Technical Support Engineer
Resume:
Bernard P. Dowling
Ft. Washington, PA 19034
*********@*****.***
OBJECTIVES:
Helpdesk Support Manager and Field Service Technician seeks challenging position utilizing experience in end-user support problem resolution and training environment.
EXPERIENCE:
DOWLING CONSULTING 7/2017 - Present
Assists end-users and walk-in clients with software and hardware technical problems with their computing devices and minor cell phone repairs.
Installs a variety of software and hardware items as required to repair computing devices.
Use Windows Deployment Server (WDS) to image Windows based PCs and laptops with Windows 7, 8, and 10 Pro deployments for small operations.
Repair most MAC device problems as required by users.
Consult with small clients businesses on server/client node applications and hardware needs as required
DREXEL UNIVERSITY 4/2011 – 6/2017
College of Medicine (DUCOM)
Field Support Operations Technician, (FSOT)
Functioned as a Helpdesk technician primarily responsible for assisting callers and walk-in clients with technical problems with their computing and telephony problems.
Supported all users in the field as a DUCO0M FSOT diagnosing, repairing or installing software, hardware, network appliances as required.
Supported and fully utilized DUCOM's Windows Deployment Server (WDS) in order to image all departments owned Windows based computers and laptops with Windows 10 deployment.
Responsible for imaging and networking all MAC desktops and laptops to function on DUCOM network.
Responsible for following daily support functions:
Helpdesk Technician
Answered queued calls within designated 5 minute period in order to closely listen, ascertain core problem(s), and obtain key user contact information. Documented pertinent information into departmental FOOTPRINTS Ticket system and assigned to various technicians as required.
Remoted into user computers wherever necessary in order to resolve Level 2 type problems. Uninstalled old nonessential applications and installed more recent similar programs as required.
Ran metrics for Helpdesk technical team for presentation to management.
Field Service Operations Technician
Worked in the field to resolve Level 2 and 3 problems as required by management. Installed applications, scanners, local and network printers on Windows and MAC based computing devices. Worked with System Engineer with networking problems at the user level.
Fixed department owned smartphones (iPhones, Androids, LGs, etc.) as required by management.
Windows 10 Imaging Process
Along with the Systems Engineer, I was designated the FSOT fully responsible for Windows Deployment Server (WDS) and the imaging of all Windows and MAC computing devices. Responsible for creating and testing of initial Windows 10 base images before full deployment via (WDS). Patched WDS whenever required.
Reviewed the technical specifications of all existing PCs to ensure each would be fully capable of taking a new Windows 10 image. Updated BIOS on all desktops and laptops; installed all new Windows 10 approved drivers; removed existing Windows 10 applications wherever necessary. Tweaked specifications in order to ensure that 'border line' desktops and laptops would optimally take Windows 10 image. Documented in a specific Sharepoint website the disposal of all computing assets incapable of taking a Windows 10 image.
MAC Imaging Process
Assisted Systems Engineer with the development and implementation of all documentation for placing departmental MACs on DUCOM network domain (i.e., the network had initially been created to support only Windows based computing devices). Instructed team members how to successfully deploy Mac devices on the DUCOM network. Monitored the work of each team member to ensure that each MAC device was, indeed, ready for deployment to the user in the field.
DREXEL UNIVERSITY 5/1999 – 6/2010
College of Information Science & Technology (IST)
Director, iCOMMONS (CRC)
Trained and managed 9 Student Assistants (SAs) and 1 Student Intern to provide quality technical support for resolving hardware and software problems for iSchool faculty and administrative personnel.
Managed budget approximating $500,000 for the following:
iCommons SA personnel costs
iSchool technical hardware/software support
iSchool software licensing support
Responsible for following support functions:
Hardware/Software Purchases
Reviewed specifications of servers and computers for iSchool to remain current with changing technologies.
Negotiated the procurement of hardware and software needs resulting in significant cost efficiencies.
Utilized programmable spreadsheets and databases to track and analyze purchases and orders for financial cost projections.
Mapping of Data and Telephone Network Topologies
Design and documented network topology database of all data and telephone jacks, VoIP telephone, workstations, and servers for use by IRT and iSchool technicians.
Rush Building Security Officer
Worked with Department of Public Safety representatives to maintain Rush Building’s security.
iSchool Project Management
Assisted 3 full time staff members Technical Support Team in completing various technical projects supporting iSchool’s technical infrastructure.
Helpdesk Management
Managed and supervised iCommons SA staff to support iSchool full time technical staff in the support of end user Helpdesk problems and questions.
Provided leadership and training for all iCommons SA personnel as embodied in the iCommons Helpdesk Training manual which I designed and implemented.
Developed and implemented iSchool Helpdesk Support System database, first in Lotus Notes and then in a web based format using a Linux based program with required programmed functionalities.
Created a high degree of professionalism and follow-up ethic among all iCommons SA Helpdesk staff by emphasizing full documentation and archiving of unique and notable Helpdesk related problems.
Resolved tickets were randomly reviewed for each Helpdesk technician in order to maintain high levels of uniformity, professionalism for the benefit of the end user and our department’s own institutional knowledge.
Interfaced with iSchool management and end users to continually develop policies and procedures to enhance the college’s seamless computing environment.
Provided orientation training for new iSchool faculty and administration staff regarding Helpdesk objectives, policies, and procedures within the context of the college’s overall mission.
DELAWARE HEALTH & SOCIAL SERVICES 4/1996 – 4/1999
IRM HELPDESK Manager/Analyst
Logged and monitored end user calls into LOTUS NOTES database for problems with desktop and mainframe applications, network connectivity, and software/hardware issues.
Managed analysts to provide users with concise instructions to resolve similar problems in the future.
Provided end user training in various applications such as MS-Office Suites, LOTUS NOTES, WORDPERFECT, MS-PROJECT, PARADOX, DBASE, SQL WINDOWS client/server applications, and mainframe applications.
Researched topical manuals and internet web sites to resolve user problems.
Employed BANYAN VINES NOS utilities resolving network connectivity problems, maintaining user accounts, network drives, and setting directory/file access rights. Diagnosed and repaired computer hardware. Installed and configured workstations, hard drives, memory, modems, etc.
Created and maintained databases for special projects.
Supervised and established policies for staff of 8 persons.
Interfaced with other managers to develop policies and strategies to produce a seamless computing environment.
EDUCATION:
MASTERS IN BUSINESS ADMINISTRATION
Temple University (GPA 3.8)
Graduated Cum Laude with concentrations in Finance and Information Systems.
Beta Gamma Sigma Graduate Business Honors Fraternity.
MASTER OF ARTS
University of Notre Dame (GPA 3.5)
Full Tuition Scholarship.
Concentrations in History and Economics.
BACHELOR OF ARTS
La Salle College (GPA 3.6)
Graduated Cum Laude with concentration in History.
Phi Beta Kappa Undergraduate Honors Fraternity.
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