Deskside Support Resume

SUMMARY:

I have a degree in Secondary Education and schooling in Information Technology.
I have 3 years of hands on school training in addition to 8 years of experience in a call center environment providing remote technical support.
I am practiced in many years of customer service.
My military background prepared me to work under pressure and my teaching skills help me to explain issues to clients in a way that they can understand.
For the next step in my career, I would like to move away from contract work and find myself as a direct employee of a firm where I can be a part of a substantial IT team and continue to grow professionally.

SKILLS:

Mobile Devices

Active Directory citrix lan/wan

VPN

WAN Protocols

Deployment

Migrations

Authentication

Encryption database

Oracle

Intranet

Security

Technical Support

Comptia

Exchange

Network Administration networking

Kronos ms office

Telephony

Imaging

Retail

Point of Sale

Retail Marketing

Cellular

DSL

Credit/Debit

Reconciliation

Loss Prevention

Talent Management

Human Resources

CLS

Application Support

Printers

Service/Repair

MS Exchange

LAN

Microsoft Office

Documentation

Aviation

EXPERIENCE:

Confidential

Deskside Support

Responsibilities:

PXE Boot imaging/reimaging of Mini - desktops, laptops, and tablets with appropriate image environments, updates/upgrades
Packaging and staging of equipment for shipping to clientele nationwide.
Familiar with Cherwell Ticketing system

Confidential

Senior Systems Associate

Responsibilities:

Provided technical remote desktop support of Retail Franchise sites Point of Sale/Registers (HP rp5800/5810).
Credit/Debit Hardware, CP3000/ATS Cash Office programs and Back Office store PC's. Honeywell 1900, 6100, 7859 QLN320 markdown units, Access Points and CLS Radio hardware.
Talent Management Systems, Kronos Timekeeping, Oracle, Reflexis Human Resources programs.
Assisted Loss Prevention Department supporting Genetec Software and Camera systems.

Confidential

Information Technology Support Specialist

Responsibilities:

Supported local desktop and Citrix VDI environments, requesting department assigned VDI's and support of related VDI applications and issues with non - responsive/frozen or disabled sessions.
Assisted in migrations of users and newly acquired corporate affiliates to updated Operating Systems and new formatted applications such as email, instant messaging and Intranet navigation.
Assisted in setup and support of laptops and mobile devices (cellular phones & tablets) for Dual factor authentication, mobile email setup (MaaS360) and VPN access for in-house and remote users.
Trained new employees and provided them with important information and resources as part of training procedures.

Confidential

Technical Support Analyst

Responsibilities:

Provided remote technical support for Corporate stores, Franchises & Dealer sites including Point of Sale/Registers, Credit/Debit processing, DSL communication equipment & Back Office Store PC's.
Assisted in reconciliation and documentation of fuel consumption readings with manual measurements.
Delegated and scheduled 3rd party local support teams to service/repair/replace hardware onsite if needed.

Confidential

Technical Support Analyst

Responsibilities:

Provided remote technical hardware/application support for incidents for internal corporate users, retail agencies and remote field agents.
Supported hardware/software issues for outlets such as financial institutions (Banks), Retail Insurance offices and independent agents regarding laptop, network/local printers/scanners and mobile devices
Supported remote Claim's Field Agents and Field Representatives with hardware/software issues such as laptop, printer/scanners and mobile devices.

Confidential

Technical Support Representative

Responsibilities:

Supported ATT U - Verse customers regarding Phone, TV & Internet services, user inquiries, product operations, assistance and technical software/hardware support
Troubleshooting access, connectivity and operational issues concerning Phone, TV & Internet services
Delegated and scheduled local ATT support teams to service/repair/replace hardware on site if needed.

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