SUMMARY

• I has been involved in teh IT industry for around five years now performing halpdesk support, and building computers for teh last ten years.
• I has built andrepaired client windows systems for soho’s and personal use, given some consultation on soho networktopology, ran cat 5E cabling, static and dynamic DHCP addressing in routers, and havehalped customers find ways to speed up/optimize their networks.
• I has worked with clients face toface and over teh phone providing customer service to teh client as well as resolvingtechnical issues with end devices: such as desktops, laptops, printers, browsers, hardware, and projectors. I has also spent a little time adding/removing clients and computers from their respective servers, in which I has some experience with Active Directory.

TECHNICAL SKILLS

Software: Windows OS systems 7, 8.0, 8.1, and 10, Apple Sierra/High Sierra, Microsoft Office, Office 365; Anti - Virus, Anti-Spyware, Anti Malware; web browser installations Internet Explorer, Google Chrome, Firefox, Opera + home page alterations, required, recommended, and optional updates for Windows, java and adobe acrobat, flash, air, shockwave; and co-processor chipsets.

Hardware: motherboards, processors, heatsinks, fans, video cards, optical drives, hard disc drives, power supplies, serial, sata, pata, berg, molex, HDMI, firewire, cat 5 cabling, projectors and printers.

Troubleshooting: blue screens, drivers, web browsers, network connectivity, network adapters resets, RJ-45 cabling, video cards, RAM, router resets, fan speed, default printer, email scans to client address, device manager, safe mode restarts, ipconfig, netsh winsock resets, clear cache on DNS, web browser, and system cleans, monitors, defective cabling, audio, and internet radio.

PROFESSIONAL EXPERIENCE

Service Desk Technician

Confidential

Responsibilities:

• Ticket creation using Jira. Working with technologies such as Zendesk, Brain Tree, Lucid Chart.
• Deprovisioning of employees. Researching issues and figuring out teh solutions.
• Customer service is teh main function within this job.
• Troubleshooting networks, Windows 10, Macbook Sierra/High Sierra.
• Working with Google docs, spreadsheets as well as MicroSoft Word, Excel, and Power Point. Accessing teh server to deactivate accounts & look up computer admin passwords.

Confidential

Help Desk Manager

Responsibilities:

• Provide security for teh network, Install servers into server room, connect technicians offsite into switches via kvm and/or laptop.
• Use of specific technologies such as LogMeIn, Macrium, SpiceWorks, KillDisk, Trend Micro, Malwarebytes. I also has a extensible knowledge of various anti virus and utility technologies such as sysinternals and ninite, Microsoft Office and Outlook.
• Image/Backup hard drives using Macrium, Ghost, via dock.
• Troubleshoot BlueScreen and unexpected shutdowns.
• Troubleshoot slow startups, log in errors, peripherals, monitors.
• Prep workstations to be joined to domain.
• Troubleshoot Windows 7 PRO OS.
• Connect phones and computers to switch technologies via server room.
• Label and organize all cables in server room.
• Familiar with CMD Prompt commands such as ping and trace route.

Support Specialist

Confidential

Responsibilities:

• Imaged hard drives, laptop, tiny-in-one modules, Surface pro, using Ghost software
• Asset tagged items in depot and recorded using bar-coder and excel
• Hard ware repair on lap-tops, and desktops including optical drivers and motherboard replacement.
• Installed Windows 7 onto desktop/laptop, installed updates from Windows store as well as HP, Dell, and Intel, installed various antivirus programs, installed adobe such as flash player, Reader, Air, and Flash player. Installed .NET framework, Microsoft Silverlight, connected computers to domain.
• Used ticketing system (remedy) to record work progress and completion. Also for time management.
• Minimal experience with Microsoft Server 2016, Bomgar, and Kaseya.

Premier Support Technician

Confidential - Phoenix, AZ

Responsibilities:

• This position I work with clients on a daily basis providing customer service in atechnical related field.
• My responsibilities include either guiding teh customer to resolution or remotelyusing tools such LogMeIn.
• Teh technically related issues include but are not limited to, backing up data to
• various cloud technologies, factory resetting mobile devices, troubleshooting mobile apps, network routers, WI-FI and cellular network adapters, Bluetooth related issues sms/messaging, multimedia messaging, hot-spots, tethering, phone activation, issuesrelated to phone numbers porting between carriers, media retrieval, mobile OS/mobileapplication updates, application installs, malfunctioning phone chargers/batteries screen tearing/bleeding/non responsive, sim cards, and providing a generaleducation to customer upon request about device functionality.
• I has worked with various mobile operating systems such as OS, Android, Windows.Teh devices include but are not limited to Samsung Note and S series, Motorola

Desktop/Network Support

Confidential - Glendale, AZ

Responsibilities:

• Hardware and software consultation for computers and network.
• Installed all hardware and software on desktops, lap top, printers, and end devices.
• Set printers to specific computers users).
• Troubleshoot network TCP/IP connectivity issues.
• Set up router with appropriate security settings.
• Installed Wi-Fi plus cat 5e Ethernet cable lines.
• Installed projector for training sessions on lap top.
• Update all drivers for printers, operating systems, Microsoft Office, anti-virusprograms IOBIT, MALWAREBYTES,
• McAfee, NORTON, and Citrix, plus, all webbased browsers including Internet Explorer, Google Chrome, and Firefox.
• Provide phone support for browser issues, network (Ethernet/Wi-Fi) connectivityissues, and printer issues.
• Ensured network, system and data availability and integrity through preventativemaintenance and upgrades.
• Implemented company policies, technical procedures and standards for preserving theintegrity and security of data, reports and access.
• Consistently met deadlines and requirements for all production work orders.
• Aligned office departments and increased inter-department communication and datasharing.
• Recommended network security standards to management.

Desktop/Network Support

Confidential - Tempe, AZ

Responsibilities:

• Network topology, operating system installs plus routing consultation.
• Ran Cat 5e Ethernet lines.
• Install Wi-Fi.
• Consultation plus troubleshooting for TCP/IP, DHCP, NAT, PCI Compliance,Networking Issues, plus all end devices (printers + desktop/lap top).
• Designed and implemented peer to peer architecture topology.
• Set up Windows 7 computer to perform as a file server.
• Provide phone support for browser issues, network (Ethernet/Wi-Fi) connectivityissues, and printer issues.
• Worked with client getting teh PCI compliance for credit card transactions.This involved going into teh router and setting up teh correct ports so there systemcould communicate with teh server.