1. Jobe A. Diagne<br />11 Cushing St Medford, MA 02155<br />(781) 350-0765 JobeDiagne@gmail.com<br />Summary: IT support professional with 4+ years of experience, including high volume, multiple sites, and 24x7 support environments. <br />Technical Competencies: Windows XP and Windows 7, Bart’s PE, Symantec Ghost Imaging Software, Fedora OS, Linux ,Microsoft Office Suite 2000 to 2007, MS Outlook, Windows Server 2003 &2008 MS Exchange2008 , ,Active Directory 2008, Adobe Macromedia Suite, Lotus Notes, Notes Administrative Console Symantec, McAfee antivirus software, printer network configuration and hardware support. TCP/IP; Remedy, Magic, Track IT, Alteris ticketing systems, and Connect Wise ticket management system, Kaseya system management console<br />Personal characteristics: Ability to multi-task, good customer service orientation. Ability to work independently as well as part of a team which are mentioned below<br />Experience<br />Help Desk Technician February 2010- July 2010<br />Tech Networks of Boston South Boston, MA <br />Provided tier 1 tier 2 remote phone support<br />Worked with several different operating systems that include windows XP, Small Business Server 2008 Windows 7<br />Creating new user accounts using Active Directory 2003 and 2008<br />Supported multitude third party applications such as ACT, Citrix, KPACT, and also Net2print software.<br />Provided support and configuration of IPhones, Blackberries and also Droid Smartphone’s<br />Checked servers event logs and also service’s to find a fix for server related issues.<br />Corporate Support Analyst (contractor) August 2009 – November 2009 <br />Athena Health Watertown, MA <br />Configured HP Slim Client Citrix machines<br />Provided Desktop support to users as needed <br />Worked on several projects to upgrade software such as; Microsoft Office, PGP Encryption Software and Symantec End Point Protection.<br />Removed Virus from Dell laptops using third party virus removal tools<br />Diagnosis of peripherals such as; Docking Stations, Keyboards, mice and monitors <br />Desktop Support /Field Technician (contractor) January 2009- May 2009<br />Provided remote technical support for Smith and Nephew<br />Removed viruses on infected laptops <br />Installed new Anesthesia software on 75+ at Boston Medical Center <br />Assisted Field Technicians in support of all technical related issues<br />Installed new hardware and software as needed<br />Provided support and diagnosis of local and network printers<br />Desktop Support Analyst (Contractor) November 2008- December 2008<br />EnerNOC Boston, MA <br />Provided level 2 support for internal and also off site employees <br />Tested HP Laptops for hardware failures<br />Supplied Remote Support for offsite users using Windows Remote Desktop Software<br />Updated company phone list using Cisco Unified CM Administrator <br />Installed Windows XP using Symantec Ghost<br />Removal of Virus and Trojans using McAfee antivirus software <br />Technical Support Analyst September 2007- August 2008<br />ITA Software Cambridge, MA<br />Provided first level support for 500+ employees in a fast-paced team environment <br />Supported both Windows and Linux printers<br />Imaged and created accounts for Linux and Windows users<br />Installed software and update settings on computers upon request<br />Logged tickets and track their resolution, presenting communications as required<br />Evaluated problems reports routinely and recommend permanent solutions for recurring problems<br />Published and updated technical solutions on company’s internal Wiki page<br />IT Analyst II (Contractor) May 2007- August-2007 <br />The Mentor Network Boston, MA<br />Imaged PC’s using Symantec ghost on a daily basis <br />Performed password resets <br />Installed Cisco PAL or Nortel Connectivity VPN software depending office location <br />Troubleshooting technical issues for remote clients from one central location <br />Performed network support in a TCP/IP environment <br />LAN Support Technician (Contractor) January 2007- April 2007<br />Merrimack Pharmaceuticals Cambridge, MA<br />Updated internal website using Dreamweaver and Adobe Photoshop<br />Configured and supported MathLab software in a mixed Windows /Unix environment<br />Tested Magic ticketing systems for better support practices <br />Performed patch phone and VOIP Support<br />Help Desk Associate/ PC Specialist (Contractor) May 2006- November 2006<br />Bain Capital LLC. Boston, Mass<br />Installed printers and also performed break fix for all network and local printers <br />Troubleshooting Microsoft Office 2003 <br />Used Microsoft XP, tested Microsoft Vista and Office 2007<br />Wrote technical documents for all related issues<br />Created and updated tickets using Altiris<br />Supported blackberry devices and software<br />Jr. Systems Administrator (Contractor) March 2006-May 2006<br />John Hancock/ Manulife Boston, MA<br />Installed printer hardware and setup peripherals on network <br />Assigned users to groups and domains in Active Directory in compliance with company standards<br />Worked closely with Systems Administrators to install server hardware<br />Diagnosed and troubleshooting printer issues <br />Worked independently and in a team setting <br />Worked closely with NRI Data to develop a systems towards printing issues<br />Sr. Help Desk/Desktop Analyst (Contractor) August 2005 - November 2005 <br />Chestnut Hill Realty Chestnut Hill, MA<br />Supported Windows XP environment and Microsoft Office 2003<br />Configured Outlook using Exchange 2003<br />Assisted team members in supporting applications such as Help Star, and Kodak photo <br />Education <br />Year Up Inc. 2004 - 2005<br /> Boston, MA Internship: Houghton Mifflin<br />A one-year, intensive training program that provides six months of technical and professional skills training and six months paid corporate internship. Course work includes: Troubleshooting basic hardware issues and effectively diagnosing hardware, networking in a TCP/IP environment Microsoft 2000 and Windows XP networking, communications, time management, and conflict resolution. <br />