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Desktop Service Support

Columbus, Ohio, United States
April 03, 2018

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SUMMARY: Professional Computer Engineer with over 15 years’ experience seeking to contribute training and acquired skills within a technical support and/or help desk role. Work well independently or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities.


2008 to Present Verizon Wireless Hilliard, Ohio

MTS-II-III End-User-Support

Updating Metro-E /DIA Circuit implementation in the Retail Stores

Call Center Thin Client Replacements- Repurpose T610/620 equipment to Z client

Support Sales and SMB Store reps on IPad Air 2 and Android/Apple devices.

Support Call Center supervisors Desktop, Laptops and Tablets

Deploy and upgrade Win7 to Win 10, Migration and deployment to Call Center/Retail Stores

Support 13 Retail Stores in Ohio, Ethernet topology and TCP/IP protocols, on-call 24/7 rotation

Install and setup New devices in the Retail stores including IPad Mini 4, RGW Retail Guess WiFi, Cisco Routers and Switches, Support VDI remote users solving issues on their systems

Configure Google Home systems, new Apple Inventory Scanners, Ricoh printer naming, Install and upgrade the New IOS in 5 location from 5MB to 10MB

Microsoft software product experience: Windows 10, NT, 2000, XP, Win7, Word, Excel, Access, Outlook and PowerPoint, Microsoft Exchange, Active Directory, SCCM, System Logs, Service Now

PC hardware product experience: IBM PC,HP, DELL, IBM ThinkPad, most desktop and laptop manufacturers, escalate to vendors for software and hardware related issues

Perform side by side trainings with users to educate them on the tools they use and understand the challenges they face. Communicate recurring issues, feedback and opportunities through appropriate Channel Partnership SME’s or Crowd around to be resolved and/or addressed

Resolve assigned Trouble Tickets within the established timeframes while providing quality customer service. Proactively communicate status reports and issues to leadership

2007 to 2008 Apex Systems Inc, Ohio

Verizon Wireless

EUS Support

Perform technical administration and analysis duties in support of various network and hardware/software operations management activities

Resolves complex assigned trouble tickets using Remedy within the established time frames while providing quality customer service, Supporting Tuttle Store, Tuttle Kiosk and Hilliard Business office

Help maintain retail location IT requirements and troubleshoot

issues and provide ongoing support including VPN and Microsoft Exchange

2000/2003 and Active Directory

Install and perform repairs to various systems onsite as well as offsite.

Complete assigned technical tasks on time including analysis, troubleshooting, implementation, testing, development, monitoring, maintenance, production support, documentation, etc

Responsible for configuring and supporting- Point of sales, Flashboxes, Bill payment kiosk, VZTV receipt printers, scanners, Self check-in, ThinClients, BBA laptops, Welcome and Queue system

2004 to 2006 Spherion Corp, Tarrytown, New York

Kraft Foods/KF International

On-Site Desktop Support Specialist

Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications

Set up equipment for employee use, perform or ensure proper installation of cable, operating systems, and appropriate software

Provide support to over 2000 users including Philip Morris corporate HQ Finance, Human Resource department, and members of the executive management team

Diagnose hardware and software problems and replace defective components

Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations

Assured network connectivity, rectified hardware/software/peripheral problems

Provide training for clients and support personnel, Create Images for Deployment

Operate master consoles in order to monitor the performance of computer systems and networks, and to coordinate computer network access and use

Responsible for maintaining standardization of hardware and software

1998 to 2004 Techniserv Data Systems, Inc, Rye Brook, New York Philip Morris International Kraft Foods

On-Site Desktop Support Specialist

Provide support to over 2000 users including Philip Morris corporate HQ Finance, Human Resource department, and members of executive management

Assured network connectivity, rectified hardware/software/peripheral problems

Responsible for sending and installation software using Microsoft Systems Management Server

Assist in creation of Ghost Images for various hardware platforms

1994 to 2004 Techniserv Data Systems, Inc, Teaneck, New Jersey Computer Engineer

IT support of 700+ users multiple NT 4.0 domain LAN/WAN environment at Kraft Foods

Involving second and third level software and hardware support, performing hardware upgrades and repairs, software application rollouts, configuration and set-up of desktops and laptops, set-up of new users on LAN, activation LAN jacks, resetting hubs, internet support, LAN printers set-up and maintenance

Duties also entailed extensive troubleshooting and repairs on various models of desktops, laptops, and printers

1992 to 1993 Techniserv Data Systems, Teaneck, New Jersey

Service Manager

Interview new hire candidates

Schedule staff for in-house and field service calls, Schedule drivers for product delivery

Review service contracts, stage configuration of product, ensured staff had access to proper training and certification materials, resolved billing disputes, reviewed monthly productivity reports, audit and approval of expense reports submitted by technicians, built customers relations, invoiced all service calls, and maintained service part inventory


University of the West Indies, St. Augustine, Trinidad

Bachelor’s Degree in Computer Science

Computer Learning Center, Paramus New Jersey

Certified in Computer Electronic Repair Technology, Compaq Computers, Novell 286 & 386

Peer Tutor in Basic Electricity & Digital Theory – Honors Graduate


A+ Certified Technician - Compaq Certified - HP Certified - Dell Certified


Available upon request

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