Technician Customer Service
Resume:
Thomas Evans
Augusta, Ga. *0904
**************@*****.***
A experienced desktop/helpdesk technician providing computer support to users in a law firm help desk setting.
Inbound helpdesk support taking calls from users issues ranging from connectivity issues, email support, software and
hardware issues, network printer maintenance support, e mail account support and trouble shooting, video conference
setup, hardware/ software in a break fix department, Desktop remote and V .N.C. experience, IMAC (Install Move Add
Change) computer system configuration and imaging tech using Ghost s/w, IP Telephone installation and trouble
shooting, inbound helpdesk ticketing support, active directory management for users policy rights.. A+ Certified,
Network +, M.O. U.S...
Computer Skills:
NT, 98, ME, 2000, XP, Vista 32 bit (Mac X)
VoIP Telephone System: Cisco Unified IP Phone 7971 G, Avaya IP Phone System.
Server builds experience/install,
PROGRAMS:
MS Office 2003/2007, Outlook 2003 07, Word Perfect, Lotus,, Dbase, G Bill, YODA, Preside, GHOST, Sys Prep, Tivoli,
ORMA, DMLS, CHCS, CMHC, Wireless, 802.11a /b/g, Citrix Met frame, Vantive, Onyx, Carp Diem, Westlaw, Lexus
Nexus, I Ship, Track Pad, Delta View, Delta Share, Interwoven, Adobe, Share works, InfoBase, Pro Law,
HELPDESK
Remedy ITIL, Track It, HEAT, Remote 32, SMS, Magic, Active Directory, Remote Desktop Control, Ghost, Sys Prep. VNC,
VPN, Citrix
E MAIL:
Outlook, Opera, Mozilla, Eudora
PROFESSIONAL EXPERIENCE:
Pomeroy I T Services – Contract Position
Sr. Computer Tech
04/2010 – 6/1/10
I work as the senior technician onsite with Lowes Home Improvement stores traveling in the Alabama/Georgia region
upgrading their computer systems to handle the new fiber optic lines that have been installed in the selected stores. We
install the new systems that were built specifically for various departments in the store from a pre built script, load
software and hardware if needed, verify the system is online and the bandwidth is correct. Correct any issues on site by
experience or by calling into the helpdesk for assistance. Verify that all the pre approved systems are active online and
approved by the manager on duty and handle the depot of shipping the old systems back to the vendor. I handle all
control of asset management services while onsite for the selected stores
Field Solutions / Native Staffing I.T. Staffing Agencies
Computer Technician
08/2009 – Present
I work for both of these companies as a Computer Technician working as a 1099 contractor installing and repairing
computer systems for various clients under contract with these companies. The assignments vary by the client needs
from replacing a faulty computer, upgrading a current one or installing a new system, printers installs hardware
replacement and troubleshoot software issues and various other issues associated with the client needs.
McKesson Pharmaceutical Company
Deployment Technician
2/2009 6/2009
I worked as an asset management computer technician receiving inbound computers and recorded them into a asset
database for the company record keeping for incoming and outgoing computer systems. I would build the laptops to
various departmental usage, migrating user’s data using Ghost migrate and would transfer user’s personal data to new
laptop. Trained user of the new company wide changes and supported internal and external email system. I worked
with the users at desk side, remotely and online to resolve typical helpdesk issue with software, hardware, connectivity
issues on VPN and Citrix.
Prism Pointe Technologies
Help desk Support Analyst
7/2008 – 11/21/08
I work as an inbound help desk customer service representative helping end users solve problems in a Windows XP/2000
environment with PC’s, or computer server related issues. I trouble shoot issues with our contract users with the Dept. of
Justice, Social Security Administration, and I.N.S. and Federal contractors working abroad in foreign countries and
military installations as well as the general public. I provided help desk support to users, having email, connectivity,
printing, and hardware and software issues and logging them into a Remedy ticketing system. I would order
replacement parts if the issue is un resolvable or requires a replacement of part is determined by our service level
contract. I also dispatched technicians to resolve an issues if it required a person to be on site.
DeKalb Community Service Board
Helpdesk Support/P.C. Technician (Contract Position)
10/2007 – 2/2008
I worked as a help desk support person for over 500 users in a XP environment, upgrading the computers to meet
federal ERM standards. I provided desk side support to user users with software and hardware issues and remote
desktop sessions if the users were off campus. I trained users on the functionality of XP from the system wide conversion
from Windows 2000 and Microsoft Office 03. I was the point of contact for LAN/WAN connectivity issues,
hardware/software, email support, connectivity issues, printer support, and login support for users using Citrix and
Novell GroupWise. I installed hubs routers and patch management for the satellite centers. I performed daily
companywide back up of data on a VERITAS tape drive system for storage of medical patient files.
Bell Industries (Hunton & Williams Real Estate Law Firm)
Helpdesk Support Coordinator/Computer Tech (Contact Position)
2/2007 – 9/2007
I worked as a Help desk support technician the law firm logging tickets into Remedy ticketing system for the company
wide XP/Office 2007/Outlook 2007 conversion project. I provided desk side support for the firm lawyers and paralegal
support staff in numerous capacities from personal to company software, hardware issues, software and user support for
various applications in a legal environment. I served as the point of contact for LAN/WAN connectivity issues in a
network environment providing network support for 300 users, troubleshooting network printing issues, configuration
settings, email support, hardware and software issues and I was the service, and maintenance, point of contact for
vendor related issues. I also setup meetings for video conferencing depositions, or telephone conferencing
I also worked as the hardware technician for entire firm in a break and fix environment point of contact for installs,
moves, add, changes of computer systems for the firm's new hires, transfers and relocating employees and staff to
different departments. I provided installation and desk side support for companywide computer equipment support for
rollouts and upgrades and new systems. I was in charge of the company computer inventory, working as the inventory
control technician.
First Level Technologies, Atlanta, GA.
Desk side Support/Helpdesk (Contract Position)
5/2006 – 7/2006 (Contract Position)
I worked as a computer hardware technician for Extended Stay Hotel Properties, providing desk side support for hotel
properties in the general Atlanta converting their systems from Windows 2000 to Windows XP and Office 2003. I
installed new pre manufactured Dell Optiplex computer motherboards, upgrading the computer system to handle the
new software being installed company wide. I trained the users of the functionality of the new features of the program.
Some systems I had to replace hard drives, CD, ROMs’, memory, external devices and power supply units. I served as the
liaison for Dell Computer Support Technicians and ESA Computer IMD Department
Dendrite Technologies Inc. Norcross, GA
PC Build Technician (Contract Position)
4/2006 – 6 /2006
I worked as a computer technician building new laptops for Novartis Pharmaceutical Company. We built new systems to
fit the user profile and specific departmental use by migrating data was stored on the old laptop system and transferred
the data to the newer system Logging all actions taken into a Remedy ticketing system for management approvals. We
installed the company wide transfer of the email ticketing system from Outlook to Lotus Notes. We performed QA control
inspections on each other pc builds before shipping them out to the user.
.Dwight David Eisenhower Army Medical Center, Fort Gordon, GA
Helpdesk/Desk side Specialist (Contract Position)
1/2005 – 7/2005
I was the Desk side support person for software, hardware issues dealing with connectivity support, installation of
secured government issued software and training for support for the Hospital Staff and Military Service users in the
hospital. I provided services in IMAC (Install Move Add Change) Outlook Exchange E mail management services
migrating from Outlook to Outlook 2003, I also supported users in Active Directory setting up account rights and
privileges. Upgraded 3000 computers to a Windows XP environment from Windows 2000 participated in the training of
users on MS applications and directories assistance on the shared network drives. I worked on and maintained, tested
and upgraded proprietary government issued software for the military department we serviced. I helped users with
personal PDA's, and other forms of communication devices and software in backing up and storing hospital, departments
and users data. I assisted in various ongoing projects within our realm of support whether it was Asset Mgmt, Bandwidth
Allocation by Dept, Site Inspections, PC Deployment, IMAC’s, and Special Projects for the Military side of the IMD
department.
EDUCATION/CERTIFICATIONS
Augusta Technical College, Augusta, GA
A+ Certified
Microsoft Certified User Specialist (M.O.U.S.)
Network+
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