Technical Support or Desktop Support or Helpdesk Analyst

Danny O. Thomas 4999 Celtic Way Stone Mountain, GA 30083 Mobile: (404) 520-0009 Home: (770) 465-3993 Email: [email protected] PROESSIONAL PROFILE Experienced Computer IT Specialist with a well established and strong software , hardware, network & desktop background and outstanding customer training and s ervice professional. HIGHLIGHTS OF QUALIFICATIONS Specialized Technical Skills: Skilled IT professional with over 12 years of experience; strong network adminis tration and technical support experience in various corporate environments. Comp uter skills includes Windows, Word, Excel and Power-point. Experienced with Remo te Desktop Services; Experienced with Microsoft Server and Desktop operating sys tems, software & hardware; able to Multi-Task by helping to provide guidance for security policies for database entry and training; Audio and Visual Media Techn ology. Help Desk phone support, desk-side technical support and bench-top diagno sis and repair. Provided Data base management assistance; Understanding of basic procedures for protecting information system policies and procedures; Help desk analyst; worked with peregrine, remedy and heat ticketing systems; excellent tr aining, communication and customer service skills. EDUCATION/TRAINING ACCOMPLISHMENTS A+ Certified, MCSE, and MCP, Atlanta, GA.....2002 Bachelor of Computer Science, Valdosta State University, Valdosta, Georgia....20 06 Associates of Applied Science, Coastal Georgia Community College, Brunswick, GA. ...2002 Certificate of PC Repair, Brunswick, GA.....1997 Certificate of Computer Information Technology, CGCC, Brunswick, GA....1997 Currently completing Microsoft Certification MCDST.....2010 PROFESSIONAL EXPERIENCE VS-Photography IT Data Manager 10/2009-Present * Work as a project team member to further team goals for the IT Dept and provid e the highest possible level of customer service to clients; * Reviewed IT Initiatives within the company. * Review data for inconsistencies and logical errors according to the Data Manag ement Plan. * Maintaining of Logical, Consistent and Complete Data. * Excellent time management, interpersonal and communication skills. * Monitoring database Activities * Served as first point of contact for IT related problems APS/Spherion Corporation Help-Desk Support Analyst - 6/2008 - 10/2009 * Identified, diagnosed, and resolved Level 1 incidents for users of the mainfra

me, personal computer software and hardware. Enterprise network, the internet an d new computer technology in a call center environment. Communicated solutions t o end-users. Provided one-on-one end-user incident resolution over the phone for Enterprise approved Personal Computer (PC) software. Assisted with Service Des k metrics reporting. * Diagnosed and resolved end-user network or local printer incidents, Windows 20 00/XP configurations, PC hardware incidents and mainframe, e-mail, Internet, dia l-in, VPN and local-area network access issues. * Coordinated timely repair of scanner and printer equipment covered by third-pa rty vendor maintenance agreements. * Worked with other technical teams to create materials for end-user frequently asked questions. * Created email accounts and install applications on user computers remotely * Documented issues in HEAT, the ZCS Service Desk's Incident Management system. * Created and maintained user accounts and password; Reset network and productio n applications within the database. * Problem reporting to IT resources and outside vendors; maintenance on user des ktops. * Provided assistance on issues with users and IT resources to ensure their time ly and satisfactory completion. * Preparation of data management updates for clients. * Provided Tutorial training to new employees on new application and company pol icies * Provided support for audio and visual media and escalated to next level when r equired. * Provided Assistance in researching background documentation; specifications, a nd requirements needed in the procurement of new or replacement equipment and so ftware at the workstation and laptop levels Apex Corporation Technical Support Specialist - 10/2007 - 06/2008 * Provided computer technical expertise and assistance to support total Customer Service to ensure maximum system availability. * Utilized hardware and software devices to analyze systems. * Recommended improvements in design, operation and maintenance to enhance perfo rmance. Configured hardware and analysis tools to store and process recovered co mputer files. * Conducted analysis of computer systems and provided continuing technical suppo rt involving hardware, analysis tools, and computer files, including recommendin g file review and search procedures. * Creates and maintains Standard Operating Procedures (SOPs), installation guide s, and user guides for customers. * Provided a classroom environment for employees to help strengthen their skills through computer training * Troubleshot and corrected hardware malfunctions for laptops, desktops, printer s, database etc. Installed software, updates, drivers, and made other system mod ifications. Performed customer moves, system refreshes, installed peripheral har dware. * Microsoft Exchange Server and Active Directory * Provided warehousing support as needed; responsible for in-house database for equipment on hand and obsolete equipment going out. * Provided advanced level computer support to faculty and staff, for instruction , research and administration, which included the installation, maintenance, and troubleshooting of computer hardware and software. * Provided counseling to employees when adjustments were needed and met with sup ervision. * Windows, Novell, Linux, UNIX and MAC, including administration of users and wo rkstation objects in a Novell and Windows network environment; performed duties that involve a wide range of IT initiatives and management activities that exten d or apply to major components or to a larger organization.

PROFESSIONAL MEMBERSHIPS: Association of Clinical Research Professionals (ACRP) Society for Clinical Data Management (SCDM) Valdosta State University Alumni PROFESSIONAL REFERENCES: Clara H Cobb, MSN, RN, CFNP CAPT U.S Public Health Services Phone: 404-562-7894.... [email protected] Christine Russell IT Business Management Consultant Atlanta Public Schools Phone: 770-572-6672 [email protected]