SUMMARY:

• 14 years combined Technology Support Specialist experience in medium to large company Helpdesk Support, LAN Desktop Support tier II, A+ hardware and software break fix support, Confidential DCSE field support technician and large scale deployments, migrations and deployment support projects.
• Primary role for most companies has been contracted support technician.
• LAN and WAN daily desktop support ticketing and troubleshooting work including support network devices, computer devices, computer inventory and loaners, audio visual equipment, printers, VOIP phones, Mobil devices, inventory and data tape backups.
• Remote, Local and LAN desktop support, maintenance, device deployment, project deployment, image deployments, migrations and account modification and administration.
• Next Business day FRU and LAN break fix field support for Confidential Desktop, Laptops, All - in-ones, Workstations and Tablets.
• Deployment, support and break fix work for HP Desktops, Workstations, Laptops and Zbook Mobile workstations.
• Point of sale register and line and register printer next day break fix support and troubleshooting as well as support for PDA, sales tablet and hand held scanning devices.
• Basic to advance printer break fix repair and maintenance. LAN troubleshooting including punch downs, data cabling, IP routing and connectivity troubleshooting for both wired and wireless networks.
• VIOP phone setups and CISCO phone troubleshooting, account maintenance and deployments as well as mobile phone device setups and troubleshooting.
• Microsoft Windows Support from Windows 2000 to Windows 10 and Microsoft office Support from . As well as 3rd party middle ware run by CITRIX.
• Administration (add, modify and delete) over MS Active Directory, SCCM, CM12, DMT Tool.
• LAN and Desktop support software such as ITSM/Remedy, Service Now, Landesk, Lansweeper, Dameware, Alteris, and CATS inventory system
• Install and setup of many engineering programs such as MatLAB-2010, Catia, IBM Rational Doors, Solumina G6 and G7 and premium software such as MS Project, Visio, Visual Studio and Oracle DBC, SQL and SAP
• VPN support using ePulse secure, Cisco VPN, TPO E token and One Badge.
• Security and Encryption software such as Gaurdian Edge, End Point Check Point Security, MacAffee EPO administration and MEE tool encryption recovery, Windows NTPWEdit and Opal hard drive encryption.

EXPIERENCE:

Desktop Support Specialist

Confidential

Responsibilities:

• Primary responsibility in IT Desktop support for local and remote users’ daily ticket queue support for device break fix, account and domain administration, software requests (installation, pushes and troubleshooting) LAN troubleshooting, asset deployments, asset refreshes, asset tracking, Bi-weekly asset inventory, loaners and device reclamation.
• LAN wired and wireless level 1 support and troubleshooting, mobile and VOIP phone support deployment and setup as well as basic printer maintenance and support.
• Additional Duties included pickup scheduling and data tape collection and preparation for weekly Iron Mountain pickup.
• Additional projects in Wyse terminal, kiosk, (run by CITRIX) carousel equipment deployments and support.
• This is a DOD aircraft manufacture so I have passed all current security check and approved with flight line and flight maintenance access and FOD training.

Hardware Support Depot Technician

Confidential, Atlanta Georgia

Responsibilities:

• Open ended contract to break fix support over 30,000 Dell, Apple and Windows Tablets for one to one device initiative.
• Monitor incoming tickets for warranty related hardware repair and replacement as well as receive and ship devices to appropriate school.
• Additional responsibilities to reimage reconfigure and rejoin repaired devices to domain as well as have them properly allocated in SAP. Also, to laser etch devices for identification.

Confidential Certified Systems Engineer

Confidential, Alpharetta and Georgia

Responsibilities:

• Onsite next business day full break fix repair for Confidential OEM standard, Pro Support and Gold Support Level warranty repair for corporate customers.
• Certified in over 60 models and current through 2016 certifications for desktops, laptops, tablets, workstations, mobile workstations and Confidential All-in-One desktops.
• Confidential metric status is excellent.
• Averaged 40-45 tickets weekly including multiple sites same day and was consistently in the top 3 for ticket volume and closure every week out of 43 technicians for Confidential .

Confidential, Orlando, Florida

Systems Engineer

Responsibilities:

• Pro Support and Gold Support Level warranty repair for corporate customers. In addition to daily assigned territory tickets.
• I originally worked with ELS in 2011 full time but then was moved to part time and seasonal work due to lack of volume in the territory.
• I was also permitted to work on other contracts while still working part time for ELS until 2013 when I was relocated to Atlanta Georgia and given a full time role as an area lead.

Project Team Desktop Support Refresh Technician

Confidential, Orlando, Florida

Responsibilities:

• I was invited back from a previous project to be a part of another project team for desktop support to roll out new images, install Opal level encrypted hard-drives, migrate data from old hard-drive to new one, rollout company software and replaced/reimage aging laptops.

Field Repair Technician

Confidential, Orlando, FL

Responsibilities:

• Hired on contact to Confidential as a field technician for full PC Laptop, Banking Technology, Business Class Printers, Desktop support and Tier I LAN support, corporate offices and affiliated companies and subsidiaries.
• Territory included 150 mile radius daily.

Project Team Desktop Support Refresh Technician

Confidential, Orlando, Florida

Responsibilities:

• Part of project team to convert current user HP, Confidential and Lenovo laptop OSs to Windows 7 and add a hardware level encryption opal hard-drives.

Desktop Support Technician

Confidential, Maitland, Florida

Responsibilities:

• Daily responsibilities included onsite and remote support for hardware, software, LAN and WLANs including setup and troubleshooting of guest wireless, site wireless, VPN, Remote access, LAN printer configuration, computer refreshes, data migration, PC re-imaging, software pushes, PC, laptop and equipment decommission, Active Directory administration, laptop break fix and repair and replacement of HP FRU and SCR parts replacement.
• MS OS and Office product installations and troubleshooting and install and configuration of DOD science and engineering proprietary software installations and troubleshooting.

Computer Sales Associate

Confidential, Florida

Responsibilities:

• Part Time Employment In computer systems, hardware, software and peripheral sales

Help Desk Agent

Confidential, Winter Park, Florida

Responsibilities:

• Tech services including Ticket handling and assignment, escalations, software configurations and troubleshooting, authentication resets walk-in hardware and software services, some pc deployment for new laptops and desktops and any other perceived tier 2 duties for both remote and on location end users.

Deployment Technician

Confidential, Florida

Responsibilities:

• Deployment of over 200 laptops and docking stations.
• Duties include receiving and preparing laptops complete with image and software and deploying to the end user at scheduled times and performing data migration