Manager Position that will allow me build on

considerable skills that I have already developed.


Technical Skills Hardware: PC Maintenance – Repair, Build, and Set up printers including Cannon, HP, Epson, and Lexmark, Blackberry, PDA, Docking Stations    Operating Systems: Windows 95, 98, 2000, XP, Vista and 7, Windows Server 2000, 2003, 2008 Ticket Management System: Remedy, Peregrine, Manage Now, HP Open View, Request Tracker, Remedy, TrackIt, Footprints, Altiris, PCAnywhere, Dameware, Magic trouble ticket management systems Ancillary Skills:  Office 2003, 2007 and 2010 Word, Power Point, Excel, Access, Outlook and Publisher, Microsoft FrontPage, QuickBooks, HyperTerminal, Hyena, Active Directory, SQL knowledge, Lotus Notes, Microsoft SMS Networking: LAN/WAN, Wireless network, TCP/IP, DNS, DHCP, Cisco Routing configurations
Professiona Skills
Professional Skills Three years of experience as IT Supervisor. Expert in network design and security. Specialist in network and infrastructure design. Good knowledge of various software and networking. Interpersonal and adapting skills. Excellent in technical and logical knowledge. Responsible to improve business process. Leadership experience in Leading people and teams Knowledge and skills in developing sustainable solutions Excellent experience in serving customers Knowledge and skills of managing products and services Good knowledge of managing technology and innovation Assessing the competitive environment Knowledge and skills in planning for the future in the global marketplace