Technical Support and End Users Essay

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Antonio Salum
18709 Avalon Blvd, Carson CA 90746 • (951) 233-4836 C or (310) 538-8772 H • asalum@earthlink.net

IT Professional seeking a full-time position in the areas of Help desk and Technical Support Specialist.

PROFESIONAL SUMMARY
Excellent interpersonal, communication and organizational skills and the ability to troubleshoot problems related to information technology issues.
Addressing end users issues and finding solutions through the resolution
Interfacing with end users via phone & email
Documenting all calls/actions in a web-based ticketing system
Interrelated with people at all levels, end-users, management, developers, network administrators, IT engineers, customer service, and group services to provide technical and functional support.
Coordinated, implemented and managed disaster recovery for customers.
Coordinated and managed the move of Headquarter Offices over one weekend with minimum downtime.
Proficient with all versions of Microsoft Operating Systems 3.x, 9x, XP, NT, 2000/2003,Windows 7 Pro, Microsoft Exchange 2003/2000/5.5
Ten years plus experience supporting, configuring, maintaining, and testing hardware and software applications.

JOB EXPERIENCE

Project Manager, Shapiro-Gilman-Shandler, Co. Los Angeles, CA 90021
2010 - Present
Addressing end users issues and finding solutions through the resolution, Interfacing with end users via phone & email. Documenting all calls/actions in a web-based ticketing system
Maintain and support end users, installing patches updates, configuring printers, applications, antivirus, hardware troubleshooting.
Maintain Exchange Server 2003, Mailboxes, Storage Information, Windows 7 Pro 64 Bit
Workstations, Backup Software, Antivirus
Deployment of the Avaya Hybrid IP Phone 500, users, directory, routing call.
Manage cost on repairs of equipment

Help Desk / IT Support, Titan Technologies, Los Angeles, CA 90017
1998 – 2010
Responds to phone calls, email and online tickets using Tiger ticketing system
Documents, tracks and monitors problems to ensure a timely resolution
Process new user setup and termination requests in required systems
Process setup requests/changes in the Servicing System
Troubleshoot and correct basic problems with multiple applications (either home grown or through third party vendors)
Escalate requests to the appropriate team member as needed
Update/modify existing
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