Information Technology Desktop Support

GARY HIGGINBOTHAM

**** ***** **** **., **********, KY 40291 ad3oor@r.postjobfree.com 502-***-****

Summary of Qualifications

Over 20 years progressively responsible experience in Information Technology providing support for Mainframe,

Server, & PC’s, Network Support, Instructor, Desktop Support, Help Desk Support, and Computer Operations.

Skilled in Win98/NT/XP/2000 Server, TCP/IP operating systems.

Highly refined communication, organization, management / leadership, conflict resolution and customer service.

Experienced in, curriculum design, training, adult learning methodologies, and customized individual or group tutoring.

Education

Master of Business Administration, Argosy Online University, 2014

B.S., Computer Systems Science (Business), U.W.F., Pensacola, Florida, 1984

A.S. Computer Science, St. Petersburg Jr. College, St. Petersburg, Florida, 1982

Certifications

Teacher Certification – State of Florida – Business Education and Integrated Curriculum

ORACLE DBA, S.P.C., February, 2003.

Windows 2000 Professional (M.C.P.), Novell 4.11 Certified Network Administrator (C.N.A.)

Professional Experience

WELLCARE – CENTENE 08/21– PRESENT (LOUISVILLE, KY)

SENIOR INFORMATION TECHNOLOGY SPECIALIST

Am a Senior Information Technology Specialist onsite at the WellCare Louisville, Kentucky office location.

Provide desktop support for 3 regional offices in the state of Kentucky and staff members that work remotely from

home. Handle hardware and software issues, deployment of new laptops, host Zoom sessions to give guidance

to new hires on how to use their new laptops and to log into VPN.

AMGEN DISTRIBUTION CENTER– DECISIONONE 04/18 – PRESENT (LOUISVILLE, KY)

ONSITE IT TECH

Am the Onsite Field Support Technician to provide service to resolve hardware issues, software issues, refresh of

computer hardware, work with Lexmark and Zebra printers, do MAC(Move/Add/Change) requests in the Data Center,

and provide other technical assistance where needed. Interact with staff on SAP issues involving computers,

printers, and RF Scanners. Also investigate issues with wireless connectivity.

ACCOLADES: Awarded the NTT DATA PARTNERSHIP AWARD twice during the year 2020.

ACCOMPLISHMENTS:

Advocated for replacement of outdated RF Scanners in the Distribution Center, replacing

Windows CE RF Scanners with Zebra Android O.S. Scanners in 2020.

Advocated for replacement of outdated Apple Ipads in the Distribution Center, replacing old iPads

with new Apple iPads in 2019.

Collaborated with AMGEN Networking Team to perform upgrades of Network Devices in Data Center.

KENTUCK FORD TRUCK PLANT – TEKSYSTEMS 03/18 – 04/18 (LOUISVILLE, KY)

PC REFRESH CONTRACTOR

MEIJER DEPARTMENT STORE 01/18 – 03/18 (LOUISVILLE, KY)

DELI CLERK

LOUISVILLE GEEK 06/17 – 10/17 (LOUISVILLE, KY)

JUNIOR PROJECT MANAGER

Manage small projects for an intown Managed Service Provider for Louisville, Kentucky. Aligned internal

resources needed for different projects from installing a phone system, to installing a network device such

as a Sonic Wall or new Server(s), to do a network cabling job for a client. Used a CRM system called

ConnectWise for managing project projects, project tickets, and service desk tickets. Used a Windows 10

Microsoft Surface laptop for computer needs. Created projects from the beginning all the way through to

their ending. Afterward, I would send a project survey to the client to see how the project went. Was the

communicator to clients of what was happening with the project and scheduling installs for them.

ANTHEM BLUE CROSS BLUE SHIELD KENTUCKY 04/15 – 01/17 (LOUISVILLE, KY)

ONSITE LEAD IT SUPPORT TECH (CONTRACTOR WITH HCL AMERICA)

Provide leadership for the daily operational needs of users for desktop, laptop, and IT support. Have two full-time

IT Techs that report to me. Provide field support for remote users who work at home. Use Windows 7 platform Computers

and Xerox copier / printers internally. Provide mobile device support for users such as I Phones and Ipads as well.

Continually meet expected SLAs for users and do monthly inventory cycles of computer equipment on hand in stock room.

Use Active Directory tools such as Active Directory Users and Computers (ADUC). Provide Level 2 / Level

3 support for Helpdesk tickets submitted to us through Service Now (SNOW) ticketing system.

Have hands on experience working on desktop and laptop computers (had Dell Desktop and laptop certs during

The years 2015 – 2016). Use good soft skills to provide customer support for internal customers and outside vendors.

Image Dell and HP computers using SCCM. Use the asset portion of Service Now (SNOW) to maintain the

Database of hardware inventory for all desktops, laptops, I Phones, Ipads, Flatscreens, and printers.

Do monthly scanning of all computer equipment for maintaining inventory system and reconciliation.

Also, do a periodic salvage run of outdated computer assets to Cloud Blue. Update documentation and provide other services

ANTHEM BLUE CROSS BLUE SHIELD KENTUCKY MEDICAID 12/13 – 04/15 (LOUISVILLE, KY)

FIELD SUPPORT ANALYST II (CONTRACTOR WITH ICONMA)

Provide Desktop and Laptop support for internal and remote users. Use Windows 7 platform Computers and

Xerox copier / printers. I Phone 4S and 5S models are used as work cell phones. Provide support for Avaya desk

phones and program extensions when new employees are brought on board. I carry out administrative duties of submitting

ticket requests to have new domain user id’s and email accounts created. I also submit tickets to get new phone extensions

created. I also work on trouble tickets for the office that I work in. I ensure that The Video Conferencing Room is

working for any company video conferences or laptop presentations. Have conducted training classes to internal

staff on how to submit a trouble ticket with the ticketing system that we use. Have hands on experience with computers.

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