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Pc Technician, Helpdesk Tier 2 Resume

OH

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.

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