Technical Support Desktop

DARRELL SMITH

Snellville, GA ***** 404-***-**** ad5dng@r.postjobfree.com

SUMMARY

Resourceful IT Technician offering over 15 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals, and recording technical issues. Familiar with Windows, Linux, and Mac OS environments.

SKILLS

ServiceNow

Active Directory

Air Watch

Work Space One

Azure (MSO 365)

Intune (MSO 365)

Technical Support

Additional Information

TECHNICAL SKILLS KNOWLEDGE:

Security

IS Risk Management and Intrusion Detection

Fundamentals of Network Security, Firewalls and VPNs

Security Policies and Implementation Issues

Securing Windows Platforms and Applications

McAfee, Norton Anti-Virus, Symantec

Information Technology

TCP/IP Addressing

Subnet Masking

LAN/WAN Technology

Configure routers and switches

Troubleshoot Operating Systems

Installation and configuration of hardware and software

Assemble/disassemble PC's to the component level

Proficient in

Microsoft Word, Excel and PowerPoint

Electronics

AC/DC Electronics (Component Level)

Construct, test, and troubleshoot electronic circuits

Utilize Oscilloscopes

Digital multi-meters

Function Generators

Basic soldering experience

Reads and understands schematics.

CCTV (software and hardware components)

Technical certifications

Dell DSCE Onsite Troubleshooting

Dell DSCE Customer Induced Damages

Dell DCSE XPS L321X/13

Dell Desktop certification

Dell Portable Certification

EXPERIENCE

11/2024 to 5/2024

06/2017 to 08/2023

Resolution Technologies/Geogia United Credit Union

Desktop Support Analyst

Main responsibilities for this role (but not limited to):

Resolve complex client issues with hardware of software related problems with their supported desktop, laptop or peripherals.

Install, upgrade, support and troubleshoot Enterprise Applications hosted on Microsoft Office 365/Intune

Enterprise Applications running on Microsoft Office 365/Intune

Interact with a wide array of computer platforms in a multi-layered client server environment.

Assisting entry level desk side support positions with technical issues and ensuring service is provided in accordance with client SLAs

Work with local and remote Users to troubleshoot, document, and resolve issues in timely matter with ServiceNow/Jira (ticketing system).

Performs remedial repairs and preventative maintenance on computers, laptops, printers and any other authorized peripheral equipment.

Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.

Operates, enforces and suggests modifications and additions to desktop standards and guidelines.

Desktop Support Technician

AGCO Corporation Duluth, GA

Main responsibilities for this role (but not limited to):

Resolve complex client issues with hardware of software related problems with their supported desktop, laptop or peripherals.

Install, upgrade, support and troubleshoot Enterprise Applications hosted on Microsoft Office 365/Intune

Enterprise Applications running on Microsoft Office 365/Intune

Interact with a wide array of computer platforms in a multi-layered client server environment.

Assisting entry level desk side support positions with technical issues and ensuring service is provided in accordance with client SLAs.

Work with local and remote Users to troubleshoot, document, and resolve issues in timely matter with ServiceNow (ticketing system).

Performs remedial repairs and preventative maintenance on computers, laptops, printers and any other authorized peripheral equipment.

Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.

Operates, enforces and suggests modifications and additions to desktop standards and guidelines.

07/2014 to 02/2016

DVT Technician

Panasonic Decatur, Peachtree City, GA

Perform diagnostic testing and repairs on Dell Desktop PC's and Laptops

Upload and configure Windows operating systems, installed hardware peripheral options and configured software applications

Use schematics to build test carts and tests boards

Fabrication of previous cart builds and wire harnesses

Maintain inventory document for computers and laptop

08/2013 to 02/2014

Electronics Technician Assembler

GDH Consulting Tulsa, Atlanta, OK, GA

Performs repairs associated with maintaining and servicing products, MC75 scanner devices

Replaces defective components as appropriate using Motorola supportive equipment

Assist in defining root cause of failures and communicates data to peers and product groups

Upload and configure Widows priority operating systems for the MC75

Update and document repairs

08/2012 to 08/2013

Technical Support Representative

Computer Generated Solutions Atlanta, GA

Apply understanding and knowledge of information systems products and services to assist customers on technical matters

Experience using or supporting Microsoft Windows XP, Windows 7 & 8, Microsoft Office 2007/2010, hardware, local network printer and Symantec Antivirus

Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers

Be knowledgeable of resource materials in order to provide information on client inquires

Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.

01/2012 to 05/2012

IT Field Service Technician, Sub Contractor

Glodyne Decision One PA

Perform diagnostic testing and repairs on Dell Desktop PC's and Laptops

Replace computer hardware including mother boards, hard drives, LCD screens, I/O panels, memory/

RAM, Optical Drives, and printer/video/sound cards

Upload and configure Operating Systems, updated BIOS, Schedule appointments for repairs

EDUCATION AND TRAINING

06/2011

Bachelor of Science: Information Systems Security

ITT Technical Institute Duluth, GA

Contact this candidate