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Customer Service Help Desk

Location:
Seattle, Washington, United States
Salary:
25.00 hr
Posted:
February 01, 2018

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DAVID HUGHES

SUMMARY

CompTIA A+ and Network+ certified IT Professional.

Most recent experience at Lockheed Martin as a Desktop Engineer as well as a Desktop lead with responsibilities that included working with tickets, fixing printers, HP and Dell warranty repairs, licensing for software, migrating Windows 7 to Windows 10, fixing and repairing laptops and desktops. Performing onsite surveys to keep Call Center up to date on site growing needs.

Has experience working in a break/fix environment for point of sales equipment.

Has experience with security and removing viruses, as well as reimaging software after a virus.

Has a degree in Network Technician from Renton Technical College.

CERTIFICATIONS

B012 AAS - Computer Network Technology

A891 CERT - Computer Network Technology

CompTIA: A +, Net +

EXPERIENCE

Lockheed Martin

Desktop Engineer Tier 1

11/13 – 04/17

Desktop Lead with duties of desk+ side support, phone support, remote support.

Cataloging site software licenses to keep track of active and inactive but in use software titles.

Worked with procurement with software and other peripherals for IT needed consumables.

Onsite survey support to call center from multiple environment changes for Print Fleet.

Updating onsite needs to Call Center on IT Help Desk changes on local network splits with equipment.

Handling warranty repairs through HP, and Dell.

Implementing Win7 / Win 10 64bit OS images using there Microsoft Service Center.

Aiding with other teams on other projects for diagnoses on deployments, offering general help to coworkers when time permits.

Working with 2nd contract with MST print services.

Helping with batch file updates from old / outdated programs and general clean up.

Inventory and ordering stock through centralized system.

Help Desk phone support, through email, remoting in, writing scripts to handle routine jobs & installs

Desk side support for in house calls, Helping with McAfee team with security checks in HIPS

VTC setups and support, aiding with other areas of RMS groups as needed

Onsite Warranty repair for HP and DELL venders.

EPA Region 10

IT Support

02/11 - 05/12

Fielding desktops, laptops, desk side support, and remote support.

Handled warranty repairs through HP, and Dell.

Creating images for replication with Sysprep for XP 32bit, Win7 64bit OS as per there SOI security protocols.

Implemented Ghost Cast standalone server station, load out was 16 laptops and 12 desktops, and then using USMT 4.0 for user profile migration. Help desk phone support with email assistance, ticketing client was Cherwell.

Help Desk phone support, through email, remoting in, call volume approximately 80 calls per day

Desk side support for in house calls, printer repairs and decommissioning Xerox office printer drives per SOI security documentation.

Rewrote SOI for 8 stage for a complete manual of operation.

VTC setups and support, building rewiring with RJ-45 cat 6e for new connections and Wi-Fi AP

Worked in the crisis center for Region 10 EPA linked to Homeland Security.

Performed daily reports and ran security checks on equipment and maintained annual inspections to systems.

UW Medical

Tier 3 Onsite Technician

09/08 - 01/11

Servicing vender’s onsite customers on through Marathon Staffing.

All the parts to this job were from security checks to installs of various electronic devices to standalone systems.

Server setups, install stand along replacements, and desk side warranty replacements, unit Security checks per company procedures

Kiosk installs and updates, router installs, advised customers on securing equipment

Point of Sales break / fix, and upgrades, RJ-45 cat 6e installs to blade’s & patch panels

Census Bureau

Canvasser

03/09 - 07/09, 04/10 - 07/10, 09/10 - 11/10

Canvassing and Mapping, door to door interviews.

Call backs and site company information gathering with their site maps and delivering them to HQ

GPS plotting and site mapping, coverage was in King county and Pierce county

Door to door address updating, street map updating, and railroad changes

Post interviews with citizens for updating Census Bureau information for the 2010 report

Boeing

Refresh Team Member

08/09 - 01/10

Team member for refresh team servicing Boeing technical division for laptop upgrades.

Used Dell's migration tool to assist in moving profiles from the customer’s old computer to their new computer, then following the security protocols within the SOI updated dedicated software back to computer.

Serviced two sites in Renton, one site in Seattle

User profiles back up using remote server, and usb hard drives

University of Washington State

Tier 1 - 2 Help Desk

08/08 - 10/08

University of Washington State, Administration building Help Desk support team was vendor.

Call volume approximately 65 calls per day, took part in computer security for virus cleaning and reimaging / sanitizing from infected computers.

Help Desk using phone, email, and desk side support, terminal style ticketing system

Aided in image refreshing after Virus infection using Apricorn imaging software

Washington Mutual

Decommission Team member

07/08 - 08/08

Vender IBM needed servers for Washington Mutual Decommissioned.

decommissioned their servers.

Recycled computers, printers

Tear down servers, Server racking and Cisco routers

Performed drive wipes using IBM and military standards

Home Depot

Sales Associate

03/03 - 05/08

Sales, customer service, aided with design framing, and used forklift to load & unload trucks and performed securi-ty checks when running other powered reach equipment.

Also worked in, tree lot in gardening during holidays.

Answered incoming calls and providing customer service from answering questions and connecting to correct department.

Cashier, contractor cashier, and garden cashier,

Covered departments, Paint, Lumber / Building Materials, Hardware and Tools

SKILLS

Trained in Microsoft Windows server 2003, Active Directory, TCP / IP, DNS, WINS,IIS

Experience in PC Desktop OS, WIN 3.11, WIN 95, WIN 98, Millennium, XP, Vista, Win 7, Win 8, Win 10

Extensive experience in PC setup and installation, as well as various peripherals, Apple Computers, laptops, and printer installations, upgrades, as well as down grading and repair, setting up SOI security plans

Experience printer technician with laser, Inkjet, Dot-Matrix, Genicom line printers; Manufactures: HP, Dell, Gateway, Okidata, Lexmark, Epson, Kodak, Brother, 3D industrial printers, ECT

Experience with customer service, phone support, remote desktop support, on site, in house, repairs and installs, Tier I III Helpdesk, Tier 1 Desktop Engineer

Remote software used: Dameware, Bomgar, Team Viewer, as well as Microsoft remote connection terminal. Ticking software: Cherwell, Remedy

Volunteering time for tech support to the Gaming clan Drak3 / IDS in World of Tanks online mmo with Teamspeak, video editing, Youtube posting, and PC help desk. Example: Directed different video’s projects by me for the group.

EDUCATION

Renton Technical College, Renton WA

oMajor: Network Technician / Graduated with honor's

oCourses included Desktop Operating Systems, Business Communications, Windows Network Environments, Windows Network Infrastructure, Microsoft Exchange Server 2003, Wireless Networking Fundamental, fire wall security

Lab Experience

AD with multiple domain configuration, DNS, DHCP, IIS, Disaster Recovery, Routing and remote access, terminal services, security setups with firewalls

Configured Exchange server 2003 on multiple domains with fire walls

Configured network services and resources such as messaging, remote access, and client computer management and implementing SOI procedures for security and password protection

Configured SAMBA, Apache, and BIND used with Windows domains LAN/WAN design, designing and implementing TCP/IP suite services, Windows/Linux interoperability, Network Address Translation (NAT), Enterprise wide security, routing using Linux/Windows/Cisco routers, and analyzing business / technical needs for medium to large enterprise companies

PC Fixx, Everett WA

oOn the job apprenticeship

oTrained on printer maintenance, repair, upgrades, installations, and network installations, with dot-matrix, laser, inkjet, and Genicom



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