CLAUDE T. HARRIS

Kissimmee, FL *****

772-***-****

ac67wj@r.postjobfree.com

TIER 2 DESKTOP SUPPORT SPECIALIST

Extremely proficient dedicated technical support professional with over ten (10) Years’ experience as a Desktop Support Specialist eager to grow in technical skillsets for the benefit of the entire team. Exceptional customer service and excellent communication skills, detail and result oriented, highly motivated self-starter. Able to work well diverse population.

CORE STRENGTHS

Experience with Dell and HP hardware

Sharp and able to work independently

Experience in IT customer service environment

Outstanding customer service skills

Excellent written and verbal communication skills

Effective teaming skills

Aptitude for learning new technologies

Expert level experience troubleshooting

Experience troubleshooting hardware and software problems

Proficiency with Windows OS, Microsoft Office Suites and Outlook

Knowledge of multiple IT disciplines

Exceptional interpersonal skills

Strong troubleshooting and critical thinking skills

Positive and professional demeanor

Strong documentation and phone skills

PROFESSIONAL EXPERIENCE

Freelance Computer Technician

Self-employed professional, Kissimmee, FL 01/2018 - Present

Maintain and repaired computer systems.

Setup home customers computer system and home wireless networks and security.

Perform Virus and malware cleanups and installed virus protection software.

Troubleshooting, problem-solving of customer peripheral equipment.

Research and give quotes on equipment repair and replacement parts or software.

Desktop Support / Service Desk Technician

Oneblood, Inc., Orlando, FL 06/2013 - 11/2017

Communicated with end users to effectively present information at all employee levels.

Hands on experience creating and imaging various vendors' computers system using various vendors' tools IE: Acronis, Symantec ghost following common industry practices.

Utilizes Active Directory, performs AD maintenance, adds and removes group memberships, create, terminate User accounts.

Perform troubleshooting of DNS, DHCP, IP addressing issues, very familiar with LAN switching, VLANS and routing logic and fundamentals.

Provided customer support for all hardware, software, and computer systems determines the appropriate repair or escalation path, perform hardware add, moves.

Communicates with outside vendors via email and telephone to resolve complex issues.

Troubleshoot and repair HP, Lexmark, Ricoh, and Zebra label printers also desktop scanners.

IP phones connectivity, projector setups of class and conference rooms

.

DESKTOP SUPPORT ENGINEER

NATIONS HEALTH, Sunrise, FL

Relocated to Orlando, FL

Performed as the single on-site Desktop support technician maintaining 350 users and 20 mid – senior level execs.

Provide first level contact and problem resolution via ticketing system, phone and email.

Utilizes Active Directory to manage user’s access control, unlock accounts, and add group memberships.

Diagnose and repair various user profile issues.

Utilizes Track-it ticketing system to prioritize work flow while following procedures and policies of handling support cases prior to escalating issue.

Maintain Avaya IP phones, electrical wiring closets,.

Racked servers, routers, switches, responsible for site asset management

SYSTEMS ADMINISTRATOR I

PROPERTY APPRAISERS OFFICE,

5 years' experience with Windows Server system administration

Responsible for 100 plus network users and administration within active directory group policy creation and support.

Responsible for creating certifying all desktop and laptop Ghost images for deployment.

Establishes and maintain asset management.

Over 5 years' hands on experience Windows 7, MS Office 2010, and Outlook.

Communicates with outside vendors via email and telephone to resolve issues.

DESKTOP SUPPORT TECHNICIAN,

TEK SYSTEMS (IT STAFFING SERVICE),

Managed PC deployment projects including pc setups, relocations,

Utilize active directory, trained new hires and employees as needed on various IT related topics.

Troubleshoots network connectivity issues to restore services.

DESKTOP SUPPORT TECHNICIAN

NATIONS HEALTH, Daily deployments and hardware.

Performs repairs and upgrades of hardware to include laptops and various mobile devices

Managed user’s access with active directory permissions and group policy’s.

EDUCATION

Indian River State College (Cisco Academy continuing studies)

MILITARY EXPERIENCE 10 years U.S. Army Service

U.S. Army Missile Center and School, Improved Hawk Missile Radar Repair Technician: Very detailed digital electronic troubleshooting skills acquired as well as various supervisory leadership roles.

CERTIFICATIONS

CompTIA: A

CompTIA: Security +

CompTIA: Network +

Helpdesk Institute: Desktop Support Technician

MCTS: Windows Server 2008 Network Infrastructure

Current: (CCNA Cyber Operations Certification) Cisco 2 exam cert.

Exam 210-255 = Passed, Exam 210-250 = will be taken soon.

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