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Customer Service Desktop Support

Cary, North Carolina, United States
January 15, 2019

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Mondell Sims

***-***- ****


Solutions-oriented Microsoft Certified Systems Administrator (MCSA) professional with 12+ years as systems technician with success implementing and supporting desktop operations in Windows XP/2000/2003/2007/2010/ Vista/ Win 7, Win 10 environment.

Experienced in troubleshooting and maintaining PC and desktop applications with excellent working knowledge of operating systems for trouble shooting Active Directory and in MS Office and Office 365, XP/2000/2003/2007/2010/2013 Win 7, Win 8, Win 10 environment and networking and maintenance ability with Dell and HP printers.

Knowledgeable in VPN, Remote Access and experience in Network protocol, DNS, DHCP, IP Protocol, VMWare and Virtual machines.

Proficient at resolving technical issues in multi-tasking environment coupled with the ability to function as a team player and alternatively work independently to achieve objectives.

Skilled at configuring, installing, backup procedures and maintaining hardware and software in a computer controlled environment.

Working knowledge with networking service and Active Directory.

Experience in Mobility Device Engineer, during my time at Rockwell Automation, I supported Apple Product, iPhone and iPad, support vendors AT&T, Verizon, and Sprint. Acted as team lead and supported my teams in Cary, Canada, South America and India. I was responsible for mentoring and training all my teams and create document for the team and responsible for data reports.

Experience with O365 Mobile integration include Multifactor and certificate-based authentication within a Wi/fi, router and switches environment.

At the US Postal Service, I serviced both Android and Apple products. I did scripting with SQL to run morning reports and create documents.


Certifications: MCSA - Windows 2000, 2005, A+ CompTIA, 2001, N+ CompTIA, 2002, MCP Window

Networking: LANs/WAN, Wireless Network, TCP/IP, Patch Cords, DNS, DHCP, and VPN.

Applications: Windows 2000/XP, Microsoft Office Suite 365, Microsoft Outlook, Microsoft Access and Microsoft Excel, HP Printers, IBM, Dell, Cisco routers, hubs, Cisco switches.


Winston-Salem State University, Winston-Salem, NC Bachelor of Science, Management Information Systems, 2006 (Total: 127hrs completed)

Forsyth Technical Community College, Winston-Salem, NC

Associate Applied Science, Computer Engineering Technology, 2002

Diploma, Network Administration and Support – Cisco Technology, 2002

USMC Honorably Discharge, Disabled Veteran,

Public Trust Clearance


Central Carolina Hospital Oct 2018 – Jan 2019 (Contract)

Windows 2010 Upgrade from Windows 2007 Deployment for laptops and Desktop

Installed, upgraded, configured and deployed of Window 10

Ghost and reimage 1000 desktop and Dell and HP laptop.

Setup multifunction devices, scanner and fax machines for EPIC used.

Reinstalled all proprietary applications for Physicians and Clients throughout the Hospital.

Provided customer service for entire client staff.

Trained Staff on Windows 10 Upgrade and deployment procedure.

Re Map all Network Printer and share drive access

Backup and restore customer data, documents, favorite and mailbox..

Biogen, Research Triangle Park, NC. April 2018 – June 2018 (Contract)

Windows 2010 Upgrade from Windows 2007 deployment for laptops

Installed, upgraded, configured and deployed Window 7 - Provided customer service for entire client staff.

Backed up and restored customer data, setting, favorite, mailboxes

Ghost and reimage Dell and Lenovo laptops

United Stated Postal Service, Raleigh, NC March 2017 – Sept 2017

Mobile Device Engineer, Public Trust Clearance

Utilizing MobileIron to support and manage mobile computing devices and users. Run activity and performance reports on devices within the MobileIron MDM with the ability to install, config, deployment and test iOS and Android device.

Supporting the deployment of mobile computing tablets and smartphones, device enrollments, troubleshooting implementation and connectivity issues, providing ongoing operational support of devices and apps within a Wi/Fi, Cisco router and Cisco switches environment

Document work performed (and steps to resolve issues) within ticketing system HEAT and ServiceNow tracking tool for audit or knowledge-based purposes

Utilizing the MS Suite of products to include MS WORD, EXCEL, Outlook, in support of report generation, developing planning documents, and customer instructions relative to deployment and ongoing support.

Generating scripts and developing macros to resolve queries and to automate processes. Utilizing XML, SQL, or similar language.

Utilizing complex EXCEL macros and functions.

Troubleshooting VPN, Wi-Fi and 3G communications problems as they occur during the deployment and ongoing operations of Postal mobile computing devices within the network.

Conduct online training sessions with USPS users to instruct them on activating and enrolling their individual mobile computing devices into a USPS MDM (Mobile Device Management) system.

Analyzes and develops resolutions for problems involving availability and/or performance at the system level. Works with Postal staff to resolve problems and coordinate the implementation of solutions.

Knowledge of current computer and communications technologies and disciplines, including PC operating systems and hardware platforms, local area networks, wide area networks, messaging, mobile devices (iPhones, Samsung, iPads)

Customer service skills and the ability to successfully and consistently satisfy client problems and needs when working in a Service Center environment with O365 Mobile integration include Multifactor and certificate-based authentication to make sure user were able to connect to there devices.

Provides customer support and consultation for supported iOS and Android mobile computing devices.

Analyzes ServiceNow ticket trends and develops pro-active solutions for end user problems involving mobile computing devices.

Primary duties and responsibilities included resolving customer related technical software and hardware problems in an Active Directory and responsible for installing iOS and Android devices and setting up group policies setup in an AD environment.

Rockwell Automation (HCL), Carry, NC Mar 2015 – Feb 2017

Mobile Device Management

2 years of experience in a Mobile Device Management position with 9300 customers within a Wi/Fi large enterprise environment with the ability to install apps, config, deployment and test iOS and Android device.

3 years of experience supporting iOS and Apple iPad and Android mobile computing device with the intend of support users and apply app and monitor their device.

6 years of experience with Service Now, Remedy and HEAT. Force device check in, Device wipe.

Experience in training and mentor internal and external employee in MDM.

Experience monitoring Vendor reports and Inventory of mobile device for issues and overage usage.

Experience having Bi-Weekly meeting with Rep from Vendor such as AT&T, Sprint, Verizon and Bell and Roger of Canada.

Experience with SapAfaria with the ability to wipe, delete and monitoring inventory in Afaria

Experience with all the Vendor, having full Admin right to perform every duty in a vendor portal. The ability to setup all International travel plan for the customer when the customer leaves the country.

Experience with the ability to sign into the Vendor portal and purchased mobile device for the customer and setup their device once they receive it.

Experience analyzing, collecting, reporting data meter of mobile device.

Experience with remote service to all customer related to MDM. 24/7 duty on call

Knowledge of Office365, One Note, One Drive, Share Drive, Skype, Android, IOS, Outlook 2007, 2010, SAP, Afaria, and Service Now.

Independently determine to approach all solution with the attitude in solving problems independently.

Purdue Pharma (HCL) June 2014 – March 2015

Desktop Support Tech

Provide high quality, desktop, laptop and office support to internal user in a Win 7 environment.

Work with Human Resources to on board new employee and order software and hardware for employee and assists in the training and orientation of new staff.

Working knowledge in of Remedy and HEAT ticket systems, responsible for tacking of all the assets supported by the Desktop Support.

Document work performed (and steps to resolve issues) within ticketing system HEAT and ServiceNow tracking tool for audit or knowledge-based purposes

Performs laptops and desktops system deployment including software and hardware configuration on Dell and Lenovo laptops and desktops.

Working knowledge with networking service, DNS, DHCP, Active Directory.

Providing Video/Audio Conference Support for presentations.

Providing support in desktop support, including Win 7, Office 365/Office 2010, and iPhone.

Work with the internal staff concerning all problem relating to print server, desktops applications, networking connect and installed, configured and deployed of Window 7.

Break and fix laptops and desktops with vendors to facilitate repairs of Lenovo laptops, desktops and printers.

Morehead Hospital – Eden, NC Jan 2014 – May 2014

Windows 7 Migration - Desktop Support Technician

Deployed new HP desktops and Lenovo laptops for 500 employees

Backup and setup of new profiles

Planned and delivered technical support services, including ghost imaging, troubleshooting, installment, and responding to customer requirements.

Modified User Accounts in Active Directory object in Windows 2007 environment.

Alamance Regional Medical Center Burlington, NC Aug 2013 – Jan 2014

Windows 7 Deployment Migration Desktop Support Technician

Installed, upgraded, configured and deployed of Window 7

Break / Fix all application including all department, concerning all software applications so that the customer is able to perform at the same level as before

Provided customer service for entire client staff.

Performed technical troubleshooting and pc troubleshooting to all clients and management staff

Trained Staff on Windows 7 Upgrade and deployment procedure

Re Map all Network Printer and share drive access

Backup and restore customer data, setting, favorite, mailbox, calendars & signatures.

Ghost and reimage all PC desktop and Dell and Lenovo laptop.

Reinstalled all proprietary applications for Physicians and Clients throughout the Hospital.

Freelance Consulting Jan 2012 – Aug 2013

I have work with 5 EPIC, Go Live Project as a Desktop Support Technical in Winston Salem,

Charlotte, and Kernersville NC and I am study Epic Ambulatory Clinic to be certified in EPIC.

Upgrading, building and maintaining PCs based on client’s personal preference, specific needs and overall computer aspects

Installing, upgrading and repairing corrupt operating systems. For example: Windows XP, Windows Vista, Windows 7

Replace or repair damaged hardware parts, such as Motherboards, CPUs, Memory, Hard Drives, and related hardware

Accessing client personal data from corrupted Operating System and performing necessary backups into an external hard drive; repairing or re-installing Operating System without loss of their personal files; assist with economical methods to secure and separate important files with back-up features and methods, such as RAID hard drive technology

Troubleshooting system drivers, errors, firmware, and connectivity-related issues of peripherals for example, keyboard, mouse, webcams, various USB devices and E-SATA external hard drives.

Also installing, configuring, and troubleshooting laser printers

Setting up Local Area Networks (LAN) with routers, access points, and hubs, while crimping CAT5e cables; securing wireless network with WPA2, Static Address, and securing router firmware with credentials and configuring router within the client’s needs

Provide assists to customers with computer issues over the phone or in person as needed, installing antivirus software, creating office documents and assessing other technical problems.

VA Carl Vinson Medical Center Dublin, GA Fed 2011 – Aug 2011

IT Specialist

Worked in a VA Hospital’s environment, responsible for mobile cart, refreshing Dell laptop, thin client and Dell desktop

Help Desk phone support, Desk Side technical support and bench diagnosis and repair

Advanced level knowledge and exp using Help Desk tracking tools such as BMC Remedy.

Assisted end user on 10-20 calls daily

Network and cable support, able to setup installation of network and printers and PC systems, relating to IP address and sticky Mac

The planning and delivery of technical support service, including troubleshooting, installation, ghost imaging, desktop deployment, system knowledge assistance and response to customer requirements.

Primary duties and responsibilities included resolving customer related technical software and hardware problems in an Active Directory and Window XP and Win 7 environment and responsible for resetting password and setting up group policies setup in an AD environment

Knowledge in the installation and repair of HP printer, Xerox and Lexmark printer, scanner, labor printer and Blackberry

Knowledge of current network hardware, protocols, and Internet standards, including DHCP and DNS Domain

Knowledge in Microsoft SCCM related to remote upgrade.

Anthem/Blue Cross Blue Shield Richmond, VA Jun 2010 - Feb 2011

Dell Deployment Technician

Deployed new Dell desktops and Dell laptops for 500 employees

Backup and setup of new profiles

Resetting & configuring Blackberry with the 2007 Outlook

Performed re-imaging/ghosting

Installed new applications

Set up new printers on the network

Administration rights to reset passwords

Xerox (at Northrop Grumman) - Newport News, VA Mar 2010 - Jun 2010

IT Technician

Set up printers, faxes, and copy machines

Tagged old HP equipment and collected data to enter into database

Forsyth Tech Community College Winston-Salem NC Jan 2009 - Jul 2009

PC Information System Technician

Trained faculty members when new software is rolled out

Experience using Help Desk tracking tool as BMC Remedy.

VPN into faculty member’s computer to troubleshoot Dell computer problems

FTCC has 6 different sites and we used Real VPN to connect to faculties to solve their problems

Modified user accounts to add or deleting active directory object in Windows 2007 environment

Build, repair, backup faculty’s profile and troubleshoot Dell desktop and Dell laptop in a Windows 2007 environment

Installed Network printer and install network connection, able to trace patch cords and switch them out within a rack.

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