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Desktop Support Help Desk

Location:
Richmond, Virginia, United States
Salary:
50,000
Posted:
January 13, 2018

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Richard K. Hilgenhold

Richmond, VA *****

571-***-****

Email: ac30y6@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

IT professional seeking a new career opportunity to re-enter the technical field. Currently possess 5+ years’ experience working in various technical capacities including help desk and desktop support, Active Directory, Microsoft Office Suite, PC repair and A/V Support

PROFESSIONAL CERTIFICATIONS

CompTIA A+

MCP/MCDST

Apple OSX

WORK EXPERIENCE

IBM

October, 2017

Senior Analyst

Richmond, VA

●Computer hardware and software troubleshooting

●installing corporate image to machines

●system replacement / refresh

●data recovery and transfer

●iOS device setup and deployment

●receiving of new equipment

●asset management and tracking.

HCL America

February 2016 - October 2017

Senior Analyst

Richmond, VA

●Computer hardware and software troubleshooting

●installing corporate image to machines

●system replacement / refresh

●data recovery and transfer

●iOS device setup and deployment

●receiving of new equipment

●asset management and tracking.

Self-Employed

August 2012-August 2015

Estate Manager/IT Consultant

Richmond, VA

●Provided IT related consultation regarding upgrade and configuration for residential customers on as needed basis. Consultations included; Hardware management and configuration, initial hardware setup, user education for preventive maintenance, and network setup

●Carried out fiduciary responsibilities for settlement of family estate.

Apollo Professional Solutions

July 2012 - August 2012

Corporate Move Associate

Richmond, VA

●Assist with movement of computer assets as required for internal corporate moves as directed by the client.

●Troubleshoot computer hardware and connectivity issues that may arise because of the equipment move

●Report any unresolved incidents to team lead

RMS Computer Corporation

October 2010– February 2012

Richmond, VA

Field Service Technician - (Contract at Anthem/Wellpoint)

●Provide desktop support services

●Data transfer / PC refresh

●Equipment hardware installation

●Software installation using software as a service (EDMP)

●Troubleshoot and repair incidents reported to help desk

Virginia Department of Rehabilitative Services

September, 2009 – May, 2010

Richmond, VA

Video Tele-Conferencing Support Technician (Part-time, temporary)

●Technical support for video teleconferencing equipment and events

●Set custom layouts for conferences using Codian bridge hardware

●Routine coordination and testing of remote sites’ video conference capabilities

●Report any major failures to senior team lead for vendor contact or repair

Computer Enterprises Incorporated

June, 2009 - August, 2009

Richmond, VA Help Desk Analyst - (Contract at Anthem/Wellpoint)

●Tier 1 help desk create tickets in call tracking software

●Password resets using Active Directory

●Password resets on mainframe systems

Orbital Sciences Corporation

February, 2008 - October 2008 Dulles, VA

PC Technician

●Diagnosis of computer hardware and software malfunctions reported to the Help Desk

●Installation or deployment of software

●Installation or recovery of hardware

●Installation of corporate image

America Online, Inc.

June, 2000 – December 2007

Dulles, VA Senior Desktop Support Technician

2005 – 2007

●Designed, outfitted, and maintained a refresh lab

●Data migration

●Determined actions that would promote overall customer productivity

●A/V Support (backup or additional coverage) in conference rooms and auditoriums

●Corporate move supervision of contractor agents to ensure all assets removed, setup, and functional.

Bench and Desktop Support Technician 2000 – 2004

●Created and modified the processes as needed to make this position more efficient

●Diagnosis of computer hardware malfunctions reported to the Help Desk

●Distribution of appropriate parts to field technicians for resolving help desk requests

●Diagnostic and logistics support for repair of computer components

●Managing relationships with vendors to maintain a timely repair of equipment

EDUCATION

ECPI University – Glen Allen, VA Associate Applied Science in Computer Technology



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