Desktop Support Technical

Mario L. Arnold

**** ********* *** ** ***** 770-***-**** Email: **************@*****.***

Objective:

To obtain a position in the field of technology in which I may utilize my knowledge in software and hardware applications, system management, training, and leadership with strategic focus on a commitment to operational excellence.

Qualifications:

Hardware:

PC AT/XT IBM Compatibles, Sony, IBM, NEC, AST, VST, HP, Printers, CDROMS, Tape Backup, IDE Motherboards and Devices, ESDI Motherboards and Devices, Pentium Motherboards and Devices, SCSI, Sound Cards, Modems, Networking Devices

LAPTOPS, Toshiba, Canon, IBM, Compaq, NEC,

PC’s, Compaq, Digital, Packard Bell, Apple, Dell, Sharp, HP, Wyse Terminals, IMAC, Avaya Phones

Software:

Dos 3.1 and above: WINDOWS 3.11, 95, 98, 2000

Windows XP: Windows 7: Windows 10 System Management Server: Win Servers, MS Office Suite 2013-2016, Symantec Ghost: Internet Explorer: Exchange: IBM Client Access AS/400: Windows Active Directory: Altiris: XTGOLD: Norton Antivirus: CMS: Remedy Helpdesk: VPN: Lotus Notes: Everdream: Peregrine, HP Service Center, SCCM, Bitlocker. Jira Ticketing, Microsoft Access

Professional Experience:

(InsightGobal) BrookHavenHomes May 217 June 2017

Position: Desktop Support

Prepare Dell desktop and laptops, Apple tablets, Mitel desk phone Android mobile phones to deploy to users at corporate and remote offices

Troubleshoot and repair all hardware mentioned in section (1)

Perform equipment inventory for all computers, tablets, desk phones and mobile phones

Solve issues related to Office and Office 365

Manage mailboxes and distribution groups

Manage O365 subscription

Use Mitel Programming Database 5000 to

Manage extensions and voicemails

Monitor system to troubleshoot call quality issues

Use AD to manage users

Use AD to manage security and distribution groups

Manage shared folders’ permissions

Map network drives

Replace toners and waste box

Coordinate with vendor to repair all Kyocera printers

Map printers onto users’ computers

Meticulously record all works performed

Assess the desktop infrastructure daily to provide IT support and to meet ticket quota

(KellyMitchell) YellowPages February 2017 March 24, 2017

Position: Desktop Support

Provide courteous and effective technical support for customers who have questions or problems relating to the YP’s computer and telephone systems

Provide management escalation and customer notification of IT problems as needed

Develop and maintain an expert knowledge of all aspects of the YP’s IT environment

Ensure that all Help calls received are resolved to the customer’s satisfaction

Accurately and extensively document all Help calls via Track-it Database

Relocation of existing equipment to support user moves and installation of equipment for new users

Maintain an inventory of all YP’s production computer hardware

Setup and support of the Firm video conferencing system

Provide on-call technical support and resolution after hours - on-call includes nights, weekends, and holidays Report observed problem trends or common user frustrations to supervisor

(Zillion) Assurant December 2016 January 2017

Position: Desktop Support

Responsible for diagnosing and resolving all desktop support issues. This position is also responsible for the implementation of installations and upgrades for software and hardware. This position also provides technical instruction to others.

{Computer Science Corporation} Working For the CDC November 2009 to September 2016

Position: Senior Service Desk Liaison

Analyzes, logs, tracks and resolves complex to highly complex software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs of 5000 clients

Performs complex to highly complex troubleshooting to isolate and diagnose non-routine system problems; documents system events to ensure continuous functioning. Develops and recommends course of action and implements as required.

Upgrades system software and hardware components as required to meet business needs. Uses prescribed and/or non-routine protocols and procedures to ensure upgrades are occurring in accordance with established parameters.

Installs, tests, upgrades and configures complex to highly complex system files and services to enhance performance

{Contract Position with Teksystem} Centers for Disease Control, Atlanta, Georgia June 2009 to November 2009

Position: Desktop Support

Analyzes, logs, tracks and resolves complex to highly complex software/hardware matters of significance pertaining to networking connectivity issues, printers, servers, and applications to meet business needs 3000 clients.

Performs complex to highly complex troubleshooting to isolate and diagnose non-routine system problems; documents system events to ensure continuous functioning. Develops and recommends course of action and implements as required.

Upgrades system software and hardware components as required to meet business needs. Uses prescribed and/or non-routine protocols and procedures to ensure upgrades are occurring in accordance with established parameters.

Installs, tests, upgrades and configures complex to highly complex system files and services to enhance performance.

Utilizes standard corporate tools to record change and problem activities for tracking purposes. Develops and recommends new tools to management. Recommends new tools as necessary.

Sets up, assembles, installs, configures, reconfigures, and/or modifies hardware/software at client site for regular or special function use.

Install setup and configure Avaya phones for local desktop users.

{Contract Position with I.D.R}Sage Software, Lawrenceville, GA September 2008 to February 2009

Position: Desktop Support

Troubleshoot issues as 1st and 2nd -level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues for 1200 users in an Active Directory Domain running Windows XP Workstations

Troubleshoot and replace laptop and PC hardware such as CD-Rom, hard drive, floppy drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, and warranty repairs

Provide and maintain technical solution for training room setup, hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support

Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff

Participate in IT Desktop queue, which will result in assigning and prioritizing open issues to oneself

Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in IT Helpdesk tool

Manage customer issues and requests by creating, tracking and documenting technical solutions in helpdesk database

{Contract Position with Insight Goble} Sun Trust, Atlanta, Ga April 2008 June 2008

Position: Desktop Support

Duties include providing clients with on-going support of systems and software

Diagnose PC, connectivity, phone problems and then repair appropriately

Order, install, upgrade and remove hardware, software and telephones as required

Assist and support of approximately 4800 internal clients issues in an Active Directory Domain running Windows XP Workstations

{Contract Position with I.D.R} Sage Software, Lawrenceville, GA January 2008 to March 2008

Position: Desktop Support

Troubleshoot issues as 1st and 2nd -level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues for 1200 users in an Active Directory Domain running Windows XP Workstations

Troubleshoot and replace laptop and PC hardware such as CD-Rom, hard drive, floppy drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, and warranty repairs

Provide and maintain technical solution for training room setup, hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support

Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff

Participate in IT Desktop queue, which will result in assigning and prioritizing open issues to oneself

Log, prioritize, and assign all calls, voicemail, email, web tickets and walk-up requests reporting technical problems in IT Helpdesk tool

Manage customer issues and requests by creating, tracking and documenting technical solutions in helpdesk database

{Contract Position with Teksystem} Centers for Disease Control, Atlanta, Georgia August 2006 to October 2007

Position: Desktop Support

Upgrade all PC’s And Laptops to a Windows XP environment while saving their data.

Ghosting the Pc’s using Symantec Ghost. If the Resources of the hardware did not meet the requirements to be upgraded, we would have to do a hardware upgrade. Also installed any proprietary software or Microsoft products that were on the previous environment.

Responsible for setting up users with Outlook and the Exchange Server while making sure their .pst files were move over to XP. Setting users up in the Active Directive Domain and pointing them to their proper shares out on the network.

The Hartford-Omni Insurance Company, Atlanta, GA April 1998 to February 2006

Position: Desktop Support

Provide Network, Hardware, and Software support for internal and external users on a level 2.

Install software and hardware upgrades, troubleshoot and repair issues for the network, internet, and exchange servers.

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Circuit City, Service Department, Norcross, GA May 1996 to April 1998

Supervise and Train New Computer Techs

Repair Customer Computers to Factory Specifications

Liuski International Technical, Norcross, GA March 1988 to May 1996

Supervised Technical Support Department

Provided technical support to customers

Supervised the troubleshooting and testing of computer hardware and systems of returned merchandise

United States Army November 1980 to November 1984

Telecommunications And Computer Communications

Education:

Windows 7 Essentials 1 Course

A+ Certified, Compaq, Toshiba, IBM, Sony

MCP Certified Tech

Network Essential Course

Henry Grady High School, Atlanta, Georgia

References available upon request

Contact this candidate