Technical Support Help Desk

Mark L. McLaughlin

**** *** ***** *****, **********, MA, 02346

508-***-****

Employment History

Draper Labs - http://www.draper.com

*** ********** ******

Cambridge, MA 02139

T : 617-***-****

Service Desk Analyst (6 December, 2016 – 5 May, 2017) A five month contract through Robert Half Technology. The Service Desk Analyst is the first point of contact for end users, with regards to all technical issues and service requests. They provide troubleshooting and technical support via phone, web based tools and corporate e-mail. The Service Desk also provides voice based and remote technical support to end users for all desktop issues, responding to queries, run diagnostic programs, isolation of problems, determining and implementing solutions utilizing a ticketing system. Password resets using Active Directory. User account creation using MS Exchange Server for Outlook. Skype for business.

Bank of America

2 Morrissey Blvd, Dorchester, MA 02125 & 4109 Gandy Blvd, Tampa, FL 33611 Officer – Help Desk Coordinator Technical / Teller Support (29 April, 2008 – 24 March, 2016)

Provide technical support for BOA Financial Centers, documenting all calls utilizing the Remedy ticketing system. Troubleshoot technical issues and dispatch a technician if unable to resolve problem over the phone. Support Windows 7 & 10, MS Office Suite. Password resets using Active Directory. User account creation using MS Exchange Server for Outlook. Assist associates with regards to teller policy and procedures. Provide guidance for any questions related to processing teller transactions. Answer status inquiries for official items, cashier checks, money orders and savings bond redemption.

Bryantville Wine and Spirits

15 School Street, Pembroke, MA 02359

Assistant Manager / Retail Sales (25 June, 2007 – 29 November, 2009) Run the purchase of sales cash register, product inventory, sales floor restock, provide knowledge to customers with regards to retail products, assist with employee scheduling. Dunkin’ Brands, Inc.

130 Royall Street, Canton, MA 02021

Help Desk Technician (1 November, 2007 – 2 December, 2007) A one month contract through Robert Half Technology. Assist / prepare users for the roll out of the Project Symphony Track II software used for timesheet reporting, benefits open enrollment, and iProcurement E-Business Suite for ordering office supplies. Technical issues for computers and peripherals, Oracle database. Provide level 1 telephone support for the Windows 2000 and XP operating systems, utilizing the Remedy ticketing system. Clean Harbors

42 Longwater Drive, Norwell, MA 02061

Help Desk Technician (18 June, 2007 – 15 September, 2007) A three month contract through TEK Systems. Provide technical support for projects and end users across the United States. All calls (issues, incidents and service requests) documented utilizing the Magic ticketing system. Provide level 1 telephone support for the Windows 2000 and XP operating systems, MS Office Suite and computer hardware peripheral equipment. Troubleshoot technical problems and dispatch a field technician if deemed necessary to do so. Bain Capital

200 Clarendon Street, Boston, MA 02116

Help Desk Associate (2 April, 2007 – 15 June, 2007) A three month contract through TEK Systems. Serve as the first point of contact within the IT infrastructure environment for all technical support issues. Identify the root cause of, apply the corrective measures to, or escalate issues to the appropriate tier 2 support group. Manage, track and resolve all support requests utilizing the Altiris Console ticketing system. United States Air Force

(27 December, 1982 – 25 September, 1986)

E4 Senior Airman

A four year enlistment on active duty, upon completion receiving an Honorable discharge.