Kenneth H. Daniely

480-***-****

ac0wae@r.postjobfree.com

SKILLS

HP Open View Service Desk

Symantec Ghost 8.0

Active Directory

Marimba Software Distribution

Symantec Net backup

Dameware remote connection software

Confluence (C-Wiki)

EDUCATION

Bachelor of Arts and Science

University of Advance Technology, Phoenix, Arizona

EXPERIENCE

Desktop Support Technician II

September 2014 – Present

American Traffic Solutions

Responsible for asset management of computer equipment and peripherals for two office locations in the valley.

Assisting with incoming phone calls and monitoring the Support Desk mailbox.

Relocate IT equipment including desktop computers, printers, and computer monitors to other locations in the office,

Provide after-hours support through an on call cell phone.

Configure, install, and support HP and Dell laptops for Arizona and other remote sites in the country.

Preform onboarding duties for new ATS employee’s such as creating accounts in Active Directory, Exchange Management Console, and Lync Server 2010 Control Panel.

FSO Technician

December 2010 – September 2014

CompuCom contract at Cigna, Phoenix, Arizona

Closed an average of 10 tickets per day. Well above the assigned quota for FSO technicians.

Provided laptop and desktop support for 8 Cigna healthcare centers throughout the Phoenix area.

Troubleshoot issues using software such as Marimba and remote desktop software.

Duties include patching down phone lines and network cables for system moves and installation.

On call pager rotation for after-hours support.

Imaging Lenovo ThinkPad’s and workstations using Symantec Ghost 8.0 for Cigna employees.

System Support Specialist

October 2008 – September 2010

Avent Inc., Chandler, Arizona

Imaged laptops for redeployment to Avnet employees as well as performing data backups for laptops and desktops.

Handled warranty repair for IBM ThinkPad laptops.

Performed system upgrades such as RAM and hard drive installation.

Other duties include inventory of all Laptop equipment and materials for the Depot department.

Responsible or system deployment to new and current Avnet employees.

Helpdesk Support Technician Level I

March 2008 – September 2008

Phoenix Staff contract at Shamrock Foods, Phoenix, Arizona

I provided quality first level technical support to end users.

Maintain user access to Shamrock Foods Enterprise Network and to individual applications.

Log, track, and report all calls/issues that occur with the Help Desk Database.

Record and document all action taken to correct problems.

Responsible for performing the daily and weekly backups tape drives for Shamrock Foods.

As well as monitoring the I-Series/AS400 consoles for system issues

Field Service Technician

January 2008 – March 2008

Qualxserv, Phoenix, Arizona

Working with minimal supervision I was responsible for scheduling service calls for customers to replace hardware for Dell laptop and desktop systems throughout the Phoenix Metropolitan Area.

Also preformed other duties such as OS reinstallations if necessary and contacting Dell Technical Support if further assistance is needed.

Deployment Coordinator/ Internal Service Desk Support

September 2005 – November 2007

DHL, Phoenix, Arizona

Performed Easy Ship Admin duties, supporting 100+ Field Automation reps.

Deploys Easy Ship and Libra Software/Hardware to resellers and customers countrywide.

Validate internal and external customer technical requirements for system installations and upgrades.

Properly log all service calls into HP Service Desk application.

Follow up with customers regarding status and satisfaction of scheduled event.

Manage customer expectations to mitigate potential or actual high-risk situations.

Identify issues and recommend solutions to enhance departmental productivity.

Utilize software applications for report generation as needed.

Prioritize tasks according to importance.

Provided first-tier technology end-user support and resolution to internal DHL employee’s via telephone on basic hardware, network, software, and application problems.

Troubleshoots and restores service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes, scripts, and procedures.

Technical Support

June 2005 - September 2005

Wells Fargo, Chandler, AZ

Reset passwords and unlocked Wells Fargo employee accounts.

Transferred calls to different areas of the IT department to get proper assisted when needed.

Data migration, active directory id’s, and email accounts.

Computer Technician

March 2005 - May 2005

ILX Resorts, Phoenix, Arizona

Supported 200 user accounts in the ILX Resorts Corporation headquartered in Phoenix, AZ.

Using remote client software such as PC Anywhere, fixed various issues with employee’s computer systems.

Handled setting up new user accounts to the network domain as well as performed system restores, installation of new software, and traveled to different resorts to provide on-site support.

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