SUMMARY:

• Desktop Support Technician with an equivalent of 11 years in the industry.
• 10 years of Tier 2 helpdesk support and on - site service
• Currently employed consulting with Abbott Nutrition
• Currently studying for certification: MCSE Cloud Infrastructure
• A+, Network+, Security+ and ITILv3 and MCP Certified as of 2017
• Currently seeking to move from Tier 2 to specialize in Hardware Virtualization and Cloud Technology, NOC and Data Center positions as well as server admin and further Desktop Support roles.

TECHNICAL SKILLS:

• Proficient in ServiceNow Ticketing (Dublin and Eureka releases)
• LANDesk
• HEAT ticketing
• LanSweeper asset tracking
• BMC Remedy
• Proficient with AirWatch
• Connectwise
• LogMeIn
• Labtech
• Windows RDP
• DameWare and UltraVNC for ticketing and remote administration and mobile device management tools.
• Proficient in all Windows OS up to Windows 10
• Windows Backup
• Norton Ghost and other backup/ imaging tools as well as profile and data migration.
• Empathetic and professional customer service
• Experience in asset management
• Proficient with Android iPhone
• Blackberry phones and moderately skilled with Apple laptop configuration .

PROFESSIONAL EXPERIENCE:

PC Technician, Helpdesk Tier 2

Confidential, OH

Responsibilities:

• Machine reimaging and deployment, trouble tickets and asset management
• BMC Remedy Ticketing System
• Ticket administration, distribution, and reassignment
• Dell Warranty Repairs
• New hire deployment and equipment return upon resignation/termination
• Asset Management, Replacement and Obsolescence, Inventory Management using LanSweeper
• Pi Datalink, Zarpac and Microsoft Access Database access
• Awareness of Lean Methodology, Sigma Six and Toyota Production Systems as applicable to IT and manufacturing both
• Support of two sites, work closely with Business Systems Analysts for application support
• Use of Confidential Identity Management System and Confidential Security Access Management systems
• On-call hardware support for server rooms, infrastructure issues and specialized manufacturing configurations

Tier 2 Helpdesk

Confidential, OH

Responsibilities:

• Machine reimaging and deployment, trouble tickets and asset management
• Livetime Ticketing System
• Ticket administration, distribution, and reassignment
• Lenovo Warranty Repair Scheduling
• New hire deployment and equipment return upon resignation/termination
• Outage Reporting and Resolution (mission critical systems, public facing PCs)
• Envisionware PC Res and LPTOne for public PC usage and print management
• Consistently positive client feedback for attention to detail and issue followup

Tier 2 Helpdesk

Confidential, OH

Responsibilities:

• iPhone Deployment for Bureau of Criminal Investigation, Special Agents
• Machine reimaging and deployment, trouble tickets and asset management
• Track-It Ticketing System
• Secure Hard disk destruction, asset salvage
• Printer servicing via UniFlow
• HP Warranty Repairs
• New hire deployment and equipment return upon resignation/termination

Tier 2 Helpdesk

Confidential, OH

Responsibilities:

• Responsible for Confidential (5 sites) and Cleveland (2 sites) on-site and remote technical support
• Machine reimaging and deployment, trouble tickets and asset management
• Coordinating nationally via ServiceNow, LANDesk to conatct and assist clients across the company iPhone, iPad, ActiveSync phone troubleshooting, AirWatch, Adaxes consoles
• Usage of AirWatch for company phone remote administration
• Coordination with Dell for warranty repairs
• Automated termination of employees and repurposing returned company laptops upon request

Helpdesk Technician

Confidential, Dublin, OH

Responsibilities:

• Assignment of trouble tickets via e-mail and phone to appropriate departments between database, programming, Windows Administration and HR departments on second shift.
• Cisco/Avaya IP phone and desktop administration on call center floor
• Active Directory account and security group maintenance
• Blackberry, iPhone and Android phone troubleshooting
• Citrix database and session administration, resetting frozen user sessions and pushing database builds
• Administration, creation and termination of employee accounts in accordance with HR requests

Service Desk Technical Coordinator

Confidential, Dublin, OH

Responsibilities:

• Assist internal clients with break-fix via ticketing system and e-mail, primarily hardware focused
• Collaboration and troubleshooting across multiple sites over North America as well as work-from-home clients
• 5 months migrating client machines from XP to Windows 7 on domain across multiple sites within North America/Canada
• Replacement of over 70 machines over the above timeframe
• Client profile migration assistance and troubleshooting during XP migration
• New hire machine/office setups
• Dell shop with occasional Mac troubleshooting
• Troubleshooting and reporting after migration
• Deployment of new machine images to new AD domain
• Collaboration with server/networking departments for break-fix issues and network troubleshooting as well as Windows 7 migration, MAC filtering on network access
• Featured in CEO Skip Prichard’s auditorium presentation to company end of March, commended for Accountability to Clients
• Varied and consistent feedback from clients expressing pleasure with work both verbal and written
• Occasional assistance with WebEx hosted web conferencing software, meeting scheduling, testing and troubleshooting of client connections as well as audio/visual.

In-House Technician

Confidential, OH

Responsibilities:

• Review and resolution of on-site trouble tickets assigned by resolution center
• Assistance with Active Directory Migration in preparation for Windows 7 Deployment
• Both Remote Desktop and in-office incidents with clients
• Troubleshooting and reporting after migration, shared files, examination of rights, permissions and Active Directory groups
• Office suite troubleshooting, versions 2003 through 2010
• Deployment of new machine images to new AD domain
• Repair of over 2000 devices in offices, kitchens, patient rooms, laboratories, secure facilities, etc.
• Travel to other Mount Carmel sites such as Mount Carmel East to reprogram over 350 barcode hand-scanners

On-site Technician

Confidential, AL

Responsibilities:

• Contract with IBM through Sedona to roll out equipment for State Farm Insurance Agents.
• Scheduled site visits with Agents
• Rolled out Windows 7 desktops, printer replacements, and NAS device server replication.
• Strictly to IBM specification, client information confidential.
• Most sites two-day installations. Frequent travel.

System Support Specialist

Confidential, Round Rock, TX

Responsibilities:

• Remote support of clients in a Managed Services capacity.
• Used Connectwise and Labtech as ticketing/monitoring tools, handle tickets in queue as delegated by front desk.
• Team responsible for support of 130 clients, 175 sites and 1000 units nationwide.
• Wide variety of clients with varying needs and applications, up to and including Office 2010, Office 365, Exchange, Active Directory, Blackberry server management and others.
• Documented need-to-know shortlists for the most frequent 45 clients, ‘cheat-sheets’ recorded in the Tech-Pointe wiki using previous Managed Services experience.
• Frequent on-site visits to clients, organizational meetings and assistance in training other technicians.

Technician

Confidential, Round Rock, TX

Responsibilities:

• Remote support of clients in a Managed Services capacity.
• Used Connectwise and LogMeIn as ticketing/monitoring tools, handle incoming client calls, arranging and resolving queue.
• Solely responsible for 50 clients across 75 sites nationwide.
• Managed a wide variety of clients with varying needs and applications, up to and including Office 2010, Office 365, Exchange, Active Directory and various open source solutions.
• Clients ranged from various non-profits, churches, doctors, law firms, parts sales, property tax firms, accountants, etc.
• Accumulated frequently used tools and software for diagnostics and problem resolution, ranging from malware removal to hardware diagnostics and network monitoring both licensed and free solutions.
• Frequent on-site visits to clients to install hardware, deliver and set up new PC’s.

On-site Technician

Confidential, Austin, TX

Responsibilities:

• Resolved on-site resolution of tickets unable to be completed remotely.
• Utilized open sourced customized ticketing solution with use of UltraVNC for remote access.
• Delegated tickets through team instant messaging via Spark.
• Clients included medical manufacturers, pain specialists, law firms, magazines and other media, etc.
• Conducted on-site work as far north as Waco, TX and as far south as San Antonio, TX
• Occasional overnight or emergency calls to resolve issues at all hours.
• Supervised troubleshooting of Linux servers and firewalls, as well as on-site malware removal, PC and hardware installations, and software tutoring.

Counter Intelligence Agent

Confidential, Daytona Beach, FL

Responsibilities:

• Conducted various consumer assistance and tech bench work.
• Checked in consumer PC’s for variety of issues ran diagnostics and quote/get approval for further services.
• Shipped Best Buy electronics to Best Buy service centers when out of scope or in-store repair was not possible.
• Determination of warranty-eligible repair and sales of PC accessories.
• Confidential client data, backups, updates and configuration of new PC’s for consumers.
• Assistance with customer service issues and PC sales, opening/closing store responsibilities.