JESSE KENDALL

123 Elm Street, Miami, FL 33183, Phone: (305) 555-5555, Email: jkendall@notmail.com

DESKTOP SUPPORT TECHNICIAN

Technically sophisticated information technology specialist with solid experience supporting software/ hardware systems and performing equipment upgrades under adverse conditions.

PROFESSIONAL ACCOMPLISHMENTS

ABC COMPUTER SERVICES, Miami, FL, 20xx – 20xx
Desktop Support Technician
Provided hardware/ software installation, server maintenance, trouble resolution, root cause analysis, and SLA maintenance for a large, enterprise-wide LAN/ WAN environment. Traveled to multiple Chubb branches to deliver training to new technicians. Coordinated and oversaw IT projects for ACS Desktop Group and Chubb. Acted as escalation point for CompuCom sub-contractors. Maintained iMacs, disaster recovery, Smart Hands server, and telecommunications equipment. Troubleshot and diagnosed technical issues, network security, and backup/ restore initiatives. Supported all standard, corporate, Chubb-developed mainframe, and Web-based applications. Managed, set up, and provided technology training for remote users.

• Performed network administration functions, set up network user accounts/ permissions, reset passwords, and administered group policies via DRA and Active Directory.
• Installed, configured, maintained, and supported all servers within the network.
• Provided desktop support for over 300 users in Chubb’s Eastern Claims Service Center (ECSC).
• Optimized performance by conducting analysis and fine tuning of Chubb’s LAN.
• Managed national refresh project for over 10,000 devices for clients in over 20 locations.
• Served as Technical Team Lead for 20 technicians located in 15 cities across the country.
• Delivered printing solutions and peripherals, e.g., scanners/ copiers, digital senders, and fax machines.

ABC COMPUTER SERVICES, Miami, FL, 20xx – 20xx
Desktop Support Technician 
Provided on-site enhancement, upgrade, and support services to contracted small business clients for business-critical workstation and network systems. Collaborated with clients to plan infrastructure expansion and upgrades based on business goals and assessment of existing technologies. Built PCs, installed and configured operating systems and application software, and recommended antivirus and security procedures and tools. Performed periodic backups as part of the client’s business continuity strategy. Trained users in equipment and application use.

• Grew the client base from the ground level to more than 300. Provided exceptional service resulting in referral-driven business expansion.

EDUCATION & CREDENTIALS

B.B.A. – Concentration in Computer Science, ABC UNIVERSITY, Miami, FL
Certification: Project Management Professional (PMP)/ Project Management Institute (PMI)
Professional Development: PMP Boot Camp – Refresher in Project Management

TECHNICAL CAPABILITIES

OS/Platforms: AS/400, MS Windows NT/9x/2000/XP/2003 Server & Workstation, Novell 3.1 to 4.1, UNIX
Applications/Tools: ATG Portal platform, MS Exchange, MS Office Suite, MS SharePoint Services
Databases: Oracle 8.17, SQL
Server Languages: ASP, COBOL, Assembly, GW-BASIC, HTML, MS .NET, JAVA, SQL 6.5 to 2000, Turbo Pascal, VAX Pascal
Networking: Sonet, T1-OC12, VoIP, wireless
Hardware: Bay network hubs, Cisco routers, hubs & switches, Cisco IGX, Racal hubs, IBM-based PCs