Desktop Support Engineer

JOSEPH TUCKER

***** **** ***** ******, ** ***** 972-***-**** ******.********@*****.***

Desktop Support Engineer

Results-driven IT professional with 8+ years experience in IT, some were spent in the support center role via phones, then transitioned to desktop services. Well recognized for technical troubleshooting, and analysis. Skilled at Windows OS, laptop and desktop hardware, as well as mobile device management. Apply leadership skills while supervising computer operating systems, applications, and tools. Hold hands-on experience leading IT development procedures including designs, tests, launches, and support. Well-recognized for strong work ethics while guiding teams in desktop support.

technology summary

Systems:

Iseries OS400, Windows- XP, 7, 8, 10, Windows Server-2003, 2008, 2012, Linux(Minumum – Experience)

Tools: TCP/IP, Active Directory, SMTP, Group Policy (GPO), Remote Control, Antivirus, Print Services, Anti-Malware and Spyware

Software: Windows 7-10, LANDesk Management Suite, Service-Now, Remedy, HP Web Jet Admin, Active Directory Tools, Office 365, Office 2007, 2010, 2013, 2016, Mozy Backup, Symantec AV, McAfee AV, PC Validation with Software and Hardware requirements

it work experience

Service Experts August 2013 ~ August 31, 2017

IT Analyst II Plano, TX

I offer desktop support to all end users in a laptop environment with about 1500 users. I oversee Windows patching, and I support all network printers in a mostly HP environment.

Started a patch process with LANDesk Management to help achieve 85-90% success rate of all PC’s on the network. I update the latest agent when LANDesk rolls out a new agent version. I also create software packaging for the most installed software to assist our support center with automation.

I ran point on a laptop refresh project with over 1300 computers that needed to be replaced working with CompuCom.

Setup HP Webjet Admin with the up to date firmware versions, for over 80 multi-function printers

Administered Mozy Backup Software to provide remote backups for Legal, HR, and VP’s to save sensitive data.

Lennox International June 2010 ~ August 2013

Support Desk Analyst I Richardson, TX

Provided technical support via VOIP. Provided 1st and 2nd level troubleshooting, and assessed the correct group to escalate if it needed higher level escalation. I assisted with digital signage display, as well as assisted with being a Service-Now admin.

Demonstrated extensive knowledge in troubleshooting and escalations and then assisted desktop issues on my down time from the phones.

education

Southwestern Assemblies Of God– General Studies

McKinney North High School - Graduated

it awards

IT recognition awards

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