SUMMARY

• ITIL Foundation Certification
• CompTIA A+ Certification
• Microsoft Certified Product Specialist (MCPS)
• Microsoft Certified Professional (MCP)
• Microsoft Specialist: Windows 7, Enterprise Desktop Support Technician
• Microsoft Specialist: Windows 7, Configuring
• Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician on Windows 7
• PC Troubleshooting, PC Repair
• Cisco Routers, Network Installation
• Network Troubleshooting
• Printers, Windows XP/Vista/7
• Imaging (Ghost, ImageX)
• Windows 2003 r2/2008 r2 Server
• Active Directory, Software Installation, Remedy
• Business Skills, Customer Service
• Help Desk, Reports & Records
• Phone Support
• Supervisor/Management

PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Specialist

Responsibilities:

• Service Now Ticketing System
• Thermal Printer Repair
• Laser Printer Repair
• RF scan Gun
• Perform Software and Hardware support
• Configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android
• Microsoft Office Suite Support
• Manage Applications
• Windows install and Configuration
• Remedy Ticketing System
• Thermal Printer Repair
• Laser Printer Repair
• RF scan Gun
• Perform Software and Hardware support
• Configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android
• Microsoft Office Suite Support
• Manage Applications
• Windows install and Configuration
• Active Directory

Confidential, TN

Desktop Support Specialist (Abacus)

Responsibilities:

• Set - up/repair computers and related equipment for customer use
• OS deployment (computer/laptop imaging/installation)
• Manage applications
• Create and delete users in Active Directory
• End-point security of systems and data (antivirus/malware)
• Software inventory and update /patch deployment
• Responsible for providing over 3000 end users mobile devices (ex: iPhone, Android, and iPad)
• Installing and configuring Airwatch MDM agent
• Secure Content Locker
• Inventory Asset Management
• Disassembled/reassembled computers utilizing a variety of hand tools/fixtures; managed parts sensitive to damage; ensured unit met all assembly /quality criteria to achieve high customer satisfaction
• Hardware, LCD, Cosmetics replacement
• Software resolution
• Handled Mac OS install, test repairs, and shipping

Confidential, Memphis, TN

Desktop Support (APEX)

Responsibilities:

• Updated and maintained computer inventory and surplus equipment.
• Maintained/ resolved issues on LAN/WAN, VoIP telephone, Biometric, Video systems
• Ensured desktop computers interconnect seamlessly wif diverse systems.
• Maintained passwords, data integrity and file system security for computing environment.
• Interacted wif vendor support contacts to resolve technical issues.
• Tested/diagnosed servers/computers/routers along wif model /serial number asset tag creation, reporting/tagging by manufacturer.
• Provided technical operations & training support to users of company’s personal computers.
• Worked wif Windows 7 configuring, setting up users, trouble shooting, preventive maintenance & performance.
• Assisted in development/maintenance of network addressing schemes & Active Directory Services maintenance.
• Provided support of Desktop & LAN resources, including break/fix.
• Supported Microsoft Office Suite Applications
• Removed viruses using Norton’s Symantec, and McAfee
• Installed IBM and NCR POS systems.
• Provided backup support for Network administration functions
• Analyzed/corrected technical issues on equipment for assigned customer accounts; performedperiodic preventive maintenance routines on products and installs modifications to equipment.

Confidential Memphis, TN

EUC III Analyst (Tek Systems)

Responsibilities:

• Assisted in installation, configuration, ongoing usability of desktop, peripherals equipment and software wifin established standards and guidelines using SCCM - Systems Center Configuration Manager.
• Windows 7 configuring, user setup, trouble shooting, preventive maintenance and performance
• DELL and LEXMARK Printer Break/Fix and support
• Configured Outlook 2010, SCCM client version 5.0
• Tested and diagnosed servers/computers/routers wif facility shop floor computer equipment by manufacturer, model and serial number asset tag creation, reporting and tagging.
• Maintained TCP/IP, DHCP, DNS, Point to Point Protocol (PPP), World Wide Web, & routing protocols.
• Routers and Switches: Linksys, Netgear, Cisco, Belkin, and 3Com
• Linux Support, Microsoft Exchange Server
• Provided first-level support in conjunction wif second and third level technical support for internal FedEx employees, including teh use of specific diagnostic tools
• Printer Repair Technician
• Performed technical support problem resolution of component, network, hardware and software problems. Developed system administration procedures including user administration, backups, virus detection.

Confidential

Network Technician

Responsibilities:

• Assisted staff wif teh installation, configuration, and ongoing usability of desktop computers, peripherals equipment and software wifin established standards and guidelines
• Worked wif vendor support contacts to resolve technical problems wif desktop computing equipment and software
• Assisted Help Desk and Network Operations staff; determined and resolved problems/issues received from clients
• Configured Windows 7 systems (setting up users, trouble shooting, preventive maintenance and performance) and configured Outlook 2007 accounts
• Shared files and printers among multiple PCs
• Coordinated wif Technology Support Services, Tier-one, repairs onsite
• MAC OS environment
• Troubleshoot, Diagnose, and repair software issues for end users
• Maintained, recorded and submitted reports on IP and equipment inventories for assigned schools
• Installed computer images, operating systems, instructional software and administrative applications
• Maintained assigned equipment and participate in staff development training