Technical Support Engineer

Kevin W. McClendon

**** ******** ***** ** ? Marietta, GA 30008

770-***-**** (H) ? 404-***-****

******@*******.***

QUALIFICATIONS Skilled Help Desk Manager/Senior Technician with 15+ years of

experience providing PC and Client/Server technical support

for small, medium and large-sized public and private

corporations. Experienced in diagnosing, troubleshooting and

resolving client issues within customer/client SLAs for

hardware maintenance, software installations and upgrades.

Experienced in technical call center operations and providing

service by communicating effectively with technical staff and

end users.

OPERATING

SYSTEMS Software: MS Windows 7/Vista/XP, Active Directory, Citrix, MS

Office Suite 2007/2003, MS Project, MS FrontPage, Novell

Netware 5.1, Lotus Notes 7.0.2, Remedy Help Desk, Symantec

Ghost 7.5, Altiris Console & Backup System, Prosystems FX,

SharePoint, PC Anywhere, Go To Assist, Blackberry Enterprise

Software, Tower Systems, Solomon Accounting, Encryption

(SafeBoot, LoJack for Laptops, PointSec), VMware, Malware

Bytes, Reuters, Bloomberg

Hardware: DELL Poweredge 4400 Series Servers, DELL Desktops &

Laptops, IBM/Lenovo Desktops & Laptops, Toshiba Laptops, HP

Desktops & Laptops, Tablet PCs, Netbooks, WinTerm Servers,

PDAs and smart phones

Experienced with DNS, DHCP, HTTP, FTP, MS Exchange and network

printing solutions; ability to configure and troubleshoot

remote access, VPN, wireless routers, air cards and cable

modems.

VACO/WASTEPRO USA - Atlanta, GA February

EXPERIENCE 2010 - October 2010

Senior Regional Support Engineer

First point of contact for all IT regional support for a

full-service waste disposal corporation with responsibility

for all offices in GA, AL, MS, and NC

Provided technical and logistical IT solutions for new and

existing locations

Liaison between IT, telecom and facilities management to

implement and maintain network infrastructure within a LAN/WAN

environment

Maintained IT SOP manuals

ULTIMATE SOFTWARE - Atlanta, GA/Weston, FL May 2007 -

January 2009

Senior Desktop Engineer

Provided Tier II Help Desk Support for on-site users, remote

clients and a regional training center

Maintained accurate and timely asset inventory, purchasing and

"help call" tracking records associated with computer

equipment and end user support

Configured and deployed new user equipment from asset

inventory

Removed, changed and added equipment to the domain

Provided support for off-site technical meetings and

conferences

Kevin W. McClendon

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EXPERIENCE Independent CoNTRACTOR - Miami, FL October 2004 -

(continued) May 2007

Desktop Support Specialist

Provided on-site technical, desktop and help desk support for

various clients - VISA International, SkyChef, DHL and World

Wide Web Tax via contingency staffing firms (Adecco Technical

& Comsys):

Ran initial back-up of each laptop/desktop

Captured user profiles

Configuration of new laptop Bios settings

Installed new laptop/desktop image from the server

Installed hard drive encryption software (SafeBoot)

Removed, changed and added laptop/desktop names on the domain

Installed and configured user profile and required software

applications

MORRISON BROWN - Ft. Lauderdale, FL February 2005

- July 2005

Desktop Support Specialist

Provided on-site technical support for the Ft. Lauderdale

office of a multi-site CPA firm consisting of approximately 40

end users

Technical support of Windows XP, Microsoft Office 2003,

Prosystems FX, SharePoint, QuickBooks & Asset Keeper software

packages

Technical support of all PCs, laptops, WinTerms, scanners,

printers, copiers, IPAQ and Blackberry PDAs and VOIP

telephones as well as all switches, routers and hubs

US TRUST - Stamford, CT July 1999 - August 2004

Assistant Vice President /Desktop Support Specialist

Provided on-site technical support for the Connecticut Region

of US Trust National Bank comprised of 4 offices with 100+ end

users

Technical support of Windows 2000 Professional & XP, Novell

Client for Windows, Mainframe Applications, Microsoft Outlook,

Lotus Notes and Microsoft Office 2000

Researched, planned and implemented new software/hardware

products, system security, backups and disaster recovery and

documentation

Planned, supported and implemented upgrades to servers,

routers, workstations, laptops, telephone and voicemail

systems

Provided supervisory support of the on-site Technical Analyst

for the West Hartford and Essex, CT regional offices

MILITARY U.S. Armed Forces - United States Army

Honorably Discharged - Sergeant (E-5)

EDUCATION Central Texas College - Killeen, TX

Associates Degree in Automotive Technology

New York University - New York, NY

Certificate - Introduction to PC Computing in Business

Accounting

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