SUMMARY

• Extensive technical knowledge in Microsoft Windows 7, Windows 8, and Server 2008 and Active Directory in an enterprise environment.
• Experienced in repairing and maintaining HP, Dell, Apple, and Lenovo Laptop and Desktop Computers. Experience in Local and Network Printer set up and maintenance. Currently I have taken several courses in preparation for certification exams, and I am planning on taking them over the course of 2016. The exams that I have vouchers for and will be studying to take include A+, Net+, Sec+, CEH, and MCSA.

PROFESSIONAL EXPERIENCE

Confidential - LOUISVILLE, KY

TIER 3 SUPPORT TECHNICIAN

Responsibilities:

• Technical support position with troubleshooting for laptop and desktop computer issues
• Walking users through Reinstalling/Installing drivers and Desktop/Laptop configuration and advice
• Phone Support for End Users troubleshooting and support various IT related issues
• Setup of Gaming Consoles and Network Support For Gaming consoles
• Troubleshooting Cable Issues
• Troubleshooting of Phone Service related issues
• Product Advisement
• Customer Service Billing Issues
• TCP/IP Troubleshooting and Configuration on a end user level in a Microsoft environment
• I Would often branch out past scope to ensure the customers were Taken care of going as far as to support third party routers and Printer installs at times
• Customer Service with sales and extended product selection
• Recommended proper repair action, follow up with customers, sales, setting up trouble calls, and IT tickets.

Confidential - LOUISVILLE, KY

DESKTOP SUPPORT TECHNICIAN

Responsibilities:

• Technical support position with troubleshooting for laptop and desktop computer issues
• Resolving IT tickets submitted for various issues
• Used Spiceworks Helpdesk program
• Supported Mac Users (40% of the company were on Mac)
• Microsoft Office 2010/2013 (windows 8 PC’s) Support
• Microsoft Office 2013 migration roll out
• Windows 7 migration roll out
• Software installs using Absolute remotely
• Used Citrix, Anyconnect, and absolute management consoles to remote in and troubleshoot issues
• Reinstalling/Installing drivers and Desktop/Laptop configuration
• Ensuring correct domain information and joining new desktops/ laptops to the domain
• New user creation through Active Directory in an enterprise environment
• Virus removal (Cryptowall 3.0)
• Local and Network Printer setup and support
• Phone Support for End Users troubleshooting and support various IT related issues
• Imaging New computers, and reimaging old computers using disc based imaging.
• Used labs to attempt to recreate issues.
• Contract position

Confidential - LOUISVILLE, KY

IT SUPPORT TECHNICIAN

Responsibilities:

• Technical support position with troubleshooting for laptop and desktop computer issues
• Resolving IT tickets submitted for various issues via Assyst
• Used MTS Helpdesk program (replacement for Assyst)
• Submitting tickets for escalation
• Set up Orbit Scanners for trax solutions software
• Microsoft Office 2010/2013 (windows 8 PC’s) Support
• Used VNC and chrome remote desktop to troubleshoot issues
• Reinstalling/Installing drivers and Desktop/Laptop configuration
• Mounting OS images from disc when required (Windows XP, 7, and 8/ 8.1)
• Surveying existing equipment to determine if a replacement is needed
• Surveying Area for cable running
• Running RJ45 (CAT5e) and RJ11 (6P4C) Cable
• Terminating Ports (RJ45 and RJ11)
• Creating CAT5e patch cable
• Ensuring correct domain information and joining new desktops to the domain
• New user creation through Active Directory in an enterprise environment
• PXE Imaging (through NIC) from network in an enterprise environment
• Local and Network Printer setup and support
• Phone Support for End Users troubleshooting and support various IT related issues
• Creating images in Ghost and imaging PC’s and laptops via Ghost disc
• Imaged PC’s using Bart’s PE.
• Network Drive Troubleshooting and support
• Cisco Meraki Administration
• Google Chromebook Platform Administration
• Password Resets and Account Unlocks in Active Directory
• Data backups Using SATA to USB Device (Smart tech SATA Docking Station)
• TCP/IP Troubleshooting and configuration in a Microsoft enterprise environment
• Performed labs to attempt to recreate an issue

Confidential - LOUISVILLE, KY

NIGHT STOCK CREW MEMBER

Responsibilities:

• Unloading Trucks
• Picking product
• Packing orders
• Operating Forklift, Reach Truck, and Cherry Picker.
• Temporary seasonal position

Confidential - LOUISVILLE, KY

APPLICATIONS ANALYST

Responsibilities:

• Educated end users on how to properly use the new Ambulatory Electronic Health Record (AEHR) system
• Performed troubleshooting for various issues’s the end users were having regarding both AEHR and basic IT support.
• Troubleshooting for and setting up network and local printers as default printer.
• Commuting daily to different sites between 3 and 50 miles in distance (one way trip)
• Utilize remedy ticketing system by entering remedy tickets and solving them

Confidential - LOUISVILLE, KY

CENTRAL SYSTEMS SUPPORT ANALYST

Responsibilities:

• Help Desk Support for various different programs including Metavance by HP
• Used Bomgar software to remote access clients computers
• Password resets and Account unlocks
• Creating and assigning work order tickets to the proper groups
• Troubleshooting of Office 2010.
• Customer Service
• Active Directory Experience with creating Users and Groups
• Group Policy Experience
• Local/ Network Printer Troubleshooting and escalation to tier 2 Support

Confidential - LOUISVILLE, KY

DESKTOP SUPPORT

Responsibilities:

• Technical support position with troubleshooting for desktop and Laptop computer issues
• Performing upgrades and equipment replacements based on new application and system requirements to implement the new EPIC healthcare system for Norton hospitals
• Resolving IT tickets submitted for desktop, scan gun, network, and signature pad issues
• Set up scan guns and signature pads and assigned them to correct ports to ensure functionality
• Reinstalling drivers and desktop personalization
• Mounting OS images from an ISO image on desktops and wyse clients through server (NIC) and from disc when required
• Setting up wyse clients and Cart On Wheels units for patient rooms
• Surveying existing equipment to determine required upgrades or replacements
• Ensuring correct domain information and joining new clients to domain
• Correcting Citrix connection errors with wyse clients and escalation
• Jr. Lead Tech for Config Team
• Data Backup using Ghost in a Enterprise Environment
• Jr. Lead for Field Techs
• Local/ Network Printer setup and support

Confidential - LOUISVILLE, KY

BROADBAND TECHNICAL ADVISOR 1

Responsibilities:

• Technical Support position with the troubleshooting of Television and Internet issues
• Customer Service with sales and extended product selection
• Recommended proper repair action, follow up with customers, sales, setting up trouble calls, and IT tickets.
• Worked together in a team oriented environment to expand technical knowledge and further growth and development as a professional network support technician.
• High score card metrics by setting goals and executing the steps to exceed expectations
• TCP/IP Troubleshooting and Configuration on a end user level in a Microsoft environment
• I Would often branch out past scope to ensure the customers were Taken care of going as far as to support third party routers and Printer installs at times

Confidential - BROOKS, KY

CIA

Responsibilities:

• Troubleshooting and repair of Laptops and Desktop computers
• Extensive repair experience with HP, Dell, Apple, Lenovo, E-machines, Asus, and Acer Computers
• Performed judgment and knowledge based assessments of damaged units and made repair quotes as well as performed the repairs on the laptops
• Customer Service and explanation of repairs and cost
• Trained new CIA members on how to properly and efficiently diagnose and repair computers
• Effectively built and developed a teamwork oriented environment by establishing an open knowledge sharing judgment free zone of questions and answers. This resulted in higher efficiency and a more productive team environment
• Was graded 4.5 out of 5 by my supervisor for how well I performed in my 3rd and 6th months of employment

Confidential - SHEPHERDSVILLE, KY

WAREHOUSE ASSOCIATE

Responsibilities:

• In charge of the proper picking, packing and shipping of customer orders
• Inspected incoming goods received from suppliers
• Reviewed returned goods for adequate disposition and credit to customer accounts
• Inventory Cycle Counting
• Warehouse Sale support helping customers find products and general service
• Data entry of orders into an EDI system to facilitate the tracking and shipment of order
• Worked as a package handler
• Was considered to be the go to guy in my area
• Cross trained and loaned to other areas because of my hard working and fast paced work ethic
• Noted as an exceptional employee and placed into the Quality Trainer program where I was given the certification to train other employees
• Certificated to perform unloading and loading feeders, package cars, re-taping packagesember 8th 2014)