Desktop Support Help Desk
Resume:
DANIEL LOPEZ
Melbourne, FL 32935
OBJECTIVE
To obtain a PC support position that will utilize my extensive Desktop Support, Technical Support, and Help Desk skills and provide continued professional growth.
SUMMARY OF QUALIFICATIONS
Windows 3.1; Windows 95; Windows 98; Windows Me; Windows NT; Windows 2000; Windows XP; Windows Vista; Windows 7; Windows 8; Windows 8.1; Windows 10; Basic Linux. Trouble-shooting application and hardware problems, Cisco VPN; Microsoft CCM; Malware & security software; Onsite support; Phone support; Remote desktop support; Ticket-tracking software including Clarify, HEAT, and Remedy; Printer installations. A+ Certified
WORK EXPERIENCE
Modis 2017-2017
Deskside Support
Deployed computers; Phones; and other equipment. Performed break/fix operations; Provided remote and deskside support
City Of Melbourne, FL 2016-2017
PC Technician
Deployed computers and zero clients; Printers; Configured laptops and other equipment for police and other personnel. Maintained inventory of equipment deployed and disposed
Brevard County Supervisor Of Elections 2016-2016
PC Technician
Configured, tested, and deployed voting machines and printers. Onsite support during election voting.
Self-Employed as Independent Contractor 2009-Present
IT Technician
-Performed ad-hoc and project computer and network services; hardware installation; reimaging; hardware repair/replacement; etc.
-Performed Point-Of-Sale equipment repair, installation at retail establishments
-Contract work for specific projects as a 1099 Independent contractor
Insight Global 2012-2012
PC Technician
•PROJECT: Worked as a tech team upgrading multiple medical facilities to Windows 7, completed on time and under budget
Sullivan & Cogliano 2012-2012
PC Technician
-Part of a team that installed 290 HP Thin Clients at JP Morgan Chase’s call center in Melbourne, Florida.
Carnival Cruise Lines 1998-2009
Senior Desktop Support Analyst
- Provided break/fix floor support
- New deploys and redeploys of computers and hardware
- Handled problems that the Help Desk was not able to resolve over the phone
- Install applicable software programs
- Trouble-shoot installation problems until a resolution is achieved
- Create base and departmental PC images using Norton/Symantec Ghost (Ie. Like Acronis and Microsoft Deployment Services)
- Used Microsoft’s SCCM imaging software (Microsoft System Center Configuration Manager) to deploy images and software and for remote.
- Create RIPreped base and departmental PC images for deployment
- Schedule and maintain appointments with users to install PC(s) or correct PC problems
- Test and deploy On Technology’s CCM software packages to users by using CCM Command Center Console
- Test and document installation procedures
- Traveled to ships to facilitate the deployment of PC(s) and software
- Traveled to Colorado to facilitate the deployment of PC(s) and software
- Performed PC help desk functions by answering and resolving incoming user calls
from users requesting assistance with resolving their PC software and hardware issues
- Research problems to find solutions such as finding or formulating methods to get
older software programs to run on newer Windows operating systems
- Provide after-hours support to Help Desk personnel when a problem arises that
they cannot resolve
- Deployed Blackberry units, printers, scanners, and other hardware
- Used basic networking concepts to resolve problems
-Basic Linux command usage.
- Helped users with accounts via Active Directory
-Phone support
-Remote desktop tools
-Communication involved notifying and sharing fixes, status, work-arounds, resolutions, and tips and tricks for resolving issues, with appropriate personnel. This helped to avoid duplication of efforts/work in trouble-shooting and helped to ensure SLA(s) can be improved or adhered to, by saving time in trouble-shooting issues.
-Communication also involved organizing priorities and scheduling with end-users.
-Communicated also through ticket-tracking systems that allowed for documenting steps and status including Clarify, HEAT, and Remedy.
-Communicated also through voice calls, emails, and in-person at the user's desk.
-Handled HP Digital Sender Software Administrator for the company.
-Open and closed tickets
-Provided status updates to end-users.
-Monitored, responded, and scheduled tickets/cases in ticket queue/WIPbin
EDUCATION
Miami-Dade College
A.A. Degree in Business Administration - 1991
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