Desktop Support IT specialist looking in Washington D.C. Area

Cliff Jean-Charles

Summary of Experience
Highly motivated and detail-oriented IT professional with 8+ years of experience in desktop support. Specific experience includes: Healthcare, private firms and corporations. Extensive IT experience and skill sets that include: senior level support and maintenance of multi-platform environments.

Technical Expertise
• Windows Vista/XP/2000/NT/9x


• VMware Workstation 6.0
• Symantec Backup Exec
• Active Directory
• Symantec Norton Ghost 2003
• Damware
• LANDesk
• Microsoft Office Suite
• McAfee and Symantec anti-virus
• Novell eDirectory/NDS


• Dell/Gateway/Compaq desktops and notebooks
• Dell/HP Printers

• Scanners
• PDA’s


• Cisco VPN Client
• Citrix Presentation Server

• Microsoft Certified Professional (MCP)
• Pursuing MCSA Certification

Joslin Diabetes Center Boston, MA 09/08- 12/08
Desktop Support Technician
• Provided hardware and software support for 800+ users
• Responded to daily helpdesk tickets using an automated helpdesk system
• Administration, installation, configuration, and upgrading of Dell laptops/desktops, applications and helpdesk support
• Cisco VPN client set up and management
• Desktop imaging utilizing Norton Ghost 2003
• Troubleshot networking, peripheral and printer issues
• Created Microsoft Exchange accounts

Boston Culinary Group Cambridge, MA 03/08- 06/08
IT Analyst
• Identified, researched, and resolved all PC related hardware and software issues
• Installation and PC setup of XP professional and Office 2003 suite
• Desktop software installation
• Setup and configuration of user profiles in Active Directory and Microsoft Exchange accounts
• Documented, maintained, upgraded or replaced hardware and software systems
• Configured new and existing PC systems in a networked environment
• Moves/Adds/Changes of users and hardware
• Assisted with LAN administration issues including account administration of Active Directory, and company backups using Symantec Backup Exec

Target Software, Inc/Target Analysis Group Cambridge, MA 09/06- 01/08
Lead Desktop Support
• Provided 2nd/3rd level PC support for local and remote users on the TSI/TAG Enterprise for 200+ users
• Responsible for all desktop and notebook software/hardware technical and administration support
• System security by applying patches and critical updates on servers
• Developed and maintained standard images for desktops and laptops
• Created users, groups, home directories in Active Directory and Microsoft Exchange accounts
• Managed Symantec Antivirus on desktop systems

UMass Medical School Jamaica Plain, MA 11/01- 9/06
Desktop Support Specialist
• Provided Tier 2 and 3 phone and desk-side support to 1000+ users on Windows XP Pro, Windows 2000 Pro, Win NT 4.0, Win 9x
• Expedited service by utilizing remote control tools such as LANDesk and VNC
• Documented and maintained backups and storage for two separate network environments using Veritas Backup Exec
• Developed backup strategy for both UMass Medical School and Department of Public Health
• Administrated Active Directory, NetWare NDS, and Microsoft Exchange accounts. This included the creation and maintenance of distribution lists, and .pst files
• Set up networks on TCP/IP and configure printers to print via IP
• Used Symantec Ghost to create and deploy images
• Troubleshot, resolved, and fixed network connectivity hardware and software issues
• Evaluated and implemented new hardware and software

Clark University Computer Career Institute Braintree, MA 1999-2000
• PC Service and Support Specialist Certification Program

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