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Desktop Support Management

Nashville, Tennessee, 37013, United States
February 15, 2018

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B. Carlile 615-***-****




IT Support Technician 2 10/2012 – 1/2018

Atos under contract with Schneider-Electric

**** ***** ******, ** ***** 914-***-****

Provided day to day break/fix support as well as handling IMAC requests while meeting SLA requirements for over 500 computers

Performed quarterly lease refresh tasks ensuring old equipment was returned to leasing company on time

Designed and built 3 video editing PC workstations for Schneider Training Group IS Application Support Technician 2 10/2005 – 10/2012 Pomeroy IT Solutions under contract with Schneider-Electric 295 Tech Park Dr. Lavergne, TN 37086

Designed and implemented new Windows 7 images for all PCs Provided custom images for remote Engineering Services group Assisted Site Manager with technology move and implementation for the new Franklin facility Desktop Support Technician 6/1995 –7/2005

McKesson Corporation under contract with Nashville General Hospital at Meharry 1818 Albion St, Nashville, TN 37208

Coordinated conversion of 200+ DG terminals and printers to PC workstations Manage PC build for Nashville General including purchasing, configuration, installation, and testing Built 300+ PCs for an approximate savings of $450 per PC Created and maintained up to date Windows XP images for all hospital computers SKILLS

Support and implement software installation for large and small projects and upgrades working with project management teams to determine hardware needs and assess critical timelines

Troubleshooting network TCP/IP DNS connectivity, AD administration, and remote access client usage in a Windows/Microsoft shop

Monitoring solutions, ticket volume, and turnaround time statistics to help improve efficiency

Understand and instruct technical staff on the basic components of the personal computer and how they operate and interact

B. Carlile 615-***-**** 2

Provide assistance to user-areas by responding to questions, researching and resolving data processing problems and recommending solutions to assure optimal operations.

Image creation and driver/update maintenance for Windows based computers.

Printer maintenance and troubleshooting, including cleaning rollers, replacing maintenance kits

Check and clean hardware, including workstations, printers, and peripherals, and perform other preventative maintenance as needed

Purchase and install software/hardware upgrades and fixes

Maintain up to date virus protections, driver/firmware updates & OS updates SOFTWARE & HARDWARE

Office 365 and previous

Share Point

Symantec Ghost

Illustrator, Indesign, Photoshop


Android and Iphone


Bomgar Logmein & other remote sw

Dell HP Lenovo Asus PC servers and


Cisco 2960x layer 2 switches on OM4

fiber 10 gig backbone

Cisco Aironet wireless Aps

SCCM management


ACS Security and Privacy Awareness Certification

Xerox Code of Business Conduct Certification

ACS ITO Service Level Management Process Review Certification

Change Management Using Service Center Work Instruction Review Certification

ACS ITO Configuration Management Process Certification

ACS ITO Service Continuity Management Process Review Certification

ACS ITO Change Management Procedure Certification

ACS ITO Release Management Process Review Certification

ACS Information Technology Security Policy Reporting Certification

HIPAA O&E Privacy Policies Annual Certification

ACS ITO Document Control Process Certification

MS Risk/ Audit and Compliance Governance Certification

Atos Security Organization and Policy Structure Certification

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