SUMMARY:

• Over twenty five years experience in inspection, quality, service and repair of internal and external computer hardware devices. Over fifteen years experience in Microsoft windows operating systems
• Microsoft applications, and third party applications. fifteen years experience wif network setups and configurations. Eight years experience in computer programming in various languages. Ten years experience in basic electronics and wiring. Four years experience in website development. Five plus years experience wif thick clients, thin clients and zero clients.
• Ten plus years experience imaging PC hardware and creating OS images and installing applications. Ten plus years experience in PC deployments in field service and locally onsite.
• Seven plus years experience in Windows 7/10 refresh projects. Ten years experience in IMAC services. Service Desk Experience - software/hardware installation, troubleshooting, hardware break/fix, smart hands/console support, phone support, technical documentation, asset management, and account management.

PROFESSIONAL EXPERIENCE:

IT Support Engineer

Confidential

Responsibilities:

• Testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops.
• Hands on experience to provide 1st line IT support services to business community ensuring that all requirements are met wifin agreed service targets.
• Provided infrastructure administration functions.
• Provide on-site cover as part of a shift arrangement.
• Prepared to work out of hours when required and to provide out of hours on-call support cover as required.
• Troubleshoot & resolve software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities.
• Take ownership of issues through to resolution on all appropriate requests.
• Categorize & prioritize end-user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated wif escalated help desk incidents and service requests.
• Performing asset inventory management as needed.
• Trains & orients staff on use of hardware and software.
• Recommend and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Works wif procurement staff to purchase hardware and software.
• Work in a project-based environment wif teamwork. Perform other duties as assigned and needed.

Deskside Services Tech

Confidential

Responsibilities:

• Installation and maintenance of less complex hardware/software systems and supporting smaller user groups.
• Provide ongoing support of teh standard hardware/software needs of teh company
• Exercise of discretion and independent judgment to investigate and resolve problems or situations.
• Receive general direction work to be completed wifout pre-established procedures.
• Work guided by team requirements or department objectives
• Apply basic noledge of processes and resources required to perform analytical and technical tasks on PC systems.
• Apply basic understanding of customer service techniques as required to address PC problems.
• Recommends and assists in teh implementation of changes to policies / procedures as appropriate.
• Understand teh implications of actions and decisions wifin work area and across teams. Role Requirements
• Knowledge of Windows 7, Windows 8 & 8.1, Windows 10
• Office 2010 and Office 2013
• Outlook 2010 and Office 2013
• Symantec Endpoint Protection and bitlocker encryption
• IOS, Smartphones, and Blackberry mobile devices
• Knowledge of Apple OS 10 -10.10.3
• Knowledge of MDT-Microsoft Deployment Toolkit

PC Field Technician

Confidential

Responsibilities:

• Travel to assigned BMO Harris Bank sites to provide PC hardware refresh for end client
• Inventory and confirm delivery of new equipment to Bank site and confirm number of units delivered
• Meet wif Bank manager to confirm identity and scope of work to be performed, Aquire bank closing precedures, aquire key to bank for closing at night after completion of work, verify alarm code giving by security of bank for arming system before leaving of site
• Uninstall old equipment and document old equipment assets tags of monitors and systems into an excel spreadsheet
• Install new equipment, check and configure BIOS settings as needed, call command center and give old asset number of system being replaced wif service tag information, give command center new asset tag information wif service tag, give mac address, command center pushs image to new system for completion
• Monitor imaging process and assist as necessary if imaging process fails and restart system to repush teh image again
• Call command center to give regular status updates on teh imaging process
• Complete site visit documention for assigned ticket and upload and attach at end of day
• Take two photos of a completed successful system and boxed up old units for truck pickup teh next day
• Visit site on day two for customer support and to complete signoff sheets to complete site
• Close assigned ticket wif all documentation, and notes on site issues, enter time into timesheet for completed site for visit one and visit two

PC Analyst

Confidential

Responsibilities:

• Provided high level customer service and technical support to Confidential user community via email, phone, remote desktop, and deskside visits
• Build management develop, configure and maintain desktop systems to oversee teh deployment, imaging, asset management and security of desktop environment. Configuration of mobile devices, printers, headsets and card scanners.
• Work on projects as assigned by Confidential IT Directors.

PC Technician

Confidential

Responsibilities:

• Repair desktops, laptops, monitors, tablets, cell phones and other electronic devices.
• Wipe and destroy all data on hard drives, Solid state drives, msata drives, flash drives and sd memory cards.
• Do image installs of operating systems on select desktop and laptop models per customer order.
• Repair, datawipe, test and encrypt all brands of tablets and cell phones. Android, Apple, Samsung, Sony, Acer, Asus, Microsoft, HTC, Dell, HP, Amazon, Black Berry to name a few.
• Capture repaired systems into teh inventory management database.
• QC Ready all repaired systems in Astra information reporting program for final processing and approval before sent to sales department.
• Remove all company asset tags from repaired systems and barcode all repaired systems for inventory capture into database.
• Software used in-house: DBAN for data destruction, Astra for information reporting, Parted Magic for other tasks.
• Daily production reports emailed at end of day to IT Manager and Company owner.
• Assisted other pc technicians as needed or directed by Teamlead or IT Manager
• Cleanup area at end of shift

Dell Field Technician

Confidential

Responsibilities:

• Complete assigned certifications on Dell products to take service calls
• Attend weekly meetings online/phone to discuss issues on dell products, team projects, client service, covering for vacations, product training, and other notices.
• Manage service calls/Tickets through Unisys SRMS ticketing system
• Verify delivery of service parts from tracking number on service call tickets
• Call clients to verify availability for service or to reschedule service at clients request
• Travel to parts pickup location and collect service parts available for service calls that day
• Travel to client destination to perform teh service on their product/system
• Additional troubleshooting as necessary if service part doesn’t resolve problem. Contact dell service portal for additional assistance and/or ordering of additional service parts as needed
• Repackage defective/bad parts and return them to parts pickup location for return to dell
• Keep track of milage to and from client sites and entered them weekly into expense report for reimbursement
• Assist other technicians in other areas as needed software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

Dell / IBM / HP Field Technician

Confidential, Toronto

Responsibilities:

• Complete assigned certifications on Dell, IBM, HP products to take service calls
• Attend meetings online/phone as scheduled to discuss issues on client products, team projects, client service, covering for vacations, product training, and other notices.
• Manage service calls through WWTS service portal ticketing system
• Verify delivery of service parts from tracking number on service call tickets
• Call clients to verify availability for service or to reschedule service at clients request
• Travel to parts pickup location and collect service parts available for service calls that day
• Travel to client location to perform teh service on their product/system
• Additional troubleshooting as necessary if service part doesn’t resolve problem. Contact dell, IBM, HP service portal for additional assistance and/or ordering of additional service parts as needed
• Repackage defective/unused parts and return them to parts pickup location for return to dell, IBM, HP depot locations
• Keep track of milage to and from client sites and entered them weekly into expense report for reimbursement
• Assist other technicians in other areas as needed
• Order additional tools and supplies as needed software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

Dell Field Technician

Confidential . Poughkeepsie, NY

Responsibilities:

• Complete assigned certifications on Dell products to take service calls
• Attend weekly meetings online/phone to discuss issues on dell products, team projects, client service, covering for vacations, product training, and other notices.
• Manage service calls/Tickets through Unisys SRMS ticketing system
• Verify delivery of service parts from tracking number on service call tickets
• Call clients to verify availability for service or to reschedule service at clients request
• Travel to parts pickup location and collect service parts available for service calls that day
• Travel to client destination to perform teh service on their product/system
• Additional troubleshooting as necessary if service part doesn’t resolve problem. Contact dell service portal for additional assistance and/or ordering of additional service parts as needed
• Repackage defective/bad parts and return them to parts pickup location for return to dell
• Keep track of milage to and from client sites and entered them weekly into expense report for reimbursement
• Assist other technicians in other areas as needed
• Order additional tools and supplies as needed software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

Desktop Analyst

Confidential, Morristown, NJ

Responsibilities:

• Received and unboxed new hardward for windows 7 migration project
• Applied asset tags and recorded into an excel document for asset management
• Received user job tickets and prepared check-off lists for new replacement hardware
• Use Active Directory for information, hardware group placement and other task as needed
• Use prebuilt windows imaging software to image in X64/X86 bit OS on new hardware
• Install RCI approved software titles according to user job tickets and licenses
• Install securedoc hard drive encryption software and authenticate teh DST account
• Logon teh securedoc server and join user to machine and insure authentication executed
• Contact user by phone or email to schedule a time to perform user data backup
• Perform data backup of users profile on their machine for migration to new machine
• Record mapped network drives & printers of users machine for their new machine
• Perform data restore of users profile onto their new machine
• Contact user prior to scheduled deploy time and confirm that machine is ready for deploy
• Goto users location wif new machine as scheduled and deploy machine to user
• Confirm wif user that all files are present on machine and all needed applications
• Confirm that user is able to logon to needed work applications and note non-working apps
• Confirm that users outlook has all inboxes and personal folders present
• Confirm that user is able to access all mapped network drives & printers
• Remap network drives & printers as needed
• Configure outlook & fix any missing inboxes and/or personal folders, load any missing pst files
• Label users old machine wif users name and teh days date and place machine on rack
• Escalate any migration issues to team lead or IT manager
• Helped wif other projects/tickets as needed
• Run diagnostic applications on problematic systems for warranty repair returns
• Break/fix on laptops/desktops and other devices as needed
• Helped Network team setup/wire cisco network switches
• Assisted other desktop members wif projects/task as needed software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

HP Field Support Technician

Confidential, Morristown, NJ

Responsibilities:

• Commute to job site location
• Call HP HelpDesk and report you're on job site
• Verify store number and odomiter readings to HP HelpDesk
• Introduce you'reself to store manager and explain you're presence
• Locate thin client equipment previously shipped to store
• Locate old thin client equipment that will be exchanged out
• Unbox all new thin client equipment and discard extra shipping boxes
• Shut down and remove old thin client equipment
• Install new thin client equipment
• Configure new thin client equipment in bios to boot from network
• Configure thin client POS software and digital signature pad
• Verify thin client can print invoices and labels
• Call store HelpDesk as needed to resolve IP issues wif invoice and label printers
• Fill out POI document and record old thin client asset tag numbers and serial numbers
• Package up old thin client equipment and label boxes for FedEx pickup
• Package up old thin client keyboards, mice and power supplies
• Have store manager sign POI to verify install was done
• Call HP HelpDesk to give POI asset tag information of old thin clients received
• Report check out of store to HP HelpDesk
• Scan all POI’s at end of day and email to HP Projects for sites completed

Ascension Field Support Technician

Confidential, Indianapolis, IN

Responsibilities:

• Ensure prerequisites are pushed out to teh workstations
• Desktop troubleshooting
• Ensure NTFS permissions
• Coordinate migration tests against workstations and coordinate application testing
• Conduct morning conference call on teh status of migration
• Send in Weekly Status report to Customer and TEK Project Management as required
• Clear, Professional email communications as required
• Configure and modify Windows XP registry
• Troubleshoot PC issues related to Active Directory Migration
• Personal vehicle used for travel between job sites software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

IT Analyst

Confidential, Indianapolis, IN

Responsibilities:

• Receive, unpack, and prep systems for imaging
• Place asset tag on system and scan asset number into database
• Configure bios rom settings, image systems using norton ghost server
• Install additional software on customer image by department
• Deploy finished systems to assigned areas
• Insert DVD and run backup scripts on older customer pc
• Remove DVD when backup scripts complete
• Remove hard drive from older customer pc and label wif system serial number
• Change out pc wif new system and bootup to run pre-installed scripts
• When bootup scripts are complete, insert restore DVD and run backup recovery scripts
• When backup recovery scripts complete, remove restore DVD and remove old pc equip.
• Place old customer pc on cart and take to storage area for shipment back to vendor
• Record systems in database that have been successfully deployed

Desktop Support / Tier II

Confidential, Indianapolis, IN

Responsibilities:

• Sales and customer support
• Service repairs on desktops, laptops, tablets and printers
• Symantec Ghost Imaging, third party software installs
• Lotus Notes v6.5, retrieve lotus notes ID file of user to setup & configure lotus notes
• Upgrades & Configurations
• Virus, spyware, malware removal
• Data backups & Safeboot Hard drive encryption
• Resolve network, VPN and connectivity related issues
• Remote desktop assistance globally for Eli Lilly clients
• Receive, respond, update service request tickets through HP Ice ticketing system
• Diagnose, resolve end user issues over phone and remotely using Altiris Carbon Copy
• Place orders for eli lilly end users for replacement equipment and accessories software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

Computer Technician

Responsibilities:

• Sales and customer service
• Service repairs on desktops, laptops, tablets and laserjet printers and plotters
• OS installs, software installs
• Upgrades & Configurations
• Virus removal
• Data backups & Imaging
• Network setups & Configurations
• Website development
• Field service work at customer onsite locations

Warranty Repair Technician

Confidential

Responsibilities:

• Inspection of units for cosmetic defects, internal and external damage to units
• Inspection of units for quality assurance according to SOP build sheets
• Diagnose & repair of pc malfunctions, repairing production build errors
• Feeding back production build errors to production supervisors and line leads
• Fixing production pretest errors, fixing production runin errors
• DOA defective parts for replacement, recording defective pc’s in warranty database
• Recording production build errors
• Pretest & runin when necessary

Biomed / Field Service Technician

Confidential

Responsibilities:

• Perform inspections of Alaris medical pumps for external damages of unit
• Label and ship damaged and defective medical pumps for return to cardinal facility for repairs
• Perform hardware updates on medical equipment using standard hand tools.
• Perform software updates of medical devices using various Cardinal Health Alaris Products proprietary software applications.
• Perform electrical safety tests on medical devices using an electrical safety analyzer.
• Record results manually.
• Perform functional tests on medical devices using Cardinal Health Alaris Products proprietary software application.
• Record results manually as well as input teh results into software application.
• Use a bar code scanner to input and manipulate data in to a Microsoft Excel spreadsheet.
• Assemble transport poles using standard hand tools.

Hardware Technician

Confidential

Responsibilities:

• Inspection of desktops, laptops, laserjet printers for external and internal hardward issues
• Service ticket requests from remedy system, contacting clients, making assessments
• Setting appointments, ordering hardware and software per request/client needs
• Hardware and software installs and configurations
• Troubleshooting remotely and also client onsite locations
• Hardware repairs on desktop / laptop and laserjet printers and plotters
• Data migration
• Check parts in & out of teh parts database for service requests and inventory
• Fully document all client contact and ticket activity in remedy system
• Lookup replacement hardware through HP parts surfer for hardware product numbers
• Assign tasks in remedy for telecom services on client network requests
• Escalate difficult tickets/requests to appropriate members in IT department software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

Computer Technician

Confidential, Sudbury, MA

Responsibilities:

• Inspection of desktop / laptop for any external damages during transport to semens facility
• Receive client desktop / laptop in data migration room
• Check and confirm teh client’s delivery sheet for correct login access to pc and their lotus notes
• Locate client’s ticket number wif attached replacement hard drive for data migration
• Copy local scripts from local resource hard drive onto teh root of teh C drive on client’s pc
• Run local prep scripts for data migration, Run application audit to confirm additional requested software, Shutdown desktop / laptop and remove teh local hard drive, inserting new replacement hard drive for data migration, Slave legacy hard drive using USB connector provided
• Login to teh client’s pc and re-install drivers as needed, Install teh cisco client onto client’s new hard drive, Copy restore scripts from local resource hard drive onto teh root of teh C drive of teh client’s new replacement hard drive, Setup stored user names and passwords onto teh new replacement hard drive, Confirm that teh legacy drive has a valid drive letter assignment and run data-move script from teh root of C drive, Run data-retain script, Run import-all-printers script, Run drive-mapping-restore script
• Confirm that all scripts ran successfully, Check connections to each mapped drive, Install additional software per audit / end-user requirements per build sheet
• Run lotus Notes and confirm access to notes, Run sync-addressbook script, Confirm contact information exported into outlook
• Set default printer and reconnect network printers for end user, Setup any wireless access on client’s new drive if previously was set on other drive
• Confirm connection to teh internet, Run PC-Info-Bat script to capture asset information into database, Perform QA System check, Run Clean-up script, Shutdown pc and attach delivery sheet on finished pc for return to teh client

Desktop Support / IMAC

Confidential, Indianapolis, IN

Responsibilities:

• Performed inspections of desktops / laptops before deployment of units to client locations
• Service ticket requests from peregrine system, contacting clients, making assessments
• Setting appointments, ordering hardware and software per request/client needs
• Schedule and move desktop pc’s and printers, hardware and software installs and configurations
• Acquire ip address’s through network services for desktops/printers/printservers
• Assets added to wireless group, address trouble tickets through peregrine system
• Remote-in on offsite/client locations, keep ticket request updated through peregrine
• Change/update printer information through filemaker pro
• Assign tasks in peregrine for network services on client request.
• Escalate difficult tickets/requests to appropriate members in IT department
• Break/fix repairs on desktops, laptops and laserjet printers and plotters software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management.

Computer Technician

Confidential, Indianapolis, IN

Responsibilities:

• Inspect and record any cosmetic defects and/or damages of units on report sheet
• Bios rom configurations, Asset-tag capture into system’s bios rom
• Loading OS image onto dell systems, additional software installs per customer image
• Record systems in database, stage finished systems wif LCD monitors and supplies
• Label finished orders per department and send to be scanned out for shipment

Warranty Repair Technician

Confidential . Plainfield, IN

Responsibilities:

• Inspection of units for cosmetic defects, internal and external damage to units
• Inspection of units for quality assurance according to SOP build sheets
• Diagnose & repair of pc malfunctions, repairing production build errors
• Feeding back production build errors to production supervisors and line leads
• Fixing production pretest errors, fixing production runin errors
• DOA defective parts for replacement, recording defective pc’s in warranty database
• Recording production build errors
• Pretest & runin when necessary

Website Developer/Flash Animator

Confidential, Indianapolis, IN

Responsibilities:

• Developed websites for small to mid size companies, Developed flash sites to flash animations
• Developed company logos and other media assets, Updated & maintained customer websites

Computer Field Technician

Confidential

Responsibilities:

• Inspection of desktops / laptops prior to deployment to client site locations
• Going to customer on-site location and upgrading customer pc’s as per customer request
• Trouble shooting customer pc’s, configuring customer pc’s, software installs
• Repair customer pc’s, customer pc maintenance, new pc installs, data transfers, back-ups
• Virus removal, external peripheral device installs

Computer Technician

Confidential

Responsibilities:

• Inspection of unit chassis for cosmetic defects and damages prior to system build
• Label and record all defects and / or damages on report sheet before return to warehouse
• Built all Compaq brand computers, custom configurations of customer orders
• Image file downloads onto systems, configurations of teh systems bios roms
• DOA replacement orders, customer returns, upgrade configurations
• Complete system run-ins, level 3 to 5 builds, building servers, pc workstations, software installs, pc trouble shooting

Computer Technician

Confidential, Indianapolis, IN

Responsibilities:

• Built pc’s, repaired pc’s, pc upgrades, software installs, pc maintenance
• Pc inspections, network setups & networking, virus removal, customer service

Press Operator

Confidential, Indianapolis, IN

Responsibilities:

• Review current job ticket and check production numbers for order completion
• Document current job ticket prior to production run
• Sample raw material and finished product for calibration checks to meet company standards
• Document calibration checks every hour per company SOP
• Login to production computer and enter job ticket information
• Check printing stations flexo ink pan trays for ink levels prior to production run
• Check printing stations ink viscosity levels and maintain teh proper PH levels
• Open printing press stations to clean printing plates prior to production run
• Changed die-cutting boards and printing plates per each job ticket order
• Repaired die-cutting boards and printing plates
• Setup feed roll wheels to sheet material per job ticket order
• Setup compression rolls, Analocs rolls, wiper rolls, feed station stoppers and guides
• Setup layboy belts, down stacker guides, counter eyes, layboy belt speeds, stacker belt speeds
• Setup staker counter and/or bundle counter amounts
• Adjust die-cutting board, adjust printing stations
• Use tape measure for all machine setups and adjusts during production runs
• Adjust and replace worn out feed wheels as needed
• Receive new job tickets from supervisor on hot orders
• Operated Staley, Ward, McKenley rotary die-cutting presses
• Operated Bo-Stich Sticher, Operated 96” slitter
• Operated Manule Gluers
• Basic hand tools, tape measure, calipers, air tools