PROFESSIONAL SUMMARY:

• Sr. Desktop Support Specialist with over 8 years of experience in end user support, staff and development, and providing the best user experience for team members
• Currently support 350 users across 4 locations
• Responsible for PC maintenance, upgrades, configurations and deployments in a windows environment
• Analyzes and consults on the agency’s technology needs and develop action plans to address and resolve technology needs
• Responsible for new hire onboarding and Responsible for annual staff IT security s and IT/System best practices
• Daily use of TeamViewer, Quick Assist and SCCM support internal customers remotely
• Experienced with Cisco networking and configuration VoIP and Cisco Unified Communications Manager
• Experienced with Active Directory
• Solid and consistent employment history
• Personable and able to communicate with team members at all levels in the company.

TECHNICAL EXPERTISE:

Network: LAN, WAN, VPN, DHCP, DNS, VLAN, FTP, TCP/IP, IMAP, POP, SMTP, Cisco Unified Communications Manager, VoIP.

Security: System and Network Security, Symantec Endpoint Protection, HIPAA

Applications and Tools: Microsoft Office 365, Microsoft Endpoint Manager, Active Directory, Symantec Endpoint Protection, Adobe, Papercut

Operating Systems: Linux, Windows XP/7/8/10/, Mac OS X, Server 2008/2012

Hardware: Desktops, Laptops, Tablets, Android and Apple mobile devices, and network printers.

PROFESSIONAL EXPERIENCE:

Desktop Support Specialist

Confidential, Detroit, MI

Responsibilities:

• Installs, configures, and maintains the functionality of company desktop systems, laptops, and peripheral devices.
• Utilizes Active Directory for Adds, deletes, and moves, and permissions.
• Provides computer system support for staff, doctors and Senior Management.
• Manages and monitored inventory; ensured completeness and inventory of supplies.
• Administrator of Cisco IP Phones (7900 series) using Call Manager and Unity for voicemail.
• Administrator of Office 365 and Microsoft Endpoint Protection for mobile device security.
• Coordinate with vendors on the Procurement of all agency IT equipment (i.e. Desktop/Laptop computers, Apple IPad/IPhone, Microsoft surfaces, Printers and various software applications) with full support provided as well.
• Negotiates contracts with vendors to obtain best pricing and developing new vendor relationships

Field Desktop Technician

Confidential, Detroit, Michigan

Responsibilities:

• Assisted in troubleshooting user problems relating to Operating System issues, Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity.
• Provided support for over 4000 users in the St. Johns / Confidential East region.
• Maintaining other computer peripheral devices such as printers and solving printing problems if they arise.
• Responsible for configuring all third party devises for hospital staff ( IPad, IPod, Blackberry devices, and android phones/tablets)

PC Technician

Confidential, Garden City, Michigan

Responsibilities:

• Install, modify, clean, and repair computer hardware and software.
• Train computer users in how to use new computer hardware and software.
• Interpret problems and provide technical support for hardware, software, and systems.
• Provide advice to users, as well as for the day - to-day administration, maintenance, and support of computer systems and networks