SUMMARY:

• Over 9 years’ experience as a Desktop Support and Network / Technical Support Specialist.
• Lead Desktop Support Technician supporting 465 end users in a Windows 7 / 10 environments.
• Responsible for performing a full range of technical support services for end - users with accountability for customer satisfaction.
• Communicate directly with end users about their technical issues and the status of issue resolution.
• Significant experience using incident ticketing systems to enter, track, and close customer technical support issues.
• Experience configuring, installing and supporting computer software/hardware and peripherals (e.g. networked and stand-alone desktops, laptops, printers, wireless devices, etc.) in large, networked, corporate environments.
• Experience creating users accounts, resetting and changing passwords in Active Directory.
• Experience troubleshooting and repairing HP and Lenovo desktop and laptop computers.
• Experience with troubleshooting wireless, RF handheld scanner devices.
• Experience with changing tapes in SAN’s and hard drives in servers.

PROFESSIONAL EXPERIENCE:

Confidential, Burlington, NC

Jr EDI Project Manager

Responsibilities:

• Manages computer-oriented projects from planning through implementation.
• Creates project plans, gathers resources and implements projects.
• Manages project milestones and resources and is accountable for successful project delivery.
• Coordinates activities and ensures effective communication within project team.
• Tracks project schedules, reports on progress and takes corrective action as needed.

Confidential, Greensboro, NC

Field Technician

Responsibilities:

• Provide second level support fixing and repairing POS systems in Confidential
• Calibrate scanner/scales and meat scales
• Fix and repair copiers and stand-alone printers.
• IE install fusers, charge rollers, and pick rollers
• Provide networking support, changing firewalls, installing switches, and configure servers and changing hard drives in servers

Confidential, Greensboro, NC

Desktop Support Technician

Responsibilities:

• Provided second level support for issues related to computers, networks and VOIP including problem determination, escalation, tracking and resolution.
• Assist local and remote users with resolving computer hardware, computer software, and network/voice communication and connectivity issues for a 24 x 7.
• Performed network administration maintenance tasks in accordance with established company IT policies and procedures.
• Configured Cico Firewalls, Cisco Switches, and Routers.
• Performed incident management using LANDESK.
• Experience supporting Windows 7, 8, 8.1, and 10.

Confidential

Desktop Support

Responsibilities:

• Ensure the secure operation of the in-house computer systems, servers, and network connections.
• This includes checking server and firewall logs, scrutinizing network traffic, establishing and updating virus scans, and troubleshooting.
• Analyze and resolve security breaches and vulnerability issues in a timely and accurate fashion, and conduct user activity audits where required.

Confidential, Columbia, SC

Workstation Support Technician

Responsibilities:

• Transitioned workstations from old workstations to new workstations on Confidential network.
• Imaging computers to add to the new domain
• Receive and respond to customers technical issues via Remedy ticketing system.
• Provided application support to users.

Confidential, Greensboro, NC

Help Desk Analyst

Responsibilities:

• Take inbound help desk calls from corporate/retail end users
• Reset network passwords
• Provide retail POS assistance
• Track incidents using the BMC Remedy Ticketing System
• Respond to email requests

Confidential, Orangeburg, SC

Lead Desktop Support Technician

Responsibilities:

• Lead support technician supporting 500 end users in a Windows XP/7 environment.
• Responsible for configuring, installing and supporting all software/hardware.
• Responsible for network and stand-alone printers.
• Troubleshoot and repair desktops and laptops.
• Track end user issues, communicating directly with users to keep them informed about resolution status of issues.
• Used the Unicenter help desk ticketing system to enter and track users’ technical issues.
• Experience with troubleshooting RF handheld scanner devices and AS/400 systems.
• Maintain the Confidential G3 PBX phone system, analog/digital phones.
• Create users accounts, reset passwords, and change passwords, etc. in Active Directory.
• Assisted the server team with upgrades for all users to Lotus Notes 8.5

Confidential, Charlotte, NC

System Support Representative

Responsibilities:

• Responsible for performing a wide range of technical services for Confidential customers with accountability for customer satisfaction with the services provided.
• Provide maintenance and service support to customers on X, I and P Series Servers as well as retail products and Confidential POS machines.
• Specific services include some or all of the following: on-site maintenance and repair, system reconfiguration, element exchange, depot or bench maintenance, equipment refurbish, installation, discontinuance, relocation, upgrade and modification, etc.
• Services are typically performed in a high volume environment with access to maintenance parts and exchangeable units.

Confidential, Charlotte, NC

Desktop Support Technician

Responsibilities:

• Client rollout to Windows XP for approximately 80 users.
• Installed Lotus Notes to new PC’s and restored user’s backup data from the old machine to the new PC.
• Maintained the distribution of software and other applications using the SMS packaging system, using the SMS server. Also familiar with using SMS packaging using a Windows server.
• Performed some PC imaging using Altiris server imaging applications.
• Remotely connect users’ old PCs via Proxy Master to backup users’ data.
• Restored data onto new system, installed Lotus Notes version 7.0 and deployed new workstation or laptop to users work area.
• Final phase of the project consisted of taking level 1 and 2 help desk calls, resolving any issues pertaining to the rollout. Averaged 10 to 20 calls per day.

Confidential, Lancaster, SC

Desktop Support

Responsibilities:

• Performed data migration from the old Confidential system to the new system.
• Installed and configured Lotus notes, installed new programs and applications, and then deployed PC’s to end users.
• Updated and configured Blackberries and Laptops

Confidential, Charlotte, NC

Field Technician

Responsibilities:

• 10 week long project with Confidential .
• Project consisted of PC deployment and some data migration.
• Mapped PCs to network printer and drives.
• Installed a preloaded script on each workstation being deployed.

Confidential, Charlotte, NC

Field Technician

Responsibilities:

• Repartitioned hard drives.
• Performed a data backup using a USB drive, ran necessary scripting; after scripting was completed ran the repartitioning and completed updating systems with necessary applications.