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Desktop Support Technician / Help Desk Support Technician

Location:
Tulsa, Oklahoma, United States
Posted:
August 28, 2017

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Dustin Taylor

Bixby, OK

ac11qm@r.postjobfree.com 281-***-****

Technical Support Specialist

Skilled solutions-driven technical desktop professional with 10+ years’ experience providing rapid, comprehensive and client-focused technical support to end-users in the corporate environment. Demonstrated capacity to identify root causes of issues through technical knowledge and experience and provide rapid resolutions. Skilled at articulating complex technical concepts to users in nonprofessional terms. Seasoned in a variety of common operating systems, applications, and hardware with a record of mastering new tools and technologies quickly. Seeking to apply my technical experience and expand my current knowledge in the field of internet technologies.

Core Qualifications

•Troubleshooting & Issue Resolution

•Applications Support

•Software installation and configuration

•Imaging and data recovery

•VDI and VPN environments

•Detailed Documentation

•Break Fix

Technical Proficiencies

Certifications:

CompTIA A+

Platforms:

Windows 98, 7, XP / 8, iOS, Server 2008 R2, Server 2012 R2, Android

Hardware:

Dell / HP desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors

Applications:

Microsoft Office, Norton, McAfee Anti-virus, Veritas, Trend Micro OfficeScan, Norton Symantec Ghost, Symantec Endpoint Protection, Damware, Bomgar, Logmein, GoToAssist, Altiris, Lansweeper, Star, Heat, and Remedy ticketing system, Solar Winds event log viewer, GoToAssist, Citrix XenApp, Citrix Workspace Suite, VMware workstation.

RSA Console, Acronis True Image 10, Cisco IronPort, Microsoft Active Directory, Windows Deployment Services (WDS), Microsoft Deployment Toolkit (MDT), WAIK, Malware bytes, Juniper Odyssey Client, Oracle Virtual Box, Citrix ZenApp & ZenDesktop, Autoruns, Microsoft Security Essentials.

Education

Cisco Academy (CCNA) Houston, TX, 2010

Houston Community College Houston, TX, 1991

Professional Experience

DESKTOP SUPPORT TECHNICIAN II 5/1/2015 to 6/17/2017

JPMORGAN CHASE Houston, TX

•Provided support for over 250,000 users worldwide.

•Worked with business and systems customers to answer questions and resolve problems related to products and services.

•Supported over 400 software applications.

•Resolved an average of 22 tickets per day.

•Provided just-in-time training over the phone as needed.

•Diagnosed customer technical problems and provided creative solutions and alternatives that met business needs.

•Quickly identified problems and resolved issues within the required deadline.

•Identified opportunities for process improvement and problem elimination.

•Resolved login issues for remote access VPN and Citrix based clients.

•Good Mobile Enterprise and suite installation and maintenance.

•RSA Console management synchronization, unlock, reset, created emergency soft tokens and resolved log in issues for remote users.

•Resolved VDI application and session problems for remote and local users.

DESKTOP SUPPORT TECHNICIAN II 11/1/2013 to 4/1/2015

THE MARKER GROUP HOUSTON, TX

•Used Altiris and Ghost software to build and deploy images for refresh project.

•Created, deleted and maintained users, computers, and organizational units in Active Directory

•Joined users to appropriate domain.

•Efficiently identified and resolved network problems.

•Supported VP and remote users

•Managed user distribution lists and group folder permissions in Active Directory.

•Performed all computer hardware and software upgrades and replacements.

•Assembled and configured new user machines.

•Managed, configured and supported installation of all software.

•Installed and managed phone network.

•Resolved a variety of e-mail issues, including pst file and profile corruption, shared document conflicts, restoring or archiving missing files.

•Performed break fixes on laptop and desktop computers.

•Used analytical tools to troubleshoot login, installation configuration, and computer performance issues.

•Set up wireless and VPN connections for remote clients.

•Maintained server room, including replacement of switches and routers, running and replacing data and phone cable.

HELPDESK TECHNICIAN II 1/1/2013 to 10/1/2013

GDFSUEZ HOUSTON, TX

•Provided phone support for all internal and remote users.

•Reset passwords, unlocked accounts, added and deleted users from groups, created and deleted users in active directory/hyena.

•Used Solar Winds event logs to diagnose and resolve logon issues.

•Created and maintained distribution lists, security lists, and user groups.

•Resolved a variety of Microsoft Outlook issues including archive repair, corrupt accounts and sharing conflicts.

•Supported remote VDI and local Citrix users. Used Remote Desktop Console and Virtual Desktop to troubleshoot hosted Citrix applications.

•Synchronized and setup RSA tokens with RSA Console.

•Managed quarantined e-mails with Cisco Iron Port.

•Reimaged and restored user profiles when infected with malware or viruses.

•Provided remote assistance using Go to assist and Remote Desktop.

DESKTOP SUPPORT TECHNICIAN II 5/1/2009 to 12/1/2012

HARDSOFT HOUSTON, TX

•Migrated systems using USMT and Easy Transfer.

•Used WAIK to customize large software deployments.

•Maintained printers including replacement of fusers and toners, as well as assigning user e-mails to printer.

•Configured VPN for remote clients.

•Diagnosed and reimaged computers infected with malware and viruses.

•Resolved common Outlook mail issues like permission conflicts, archive repair, profile and pst corruption.

•Performed hardware and software upgrades.

•Identified and resolved network slowdowns and disconnects using a variety of tools.

•Used a variety of remote tools to connect to users and servers.

•Handled break fixes on all laptop and desktop pcs.

HELPDESK TECHNICIAN 1/1/2006 to 5/1/2009

AKZO NOBEL HOUSTON, TX

•Acted as service point-of-contact for help-desk, helping to diagnose, troubleshoot, and resolve issues.

•Provided daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance.

•Helped transfer help desk requests from e-mail to web-based system

•Assembled desktops. Deployed and configured Windows OS along with Windows Office Suite.

•Evaluated and recommended system upgrades.

•Created and configured system images and system repair disks.

•Used remote access tool to troubleshoot.

HELPDESK TECHNICIAN 2/1/2002 to 1/1/2006 SPERION HOUSTON, TX

Established communication between projects teams.

Trouble shot network connectivity, network printing and user access issues.

Built and maintained computer systems and performed memory upgrades.

Assisted in Account lockouts.

Documented all tickets and followed up in a timely manner any pending work.



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