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Help Desk Software

Location:
United States
Salary:
18.00 per hour
Posted:
February 26, 2018

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TERRENCE E. CALHOUN SR.

**** ******* *** **********, **** 45215: Contact 513-***-****

ac4ma4@r.postjobfree.com

SUMMARY:

Self-motivated individual known to excel in high-pressure environments.

Works well as a team player in group settings and independently.

Well versed in the latest technology.

Experienced in Production, Quality Control, Research & Development and Instrumentations.

Electronic Technician

QA Inspector/Auditor

Inventory Asset high security control

Chemical Technician

IT Help Desk/Deskside support

ATS support

TECHNICAL SKILLS:

•DOS, MICROSOFT OFFICE FOR PC AND MAC, LINX BASE SOFTWARE, OPERATING SYSTEMS WIN3X-Win 8, MAC OS, INTERNET BROWERS SUPPORT ( IE, Firefox,Google Cr), EMAIL DEPLOYMENT HARDWARE, COMPUTER IMAGE AND SOFTWARE INSTALLTION, DATA TRANSFER AND MIGATIONS, BIOS REFORM, SQL DATA BASE,VPN AND REMOTE SOFTWARE,ITIL,SQL DATA BASE, IRSI, SCCM, ACTIVIE DIRECTORY REMEDEY, PUTTY, EDMP, SERVICE NOW.

EXPERIENCE:

10/15/2017-12/13/2017 Artech /IBM/ Anthem

Help Desk Analyst/ ATS II

Fast paced environment

Full Disk Encryption

Mobile Device support

O365

VPN

SCCM

VMWare/VDI

ServiceNow, Remedy

Basic Lan Networking

7/03/2017-10/08/2017 Belcan/Kemth

Service Desk Analyst II

Provided prompt response to escalated tickets and special projects

Provide advanced support to customers and Tier I technicians.

Quickly and efficiently identify the customer’s specific need.

Adhere to all security policies for collecting and sharing information.

Appropriately document all required information into the call tracking system and the knowledgebase Identify documentation deficiencies and create documentation as necessary.

Resolve the service request or incident as appropriate maintaining SLA’s.

Successfully resolve common and more complex hardware and software problems

(e.g. Microsoft Office 2003/2007, Windows XP, VPN, Active Directory, customer specific

software applications, telephony, Dell laptops and desktops, etc.) the majority of the time.

Maintain in house knowledgebase.

Make good faith attempt at resolving more complex issues.

1/05/20017-6/04-2017 iTech /TCS

IT Application Support Analyst II

Monitored Agent tickets for activities, followed- up on new accounts, and password reset

Creating acknowledging and creating tickets for client in the correct SLA requirement

Monitor server and router for up/down status for remote user and clients.

Followed up on tickets to make sure the correct service had been assigned.

Remotely connect to user/clients when configuration needed for software installation and updates.

Supported, Application software in Cambridge, Oracle McKesson,Cherwell. Sap CRM

Contacted agents by phone or Email using MS Outlook Lotus notes.

Set up printer and scanning functions by remote: IP address.

Kept account of all work on a excel spreadsheet system software.

7/24/2016 to 11/15/2016 Compucom /Fidelity Investments

IT Deskside support / Logistics specialist

Worked in logistic lab for window 7 and window 8 Refresh for deployment of Laptops, Desktop, Microsoft Surface Tablets.

Reimaging in rally point and basic ghost imaging

Installing software out of AI installer and SCCM

Retrieving internal and external call for Support password resets

Deployed internal and External Remote Users

Keeping records of deployments and installs on ticketing systems, Service Now, and HP Service Manager

Inventory of hardware scanned in a excel format

6/10/2016 Kforce/ Chuck Cheese IT support Reg terminals windows 7 refresh and software config

5/16 to 5/31/2016 Kelley servicers Help desk support network migration MS outlook upgrade network cable install

5/13/to5/15/2016 Smart Source/PNC Bank Refresh migration install new PC file transfers

3/7 to 3/11/2016 Judge group/AAMVA Set up video conference and projectors for Presentations, creator network between laptops and printer for registration

1/06/2016 KForce/ Compucom /Nelson group Image laptops for deployment office refresh

Desktop support

03/2015 to HCL AMERICA

11/2015 ATS/Field Support Analyst II

Provided support to internal and external users.

Setup video and audio conferences.

Setup training rooms for new employees to make sure network connections worked.

Monitored incidents and work orders to resolve issues in a timely manner.

Assessed incoming calls for support. Resolved or escalated the ticket to the next level of support.

Software installation.

Reconfigured PC setups.

Remote Access to troubleshoot Users software issues.

Using SQL to store information for Users for deployment and Termination of hardware and Locations

Reimage Desktops and Laptops for updates.

Troubleshot network problems via VPN, server and Internet.

Supported ticketing systems Remedy, Service now, and Tamit.

Ordered new parts for PC break fix.

Deployed iPads, iPhones, Laptops, and Desktops.

Deployed PC and Hardware for New Hires.

Set PC profiles and Email.

4/2014 to INSIGTH GOBLE /VANTIV

2/2015 IT-Help Desk Support II

Solved hardware and software problems (SCCM).

Image and Reimage CPU and BOIS.

Set up iPad iPhone, blackberry activation for new users.

Set up network server connections for remote users.

Data Transfers to new notebooks making sure agents received properly assigned computers.

PC and Notebook Migrations.

Installed and upgraded software.

Reset and activated password resets for employee accounts.

Resolved problems via remote connection for field agents and internal staff.

Handled calls from agents having issues with software or hardware.

Monitored users for VPN and SAP access ability.

Contacted agents by phone or email using MS Outlook or MS Lync.

Set up Network Printers and scanning functions by IP address.

Kept account of all work on a ticketing software system.

Set up PCs and hardware for deployment to new hires.

12/2013 to Smart Source PCM/WESTERN & SOUTHERN LIFE

2/2014 Help Desk Analyst

Problem solving hardware and software support

Image and Reimage CPU and BOIS.

Data Transfer from old to new notebook making sure Agents get proper assign computer.

PC and Notebook Migrations.

Install new and upgrade software.

Reset and activate password reset for employees Accounts.

Resolve problem via Remote connection for field Agent and Internal.

Receive call from agent that are having with issue with software or hardware.

Monitored users for VPN and SAP access ability.

Contact agent through by Phone or Email using MS outlook or MS Lync.

Setting up Network Printer and scanning functions by IP address.

Keep accounts of all work on a ticketing system software.

3/2012 to PINNACLE/ATOS IT SOLUTION

12/2013 Help Desk Support CSR

Monitored Agent tickets for activities, followed- up on new accounts.

Followed up on tickets to make sure the correct service had been assigned.

Remotely connect to agents when configuration needed to be updated.

Supported Blackberry, iPad, Tablet Application setup and support.

Contacted agents by phone or Email using MS Outlook Lotus notes.

Set up printer and scanning functions by IP address.

Kept account of all work on a ticketing system software.

Alliance, falcon, Putty Matrix base software.

1/2011 to NATIVE STAFFING /SIEMENS IT SOLUTION/ATOS

2/2012 Help Desk /Client Support

Handle account support for Morgan Stanley.

Account activation and verification.

Wrote tickets for activities and UPS shipments for new Key fab Id counters.

Client password reset and activations of new accounts.

SAP activation and deactivation keeping data for activation in Excel spreadsheet.

Alliance, falcon, Putty Matrix base software systems.

4/2010 to BELCAN/EMERSON ELECTRIC (FUSITE)

1/2011 QA Inspector /Floor Auditor

Performed tests on electronic components.

X-ray, Heat test, pressure test.

Assembled electronic components for manufacture specs.

Updated procedure and SOP Report in excel format.

9/2009 to STAFF MART/MIDWEST FILTRATION

3/2010 Quality Tech Inspector/Auditor

Worked with filtration media.

Tested visual and electronic dimensions.

Used Calipers, Mics, gages and Frazier for air permeability.

Recorded all data in an excel spread sheet.

Performed audits on processing production workers to verify conformance to quality assurance standards.

Ensured performance requirements, equipment operation standards, and processing specifications were met.

Verified worker logs, product processing forms, and specification sheets to ensure records adhered to quality assurance specifications. Observed workers using equipment to endure equipment was being operated and maintained according to quality assurance standard. Applied knowledge of equipment operation.

Documented audit information on quality assurance forms and entered information into computer.

Submitted audit report to management.

5/2008 to BELCAN/EMERSON ELECTRIC (FUSITE)

6/2009 QA Inspector

Worked with electronic components and parts.

Took dimension, visual and electronic test.

Dimension of Glass and heat treated spray coating.

Used Comparator, Calipers, Mics and plug gages Prefills meter.

Recorded data in excel database.

1996 to TELLIOTTCS COMPUTER WISE - Cincinnati, Ohio

2008 Computer Technician

Self employed

Assemble and configure new PC

Migrations and software upgrade

Install hardware and software

Printer Installation

Networking setup

Wireless network setup

Computer Support

Help Desk

Audio and Video installation

Cable installation

Telecommunication setup

Web Publishing

EDUCATION:

ITT Technical Institute - Norwood, Ohio

Networking and Communication Associate

University Of Cincinnati – Cincinnati, Ohio

Raymond Walters Campus

Computer Support Associate

Additional classes:

Chemistry and Laboratory I-II

Organic Chemistry I-II, III, Algebra I II III, Micro biology I II

TRAINING and Cerification:

Scarlet Oaks Career Development – Cincinnati, Ohio

Certificate of Completion

•Laboratory Assistant

•Electronics & Computer Technology

•A+ Certification

•Dell Certified

•HP Certified PC /Printer

•IBM Certified Lenovo

•GMP

•Hazardous material training Certification TMGI DOT Title 49 CFR.

IATI DGR11.5 IMDG

•ERT Training Team

•ISO 9000 – 9002

•ISO 9100

•Certified Fork Truck Driver

•Certificate Damming in philosophy

•SAP Training Certificate

•Dell Certified

•HP Certified PC /Printer



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