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Desktop Support Help Desk

Cleveland, OH
December 27, 2018

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Larry Bernard Hawkins

**** ******** ***, *****, *********, Ohio

404-***-**** or 704-***-****


Presently living in Cleveland, Ohio and would only be able to perform Skye Interview

Driven technology support person with 15+ years’ experience supporting computer users in education, business and industrial environments. In-depth experience with building desktop and server systems where Windows 7, 10, Linux and server 2016 were installed. Excellent at customer service and the ability to write. System Administrator at the National Aeronautics and Space Administration (NASA) Glenn Research Center Space propulsion technology Division. Performed corporate level help desk support at the Sherwin Williams and Industrial computer support at Allen Bradley Company.

Currently studying calculus, Python Tensorflow to develop neural networks used in AI, Artificial Intelligence. Working to earn Linux Systems Administrator Certification.


Desktop Support: Providing the ability to perform deskside support using problem support troubleshooting management. Utilizing skills to solve customer requests to resolve computer hardware and software issues.

Help Desk Support: Performing remote support and solutions to user problems. Involving Hardware, and software technical issues. Keeping abreast of Computer Equipment Technology and supporting systems on networks.

Like to work with people and can ensure that the customer is satisfied.

Very good at customer satisfaction and customer relations.

Make sure customers to check works and happy before leaving. Also, check back to see if there are any problems and are, they are still happy with the work performed.

Understand SLA and how they work and is a Strong Team Player.

Have configured computer systems and Network printers’ issues, VPN, wireless, DHCP, DNS, and command line tools.

Understands Active Directory user and email management: reset password, unlock account, creating mailboxes and user accounts, group policy, security and distribution groups, and spam troubleshooting.

Ability to troubleshoot and configure basic computer issues, device encryption, Internet browser.

Understands smartphones and hotspot support.

Understands virtual environment concepts.

Supported Windows 7 and 10, the Office suite, and O365

Tracking tasks, activities, and time spent within the ticketing system


Remote Helpdesk, The Kidadah Project Inc.

Hampton, Ga - 8/2011 - Present


Remote phone support of users by remoting into their computers and talking them thru software and hardware problems.


Support users by talking through computer problems by phone in Atlanta Georgia from Cleveland, Ohio.

Remote Installation, configuration, and maintenance functionality of company desktop systems, together with peripheral appendages and software.

Provided computer system support for users over the phone.

Run regular checks, tests, and tracking procedures to prevent or identify problems.

Instructed users on extending life of computer system through proper use.

Technical Support Specialist II - Caterpillar Inc.

Hampton, Ga - 4/2017 - 6/2017


I was able to relate to the factory workers because of my diverse work background. This allowed me to assist others in responding to their concerns in getting their work tasks done. I was able to talk to the people speaking about their problems in non-technical terms and then create a technical solution. People liked my enthusiasm because I like to help resolve any conflicts if I have the power and be a team player.


Ticketing Systems: Remedy ticketing system.

Setup user accounts and made computers were in the correct OU's.

Imaged / re-imaged Dell E6430 laptop and Dell 7010 computers.

Supported business Dell E6430 laptop from the server or desktop.

Supported Dell 7010 Computers used on the assembly line in the factory.

Worked with Windows Server 2012 R2.

Help Desk Analyst, Duke Energy

Charlotte, NC - 8/2009-8/2011


Performed 24 / 7 HELP DESK SUPPORT. Ticketing Systems: Bomgar. Created a ticket for each call. Worked in desktop support taking calls made by company workers having problems. Responsible for resolving computer problems and being a team player with other people on my team. Assisting users over the phone talking them through their problem by being understanding how they felt during the call.


Larry has 15 Plus years supporting

Performed 24 / 7 HELP DESK SUPPORT

Ticketing Systems: Bomgar Created a ticket for each call.

Call Support Level: Supported customer's calls per day (40 - 60).

Call Resolution Rate: First call resolution rate over 60%.

Windows Software Support: Windows XP, Office and email.

Operating Systems Support: Windows XP, Vista, 7 W2k, and W2k3.

Network Trapshooting: Using TCP/IP,

Web Browser Support: Explorer 8 and Firefox.

Help Desk Department: Utilized call center knowledge database to research solution to user's problems.

Help Desk Center Knowledge Database: Submitted supported solutions to the solution database.

Communication Support: Desk Phones, Blackberries, and Bomgar remote software.

Security Devices Support: Managed RSA Administration SecurID token software for user accounts.

Global Help Desk Analyst, Pomeroy IT Solutions

Hebron, Kentucky - 9/2007- 8/2009


Worked Global Help Desk Performed 24 / 7. Supporting 23 different companies at the same time. Worked in a desktop support taking calls made by company workers having problems. Responsible for resolving computer problems and being a team player with other people on my team.


Security Devices Support: Managed RSA Administration SecurID token software.

Worked Global Help Desk Performed 24 / 7 support for 23 different companies at the same time.

Experienced with Citrix and virtual desktop support

Call Support Level: Supported customer's calls of 400 plus per week.

Call Resolution Rate: First call resolution rate of 70%.

Software Support: VPN Software and Citrix.

Network Communications: Managed using TCP/IP.

Support Methodologies: Phone, email and remote software.

Remote Support: Connected user workstation to network and supported network applications.

Remote Support Software: Bomgar, and Gotoassist.

Security Software: Malware /Virus outbreak prevention.

Phone System Support: Blackberry and Blackberry Exchange Server – BES.

Microsoft Office: Trained users by phone in the areas of Microsoft Office applications.

Ticking systems: CA, HEAT, and Remedy.


Bachelor of Arts Information Systems Management Degree – Capital University

Associate of Arts in Business Computing - Degree – Cuyahoga Community College

Technical Writhing Courses- NASAs Glenn Research Center

Business Analyst Certification -

A+ Certification - CompTIA

PHP and MySQL Certificate – University of Cincinnati – Cincinnati, Ohio

Cisco Router Certificates – Unified Technology Center

Internetworking Introduction

Internetworking Advanced

Oracle Database Certificates – Unified Technology Center

Introduction to Oracle: SQL & PL/SQL

Database Administration

Backup & Recovery

Network Administration

Project Management Certificate –– ACI Technology Training Services, Cleveland, OH

Small Business Administration Certificate – Myers University

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