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Helpdesk/desktop Support Tech Resume Profile

Columbus, OH

Professional Objective

  • Obtain a challenging and rewarding position within an organization where I can contribute and grow accordingly.
  • To Learn a Company's infrastructure as to be able to automate most of their tasks, and ease daily activities
  • Work in a Team oriented Environment
  • Seeking Full-Time Opportunities

Key Strengths

  • PowerShell Scripting
  • Programming/Scripting Java, PowerShell
  • App Development Android
  • Some SQL experience
  • MS Server 2012
  • Experience in various operating systems Windows XP, Vista, 7, Linux and Mac
  • Network Troubleshooting
  • Remote Troubleshooting.
  • VMWare
  • Cisco Routers and Switches
  • Proficiency in TCP/IP protocols
  • Experience Troubleshooting PC hardware issues
  • Experience in HP, Lexmark, and Dell printers and pc's
  • SCCM 2012
  • Microsoft Office 2010, 2013
  • Working Networking Knowledge
  • Fundamental understanding of networking Protocols and Subnetting
  • Experience with Lotus Notes
  • Fundamental Understanding of VoIP Phones
  • Excellent problem solving skills
  • Customer Interaction

Employment History

Confidential

Helpdesk/Desktop Support Tech

Task Automation

  • Automate Tasks
  • PowerShell Scripting, PowerGUI
  • Report building using SSRS from helpdesk ticketing system database
  • Some SQL Querying
  • MS Server 2012

Customer Support Roles

  • Service any pc issue that comes up
  • Automate fixes
  • Intake help desk calls from Users across the state
  • Password Resets, Account Maintenance, Outlook accounts, etc.
  • High volume call center environment
  • Registry fixes etc.
  • Service any call dealing with HP laptops and desktops, blue screens, OS issues, etc.
  • Route ticket to appropriate team if first and second tier support doesn't work
  • Keep track of tickets in service now ticketing system
  • Remote support using Dameware, teamviewer, Goverlan, Windows Remote assistance and Remote desktop
  • 40-50 tickets a day
  • Avaya Phone support, VM password resets on Avaya web
  • General Phone maintenance
  • Wireless Network Account Creation through Cisco Wireless control system

Consultant

Confidential

  • Manage Windows updates for all Hp PC's approx. 500-700 using WSUS
  • Manage Symantec Endpoint Protection for all HP Pc's using SEP manager
  • Deploy packages to Pc's Using SCCM
  • Monitor Ticketing System Hp Open view
  • Service any Issue with Pc's in Offices approx. 200 User's
  • Service any Issue With network connectivity, from jack to patch, and patch to switch
  • Service any Issue with Pc's on production Floor, Blue screens etc.
  • Keep Track of all New incoming equipment, and equipment needing to be decommissioned
  • Assist in Server replacement, and Server maintenance
  • Create, Delete, Disable User accounts, Password Resets, etc.
  • Utilize Great Customer Service skills in keeping the customer calm during the process
  • Utilizing Remote Desktop and RAdmin to remote into Pc's across the plant
  • Working Knowledge of PLC's, installing Rslinx to communicate with plc's

Confidential

Systems Engineer

  • Network Upgrade 124 branch locations and 11 main offices
  • Network upgrades
  • Routing and Switching
  • Install and configure LAN Switches 2960 series includes both 24 and 48 port
  • Install and configure Cisco Routers 2911 series
  • Install and configure Cisco WAE device WAAS module installed on the 2911 router
  • Troubleshoot Routers and Switches and Protocols used including BGP
  • Install and configure Cisco VoIP Phones using TAPS 8945 and 3905 series
  • Troubleshoot Cisco Phones and escalate to Senior Engineer if need be
  • Fundamental understanding of VoIP
  • POE Switches
  • IOS knowledge

Confidential

Desktop Support Technician

  • Production Support for All of Marysville Auto Plant.
  • Ability to think critically in time sensitive situations.
  • Pc Lease replacements using USMT
  • Understand Process flow and how pc's connect with PLC
  • Monitor Ticketing system and SLA's and close accordingly
  • Imaging
  • Understanding MacAfee endpoint encryption and Endpoint Encryption Manager
  • Ability to prioritize between Tickets, Leases and Project Work.
  • Troubleshoot any equipment owned by ISG including, printers, desktops, laptops and there peripherals, network jacks, Scan Gun's, label printers, etc.
  • Lotus Notes
  • Software installs from SMS
  • Working knowledge of PLC's

Confidential

Desktop Support Analyst

  • Troubleshooting Office pc's and production floor pc's
  • Troubleshooting Networking Issues from Jack to Patch, and Patch to Switch.
  • Printer repair fuser assembly and formatter board replacement, etc.
  • Troubleshooting OS's XP 50 XP machines and Ubuntu 150 Linux machines .
  • Troubleshooting Cisco phones 7941 from jack to POE switch.
  • Troubleshoot network peripherals, switches, jacks, and cables.
  • Administrative tasks account creation, password resets, etc.
  • Label Printer Repair on Zebra 4M , and Zebra 400m Print head replacement

Confidential

Desktop Support Technician

  • Timely resolution of customer issues in a desktop field service or remote desktop support capacity.
  • Remote and hands on diagnosis and repair of PC desktop and laptop systems and their connectivity in a wired or wireless environment.
  • Installations, moves, adds, and changes to a variety of desktop PCs and their peripherals.
  • Moderate a number of projects and assignments independently using service-now ticketing system.
  • Troubleshoot Cisco wireless phones, network peripherals, telephony peripherals and connections from TN to VoIP switch, to the jack.
  • Troubleshoot network peripherals, switches, jacks, and cables.

Confidential

Help Desk Support Tech

  • Win7/Outlook/Communicator Project
  • Answer incoming client and customer calls.
  • Troubleshoot software and hardware issue via phone.
  • Train end users in the use of equipment and software.
  • Acquire and maintain expert knowledge of emerging desktop technologies and software applications.
  • Fully document all cases in call tracking software and escalate to appropriate queue.
  • Escalate support call to supervisor as necessary...
  • Assume ownership of project-related tasks as needed or assigned
  • Act as liaison between clients or customers and other IT organizations or external IT vendors.

Confidential

Lead Desktop Support Tech

  • Service any issue dealing with any of the related Equipment owned by Rockwell Automation 200 pc's, four servers, and Two MSD's .
  • Keep a back-up tape inventory and perform maintenance on the back-up server if need be.
  • Keep inventory of all used, and unused equipment two-hundred computers, four servers and two MSD's . Order new equipment if need be.
  • Use Global Helpdesk system to track issues
  • Lotus Notes

Confidential

Desktop Analyst

  • Provide a portfolio of services and investment roadmaps enabling the Brands and Functions to achieve higher returns on their IT investment.
  • Provide daily, site-based IT support. Skills required depend on specific emphasis of role: PC, network/server, application, SQL, and telecom.
  • Troubleshoot network peripherals, switches, jacks, and cables.
  • Administrative tasks account creation, password resets, etc.
  • Printer repair fuser assembly and formatter board replacement, etc.
  • Desktop support for Offices and production floor approx. 500-600 Windows Pc's

Confidential

Migration Consultant

  • Image approximately 150 computers
  • Assist in hardware, software, or network issues for different departments

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