Desktop Support Help Desk

Kem Hill

*** **** *** *****: 404-***-****

Douglasville, GA 30134 *******@*****.***

SUMMARY OF QUALIFICATIONS/ACHIEVEMENTS

Experienced and knowledgeable information technology professional seeking to contribute training and acquired skills within a help desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customer and end-user help desk support. Easily identifies and resolves technical issues and concerns. Excellent communication and presentation capabilities.

EDUCATION, IT CERTIFICATIONS, AND TRAINING

CompTIA A+ Certification (A+)

Microsoft Certified System Administrator ( MCSA)

Network + (NET+)

Lenovo Certified Desktop Technician

Microsoft Certified Professional (MCP)

Certified Help Desk Professional - STI (CHDP)

PROFESSIONAL EXPERIENCE

Reece, LLC Marietta, GA

Desktop Support Specialist 10/14 – 12/17

Reimaged, refreshed, and migrated end users to Microsoft Windows 2007 and 2010.

Provide technical assistance and support for incoming calls, tickets, and issues related to software, hardware, laptop, desktop, workstations, printers, Citrix, VPN, and network connectivity.

User account creation for Active Directory, Exchange mailboxes, distribution lists.

Document and track work tickets on ITIL based ticketing system (Service Now).

Utilize remote desktop connectivity applications to assist end user in troubleshooting issues.

Installed software via Microsoft SCCM.

Troubleshoot and assist end users with mobile device setup, activations, and performance issues.

SunTrust Bank Atlanta, GA

Apex Systems

Customer Engineer 4/14 – 10/14

Resolved break/fix issues and repairs on HP laptops, desktops, Lenovo desktops, notebook, ThinkPad tablet, including Office 365 and Window 7 operating systems.

Repaired hardware equipment using diagnostics and break/fix skills as needed including: disk encryption and decryption, hard disk drives, cd/dvd drives, memory, system boards, LCD screens, microprocessors, keyboards, mice.

Reimaged, refreshed, and migrated end users to Microsoft Windows 2007 by using Microsoft SCCM and PXE via server. Monitored ticketing system and distributed tickets to other team members accordingly.

Kem Hill

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Insurance House Atlanta, GA

Matrix

Sr. Desktop/Deskside Support Technician 4/13 – 4/14

Provided Tier 3 desktop and deskside support to end users and the Executive Team.

Documented help desk tickets using BMC Track-It.

Ghost machines and rebuilt workstations. Added and removed workstations to and from domain(s).

Performed remote assistance and installation of software to international satellite office in India.

Answered incoming calls from end users with Windows, MS Office, software, hardware, and third-party application issues.

Created Windows accounts and Microsoft Exchange accounts.

Center For Disease Control (CDC) Atlanta, GA

Teksystems

Desktop Support Technician 4/12 – 12/12

Provided Tier 2 and Tier 3 desktop support to CDC employees and contractors in an enterprise environment.

Assist end user in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems. Log incoming tickets in HP Service Center (Peregrine). Resolved tickets in a timely manner.

Assisted end users with: log in issues, new account issues, smartcard, RSA security keyfob, VPN, Citrix, Microsoft Office 2010, Blackberry software support (BES/BAS).

Provided desktop and remote support to CDC end users by using SMS and SCCM remote tools.

Respond to customer requests for service and software/hardware needs in a friendly and professional manner.

Lockheed Martin Marietta, GA 11/09 – 7/11

DCT

Desktop/Deskside Support Analyst

Provided Tier 2 and 3 desktop and deskside support to LM Aero, EBS, and IS&T end users. Supported Enterprise and third party software.

Documented help desk tickets within Remedy.

Repaired hardware equipment using diagnostics and break/fix skills as needed including: disk encryption and decryption, hard disk drives, cd/dvd drives, memory, system boards, LCD screens, microprocessors, keyboards, mice, and WYSE terminals.

Reimaged desktop or laptop with corporate image and disk encryption and migrate user’s data to pc.

Pushed and install software via remote desktop and/or remote desktop and also by using SMS Device Management Tool and SMS Optional Software Tool.

Prepared and set up new and current employees with newly refreshed or reimaged pc and peripherals including printer, scanners, and fax machines.

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