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Desktop Support Administrator (contractor) Resume

City Of Carrollton, TX

EXPERIENCE:

Confidential

Desktop Support Administrator (contractor)

  • Provide in - field, on-site and remote support for Microsoft Surface laptops, HP and Dell desktops, laptops, notebooks, and tablets, printers and copiers for Confidential and subsidiaries
  • Provide support with Microsoft suite products including Word, Excel, Access, Outlook, and Office 365
  • Compile all documentation of all desktop support solutions (KBs)
  • Create certification procedures for the Help Desk Representatives
  • Image and deploy PCs and laptops
  • Maintain video conferencing connectivity and troubleshooting issues
  • Provide support for VoIP via Vonage Simple Signal
  • Install operating systems, configure email accounts, troubleshoot IP and connectivity issues, ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration
  • Provide MDM for Androids and iPhones
  • Provide support with Internet Explorer Browser usage and configuration
  • Antivirus and virus clean up support
  • Maintain user accounts via Active Directory; update profiles, reset passwords; adding PCs to the correct containers in AD
  • Cisco VPN installation and support
  • Use of DOS (CMD) windows

Confidential, City of Carrollton, TX

Field Services Engineer (contractor)

  • Provide in-field, on-site and remote support for desktops, laptops, notebooks, tablets, printers and copiers for the City of Carrollton
  • Install/deploy Windows-based computers
  • Provide support with Microsoft suite products including Word, Excel, Access, Outlook, MS Project and MS Visio
  • Provide support with Internet Explorer Browser usage and configuration
  • Assist leadership team in associated project tasks and help to create workarounds for the project team
  • Ensure that tracking and reporting requirements are consistently maintained and updated at all times in regard to helpdesk tickets opened, closed, pending, User ID's, accurate number of licenses and disabled accounts, as assigned by the Help Desk
  • Install operating systems, configure email accounts, troubleshoot IP and connectivity issues, ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration
  • Maintain user accounts via Active Directory; update profiles, reset passwords; adding PCs to the correct containers in AD
  • Procurement of assets including Desktops, Laptops, Docks and monitors
  • Installation and configuration of McAfee Antivirus
  • Use of DOS (CMD) windows

Confidential, Irving, TX

Systems Tech IV/Desktop/Deskside Support

  • Provide front-line support for Contact Center Customer Service Representatives (CSRs) for desktops in support of a government agency. Support all desktop applications and interfaces, website navigation and accessibility, moves/adds/changes (MACs), routine maintenance, troubleshooting, and reporting.
  • Respond to and communicate with call center representatives to support their use of desktop, Applications; Cisco VPN 4.1,Citrix Receiver, Microsoft office Pro 2013,LibreOffice 5.2.3,Skype 4 Business 2016, Windows Defender Ver 6.q.76, Remote Desktop Connection, Verizon Dashboard Virtual Communication Express page, Windows Server 2008 R2 Enterprise Editionx64-Windows Installing Remote Server Administration Tools for Windows 7 with SP, Cherwell Service Management Ver 8.3.2 SQL Server 2014 SP2 Enterprise Edition Ticketing System, Incontact, Softphone.
  • Associated websites, and Verizon phone system
  • Install/deploy Windows-based computers
  • Provide support with Microsoft suite products including Word, Excel, Access and PowerPoint
  • Provide support with Internet Explorer Browser usage and configuration
  • Assist leadership team in associated project tasks and help to create workarounds for the project team
  • Ensure that tracking and reporting requirements are consistently maintained and updated at all times in regard to helpdesk tickets opened, closed, pending, User ID's, accurate number of licenses and disabled accounts, as assigned by the leadership team
  • Attend regularly-scheduled conference calls to create a virtual call center and maintain a team environment
  • Assist the leadership team in the evaluation and creation of business processes to improve future decisions
  • Help develop creative yet workable solutions to difficult, complex problems
  • Accurately track details required to ensure the call center maintains compliance with Standard Operating Procedures (SOP)
  • Assist in the maintenance of publications electronically in a Siebel desktop application
  • Assist the leadership team in creating, refining and maintaining Standard Operating Procedures that involve call center operations and the desktop applications as required
  • Coordinate the use of Broadcast Messages and/or User Alerts that do not pertain to content development
  • Facilitate the deployment and configuration of personal computers
  • Coordinate with the facilities department or program for internal moves of people and equipment
  • Install operating systems, configure email accounts, troubleshoot IP and connectivity issues, ensure proper web browser installation, and perform proper local workstation and network configuration as well as software configuration
  • Provided support for VoIP via Verizon Dashboard Virtual Communication Express page
  • Installation and configuration of McAfee Antivirus

Confidential, Dallas, TX

IT Help Desk Specialist

  • Assisted IT Manager
  • Supported all Confidential employees and showrooms, both remotely (using RDP and Team Viewer) and at physical locations throughout Dallas
  • Work with Spiceworks Help Desk to create tickets and monitor network inventory
  • Set up of all PCs, imaging and repairs
  • Migration of Windows 7 to Windows 10
  • Worked with UNIX/Windows Server
  • Configure and support all Microsoft Office products
  • Maintenance of in-house printers
  • Virus removal and system optimization
  • Use of HostWay to create and maintain email accounts
  • Also set up and maintain Outlook accounts
  • Installation and configuration of McAfee Antivirus
  • Use of DOS (CMD) windows

Confidential, Dallas, TX

Sr. Support Tech Rep. (Contractor)

  • Respond to internal customer inquiries via ticketing system, chat, and/or phone
  • Work with Active Directory and proprietary apps to reset passwords/unlock accounts
  • Configure and support Microsoft office 2010 products
  • Configure iPhone/iPad/Android email accounts via Microsoft Exchange Server
  • Transfer and install software via SCCM remote support tools
  • Configure and build mailboxes via Microsoft Exchange Server and AD
  • Support the Service-Now ticketing system
  • Support Windows 7/UNIX operating system and MAC OS operating system
  • Perform remote visits to install, troubleshoot and maintain PC desktop/server systems, kiosks, flight information displays, gate information displays throughout the corporation
  • Remote support of printer systems throughout the corporation - including ATP and laser printers
  • Virus removal and system optimization
  • VMWare and Citrix end user management
  • Contact the NOC upon first sign of a break in the network
  • VoIP end user management
  • Installation and configuration of McAfee Antivirus
  • Use of DOS (CMD) windows

Confidential, Dallas, TX

Global IT Service Desk Specialist

  • Respond to internal and external customer inquiries via ticketing system and/or phone
  • Work with Active Directory and ARS to reset passwords/unlock accounts
  • Configure and support Microsoft office 2010 products
  • Worked with and support Symantec Enterprise Vault
  • Configure Blackberry devices via Blackberry Enterprise Server
  • Configure iPhone/iPad email accounts via Microsoft Exchange Server
  • Support the Service-Now ticketing system
  • Support Windows 7, Windows XP, and Mac OS X operating systems
  • Perform remote visits to install, troubleshoot and maintain PC desktop/server systems and Macs throughout the corporation
  • Virus removal and system optimization
  • VMWare and Citrix end user management
  • Support Cisco VoIP
  • Installation and configuration of McAfee Antivirus
  • Use of DOS (CMD) windows

Confidential, Carrollton, TX

IS Application and Support Specialist

  • Respond to customer inquiries via ticketing system and/or phone
  • Perform remote and on-site visits to install, troubleshoot and maintain PC desktop/server systems and Macs throughout the corporation
  • Support Windows 7, Windows XP, and Mac OS X trouble ticket remediation and move/ add/ change activity.
  • Diagnose and correct technical problems that may occur in the operation of all computer systems and software applications
  • Provide timely and effective customer services support to configuring PC’s/Servers, computer procurement tasks, inventory and asset tracking efforts, coordinating vendor support, and other customer service responsibilities as assigned
  • Experience managing user accounts in Active Directory
  • Experience with Altiris Ticketing System
  • Hardware and software implementation and replacement
  • Virus removal and system optimization
  • Installation and configuration of McAfee Antivirus
  • Use of DOS (CMD) windows

TECHNICAL SKILLS:

Windows XP/7/8/10; Microsoft Office Suite 2007/2010/2013/2016 ; Office 365; Microsoft Exchange; Access; HEAT; Symantec Endpoint Protection; BitLocker; Optivity - OTM Manager; Altiris; Citrix ; VoIP; JD Enterprise One; Outlook; Active Directory; Microsoft Remote Desktop; Verizon Conferencing WebEx Enterprise Suite; Service-Now; LogMeIn; Bomgar; VMWare; PeopleSoft; Bria and Cisco IP Communications Softphone systems; Malwarebytes, as well as other virus removal applications; Chrome, Firefox, Edge and Internet Explorer; Cisco AnyConnect; HP and Toshiba printers; SCCM remote support tools; Blackberry, Android, and iPhone support; use of DOS commands; Installation and configuration of McAfee Antivirus; TopDesk; Vonage Business Simple Signal

Adept at troubleshooting: Kiosks, FIDS, GIDs, ATP printers

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