VINCENT HILL

2028 Delaware Ave. Apt. C

Santa Monica, CA 90404
vhe2496c@westpost.net
________________________________________
SUMMARY
A dedicated, motivated, and multi-tasked IT professional with expertise in provi
ding technical support and consulting within enterprise scale networks. Key skil
ls include; Analysis, Interpersonal, Written and Oral Communication. A team play
er that is proactive with a high commitment to customer service.
TECHNICAL SKILLS
Operating Systems: MS-DOS, Win98, NT, 2000, XP
Hardware: Desktops, Laptops, PDAs, Modems, Printers, Scanners, Routers, Switches
, Hubs
Software: Microsoft Office Suites 97/2000/2003, MS Outlook, PC Anywhere, Timbukt
u Pro, VPN (RAS), NAV, Angry IP scanner, REMEDY, Ultra VNC Viewer, HEAT, Vantive
, Clarify, Dameware, Bridgit, Active Directory, TeleReach, Network Console, MacP
ac, Interwoven (FileSite, WorkSite, WorkShare) Magic, SDE, Altiris, Power Quest,
Citrix, InterAction, Carpe Diem, Blackberry, MeetingPlace, MeetingTime, SoundPa
th, FileSearch, RSA, DocX, GoToAssist.
PROFESSIONAL EXPERIENCE
Arch-itech Solutions Inc.; The GDR Group; Kimco; Stamps.com; Beverly Hospital
09/2009 - 01 /2010
Technical Support Consultant (Contract Work)
* Resolved end-user problems related to the installation and configuration. Pro
blems relating to faxes, printers and pc's.
* Troubleshot problems regarding Windows XP, Office XP/2003, Internet Explorer,
Wireless Devices, Wireless Networking, NAV.
* Troubleshot Remote Access account issues
* Ghosted/Imaged systems and PC break-fix: Disassembling various PC's and repair
/replace, bad/damaged parts or cables.
Paul Hastings, Los Angeles, CA
07/2006 -
02/2008
Senior, Support Center Analyst
* Served as an effective, senior-level technical resource to over 1000+ clients,
from 18 different locations worldwide.
* Clients would call the Support Center line with hardware and software problems
and/or request, to minimize call escalations.
* Provided remote access support for dial-up, broadband, wireless, and VPN issue
s.
* Provided remote access support for CAG (Citrix Access Gateway) with the RSA to
ol, by resetting the token and/or Activity Monitor in real time.
* Assisted in troubleshooting Blackberry, PDA's, and Handheld devices.
* Provided assistance with firm's legal documentation in Word, Excel, PowerPoint
, and Adobe Acrobat Professional.
* Provided support with the firm's proprietary software and forms. Used Altiris
to load programs onto client's computers.
* Setup audio and/or IP based videoconference meetings through MeetingPlace and
SoundPath.
* Provided total support, and administration for entire MS Office Suite 2003 inc
luding templates, styles, functions, formatting, printing, and formulas.
* Written documentation on areas assigned to be a SME, on several jobs, and then
implement that document into the training & policy manuals.
* Performed training tasks independently without review by a supervisor.
* Trained newcomers to troubleshoot, assess, diagnose, and resolve technical sys
tem problems.
* Consulted by other workers to assist them in doing training tasks because of m
y experience and expertise.
En Pointe Technologies, El Segundo, CA 06/2005 - 07/2006
Helpdesk Support Analyst
* Served as an effective, first-level technical resource to over 1000+ clients,
to 3 separate accounts with the California area. (King Drew Medical, Mazda, and
Taco Bell)
* Added/removed delegates, setup RPC, created profiles, setup specialized mail a
ccounts, setup shared calendars, added/removed/repaired ost, and pst files and t
roubleshot OWA connectivity for MS Outlook, and Outlook Web Access.
* Provided remote access support for dial-up, broadband, and wireless issues wit
h remote Outlook Web Access and VPN clients with tools such as RSA.
Modis; TekSystems; Dynacom Pros, Inc 02/2004 - 06/2005
Technical Support Consultant (Contract Work)
* Assembled system for delivery.
* Ghosted/Imaged systems.
* Configured systems with client's profile with email, update anti-virus softwar
e, and gave administrative privileges.
* Used Timbuktu Pro troubleshot a wide range of technical support issues and con
nectivity problems in MS Office Suite, Internet Explorer, and multiple proprieta
ry softwares.
RAND, Santa Monica, CA
02/2001 -
06/2003
Customer Support/Delivery Specialist Scheduler
* Served as an effective, first-level technical resource to over 1000+ clients,
from 18 different locations world wide.
* Ghosted/Imaged systems, Analyzed and troubleshot issues, and provided prompt,
courteous service to clients via telephone on various software/hardware and Inte
rnet Explorer network issues.
* Answered telephone requests from the computing community to the Computing Help
desk.
* Setup video conferencing with Polycom and Proxima.

EDUCATION
American InterContinental University
Master's of Information Technology 2002-2003
American InterContinental University
Bachelor's of Information Technology 1999-2002
Computer Learning Center
A.A., Computerized Business Systems 1996-1998
Urban League
Certificate, Computer Operations 1992
Santa Monica College
Business Computer Training 1991
CERTIFICATIONS
Microsoft Office Specialist Certified Professional Microsoft (MOS)
MS Outlook 2003, MS Word 2003, MS Excel 2003, MS PowerPoint 2003 10/2007
HDI
Support Center Analyst Certification 8/2007
Ouellette & Associates
Customer Service Training certificate 2001
New Horizons
A+ certification (HW/SW) 7/1987

References Available Upon Request