Desktop Support Engineer ITIL in Philadelphia PA Resume Robert Sweeney by RobertSweeney3

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Robert Sweeney is a Desktop Engineer with 15 years of experience in numerous platforms and software packages,
providing support to over 1200 desktops campus wide. In addition to providing phone and remote technical support to other company off site technicians, he maintained company assets to assure accountability and prevent loss.

More Info
									                                    Robert C. Sweeney
                                   Mount Laurel NJ 08054
                                       609 613 2599
                                   swerobert@gmail.com

                                           SUMMARY
Desktop Engineer with 15 years of experience in numerous platforms and software packages,
providing support to over 1200 desktops campus wide. In addition to providing phone and
remote technical support to other company off site technicians, maintained company assets to
assure accountability and prevent loss. Contributed to achievement of departmental and company
goals for service, quality assurance and asset control.

                                 TECHNICAL SKILLS
Certified ITIL Foundation in IT Service Management

Hardware: HP, Dell, Gateway Desktop and Laptop Computers. Blackberry, Cisco VOIP
Phones.

Software: Windows XP, Windows 7, Windows Server 2008, Unix/Solaris, Red Hat, Ms
Office 2003 & 2007, Remedy, Cisco VPN, MS Remote Access, Ghost, Attachmate, Acrobat,
Crystal Reports, Oracle, Visual Basics, Visual Studios, MS Visio, MS Project, MacAfee,
Malware Bytes, Spy Sweeper, MS Internet Explorer, Fire Fox, Blackberry, People Soft,
TCIP Configuration, Market Data (Bloomberg, Reuters), News Station, LANDesk .

                              PROFESSIONAL EXPERIENCE

Dow Jones & Company, Inc – Princeton NJ                                                    1998 to 2011

Desktop Engineer II (1999 to 2011)
    Responded to service request promptly and effectively, resulting in efficient utilization of
      manpower and resources.
    Troubleshoot, diagnosed, and repaired end user computer hardware and software.
      problems via telephone, remote tools or in person, with an average of 6 calls a day
      depending on complexity.
    Ensured the security and quality of software and hardware, through regular installation of
      software product updates and patches.
    Responsible for configuring and deploying desktop/laptop computers for new employees.
    Refreshed and upgraded select Desktop/Laptops that reached end of life.
    Created and updated support documentation for all desktop related issues for department
      continuity.
    Utilized problem tracking software, Remedy to effectively measure, track technology
      problems and issues for resolution and documentation.
    Researched and resolved technical issues and questions using available information to
      eliminate duplication of resources.
    Performed duties of queue manager, assigned and allocate the workflow to appropriate
      technicians.
      Managed users in Active Directory to ensure employees received proper policy setting
       appropriate to department criteria.
      Updated and maintained all corporate images, based on department and user
       requirements.
      Provided technical assistance for all remote users.
      Configure, deployed, and provide technical support for approximately 300 to 500
       Blackberry devices.
      Supported Cisco VPN client software and hardware, to enable user to work from remote
       sites.
      Resolved network issues at the end user level, to ensure user ability to connect to
       company shared resources.
      Provided support for all company wireless devices on campus.
      Responsible for all video conferencing at over 15 on campus locations and over 50
       remote sites.

Consultant on Site (1998)
   Member of team that completed company wide project to roll out new hardware and
      software, providing the company with the latest technology. Enabling the company to
      better leverage resources, and become more competitive in the news market.

                                  Select Achievements
          Member of team that set up News Room, in Princeton NJ, in one day resulting from
           911 terrorist attacks.
          Primary support for News Department. Providing prompt (5 minute) turn around on
           incident resolution.
                               Prior Experience

Universal Commodities Corporation, Florence NJ – Technical Support Manager


Academy of Computer Careers, Willingboro NJ - Instructor


Professional Plus Systems, Willingboro NJ – Programmer/ Consultant


Special Blend Convenience Shop, Burlington NJ – Owner/ Manger

                                 Education
           Liberal Arts, Burlington County College, Pemberton, NJ

                       Community Affiliations
                Member of Burlington Township Council
                Big Brother, Big Brothers of Burlington County
                Boy Scout Leader, Burlington Township
                Burlington County Probation Counselor

								
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