DARNELL CASPAR MITCHELL

770-***-****

acsk5c@r.postjobfree.com

Career Objective

My goal is to obtain a long-term career in information technology by providing effective technological solutions while improving business processes, functionality, and development.

Education

Strayer University, Raleigh, NC, March 2011

Associate in Arts in Information Systems

Apex High School, Apex, NC, June 2008

High School Diploma

Certifications

Dell Certified, 2015

CompTia A+, 2015

Professional Experience

APS (Essential Resources, Inc), Atlanta, GA

Desktop Support/Field Support Analyst, September 2014 – Present

Monitor support tickets submitted from assigned sites and resolve issues reported/logged

Troubleshoot and resolve printer (or print), minor wireless, network or switch issues at the site

Escalate major issues (wireless, network etc.) to IT Infrastructure technical teams as necessary

Perform support activities including but not limited to: Active Directory, MS Exchange, and Outlook E-mail support

Update user and asset information in database, as well as Apple IOS on MacBook, iPad & iPod carts

Install and set up Air Watch on mobile devices and install Windows updates and patches

Identify and update (or report) unsupported operating systems … i.e. Windows XP, Win 7/8 support, ensuring antivirus software installed on all machines and scans are completed routinely

Check Interactive White Boards/Projectors in classrooms to ensure they are functional

Inventory, validate and report all technology items in schools

Report any asset transfers to ensure ownership is properly captured

Work with schools to understand technology needs and funnel requirements to IT department through reporting manager/supervisor

Document work performed (and steps to resolve issues) within ticketing system for audit or knowledge-based purposes

Travel throughout County for School system.

Dell (Apex Systems), Atlanta, GA

Field Migration Technician (Team Lead), March 2014 – September 2014

Responsible for helping employees with Win 7/8 migrations, Novell admin, GroupWise E-mail support, Active Directory, MS Exchange Outlook E-mail support, Archives, PC break-fix, Desk Side support, installs, moves, adds and changes, according to Managed Client Policy & Procedure Guide

Add/remove printers (Dell, Brothers, Canon, Lexmark, HP; etc.)

Coordinate with Client End User on expectations and availability to conduct Managed Client Services

Identifies potential issues that could adversely impact End User experience and follows through on action steps

Utilizes advanced tools USMT (User State Migration Tool), SCCM/WET/MDT and Ghost image building process

Travels throughout the state of GA (road warrior) for Government agencies.

WellStar Health System (Ettain Group), Atlanta, GA

IT Help Desk Analyst, September 2013 – March 2014

Client Server, Network LAN troubleshooting, Win XP/7 OS, IE 8/9, Mac/mobile devices and Epic Applications support

Do password resets/unlock accts in Active Directory/Novell Console/iManager

Identity management

Access Request forms, assigning Epic Users membership

Entrust acct for remote users

Resolve TCP/IP and network/local printer issues

Use Chrome and Remedy ticketing system

Provide PC Anywhere Remote access and Log me in Remote access

Novell messenger, running Citrix script to access Epic Hyperspace

IBM (CCI), Norcross, GA

IT Support Specialist, April 2013 – September 2013

Handle questions for both hardware and software related issues via the telephone by answering calls and greeting customers

Determine the scope of the issue for iPhones, iPads, iPods, Apple Computers, Windows XP, 7/ 8, iOS, OSx, and Android

Bomgar Remote Desktop

Wireless configuration for all operating systems including printers and/or folder sharing

Resolve issues in relation to claims and warranties, servicing products and accurately setting up service options for our customers, multitasking through multiple systems

Report/escalate issues through appropriate channels, effectively communicating information with team members and customers when necessary

Diagnose and resolve various technical issues, providing exceptional customer service while troubleshooting equipment issues

State of NC (Temp Solutions), Raleigh, NC

Windows 7 Migration Field Technician, October 2011 – April 2013

Refreshes computers from XP and Vista to Windows 7 operating systems using tools: SCCM, Ghost, MDT

Test configured systems for appropriate functioning and troubleshoots for any errors found

Assists Configuration Technicians with desktop and peripheral setup / connections

Completes all required documentation of installation, including a quality assurance sheet to ensure accurate billing with respect to warranty contract, proper processing of defective products, and timely vendor returns and reimbursements

Follows customer personal computer system hardware and software specifications based on the configuration services being performed and the instructions supplied

Complies with departmental training certification requirements based on configuration level

Troubleshoots malfunctioning units using efficient problem solving techniques and departmental procedures

Researches hardware and software literature to keep abreast on new product / service developments and announcements

Works with Lead Technicians on difficult to solve problems or configurations

Schedules and confirms own appointments and communicates directly with end users

ACS, Raleigh, NC

Help Desk Specialist, March 2009 - October 2011

Handles questions via the telephone and through e-mail

Extensive phone support of end users with various operating systems and application software issues

Use Remedy Ticketing and solve network connectivity issues

Active directory, Win XP/Vista support

MS Office Word, Excel, PowerPoint, Database, Installation, configuration and support of Dell and HP PC’s

HP, Lexmark printers and peripherals support

Scanners and fax machine support, addressing both hardware and software related issues for iPhones, iPods, iPads, Apple Computers, Androids and Tablets

Diagnose and resolve various technical issues

Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending change.

Southern Networks, Raleigh, NC

Field Support Technician, December 2007 - March 2009

Run and install fiber optic cable and telephone lines out in the field

Outlook e-mail and Workstation configuration and installation of hardware and software applications, PC's, Mac's and printers support

Install hard drives, Ethernet cards, memory, Zip drives, CD-ROM drives and Scanners

Reset passwords, using ghost to create images on hard drive to install operating system

Transport PC’s

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