Support Specialist Technical

Vaughn Covington

PROFESSIONAL SUMMARY

Tech savvy and knowledgeable Computer Support Specialist with 10+ years’ experience maintaining networks and peripherals for large and small organizations. Strong technical and fundamental competencies combined with highly desired attributes including: in-depth understanding of existing and emerging technologies, critical thinker, creative problem solver, adept multi-tasker, asset management, competent at work planning and prioritization, and excellent communication skills to help maintain the usability of the organization’s IT assets and execute the organization’s mission and vision.

Technical Skills

Active Directory

Sharepoint

Azure

Dameware Remote Support

Go To Assist remote

Team Viewer

MAAS 360

SAP Account Creations

SAP

Teams

VMware ESXi 6.0 – 7.0

Bilingual- Spanish (read, write, speak)

Windows 10, 11

Windows server 2021, 2023

Inventory management

White-glove technical support for VIP clients

Personalized IT training for C-level executives

High-level service delivery for premium clients

Cisco Meraki (Routers, Switches, ect.)

Samsung Knox

Office 365

SCCM

Service Now Ticketing system

Remedyforce Ticketing system

Active Directory

Sharepoint

Azure

Dameware Remote Support

Go To Assist remote

Team Viewer

MAAS 360

SAP Account Creations

SAP

Teams

VMware ESXi 6.0 - 7.0

Linux OS (Red Hat, CentOS, etc.)

Mac OS

Strong technical competencies with verifiable experience working in a 2nd/3rd line IT support role.

Troubleshoot operational systems and collaborate with other organizational entities responsible for enterprise systems support Using SCCM, Absolute, ePO, and AirWatch.

Performed desktop support, diagnostics and repair Dell, IBM, Compaq, Apple Mac hardware,ipad, and iphone mobile devices.

Participated in analysis of incoming cases/tickets/orders, assigning to team members and tracking closure of orders.

Able to troubleshoot and problem-solve to ensure that mainframes, dedicated server computers, and related technology remain online and operating as intended.

Skilled at executing hardware and software upgrades acco,rding to company IT protocols and facilitating employee training.

Able to competently execute routine repairs and maintenance on equipment.

Experienced in working on high visibility or mission-critical projects and performing all functional duties independently.

Excellent track record for working within a group framework.

Mobile Device Management via Intune for Windows devices

Excellent communicator; great ability to articulate ideas into instruction or information to teammates.

Worked with VMWare and Linux (Red Hat CentOS etc), Unix, and Windows 10, 11 2008 Server, Mac OS environments

Strong communication skills received commendations from customers

WORK EXPERIENCE

Lewisville ISD Feb 2024 - April 2024

Refresh Technician

The main responsibility was updating users from MacBook Air laptops to MacBook Pro laptops.

Baylor Scott & White Dallas, TX Nov 2023- Jan 2024

Refresh Technician

The hospital had a project of updating the computers on the campus.

Coco – Cola, Dallas TX Mar 2023 – Jul 2023

Help Desk Technician

Serve as the first point of contact for customers seeking technical assistance over the phone or email

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Utilized Service Now as the ticketing tool to track and escalate tickets for end users.

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Troubleshot Outlook in Office 365 on users laptops and desktops

Hardware Deployment Technician

Texas Health Resources - Harris Medical Center

October 2022 - January 2023

Supported users through an equipment deployment from Dell systems

Configured and deployed new Systems; performed testing of controls and new products

Collaborate with Deployment Engineers and Leads on required changes

Troubleshot Outlook in Office 365 on users laptops and desktops

Technical Support Representative

Oncor Electric

February 2020 - June 2022

Performed minor upgrades and updates to the companies hardware and software

Network troubleshooting

Monitored the laptops, hard drives, memory, monitors, and motherboards throughout, and performed assistance when needed

Collaborated with other departments to ensure everything was running cohesively

Troubleshot Outlook in Office 365 on users laptops and desktops

Technical Support Representative

Hospital for Sick Children

October 2017 - November 2017

Supported users through an equipment deployment from Dell to IBM systems

Configured and deployed new Systems; performed testing of controls and new products

Collaborate with Deployment Engineers and Leads on required changes

IT Support Representative

Lockheed Martin

August 2016 - December 2016

Supported users through the Remedy Ticketing System

Replaced monitors, laptop, and printer consumables

Tech refreshed HP laptops with Dell Laptops

IT Specialist

Metalogix Software

November 2015 - May 2016

Supported the Essential package which ran alongside of SharePoint

Used remote tools for Skype

Assisted customers with backing up and migrating SharePoint sites from one site to another sub-site

IT Support Specialist

District of Columbia Recovery Community Alliance

August 2014 - November 2015

Updated desktop computers with Windows 8.1 and Norton Antivirus

Installed software (Norton Antivirus, Remote Access Software)

Installed and setup printers (HP Laser Printers)

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