Joseph T. Marino
7465 Commack Rd.
East Islip, NY 11730
(555) 555-5555
 

Systems / Network Technician

Offering Advanced Skills and Record of Consistent, High-Quality Performance in Systems/Network Installation, Configuration, Upgrade, Migration, and Problem Resolution Activities

Quality-focused IT professional with A+ certifications plus 6+ years of experience as systems technician and software/hardware support specialist. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Comfortable operating in a wide range of platforms and environments. Effective communicator; able to explain complex processes in easy-to-understand terms for end users. Skilled in proactive identification and resolution of critical systems/network issues. 

CORE COMPETENCIES:

TECHNOLOGY SUMMARY:

 PROFESSIONAL EXPERIENCE

Help Desk Support Technician (2004)

Functioned as member of network team handling over 10,000 calls per day that represented 4 million-plus PCs and diverse group of end users. Managed various areas of support included broadband connectivity, account provisioning, email (Outlook, Outlook Express, Eudora, Mac email) and Windows installation, configuration, and upgrade issues. Maintained and monitored support for all TCP/IP network configurations.      

   Key Contributions & Accomplishments:

n         Customer Support & Satisfaction – Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of calls resolved within company’s 10-minute requirement. Turned around tense situations with irate customers into positive outcomes.

n         Professional Development – Expanded background knowledge in Windows, Mac, and email implementations and reconfigurations.

Computer/Network Technician (2002 – 2004)

Managed broad range of installation, upgrade, roll-out, and troubleshooting projects for Windows-based networks, with focus on computer/network systems running Jaro proprietary customer billing software within sanitation and recycling industries. In addition to technology solutions/support activities, prepared payroll data for processing and covered all employee vacations/absences to maintain smooth-running operation.     

   Key Contributions:

n         Systems Upgrade – Improved stability and performance of system and network by upgrading Windows 98 to Windows XP Professional; saved all customer data on existing PCs, built new computers, migrating existing applications, and customizing configuration settings.

n         Application Implementation – Enhanced remote access through installation and configuration of VPN, Remote Desktop, Remotely Anywhere PC Anywhere, VNC, and NetMeeting.

n         Disaster Recovery – Reversed prior history of single-drive data protection by implementing use of Ghost software to replicate image from primary to secondary hard drive. Implemented disaster recovery procedures using Veritas, Retrospect Pro, and Ghost.