Thomas Cabral Email & Phone Number

Remote

Utilized my Desktop support experience• Working in call center phone support utilizing my customer service skills• solving problems with the following: Microsoft Operating Systems including Windows XP/7/8/10; MS 2007/2010/2013 and O365environments; IE 8/10/11, Chrome; Active Directory Users and Computers; Microsoft Applications including Exchange/Outlook the MS Office Suite, Attribute Editor or similar Administration Tools; Mainframe and Emulators; Unix/Putty; Citrix; SQL Server; remote computer control software; HP Printer Support; VPN Software including Cisco AnyConnect and Juniper• Maintains an advanced level of knowledge for supported products and support policies• Proactively researches and stays abreast of new technology• Responsible for deploying software using automated tools• Consistently adheres to defined Service Desk processes and procedures

Riverside, Rhode Island, United States

Supported an end-user base of over 400 corporate employees. Repaired outlook .PST files for clients calling on corrupted .pst files and called client back to reattach after repair was completed and remote to client and reattach and test outlook with the repaired fileReimaged problem laptops and configured all software installations per imaging scripts.Tested all aspects of the reimaged laptop for updated Symantec Endpoint Antivirus .Test all vpn connections prior to using the laptop and repaired problem VPN connection if a problem. Arranged all packaging of laptops and peripherals and shipped out via Federal Express per logistic request.

PresentManaged resolution of inbound level 1 and level 2 technical issues over the phone quickly, professionally and efficiently in Call Center environment. Diagnose hardware, software, printing and network connectivity issues, including LAN, WAN, dial-up and VPN access in a Windows 7 environment. I am experienced working with RSA secure id two factor authentication.Troubleshoot Corporate applications with the use of scripted Knowledge Base Service Ware and assign issues to the appropriate support group utilizing HP Service Desk . Follow all escalation procedures according to service Level agreement. Use remote control tool to assist end user when needed. Research issues when answers are not readily available with the use of Web tools and search engines. Create technical documentation for publication in Knowledge Base.

United States

August 2002-April 2007 FM Global Corporate Offices Johnston, R.I. HelpDesk Desktop Analyst (Contractor)Support an end-user base of over 2000 corporate employees, Diagnose hardware issues, (modems, Ethernet cards etc.),HP Printers, HP , Compact and Dell notebooks and Desktops, and installing PDA software over the phone or utilizing Windows XP Remote assistance. Configured desktop Raid Arrays.Use Heat call management call tracking software to log calls and used the search features as a knowledge base.Troubleshooted both broad band VPN wired and wireless connections and an Fiberlink dial up software VPN problems. Totally supported all Windows 95,98,NT4, 2000 and Windows XP operating systems and XP Office Suite.Experienced using Marimba Software for remote software installs and software troubleshootingUtilize active directory to manage user’s pcs in troubleshooting problem services and reset user account lockoutsReimage laptops with PowerQuest Drive Image .

June 1999- Datel Inc. Mansfield, MAJune 2002 Information Technology Department Senior Helpdesk/Desktop TechnicianSupported any issues with 200 users for Windows 95,98,NT4,Windows 2000,Office 2000.Analyzed, diagnosed and resolved any software/hardware problems called into the helpdesk.Used Magic Helpdesk Software for problem tracking and monitoring helpdesk calls. Resolved the users problem over the phone verbally, utilizing SMS Remote Control Software, or doing actual deskside troubleshooting. Responsible for all software installs.Configured both Windows NT and 95,98 and 2000 network connections.Configured various ODBC connections for various applications and DSN configurations.Utilized Ghost 7.0 when assisting the hardware technician on workstation setups. Special ProjectsParticipated in Y2K preparation. Assisted network administrators with Novell to NT Server transition for file and print servers.

June 1998- Ocean Spray Cranberries Lakeville, MAApril 1999 Information Technology Department Client Services/Desktop TechnicianSupported any issues with 500 users for Windows 95, Microsoft Office Suite 97.Responded to the initial phone calls to the Helpdesk.Analyzed, diagnosed and resolved any software/hardware problems called into the helpdesk.Proficiently used Remedy Helpdesk Database Software for problem tracking andquerying.Resolved the user’s problem over the phone verbally, utilizing Tivoli Remote Control or doing actual deskside troubleshooting.Created expense sheets in Excel 97 to justify printer expenses.Utilized both Windows NT and NetWare Server password administrator rightsSpecial ProjectsParticipated in SAP Software launch. Participated in the Novell GroupWise 5.2 E-Mailing System Migration.Responsible for Novell GroupWise 5.2 E-Mailing System Migration laptop configurations.