ROBERT L. MCNAY

**** *. ****** **. ● Chicago, IL 60634

773-***-**** ● ac0t79@r.postjobfree.com

DESKTOP/DESKSIDE SUPPORT PROFESSIONAL

Highly skilled technical professional with 20 years of experience in desktop support services. Expert in providing support to employees regarding technical inquiries, completing diagnoses to isolate the nature of the problem, and resolving support issues. Experienced in identifying, troubleshooting, and resolving software, hardware, and network failures. Demonstrated expertise with software and hardware assembly, installation, preventative maintenance, upgrades, repairs and network connectivity.

Operating System experience: Windows XP/ 7/10.

Network experience: Running, terminating and testing of CAT5/5e cable

Office Productivity software experience: Microsoft Office 2007/2010/2013, CPSI client.

Security Software experience: ESET NOD 32/SmartSuite, Symantec Norton Security

Graphic/Design software experience: Adobe Suite, IMSI TurboCAD/DesignCAD, AutoCAD LT 98/2002.

Peripheral experience: printer maintenance and repair, scanners, digital cameras, external storage technology and support of Android devices.

KEY STRENGTHS

Organizational & Planning Skills ● Interpersonal Skills ● Customer Service ● Problem Solving ● Task Prioritization Client Education & Relations ● Time Management ● Technical Support Concepts ● Tools & Technologies

PROFESSIONAL EXPERIENCE

Freelance and Contract, May 2015 - Present

Desktop/Deskside Support

Help desk, desktop and deskside support duties. Small office migrations from Windows XP to Windows 7, and Windows 7 to 10. Support of network connectivity, pulled and terminated network cabling. Installed and connected network printers.

Million Dollar Round Table, April 2014 – March 2015

Desktop Support Analyst

General help desk duties of answering calls from users and providing remote and deskside support. Set-up and installed new small form factor PCs and laptops by Lenovo. Conducted basic repair and preliminary assessment if a service call was needed of HP printers. Monitored and swapped tapes for network backup devices for both Windows and Unix servers. Managed basic Active Directory administration including creating new users and managing groups.

Sacred Heart Hospital, November 2006 – November 2013

Desktop Support

Managed the set-up, installation, upgrades, and maintenance of desktop, All-in-One PCs and laptops. Led the installation, troubleshooting, and upgrading of software on Windows 2003/2008 networks and Windows XP/7 Professional workstations and laptops. Performed 2 system-wide OS upgrade projects. Maintained and repaired Lexmark and Hewlett Packard printers. Handled new equipment/software research and evaluation and making recommendations to Director of IT. Monitored network backup devices for both Windows and Linux servers. Managed basic Active Directory administration including creating new users and managing groups. Familiar with HIPAA and EMR standards.

Maintained a spare parts and extra computer stock that minimized downtime

Recommended and implemented workstation security standards that decreased virus intrusions by 50%.

Shure Incorporated, October 1996 – May 2003

Desktop Support

Led setup, installation, upgrades, repairs, and maintenance of desktop PCs and laptops. Handled installation, troubleshooting, and upgrading of software from a Windows NT4 network to a Windows 98, NT 4 and XP Professional workstations and laptops. Managed the installation and troubleshooting of network and Internet connectivity. Resolved remote access issues for laptop users. Handled warranty repair claims and non-warranty repairs by outside services. Maintained inventory of spare PCs, parts, printers, and other equipment. Set up and maintained software licensing inventory and tracking system. Researched, evaluated and purchased PCs, laptops, printers, related peripherals and software. Recommended equipment to fill special requests of engineering and manufacturing staff.

Established companywide standards for hardware and software that boosted efficiency of support process

Maintained a timely re-evaluation schedule of company standards to meet demands of 3 year cycle of equipment replacement

Identified desktop systems in need of upgrade or replacement as part of annual equipment cycling

EDUCATION

Microsoft Learning

Course 6292 – Installing and Configuring Windows 7 Client

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