IT Helpdesk Technician
Wynn Resorts / Las Vegas
 June 2010 - May 2011

  • Responsible for supporting the entire company's end users remotely using Microsoft RDP, Altiris Deployment Console/Carbon Copy and UltraVNC
  • Installing extensive amounts of gaming and desktop applications (Patron, Table Touch, CCTG, Microsoft Office Suite, Opera, Connected Retailer, Meeting Matrix, HotSOS, Avaya CMS, Delphi, nVision etc.)
  • Troubleshooting details within the Symantec Altiris ticketing system while prioritizing VIP ticket issues
  • Radio Desktop Support for onsite physical computer problems
  • Create tickets for Desktop Support special events
  • Reset passwords and unlock domain users via Active Directory
  • Correctly mapping NFS share drives for users
  • Maintain a high FCR to ensure a minimal amount of tickets in the queue
  • Partnering and escalating various amounts of tasks to different divisions within IT
  • Configure and install the correct network printers based on user location
  • Prioritizing critical issues and quickly resolving end user concerns and complaints, all while providing remarkable customer service
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