SUMMARY:

A top - performing Support Technician with strong experience in troubleshooting network performance problems due to hardware, software, or network issues. Expertise in performing hardware and software diagnostics, coordinating needed repairs, resolving computer system problems, and improving levels of service to users. Proven ability to respond to highly stressful situations, meet deadlines, make decisions, and follow complex projects through completion with the ability to prioritize and juggle multiple tasks.

AREAS OF EXPERTISE:

• Project Management Software Migration Deadline Management

• PC Upgrades
• Set-up/Configuration
• Tracking Software
• Copier maintenance and repair
• SCCM
• Imaging/Upgrading OS’s
• Workstation Setup
• Telephone Systems
• Integrity, Flexibility
• Active Directory Mgt.
• Ticketing software
• Troubleshooting
• Training/Mentoring
• User Interface
• Excellent Comm Skills
• ITIL Training
• Working with E level people

TECHNICAL SKILLS:

Systems: Windows NT/2000/7/8/10, iOS, Chrome OS

Software: MS Project, MS Visio, MS Office Suite, SharePoint Spiceworks Help Desk, Active Directory, O365, GSuite, Azure IT Glue, Veeam, Continuum Help Desk, LogMeIn Rescue, SolarWinds

PROFESSIONAL EXPERIENCE:

Confidential, Indianapolis, IN

Sr. Image Technician

Responsibilities:

• Responsible for imaging W7 to W10 PC upgrades and installing software.
• Daily duties included, deploying imaged PC’s, W10 technical support, maintaining asset database management, and archiving data.

Confidential, Indianapolis, IN

Help Desk Manager/ Support

Responsibilities:

• Responsible for managing the day to day help desk operations and support.
• Responsible for daily back up of customer servers using VMware and Veeam products.
• Responsible for maintaining and upgrading PC hardware and software. Also completed imaging of computers, setup, and software installation.
• I have supported both physical and virtual servers, networks, and associated equipment.
• Customer-facing Help Desk support role both onsite and offsite.

Confidential, Fishers, IN

Help Desk/ Support

Responsibilities:

• Responsible for installing, maintaining, and upgrading PC hardware and software.
• Also imaging of computers and conducting break-fix resolution.
• Supported client servers, networks, and associated equipment remotely.
• Customer-facing Help Desk support role both onsite and offsite.

Confidential, Indianapolis, IN

Network Technician

Responsibilities:

• Responsible for imaging of PC’s and, installing any additional software required, encrypting them with Confidential or using Windows Confidential to secure devices .
• Added new users to Active Directory and changed user passwords and security settings as necessary.
• Setup Android and Apple phones for use with Outlook 2016.
• Supported servers, conducting backups daily and restores as necessary.
• Excellent troubleshooting and communication skills with a good understanding of server and networking technology.
• Conducted asset tag management and inventory of all computers and additional devices

Confidential, Indianapolis, IN

PC Technician

Responsibilities:

• Sub-Contractor, working for Confidential and primarily responsible for imaging of PC’s, installing, maintaining, and upgrading pc hardware and software.
• Troubleshoot drafting software and upgraded software when required.
• Supported servers, networking devices, printers, and labeling equipment.
• I have provided service desk support for local and international users via ServiceNow Service Management System. Responsible for my daily tickets and any unassigned tickets workload permitting.
• Used SCCM to push software to company computers and devices.
• Number two technician for the PC Refresh project, throughout the main Indianapolis plant, and provided direct services to satellite plants in the Indianapolis area.

Confidential

PC Technician

Responsibilities:

• Provided Level II service desk support and incident reporting.
• Proficient in PC installation, upgrades, and repair.
• Imaged computers and thin clients using SCCM deployment and system imaging tools. Worked on time clocks and other network devices.
• Excellent troubleshooting and communication skills with a good understanding of server and networking topology.
• Worked with CCTV systems and phone equipment.
• Completed ITIL training.
• Worked directly with maintenance staff to support computer-controlled machines and switches.

Confidential, Clinton, IN

Computer Support Technician

Responsibilities:

• Implement analytical, technical, and administrative functions in the planning, design, and installation of new and existing personal computer systems, and workstations.
• Diagnose and resolve problems in response to a customer reported incidents, confer with end- users to determine types of hardware and software required.
• Install new hardware and software and maintain existing components and train end- users in the use of equipment and software.
• Accurately prepare progress reports for all work performed, evaluate products for compatibility, expandability, and ease of use and support.
• Offer recommendations to management on the support or non-support of evaluated products.

Confidential, Terre Haute, IN

Computer Support Specialist

Responsibilities:

• Implemented end - user support, license tracking, and performing PC maintenance, upgrades, and configurations.
• Provided helpdesk support and resolve problems to the end user’s satisfaction.
• Monitored and responded quickly and effectively to requests received through the IT helpdesk for tickets assigned to the queue and processed on a first-in, first-out sequence based on priority.
• Modified configurations, utilities, and software default settings for the local workstations.
• I utilized the help desk tracking software and documented internal procedures.
• Completed PC setup and deployment for new employees using standard hardware, images, and software.
• Assign users and computers to proper groups in Active Directory.