Desktop Support Technician Resume Atlanta, GA - Hire IT People

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential - Atlanta, GA

Audio Visual Manager

Responsibilities:

Research, cost, and order audio visual, computer and lighting equipment
Work with clients to create project proposals with accurate quotes
Site survey and install audio, lighting, video and computer equipment
Coordinate scheduling of in-house technicians
Troubleshoot audio visual and computer systems and coordinate repairs with outside vendors
Research features and settings of equipment and train staff/clients in efficient and effective use
Oversee AV project delivery, operate AV equipment as needed, and ensure on-time completion of projects

Confidential - Atlanta, GA

Desktop Support Technician

Responsibilities:

Coordinated and managed Windows 10 migration project for onsite and remote staff
Developed, implemented, and conducted company-wide technology training programs for all new hires and veteran employees increasing staff productivity by 25%
Installation and 24/7connectivity support for SD-WAN SDP equipment decreasing churn and potentially saving the company $150K per quarter
Accurately managed database of all Confidential assets saving the company $250,000 per annum
Utilized Remote Tools to resolve outside sales staff issues with installation, updates, and connectivity
Connected, configured, and troubleshot Cisco IP phones enterprise-wide
Installed, optimized, and supported proprietary and commercial software
Created accounts, performed Access Control in Active Directory for company systems: onboarding and offboarding
Managed and supported Ricoh printers located throughout the company
Optimized network performance by testing connections and updating LAN cabling in the NOC
Installed and configured and supported telepresence software (Go to Meeting, Zoom, Teams)

Confidential - Decatur, GA

IT Support Technician

Responsibilities:

Installation, configuration and repair of hardware and peripheral devices: All -in-one Printers, monitors, memory, HDD, projectors, scanners within the ascribed maintenance window
Install and troubleshoot network devices
Install and customize software to meet users’ needs: Microsoft Office, Proprietary applications
Perform imaging of PCs for upgrade from Windows 8 to Windows

Confidential - Alpharetta GA

Technical Support Engineer

Responsibilities:

Clearly document and use logging tools to communicate research, troubleshooting and action plan specifics, proficiency with case management databases and tools.
Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options.
Troubleshoot issues for enterprise level customers with products which include HPE ProLiant, ML, DL Superdome servers.
Troubleshoot appliances, OS and software which includes Virtual Connect, OneView, VMWARE, RHEL and Windows
Gather technical data from customers to analyze the current situation or issue and Provide solutions for effective and efficient production environment.
Responsible for sending HPE Field engineers to the correct site to perform diagnostics, troubleshoot and replace Hardware.
In-depth log analysis to provide the best solution or temporary workaround to the customer.
Create virtual rooms for remote troubleshooting of issues, gathering appropriate technical data to provide cause, resolution and assist with driver/firmware update
Responsible for resolving e-cases via web portal, providing timely email updates, call customers and maintain all cases from start to finish
Utilize all available resources to assist, analyze and resolve complex customer issues.

Confidential - Atlanta, GA

Systems Administrator

Responsibilities:

Reimaged over 500 PCs for users via PXE boot based on predetermined company-wide specs
Installation, configuration and testing of Avaya IP based devices (1692 Polycom, 9610, 9640 phones)
Interfacing with internal and external customers to troubleshoot and diagnose hardware, software, and peripheral device issues post-migration

Confidential - Atlanta, GA

Windows Deployment Engineer\Desktop Support

Responsibilities:

Provided support of Windows desktop environment for the company.
Support included: installation and upgrading over 500 Windows workstations using Ghost Imaging software.
Utilized remote desktop software to install applications.
Setup user rights for applications for onsite and remote end-users.
First level hardware support installation for printers, scanners, and other peripheral devices.
Provided training and guidance to new techs regarding imaging and configuration process

Confidential - Atlanta, GA

Windows Deployment Engineer

Responsibilities:

Provided support of Windows desktop environment for the company.
Support included: installation and upgrading over 400 Windows workstations using Ghost Imaging software.
Reinstalled proprietary software for newsroom staff.
Setup user rights for applications for onsite and remote end-users.
First and 2nd level support for printers, scanners, and other peripheral devices.
Configured Blackberry devices and various smart phones for staff.
Perform Cabling and patching of desktops connected to LAN switches in wiring closet

Confidential - Atlanta, GA

Windows Deployment Engineer\LAN Administrator

Responsibilities:

Travelled the NE, SE and Midwest regions with a team of Support individuals to remote user sites to perform Windows upgrades for over 900 users
Utilized USMT package for complete data backup and restore
Installing, upgrading, and configuring desktop/laptop, peripherals and providing post-migration support
Performing Windows upgrades using Ghost Imaging software on new and existing desktops and laptops
Provide Onsite Level 2 LAN and Desktop support for Imaged Windows workstations and workstations.
Support includes operating system and desktop applications.
Support process requires workstation visits, using remote access tools and phone support.

Confidential, Atlanta, GA

Team Lead Desktop Support

Responsibilities:

Completed Windows OS migration project.
Project work included: Made determination of desktop hardware upgrade needs, backup user data via USMT.
Installed Windows on 600+ workstations, installed and configured enterprise applications.
Configured Outlook email settings and restored backed up email.
Ensured users can access network resources and print to local and network printers.
Communicated with users individually via email and scheduled meetings informing them of the migration process and scheduled date.
Performed walkthrough with users confirming what data and software that has to be accessible after the upgrade.
Inventoried hardware specifications to determine what components might need an upgrade.
Selected as the Team Lead to report progress to the Management team daily on the status of the project.
Documented issues and presented them to improve migration process throughout the project.