Desktop Support
Resume:
STRENGTHS:
Deliver the flexibility, competence, and comfort to wear many hats developed from over 25 years in the IT industry in roles ranging from help desk to desktop support, network technician to Windows systems administration.
Bring to the table a broad range of hands-on experience in Microsoft Windows operating systems support and administration from XP to 10, NT to 2012-r2, as well as Apple iOS/MacOS and mobility integration.
True passion for exceptional customer service developed through years working in sales and the travel industry means striving to make every customer's end-to-end experience rewarding, building loyalty for years to come.
Possess a unique skillset that provides a holistic approach for your organizational needs, including years of supervisory and management experience in IT, general business and entrepreneurial ventures; a background that includes being in on the ground-floor of social media, CRM and data-mining; creating multimedia presentations and Web-based content for internal and external consumption; dealing directly with decision-makers, CEOs, and both foreign and domestic private and government entities; and time-tested ability to apply creativity and innovative thinking to overcoming intractable obstacles to reach the next goal.
PROFESSIONAL HISTORY:
IT Consultant 12/2016 to Present Various Projects, Nashville Area
Perform desktop support, systems administration, deployments, network infrastructure build-out, and help desk services.
Windows 7/8/10, Server 2008/2012-r2; Install/Move/Add/Change; SCCM, USMT, LANDesk, ServiceNow, Bomgar.
Significant projects:
oDaVita Corporation: Desktop Support Technician. Re-imaged Windows 7/8 PCs, resolved login issues and password resets, BitLocker encryption/decryption, Microsoft Outlook support, and Citrix access. HIPPA environment.
oWilliamson County Schools: Deployment Technician. Installed Chromebook laptops throughout County school system. Ensured pre-imaged computers connected to school networks properly.
Technical Support Specialist 07/2016 to 11/2016 IBEX Global, Spring Hill, TN
Provided Tier 1 remote technical support at incoming call-center serving Apple consumers' iOS and MacOS products.
IT Consultant 09/2008 to 04/2016 Elemental Escapes, LP, Highlands Ranch, CO
Entrepreneur owner of five-person IT consulting firm. Managed subcontracted vendors as needed.
Bring experience in Windows desktop and server, Apple iOS and Mac, Android, Exchange Server, Active Directory, imaging, LAN/WAN infrastructure design and implementation, and remote systems administration.
Windows XP/7/8/10, Server 2003/2008/2012-r2; 802.11 WiFi; desktop/server break/fix; imaging; remote administration.
Wireless Engineering Technician 08/2007 to 09/2008 Intel Corporation, Hillsboro, OR
Configured Cisco and other wireless routers and access points, WiFi/WiMax cards and software/OS solutions to replicate reported problems, ran exhaustive testing, collected logs and other pertinent data, and produced reports for Customer Application Engineers and Software Engineers. Also performed laptop break/fix primarily on Dell and Lenovo units.
Windows XP, Vista, 2003/2008 Server; Ghost imaging; 802.11 WiFi and 802.16 WiMax; network sniffers.
Data Center Systems Engineer, Team Lead 01/2007 to 07/2007 Microsoft Corporation, Quincy, WA
Performed network and server deployment and break/fix solutions, including rack allocation, installation, cabling, configuration and repair of all network and server-related devices in 100,000 server data center.
Cisco rack-mount; SAN, NAS; clustering; load balancing; mixed copper and fiber cabling; Windows XP, 2003 Server, Vista; Active Directory; VLAN; MS-IIS; DNS; remote network monitoring; Altiris Imaging; Microsoft ticketing (UTS).
CERTIFICATIONS:
CompTIA A+ Certified Professional
EDUCATION:
National University, San Diego, CA (Graduated Magna Cum Laude January 2011)
Bachelor of Arts in Political Science, Minor in Economics, Emphasis in International Business
Virginia College at Huntsville, Huntsville, AL (Graduated June 1996)
Associate of Science in Electronics Technology
EXPERIENCE AND KNOWLEDGE MATRIX:
TECHNOLOGY
# Yrs Exp
Skill Level
COMMUNICATIONS
# Yrs Exp
Skill Level
BUSINESS
# Yrs Exp
Skill Level
Information Technology
Customer Support
Management
Active Directory, Group Policy, OUs
10+
E
Volunteer Services
20+
E
Customer Support Management
4
I
Backup Management (SAN, NAS, Tape)
10+
E
Counseling Services
10+
I
Executive Management
6
I
Cisco & Other APs/Routers/Switches
10+
E
Customer Support
10+
E
IT Management, ITIL, HIPPA
8
E
Database Maintenance
10+
I
Customer Support Management
4
I
Office Management
10+
E
Email Admin (Exchange, MDaemon)
10+
E
Desktop Support
10+
E
Offshore Team Management
2
I
Server Virtualization
< 1
B
Help-Desk Analyst
6
I
Project Management
8
I
Internet/Network Security
10+
I
Offshore Team Management
2
I
Property Management
10+
E
IT Infrastructure Buildouts and Support
10+
E
Regional Management
3
I
IT Management, ITIL, HIPPA
8
E
Writing & Editing
Retail Management
6
I
Network Administration
10+
I
Advertising Copy
10+
E
Team/Shift/Site Lead
10+
E
Wireless (802.11 WiFi & 802.16 WiMax)
10+
E
Editing, Proofreading
10+
E
Software Licensing & Library Management
10+
E
Marketing Communication
10+
E
Human Resources
SQL Server (Administration)
4
I
Speeches, Public Addresses
10+
E
Hiring & Firing
10+
E
System Administration
10+
E
Proposals
8
I
Interviewing
10+
E
TCP/IP, DNS, WINS, NetBIOS, UDP
10+
E
Technical Writing
7
I
Mentoring
10+
E
Website & Portal Administration
8
I
Training Materials
10+
E
Personnel Development
10+
E
Software
Multimedia & Web
Accounting & Legal
CRM Software Setup and Support
2
I
Audio/Video Production
8
I
Accounts Payable
10+
E
Adobe Acrobat Pro, Photoshop
10+
E
Content Development
10+
E
Accounts Receivable
10+
E
Cisco IOS
4
I
Graphic Design
6
I
Budget Management
10+
E
Anti-Virus (Consumer and Enterprise)
10+
E
HTML
10+
E
Cash Management
10+
E
Clustering, Load Balancing
< 1
B
Multimedia Presentations
8
E
Cashflow Analysis
8
E
DreamWeaver
4
I
Website Design
8
I
Financial Auditing
10+
E
Firewalls (Software & Hardware)
10+
E
Govt Policies & Regulations
8
I
Flash
4
I
Verbal & Oral
Inventory Control and Security
10+
E
Imaging (Ghost, Altiris, SCCM, USMT)
10+
E
Classroom Instruction
4
I
Legal Compliance
8
I
HTML, CSS
10+
E
Consulting and Contracting
8
I
Legal Research
8
I
Remoting (LANDesk, Bomgar, PCAnywhere)
10+
E
Performance Counseling
8
I
Legal Terminology
8
I
Microsoft IIS
6
I
Curriculum Development
4
I
P&L
10+
E
Microsoft Access
10+
I
Customer Relations
10+
E
Sarbanes-Oxley Act Compliance
7
I
Microsoft Excel
10+
E
Media Relations
6
I
Microsoft FrontPage
10+
E
Mentoring
10+
E
Relationship Management
Microsoft Outlook
10+
E
PowerPoint Presentations
10+
E
Contract Negotiations
6
I
Microsoft PowerPoint
10+
E
Public Speaking
10+
E
Customer Relations
10+
E
Microsoft Visio
10+
E
Training
10+
E
Media Relations
6
I
Microsoft Word
10+
E
Meeting & Event Planning
5
I
Microsoft DOS (All Versions)
10+
E
Research & Statistics
Oral Presentations
10+
E
Microsoft Windows 3.1 to 10
10+
E
Database & Internet Research
10+
E
Public Speaking
10+
E
Microsoft Windows Server NT to 2012-r2
10+
E
Demographics Research
8
E
Vendor Negotiations
10+
E
JASC/Corel Paint Shop Pro
10+
E
Market Research
6
I
Apple Mac Computer and Mobile Products
5
I
Marketing Strategies
5
I
Marketing
Server Virtualization
< 1
B
Statistical Analysis
5
I
Advertising
10+
E
SQL Server (Queries and Reports)
6
I
Strategic Planning
4
I
Market Research
6
I
Ticketing (Clarify, Remedy, ServiceNow)
10+
E
Trend Analysis
4
I
Marketing Strategies
5
I
Contact this candidate