IT Helpdesk/Desktop

Posted on: 2007-11-09

Deanna Eifler ▪117 Van Buren St.▪ Pittsburgh, PA 15214 ▪ Cell: 412-403-4651 ▪ Email: [email protected] Crown Castle International January 2007-Present Cannonsburg, PA IT Helpdesk/Desktop Tech Responsible for daily end user support of software/hardware. In charge of creating and adding instructions Into IT knowledge base. Setup laptops for new users using ghost image. Work with outside vendors when needed for hardware and software issues. Working in a team environment to complete a tech refresh and company wide Windows Vista, Office 2007 upgrade. Pietragallo, Bosick and Gordon, LLP Law Offices July 2005- January 2007 Pittsburgh, PA Software Analyst Responsible for end user support of software/hardware. Assist with daily operations of the Information Technology (IT) department. Change back up tapes, add/disable/configure user account/mailbox using Active Directory 2003, Prolaw, and Document Manager 5. Troubleshoot software applications, Office 2000, 2003 Hummingbird Document Manager 5. Assisted with a Windows XP roll out. Responsible for the end user support and remote site problems. Travel to remote offices when necessary. Work with outside vendors for hardware and software support. Suggest software and hardware upgrades. Develop documentation for new software installation and instruction. Responsible for training on Office 2000 Suite and Document Manager 5. Train employees in adding printers, creating workspaces, saving documents and utilizing email to DM 5. Alcoa Sept. 2002- July 2003 Alcoa, PA Windows 2000 Migration Engineer/Account Administration Managed over 200 Domain Controllers supporting over 30,000 technical and non- technical users. Migrated Alcoa’s remote sites to its data center. Created reports with Dame Ware and Hyena to collect information on Users, Workstations, and Printers etc. Created new user accounts and Groups using Active Directory, and Microsoft Exchange for the Mailboxes. Disabled accounts using Active Directory or Dame Ware. Responsible for end user support and remote site problems after the migration took place including printers, email, permission and backups. Marconi Communications March 2000- April 2002 Warrendale, PA Desktop Analyst II Level III Technician Responsible for the Engineering Groups Network and end user support. Responsible to install, configure, and troubleshoot network cards, video cards, sound cards, Fore ATM cards (fiber and cat 5), memory, laptops, hubs and various other hardware components. Supported software for Windows NT 4/Windows 2000 professional and server, Windows XP, Outlook 2000, Visio, Oracle, ARS (ticketing software), xwin32 (for Unix), Winframe - (Lotus Notes access), PAL, and various other software. Responsible for two trouble ticket queues. Created and closed tickets in a timely order. Utilized User Manager for resetting passwords and checking user accounts. Staged PCs and Laptops using Ghost Server. Responsible for testing of new software. Documented new software installations for technical and non-technical users. Mentored interns and contractors on both software and hardware. Trained non-technical users on different aspects of software. Pilkington Technical Mirrors Nov. 1999 – Jan. 2000 Brackenridge, PA, Network Administrator Responsible for Administering a TCP/IP 10base/T network consisting of 3 Windows NT 4 Servers (File, Application, Exchange) and 1 Unix server. Responsible for user support for over 30 Networked PCs, hardware and software. Software support included Windows NT/Windows 98, Office97/2000, Outlook98/2000, and various other software. Rewired building removing old cable and replacing it with new cat5 cable. Installed a new patch panel and hubs. Responsible for the year 2000 upgrade and roll over. Aristech Chemical Corporation May 1999 – Oct. 1999 Pittsburgh, PA IT Consultant Managed an Y2K Upgrade. Traveled to various sites to upgrade software necessary for Y2k Roll over (ex. I.E. 5.0.,Lotus 123, etc.) . Created an Excel spreadsheet to keep a record of all PCs information. Assisted Information Technology staff with hardware and software issues. Cleaned all Temp files, Internet Cache from PCs. Upgraded servers. Compaq Computer Corporation Sept. 1998 - March 1999 Pittsburgh, PA IT Consultant/Field Support Engineer Worked in a team environment for Y2k Implementation. Reconfigured PCs for Network use. Flashed the bios on the PCs. Updated various software applications including Windows 95/Windows NT, Microsoft Office. Loaded and executed a software inventory program. Keyed in data that consisted of IP address, Serial number, MAC Address, Host and User name. Responsible for troubleshooting and repair of multiple vendor desktop and laptop systems. Responsible for product sales of hardware and software for both desktop and laptop computers. Greater Pittsburgh Blood Bank Jan. 1998 – Feb. 1998 Pittsburgh, PA Help Desk Support Specialist Responsible for end user support via the telephone. Supported remote network. Responsible for troubleshooting admixed Windows NT/Novell environment. Designed and implement web based Knowledge base index. Supported software I.E. and custom applications. Guardian Protection Nov. 1997 – Jan.1998 Pittsburgh, PA, Network Support Analyst Responsible for staging and integration of new PCs and applying policies. Performed hardware and software installations and upgrades including new network printers network cards and cat5 cabling. Assisted with the implementation of a Dial up server for call center. Education Computer Tech. Pittsburgh, PA AS Computer Information Management – January 1997 Continued Training Courses Attended & Certification Red Hat Linux Rh133, Certificate Completion, 2000; Dell Certification, Certificate Completion, 2007; MCP Microsoft Windows 2000 Professional, MCP, 2001; MCP Microsoft Windows 2000 Server, MCP, 2001, Unix Administration training classes for basic troubleshooting of software and adding and deleting user accounts.