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Help Desk Support

Phoenix, Arizona, United States
August 29, 2018

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Gary Warren

Professional Experience

Advanced Reimbursement LLC/nThrive Phoenix, AZ

Support Technician Level II (7/2014 – 3/2018)

Processed new hires/terminations into Windows Active Directory. Requested and processed equipment returns from terminated colleagues.

Support, responded to, track, assign, troubleshoot, enter information into and close completed tickets in iSupport and Remedy Force ticketing systems.

Tracked and updated hardware into inventory system.

Ordered or purchased computer systems and liaise with purchase and supplies department.

Installed, updated and troubleshoot software and hardware issues as needed.

Installed and updated Windows Server 2008, 2012 updates.

Handled daily technical support activities on desktop support, data network and server management.

Prepared, configured and shipped desktop/laptop computers and peripherals and tested network connections for internal as well as remote users.

Installed and tested desktop software applications and internet browsers.

Tested computers to ensure proper functioning of computer systems.

Trained end users on usage of computer hardware and software.

Develop and manage effective professional working relationship.

Adhered to policies as per corporate manuals and directives.

Extended computer support for system software and hardware.

Interacted with staff on desktop problems and their resolution.

Maintained computer peripheral devices like printers and resolved associated problems.

Setup computers, installed, updated and troubleshoot desktop and shrink-wrapped applications (MS office, Adobe, Citrix, Java, etc. via

Troubleshooting skills on VPN connectivity, dial up, wireless routers. Knowledge on active directory, domain controllers etc. Exposure to password reset tools.

Troubleshooting skills with experience in handling Exchange (Outlook)/O365.

Regal Services Phoenix, AZ

Accountant and Systems Designer (12/1993 – 6/2014)

Accounting and bookkeeping for small businesses.

Responsible for monthly expenditures and payroll through the close of the general ledger.

Design, install and implement LAN Networks in a Windows NT environment.

Install, update and maintain Exchange, Fax, accounting software (Microsoft Great Plains & Timberline), security, SQL, VPN, OWA, IIS, DNS applications in a LAN environment.

Computer repair and hardware updates, including server capacity and network connectivity, support for Windows Server 2003, 2008, Windows Vista, NT, 95, 98, XP, 2000, 7.

Professional Overview

A senior accounting and information technology professional with international experience that thrives on conceptualizing, analyzing and executing accounting software installations.

Proven ability to support business operations through the strategic deployment of technology as well as streamlining operations that result in significant cost savings, increased operational efficiencies and improved quality.

Exceptional people and communication skills the ability to communicate candidly and remain composed under stressful conditions.


Microsoft Server 2008, 2012, Windows 7 and 10 operating systems and hardware installations, updates, security and trouble shooting

Timberline, QuickBooks, and Peachtree (Sage) accounting software installation, updates, security, problem solving, report design and modifications

Microsoft IIS, SQL and SQL Queries, Outlook Web Access, Exchange Server, Outlook, DNS and Microsoft Mail, Microsoft Remote Access and VPN, DHCP, and WINS, Microsoft Proxy server installation, updates, security and problem solving

Microsoft Office Suite 2013 and O365 software installation, updates and user operation interface problem solving

Backup capacity planning, software installation and configuration

Anti-virus software installation and updates

Printer server, network and planning design services

Inter-tel phone system software installation, configuration and updates

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