Desktop Support Engineer

Thomas H Cannon

**** ***** **** ***** ***** ***** 860-***-**** ********@*****.***

Objective

Innovative and Driven with a keen focus on customer satisfaction seeking a challenging position with a company that offers growth and training. Has the ability to multi-task, work effectively and independently in a competitive and fast environment. Accumulated skills in troubleshooting.

Education

COMPUTER AND INDUSTRUAL ELECTRONICS 1996 PORTER AND CHESTER INSTITUTE

EXPERIENCE

DESKTOP SUPPORT TECHICIAN NTT DATA, INC DEC,2016 TO MACH 2017

Contract position - Working with BNSF Train Dispatchers to support Windows OS based computers and Lexmark printers with a 15 minute per SLA. Re-image hard disk, work with Windows OS to solve problems. Correct network connectivity issues. Fix printer issues for dispatchers as required. Assisted during migration to a secondary site to allow tech refresh of the primary site

SYSTEMS ENGINEER MTM TECHNOLOGIES WEBSTER BANK APR 2004 TO OCT 2016

Oversee and support 48 Webster Bank branches in Connecticut for over 900 clients in all day to day operational needs. Build, maintain, and repair computer systems to improve speed, reliability, and effects of operation. Configure and install new and recycled hardware systems while maintaining corporate standards for system compatibility. Oversee projects to upgrade and improve systems with no customer impact. Support and troubleshoot HP and Xerox printers.

DESKTOP SUPPORT TEKSYSTEMS MAR 1999 TO DEC 2004

Desktop support for The Hartford Financial Group. Responsibilities include: The onsite support and installation of all supported software and hardware. Work with other teams and peers to ensure all applications, network and services are working up to customer’s expectation and in compliance with The Hartford SLA (Service Level Agreement)

Desktop supports for AETNA US Health Care. Responsibilities include: Storing of personal data, upgrading windows OS and reinstall all software and configurations for each user. To validate software installations and ensure data integrity.

Field Engineer for Micros to Mainframes. Responsibilities include: the onsite repair of a wide variety of computers and peripherals, software support, repair of equipment on the bench and close interaction with customers. Maintain a 98% open-to-close time of less than 8 hours. In charge of testing the entire inventory of PCs and reporting the Y2K status, following up with needed upgrades to bring the systems within compliance.

Accomplishments

Successfully serviced and satisfied over 900 clients in a 10,000 square mile radius. Earning a 5 star rating from clients. Seamlessly migrated Windows OS within 3 months with no interruption to clients, consistently exceed monthly SLA objectives.

Skills

Windows XP/2000/Vista/Windows 7 Domain: Microsoft Office 2003/2013 Outlook,Microsoft application virtualization desktop client, semantic Endponnt protection, Juniper VPN, APPSense Environment Manager, Vmware, TCP/IP, DNS, PC/Laptop (IBM,HP,Dell) Service now incident Management, Remote Desktop Connection, Remote Assistances

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