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Desktop Support

Laveen, Arizona, 85339, United States
November 30, 2018

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**** * ***** *** ******, AZ *****

Telephone 602-***-**** • E-Mail


Senior Helpdesk Technician with over 13 years of experience in IT support. Experienced in Professional Office, Retail and Manufacturing environments.


3/18 – 9/18 Tech Mahindra Level II Helpdesk lead

Provide Level II support for complex application and Hardware issues

Assist Level 1 technicians with escalated issues

create and maintain KB with internal and external solutions

Manage ticket queue in Service now ticketing solution

Executive support and other ‘White Glove’ situational IT support

Hippa and other compliance related expertise specific to IT in the healthcare industry

10/10 – 7/16 MEDTRONIC, Help Desk Technician

Operating system imaging for a variety of workstation and mobile device hardware

Application deployment utilizing SCCM, Altiris and remote management tools

assisted in build out and expansion of remote facilities and satellite offices.

Major player in enterprise migration to Windows 7 and Office 2010

Print Server management and maintenance of all network print devices

Assisted with testing and deployment of Service Now ticketing system

Hardware trouble shooting working with Dell, HP and Lenovo systems

creating documentation for global knowledge base

User training and application verification

Hardware tracking and inventory systems, audit preparation

c-level support

mobile device management with Maas 900

remote management tools including, dame ware, SCCM and LogMeIn

Security patching using mange engine Patch manager

Bios and other H/w updates

6/10 – 10/10 Insight GLOBAL, XEROX XTM Data Collector (Contract)

Collected printer information, including usage and additional reporting metrics

uploaded data into XTM database for long term and trend analysis

Provide detailed reports for clients

2/10 – 4/10 Aerotek, Avnet Computer Technician (Contract)

Build & configure Avaya servers for a special project

Follow specific Build Instructions. Configured voice system Servers for various roles

10/09 – 11/09 All About People, University of Phoenix Call Center (Contract)

Provided Tech Support & Customer Service for students with Windows 2000, XP

Troubleshooting Internet Browser issues, Virus Removal, Password reset.

Maintained and coordinated tickets in the Heat ticketing system

Supported large student body in a fast paced environment

consistently exceeded SLA requirements for customer service and sla

Educational Highlights:

A+ Certification

ITIL V3 Foundations

Microsoft Certified Professional

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