David J. Keck

Clayton, NC

E-mail: ac1pa5@r.postjobfree.com

Cell 919-***-****

IT SPECIALIST / HELPDESK / DESKTOP ENGINEER

Over 2 years of solid helpdesk and desktop support working with Windows 7 – Windows 10 desktops. Extensive experience in adult education and workforce training. Recent Microsoft and CompTIA certifications including Security +, MCTS in Windows 7 and Healthcare IT. Troubleshooting and Network configuration experienced.

Military: Operations Specialist 3rd Class US Navy with previous Top Secret Clearance

Installation, Setup, and Configuration of Windows 7 and 8 Desktop and Laptops

Ticketing systems used: Remedy, Service Now, and proprietary systems

Reimaging Windows 7 to Windows 10 using User state migration tool

Advanced experience with PowerPoint, Excel, and MS Office products

Current Public Trust security clearance in effect.

Dell Certified Laptop/Desktop technician

EDUCATION

MyComputerCareer.com Technical Certification School 03/13-11/13

Certifications: CompTIA A+, Network +, Security+, Mobility+, Healthcare IT, Microsoft MCP, MCTS Windows 7, MTA networking, Windows OS, Security Fundamentals and Server Administration

In Progress: CCENT

Tidewater Community College AAS Degree

Additional Certifications include: Certificate in Professional Photography, NC Commercial Driver’s License with Class A, and FAA Airline Transport Pilot with flight instructor ratings

WORK HISTORY

Robert Half Technology, PC Support Analyst 02/17-5/17

Contract PC Support Analyst to Advanced Technical Services for Caterpillar Inc. in Clayton NC. Provided on site hardware/software support for Laptop and Desktop computers including break/fix and reimaging of Windows 7 computers to Windows 10 ensuring latest Bios version and current drivers. Also, provision phone services and deploy hardware to users, setup, test and assist as necessary. Update and follow progress using Remedy ticketing system to resolution, ensuring all applicable changes in compliance with internal corporate security protocols.

US Postal Service, Raleigh NC, Level II Support Analyst 08/15-11/16

Overall contract through Hewlett-Packard providing telephone support to US Postal facilities nationally and internationally. Supported network of 40,000 plus POS terminals and associated back end infrastructure. Utilized Service Now ticketing software to track,

resolve and escalate customer issues. Used Active Directory to check user permissions to and confirm employee roles. Assisted postal clerks in mastering Retail Sales and Service software. Troubleshot, diagnosed and repaired software/hardware issues. Remotely accessed and performed back end work on POS terminals. Member of team tasked with helping postal facilities with procedural issues related to adaptation of new software.

MyComputercareer.edu, Cary NC, Instructor assistant 05/14-6/15

Provided assistance and tutoring to students pursuing IT certification. Assisted full time faculty and administrative staff installing, maintaining and troubleshooting issues with campus facilities including cabling and connection of classroom systems. Performed setup installed software and configured student and staff computers and tablets, helped students with test preparation and assistance using resources to further their knowledge of computer networking. Also, tracked attendance and student progress through (Salesforce) cloud based software.

Datrose Incorporated, Durham NC, Level 1 support helpdesk 09/13-05/14

Provided Customer service and troubleshooting in support of Kodak Alaris Photo Kiosk, for various retail outlets nationwide. Position required excellent communication skills and the use of various tools including email, IM, Remote Business Manager and thorough understanding of IPV4 network protocols to ensure ongoing service of photo kiosk, printers, scanners and other peripherals.

Aviation Seminars INC, El Cajon, CA Regional Instructor 12/07-Present

Accelerated ground schools/test prep for FAA exams. Flight Instructor refresher clinic presenter. Position requires extensive speaking and presentation skills. Utilize Windows and PowerPoint to instruct candidates for various FAA exams. Also, tasked with conducting FAA required Flight Instructor Refresher clinics at various locations.

AMG Flightgroup, Raleigh, NC Copilot, FAR part 135 charter 08/10-12/12

In-depth experience with Glass cockpit aircraft running advanced avionics software. Qualified Second in Command in both CE525 and RA390 business aircraft.

JNX Flight LLC, Smithfield, NC Flight Instructor, primary/instrument 11/07-4/11

Instruction in a variety of single engine aircraft at Johnston County Airport, Test Proctor, CATS testing center using proprietary software on Windows XP Desktops

AR Building Company, Pittsburgh PA, Co-pilot / Special Projects Manager 09/04-03/07 Duties ranged from managing the daily operations of company aircraft to dealing with customer service issues for major homebuilder and commercial developer. Oversaw the refurbishing of rental townhomes for the company. Authored new homeowner manual utilizing Microsoft Word. Initiated guidelines to enhance customer service by improving communications via digital media.