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Desktop Support Technician

Winston-Salem, NC
October 28, 2018

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I am an information technology professional with thirteen years of experience with desktops, laptops, network printers, servers, POS equipment, telecommunications, and racks and stacks of switches and routers.

During my IT career I have worked at Wake Forest Baptist Hospital through Kailo providing desktop support services. I developed exceptional customer service skills as well as enhanced my technological knowledge with various systems. Prior to my time in the health care setting I serviced over twelve different accounts for CompuCom and during that time gained hands-on experience with troubleshooting; configuration; replacing recommended parts; adding expansions; installation of new sites for State Farm; cabling in network technology; racking and stacking Cisco routers and switches within a system, computer rack, or computer cabinet; decommissioning old equipment; POE switches; wireless AP and WAN/LAN; PC refreshing; data migration, restoration, and wiping; reimaging; malware scanning for virus removal; TCP/IP and VOIP; and systems administration.


Cellular Repair School – Phoenix, AZ Currently Held

Advanced Mobile Devices Training A+ Certification

Levels I, II, & III HP_APS_HP Commercial Desktops and Notebooks Certification

Lenovo Desktop and Notebooks Certification

ECPI College of Technology – Greensboro NC Lexmark Printers Certification

Diploma – Computer Network Technology Xerox Printers Certification

2003 – with Honors

Currently Pursuing




Kailo 2016–Present

Desktop Support Technician – Winston-Salem, NC

Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.

Coordinate with vendors to resolve problems.

Add and replace memory, new keyboards, motherboards, and other components.

Set up and troubleshoot domains, user accounts, and software accounts.

Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers and devices.

Complete maintenance and troubleshooting for network printers throughout the facility

CompuCom 2008–2015

Senior Field Service Technician – Dallas, TX

Home Depot, Lowes Food, Harris Teeter, Walmart, and Target – serviced point-of-sale and back office equipment; provided troubleshooting for and replaced registers, scanners, and other equipment. Also serviced computers and network printers, including software reloads for replacement registers and PCs, calibrating replacement scales, and servicing servers.

CVS, Home Depot, Harris Teeter, Lowe's Hardware Store, Walmart, and Target – installed rack-and-stack Cisco routers and switches (models 2800, 2911, and 3560). Also decommissioned old Cisco routers and switches.


CompuCom 2008–2015

Senior Field Service Technician – Dallas, TX

CitiFinancial (now One Main Financial) – provided troubleshooting; reimaged computers and laptops; repaired network printers, computers, laptops, and servicers; and configured replacement computers, laptops, and servers. Also installed rack-and-stack Cisco routers and switches and worked with the software team to configure the routers and switches for operations.

Walgreens – installed rack-and-stack Cisco routers and switches; installed five wireless access points in stores in North Carolina and Virginia to facilitate customer access to wireless network.

State Farm – installed new Lenovo computers for associates, a laptop for the agent, network printers, Cisco phones, and rack-and-stack Cisco routers and switches; configured computers, laptops, and printers; punched down T1 cables and ran them to the patch panel; replaced WAN interface cards; and worked with State Farm support to configure the routers and switches.

Allstate – provided troubleshooting for Dell computers and laptops; replaced disk drives, motherboards, and power supplies; configured Frontier router; and provided virus removal, data backup and restoration, and reimaging.

Flight Safety – provided troubleshooting for HP computers and laptops; installed additional software made necessary due to security concerns; installed hardware; set up new classrooms with HP computers, monitors, or dual monitors; configured wireless networking of three smart TVs and three client computers for visitors; set up usernames and passwords for business clients; and provided system administration work, including adding and removing PCs from domain.

US Bank – provided troubleshooting for HP computers, laptops, network printers, and servers; provided data backup, restoration, and reimaging.

Xerox – worked as third-party vendor; certified in 90% of Xerox printers; provided troubleshooting and repairs.

Cricket Wireless – provided troubleshooting for client computers, network printers, servers, Cisco routers and switches, wireless equipment, and POS equipment, including replacement and configuration of replacement equipment.

Spartan Computer Services 2005–2007

Tech 2/Installer/Loop Cutter – Greer, SC

Tech 2/Installer – installed new POS, printer, and cash drawers; set up restaurants for wireless Internet; ran printer and networking cables through office to be punched down for installation; replaced switches and routers in offices of new and existing Red Lobster sites. Also set up new POS, printers, and KDS; and ran cables for POS, printer, dash server, office printer, and wireless internet in a new Olive Garden location.

Loop Cutter – cut wiring loops into concrete outside drive-thrus for drive-thru timers; and installed wiring for drive-thru timers for Zaxby's.

Getronics 2004-2005

Installer/Field Service Technician – Greensboro, NC

Installer – installed new HP computers, laptops, and printers; provided upgrades for rack-and-stack Cisco routers and switches for all State Farm agents in North Carolina.

Field Service Technician – set up computers and laptops for all Wachovia banks; provided software and hardware upgrades for all computers and laptops; provided maintenance, including replacements, for printers, rack-and-stack routers and switches, and servers. Also remained up-to-date on Dell certifications for laptops and desktops on behalf of Wachovia during this time.

References available upon request

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