Customer Service Desktop Support
Resume:
Purnell Davis
*******.*****@**.***
IT Management
Senior System/Network Administrator Professional Customer Service Experienced IT Professional
Versatile, resourceful Senior Systems Administrator with 20+ years of progressive experience supporting diverse organizations; Extensive experience in the installation, configuration and management of complex Windows-based wireless/wired LAN/WANs; Broad background in security, system integration, training, project management, and technical, desktop support; Proficient at designing & administering networking solutions that substantially improve operating stability, efficiency and profitability; Tenacious in identifying and resolving problems. Peak performer under intense pressure and tight deadlines; Recognized for a high-energy work ethic, proactive customer service and a dedication to teamwork; Committed to helping organizations achieve maximum benefit from their IT infrastructure investment, through meticulous system administration, solid user training and on time/on budget project deliveries.
Technical Skills Summary
Platforms:Windows 7, Windows 8.1, Windows 10, IOS
Networking/Tools: TCP/IP, Wireless Networks, VPN, Ethernet, SMS, Citrix, Trend Micro Antivirus Suite, Hubs, Switches, DHCP, DNS, FTP, Network Management utilizing Solarwinds
Software: MS Office 2010, Visio 2010, MS Project, Outlook 2007
Technical Skills: LAN/WAN, server and desktop installations, Windows migrations, knowledge of HL7, Cloud Computing
Professional Experience
CORNERSTONE HOME LENDING Sep 2014-Present
Regional Support Specialist
Provide desktop technical support to Branches in Washington, Idaho, Oregon and Alaska; Identify, research and resolve hardware and software application errors, password resets, and resolve logon issues while maintaining a high level of customer satisfaction; Provide installations, hardware diagnosis, maintenance and/or support of PC’s, Mobile Devices, application software, printers, peripherals, as well as telephony systems and networks; Deploy new computer hardware and computer operating system upgrades; Physically install equipment, data backup and transfer, configurations, application installs/setups, profile transfers, and preparation of old equipment for disposal or redeployment; Provide data network support such as Racking, Cable Management and Switch Port Clean up; Support for TCP/IP, cabling, and VOIP Phones; Diagnose, test, and repair cable/wiring problems (wiring closet to desktop and backbone).
Key Accomplishments:
Developed and maintained applications, security, and network configurations.
Successfully performed Citrix upgrades/support for all regional offices
JIRA ticketing system
Remote Connectivity GOTO Assist
Mitel/Avaya Voip phone
ACENTIA LLC CORP, SEATTLE WA FEDERAL GOVERNMENT Jul 2011- Aug 2014
Contracted – IT Support Specialist
Supported the regional office of the U.S. Department of Labor with over 100 workstations located within the Federal Government office environment. Under limited supervision, provided support to end-users and maintained network systems; Supported cloud email client and SCCM client. This was a highly dynamic and interactive position that required communication with a wide variety of users across the organization. Exercised judgment within generally defined procedures and practices to determine appropriate actions.
Key Accomplishments:
Developed and maintained configurations for applications, security, and network.
Implemented/Installed new applications and methods when appropriate.
Remedy Ticketing system
Trained users in basic operating system fundamentals and network access; authored basic workstation documentation and documented reported network-related issues and resolutions for future reference.
Avaya VOIP phones
ANIMAL CRITCIAL CARE EMERGENCY SERVICE (ACCES) Nov 2010 – Jun 2011
IT Technician
Managed servers, including database, e-mail, print, document storage and backup servers and their associated operating systems and software; Configured networks to ensure their smooth and reliable operation for fulfilling business objectives and processes; Managed security solutions, including firewall, anti-virus, and intrusion detection systems; Managed all network hardware and equipment, including routers, switches, and hubs; Ensured network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances; Administered all equipment, hardware and software upgrades; Maintained network component inventory and related documentation and technical specifications information; Administered and maintained end user accounts, permissions, and access rights; Performed server and security audits; Performed system backups and recovery; Monitored and tested network performance and provided network performance statistics and reports; Recommended, scheduled and performed network improvements, upgrades, and repairs.
Key Accomplishments:
Reconfigured networks resulting in a dramatic increase in performance and security
Automated all user and network backups
VOLT - Contractor Aug 2010 – Nov 2010
Microsoft Tier 2 Support Engineer for Cloud Computing Redmond, WA
• Tier 2 contractor for Microsoft Cloud Computing supporting Europe and Asia
• Handled escalations of complex customer issues utilizing RightNow ticketing software; escalated bug issue configurations to developers and engineering
• Assisted customers with installations and support of cloud computing via email, web, and phone
• Remote desktop support for troubleshooting various windows systems.
• Successfully completed 5-week intense training course focusing on BPOS and CRM tools
SNOQUALMIE TRIBE OF INDIANS, Carnation, WA Apr 2003- Aug 2010
Program Director of Information Technology
Vital technical resource in the design, installation and operation of Windows LAN/WANs with complex server/workstation configurations; Responsible for installations and maintenance of servers and wireless networks utilizing Cisco routers; Supported workstations with updates, installations, problem resolution on hardware and software; Implemented and maintained the Electronic Health Records (EHR) systems including management of user accounts, VPN access administrator, and installation/configuration/build of Pharmacy, Lab, Scheduling (including Patient Information Management system), Immunization, Women’s Health, Diabetes Management, and Chronic Disease packages including integration with current Resource Patient Management System (RPMS); Provided site training to management and clinical personnel.
Key Accomplishments:
Redesigned wireless/wired network utilizing existing resources, dramatically increasing performance and security.
Standardized environment to one platform, Windows XP Pro & Office 2003.
Slashed cost of auto travel between offices (40% in mileage), by connecting offices via PPPoe (VPN) to share resources.
Improved productivity from 20% to 80%.
Developed and trained team of five.
PROFESSIONAL TRAINING
Windows 2000 Server/Workstation Support
MCSE Coursework
EDUCATION
City College of New York, New York, NY
Coursework applicable for Liberal Arts degree
Contact this candidate