Excellent problem-solving abilities Active Directory, LDAP
Basic Unix/Linux (kernel/shell, PID, GUI) Oracle/SQL
Skilled multi-tasker Java
System upgrades Skilled in HTML, HTTP and IP
System backups Proficient in Norton Antivirus software
Data backup and retrieval Skilled in TCP/IP and WAN
Remote access technology Computer skills including maintenance,
Excellent communication skills networking, and troubleshooting
Excellent diagnostic skills Computer skills including Microsoft Office
Refined system debugging skills applications
Expert in Microsoft Suite Partitioning hard drives
Customer service expert Installing Operating Systems- Windows 2007,
Analytical and critical thinker Vista, XP, setup, repair, troubleshoot and recover PC’s
Fast learner Printers and network hardware
Strong interpersonal and team work skills
Extensive customer service experience
Technical/Desktop Support Technician Supporting 5/3 Bank
Pomeroy/Fifth Third Bank – Cincinnati, OH 11/2013 to Current
Windows 7 Migration
Completed projects by effectively applying engineering, technical and maintenance
SCCM, Remedy, SharePoint
Remote Desktop/Remote Assistance
Supported all 5/3 employees with successful migrations over to new Operating System Windows 7
Assist Citrix Users
Windows OS Support
Working with VMware, managing users, groups, permissions, and roles, Active Directory management, creation of policies for things like acceptable use, backup strategy, OS patching/upgrades, monitoring/alert configuration, performance tuning, security of data - and physical security of the servers themselves, end-user training on server use.
Programmed and troubleshooted devices following installation..
Installed software, modified and repaired hardware and resolved technical issues.
Provided base level IT support to non-technical personnel within the business.
Managed call flow and responded to technical support needs of customers.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Created cases and claims for damaged, lost or displaced packages.
Followed up with clients to ensure optimal customer satisfaction.
Reviewed and updated client correspondence files and scheduling database.
Outlined the appropriate process and procedures necessary to fulfill and complete inquiries.
Coordinated with systems partners to finalize designs and confirm requirements.
Diagnosed and troubleshooted Windows processing problems and applied solutions to increase
Provided documentation on start-up, shut down and first level troubleshooting of processes to help
Implemented company policies, technical procedures and standards for preserving the integrity
and security of data, reports and access.
Reviewed Sharepoint pages to verify end user information and requested information
Consistently met deadlines and requirements for all production work orders
Advocated for end-users to perform testing and problem analysis for server, desktop and IT
Internal Revenue Service – 02/2011 to 08/2013
Verified quality of tax payer information from submitted tax forms
Input tax information into ISRP, RPS and SCRIPS systems.
Processed personal checks and money orders
Had daily deadlines to meet
Center for Employment Training – MS Special Certification Excel 2007 - 2013
A+ Certified: IT ready program Per Scholas: Information Technology and Computer Applications - 2013
Newport Central Catholic High School - 2005
Time off award in lieu of Annual Appraisal, receiving an overall rating of Exceeds Fully Successful
Per Scholas IT Ready Graduate - 2013
Center for Employment Training Graduate - 2013
Microsoft Office Specialist Excel 2007
|Last Resume Update||June 10, 2014|
|Address||United States of America|
|Resume File|| DerekSPosey.docx 61 kB|