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Your work is to discover your world, and then with all your heart give yourself to it. -Buddha
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Margaret
US-New York
Support
To attain a position as a Technical Support Specialist, Help Desk, or Customer Service Representative
Margaret Darden
1350 Washington Ave Apt 8C
Bronx, New York 10456
Cell Phone (917) 841-6990 bm_darden@yahoo.com
OBJECTIVE
To attain a position as a Technical Support Specialist, Help Desk, or Customer Service Representative
HIGHLIGHTS OF QUALIFICATIONS
q Over 3 years of experience working in a help desk and call centre environment
q Known for approachability, diplomacy and calm demeanor
q Demonstrated ability to quickly diffuse heated customer situations
q Provided a leadership role in a team environment
q Supported other team members and facilitated in creating a stress reduced atmosphere
q Trained others in the use of applications and in technical support methods
q Excellent troubleshooting and logical problem solving skills
q High level of written and oral communication skills
q Excellent working knowledge of operating systems for trouble shooting in MS Win 3x, 9x, Win NT, ME, and Win 2000, MS Access, MS Office 2003/2007, and MS Outlook
q Installation, add, moves and changes for staff
q Creative ability to solve unusual or difficult problems when logical methods have failed
q Demonstrated ability to meet deadlines, and set priorities
q Provide rapid response to customer complaints in a hospital and non-hospital setting.
EMPLOYMENT HISTORY
Independent Consulting
Desktop Support August 2007- August 2009
(Law Cash, Warner Music Group, Plainfield Asset Mgmt)
(24/7 Real Media & Cornell Medical Center, DMAD Consulting)
q 100+ user environments, which required software upgrades, downgrade of software (Vista to XP), installations of hardware and software, patching of software with service packs, virus and spyware removal, bios upgrades, configuration and troubleshooting of various software products, and VPN Setups on a PC Platform
q Create remote desktop images using XP Sysprep and deploy images both locally and over the network using Symantec Ghost 8.0
q Modifying of registry for XP and Vista
q Supervised and supported 100 in the absence of CIO
q Install of Cisco IP Phone 7960 telephone and training users on phone usage
q Provided training to all new employees, which helped to increase their productive from the first day of employment and beyond.
q Troubles hooted of TCP/IP, DNS Wins, with such tools ipconfig, nslookup, netstat, and nbstat.
q Deployed updates, service packs and hot fixes using WSUS, Windows Update, Automatic Updates, and Group policy
q Built Images that cut company’s downtime by 80% and the checklist made it easier to move user data to new computers
q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including Logmein, XP, Vista, Microsoft Office 2003/2007, Blackberry Device (8830, 8330, 8320), Webmail (Yahoo. Gmail, Hotmail) and McAfee etc
Fashion Institute of Technology, New York
Lead Technician November 2000 - July 2007
q Training and help desk for over 300+ people.
q Creating of user accounts, reset accounts, disable accounts, set permission on shares,
q Coordinated, supervised, and implemented installation, adds, moves, and changes of user computers.
q Support and troubleshoot of PC and Mac with connectivity problems to the network along with Network Interface cards, Sound Cards, CD-ROM drive, Printers, Iomega zip drives, scanners and plotters for both environments.
q Ghosted of new machines and setup of additional labs with servers and workstations
q Diagnose of hardware and software issues for students, staff and faculty on a day-to-day basis on PC and Mac platform
q Installed, upgraded, and troubleshooting of PC's and Mac’s which included break fix, wiping down drives before reuse of systems, installation of hardware and software PC and MAC deployment of equipment for the setup of new labs,
q Creating/revising macros and spreadsheets in Excel
q Maintain a secure network and implement network topologies like Ethernet.
q Advanced knowledge in DNS, Active Directory, DHCP, and WINS
q Inventory track done using TrackIt
q Developed a specials workshop for first semester students called Tech Talk, which allowed students to work with devices on PC and Mac platform
q Reinforced and coached team of five technical support through the use of intensive training on how to provide better technical support to end user
q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including XP, Vista, Office XP, 2000/2003, McAfee and Norton Antivirus, Webmail (Yahoo. Gmail, Hotmail), virus and spyware removal, Adobe Products, AutoCAD, Final Cut Pro, Microsoft Office, and numerous industry specific applications
Independent Consulting
Network Administrator January 2000 - November 2000
(Alight.com)
q Performed update of user rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need
q 100+ users received day-to-day support of laptops and desktops environment, which consists of; installation of software and upgrading of hardware, troubleshot hardware and purchasing equipment for company
q Answered technical questions regarding software products and their requirements within related industries
q Investigated issues reported by customers and dealers in a timely and efficient manner
q Maintain a secure network and implement network topologies like Ethernet
q Advanced experience with DNS, Domain Controllers, DHCP, and WINS.
q Conducted training classes for internal employees consisting of 1-10 employees on computer skills (the internet and MS Office)
q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including NT Servers/Workstation 4.0, Exchange 5.5, Office 97, virus and spyware removal, Adobe Products
McNaughton Apparel Inc, New York
Network Specialist September 1998 - December 1999
q 100+ users received day-to-day support of laptops and desktops environment, which consists of; installation and repair of software and hardware, troubleshot hardware and purchasing equipment for company
q Conducted one-on-one training classes for internal employees to learn the Outlook interface
q Assisted in-house staff and field personnel by solving internal and external concerns or issues
q Updated and maintained inventory control
q Installation, add, moves and changes for desktops and laptops
q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including NT Server/Workstation 4.0, Exchange 5.5, Office 97 and Adobe Products, virus and spyware removal, Norton Antivirus
Dow Jones Markets Inc, New York
Lead Technician July 1997 - June 1998
q 200+ users received day-to-day administration of two NT 4.0 Domains and 3 Netware Servers with laptops and desktops environment, which consists of; creating user accounts, installation of software and hardware, troubleshoot of logon issues and corrupt profiles and software.
q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including NT Server/Workstation 4.0, Novell 4.X, CC-Mail, Lotus Notes, Act, Extract, Office 97 and Lotus Organizer and Novell 4.0 Servers, which included logging all calls into a Heat database for multi-platform
q Installation, add, moves and changes for desktops and laptops
q Assisted in-house staff and field personnel by solving internal and external concerns or issues
q Updated and maintained inventory control
Holy Name Hospital, Teaneck New Jersey
PC Analyst May 1995 - July 1997
q Installed, upgraded, and troubleshooting of PC's with Windows 95 and Windows (3.11 & 3.1), Windows NT 4.0 along with connectivity problems, in addition to, install of workstation, servers, network interface cards, Sound Cards, CD-ROM drives and Printers
q 200+ remote doctor and nurses access the hospital system
q Setup and configuration Access database for maintaining the inventory of the entire hospital workstations, servers printers, and dumb terminals, monitors, etc, which the CIO used project next year’s fiscal budget.
q Provided second level support to internal Help Desk to resolve user concerns with specific applications, including NT Workstation 4.0, Remote Clients, Virus Removal, Office 97 and Lotus Organizer, hospital third-party applications, which included logging all calls into a Heat database for a multi-platform environment
q Supervisor and training for four technicians
Margaret Darden
1350 Washington Ave Apt 8C Bronx, N.Y. 10456
Cell Phone (917) 841-6990 bm_darden@yahoo.com
OS & APPLICATIONS
Systems: Server Windows 2003/2000, Windows NT 4.0, Microsoft Workstation Software NT4.0 XP, 2000, 95/98, and Mac G4, G3, G5, Novell 3.11/4.1.RedHat 7to 9, Fedora 8 to 10, Ubuntu 8.10
Hardware: Servers HP, Dell, Desktops/Laptops HP/Compaq, IBM ThinkPad, Dell, NEC, Toshiba, Gateway
Cisco Routers and Switches, HP, Netgear, 3Com Switches,
Setup of Wireless in Homes and Small Business
Printers (HP printer maintenance kits), Scanners, CD-ROM, Blackberry (8320, 8830 8700, 9000)
Software: Email Program Exchange Server 5.5/2003
Corporate Edition of Anti-Virus (McAfee, Norton), Spybot Search Destroy
Ghosting Software Norton Ghost 8.0
Enterprise Edition of Backup Software Backup Exec 12.0(Some background), Arcserve Backup
Database SQL 2005, Access 2000/2007(Some Administration)
VPN Logmein, VNC Windows VPN
Management Software for Help Desk Track-it, Heat, Altiris, and RT Helpdesk
Application Software: Adobe Creative Suite (CS, CS2, CS3), Final Cut Pro Express, Microsoft Office 2003/2007 (Strong knowledge Word, Excel, Outlook, Access, and PowerPoint), Visio 2000/2003, VMware Workstation
Macintosh: Apple OS (10.4, 10.5), MS Office (2004, X.v), Adobe Creative Suite (CS, CS2), Entourage, Parallel 3.0, VMware Fusion, Suitcase, HTML
Linux Networking - TCP/IP, Telnet, FTP, DNS, DHCP, SSH, ifconfig, route, netstat, xinetd, http, Mail - SMTP, POP, Admin Tools - vmstat, iostat, top, traceroute, ping, Backup – tar. Graphics - Adobe Photoshop, Gif animators, basic shell scripting.
EDUCATION/CERTIFICATION
Bachelor of Arts Pace University of New York, (Mathematics)
Microsoft Certified Professional
MCSE NT 4.0
CCNA is pending
A+ Certification (A+)
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