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Desktop Support Technician

United States
August 28, 2017

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Skilled and organized Network / PC Professional, experienced with implementing, upgrading and supporting mixed computer networks and systems.

LAN Administration

Help Desk Analyst


Desktop Support

Help Desk Support

Network Planning

Network/Server Support

Network Analysis

Customer Support



-UNIX: Advanced Concepts - UNIX: System Administration - UNIX: Network Administration


-A.A. Microcomputer Systems Management



*Desktop:Windows 2000 – 10.x, Linux Ubuntu

*Server:Windows 2000, RHEL 5, Ubuntu 14.04


*MS Office (Word/Excel/Access) 03/07/10, LibreOffice 4x

*Lotus Notes 3x

*Norton Ghost 5x/6x/7x/8x/11x


*dBASE IV, MS SQL 6.5, MySQL 4x/5x


CLEVELAND CLINIC (Beacon Hill) 01/17 – 07/17

Desktop Support Technician

Primarily support migration from Akron General network to the Cleveland Clinic. Additionally provide support for all Cleveland Clinic / Akron General Staff with support for all computer issues.

-Remove and create computer objects and assigned objects to groups in Active Directory for migration of PCs based on deployment.

-Installed custom label printers for EPIC application.

-Installed and setup WOW (Workstation On Wheels) Carts for use in ER and OR environments.

-Migrate users from Akron General Domain to the Cleveland Clinic Domain.

-Setup, staged and migrated PCs for the conversion and training of staff on Cleveland Clinic applications.

-Setup, deploy and train users on the use of new iPhones provided by Cleveland Clinic for mobile staff.

-Provide desktop support for user issues from applications to connection issues.

CLEVELAND CLINIC (Beacon Hill) 10/16 – 12/16

Configuration Technician

Setup, installed, configured and deployed iPads for use as Self Check-In Stands at various Cleveland Clinic locations.

-Created new computer objects and assigned customized groups for iPads based on deployment.

-Installed and customized software on iPads for use as a touchscreen kiosk.

-Installed iPads and Square readers into custom kiosk stands.

-Tested, deployed and gathered all network information from each kiosk unit.

-Informed Site Administrators of network information and answered questions on use and functionality of kiosk units.

VITALYST – Cleveland, OH 02/16 – 06/16

Solution Consultant

Provide application support for Microsoft Office and various related applications to a vast number of clients globally.

MCPC (Endevis) – Cleveland, OH 08/12 – 09/15

Configuration Technician

Initially brought in to assist with imaging and configuring PCs for ECOT project. Chosen to work on-site project for OhioCAT which involved traveling throughout Ohio to upgrade existing PCs to a newer version of MS Office and conversion of email to Exchange/Outlook system.

- Hired as Full Time Employee by MCPc, 02/13

- Elevated to Level 2 Configuration Technician

Level 2 Technicians worked closely with clients and project managers to insure the timely fulfillment of order requests, ensuring the accuracy of SharePoint data with regards to the order processing and all SCCM and network-related imaging issues as they may arise. On-site assignments were also part of the job description.

- On-site work for University Hospitals and Bob Evans

- Team Lead for Erie Insurance Windows 7 Project. Based on parameters given by Project Manager and Erie Insurance IT Staff: I created PC and Box labels, QC Configuration Sheets and a process for imaging, configuration and labeling of PCs and Monitors to fit the schedule provided by Erie Insurance.

MCPC (Endevis) – Cleveland, OH 03/12 – 05/12

ECOT EOL Technician

Analyzed and tested all ECOT computer equipment to determine the EOL status of all computer and network equipment that was returned by ECOT customers to MCPc.

CASE WESTERN RESERVE UNIVERSITY (Kelly IT) – Cleveland, OH 11/09 – 05/10

Google Apps Transition Team Technician

My primary objective was to provide assistance to all faculty and staff of the University in transitioning from their iPlanet email account to the Google Apps email account.

- One of two technicians retained for the installation of Identity Finder application on Case-Owned PC's.

- Instrumental in the testing and debugging of the Identity Finder application.

- Instructed staff and faculty on the use of Google Apps and Identity Finder applications.

- Assisted the two existing Desktop Support groups on campus in resolving and closing any trouble tickets that are still pending resolution in their queue.

- Assisted in the reorganization of the Deskside Support Department as they transitioned from an outsourced support department to an in-house support department.

ALLSTATE INSURANCE (Kelly IT)– Hudson, OH 09/07 – 09/09

Allstate Alstar Agency Hardware Support Technician

Remotely provide second-level support of Agency hardware including Router, Switches, Desktop PC's and all peripherals in support of all types of problems whether they be hardware or software-related issues including configuration, installation or repair issues as well as working with the Network Operations Center (NOC) on connectivity and hardware failures at the office and regional levels.

- Also became a member of the transition team that assisted Agencies in converting from Allstate Equipment to Agency-Owned Equipment.

- Trained conversion team on the existing equipment as well as how to remotely access Allstate Agency Equipment and use Allstate's new ticketing system.

- Was given Level 3 access to Allstate Agency Portal Servers in order to resolve server-side issues for Agents that had already converted to using their own equipment.

- Only person to support Allstate and Agency-Owned Equipment simultaneously.

LEE JET INC. - Brook Park, OH 05/99 – 06/07

PC Technician & Desktop / Network Support – Contract Work

Work independently and through outside consulting agencies for contract projects: troubleshooting network faults, analyzing network bandwidth problems, desktop support, network upgrades, database and application analysis and administration. Specific assignments and projects include:


PC Technician – Part of team to upgrade and install new software and hardware equipment. This included installing new cd/dvd drives, hard drives, memory chips as well as installing and configuring new microphone recording equipment for the offices. This was a “no residual presence” operation.


Database Analyst / Desktop Support – Created and provided initial support for the department's Microsoft Access 2000 database. Performed database and PC training for department employees. Assisted the department technician in desktop support and Windows 95 to Windows 98 migration in a Windows NT Advanced Server 4.0 network environment.

Designed and created a Microsoft Access 2000 database to track customer calls and complaints.

Used Microsoft's Visual Basic for Applications to create separate Administrative and Customer Service applications to connect and interact with the new phone log database.

Assisted head technician in implementing a standardized desktop environment for the department.

CLEVELAND CLINIC (RHI Consulting) – Cleveland, OH

PCW Support – Responsible for upgrading critical software and hardware of the Public Clinical Workstations (PCW) located throughout the entire Cleveland Clinic Campus

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