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Desktop Support Customer Service

Shermans Dale, Pennsylvania, 17090, United States
December 18, 2018

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Scott R Kapp

** ***** **** **. ***********, PA




Skilled Information Technology Professional with over 13 years of experience in helpdesk, desktop support, networking, and customer service.


Familiar with MS-DOS, Microsoft Windows 9x-Win10, and all Microsoft Office programs.

Excellent knowledge of Blackberries and other handheld devices.

Knowledge of PC setup and installation (moves, adds, changes), as well as various peripherals, data entry, and file updating.

Expert level knowledge of MS Outlook.

Expert level knowledge of Remedy application.

Knowledge of Active Directory from managing users.

Experienced in system-operations training, collections, and customer service.

A+, Inet +, Net +, Help Desk Professional Certified.

Knowledge of Unix/Linux systems

Knowledge of the setup and maintenance of wireless networks.


Pennsylvania Turnpike Commission Middletown, PA 2016- Present

IT Analyst

Worked on 3+ month contract filling in for manager on extended leave.

Part of Tier 2 helpdesk support team

Supported Service Now implementation

NGS Harrisburg, PA 2013-2015

Field Support Analyst

Part of Desktop Support Team supporting end users.

Support of all hardware and software needs.


Head coordinator of all ADDS/MOVES/TERMINATIONS.

Setup training rooms for training courses daily.

Assisted with complete company migration from WIN Vista to WIN 7.

Assisted with company audit.

HIPAA compliant as NGS end users handled medical claims.

Unilife Medical Solutions York, PA 2010-2013

Desktop Support Specialist

Worked as part of a 4 person IT team.

Supported all software and hardware needs.


Assisted with move to new building, including tear down and setup of all IT equipment.

Familiarized with HIPAA guidelines and compliance.

Maintained all IT equipment in clean rooms.

Palmer Enterprises Camp Hill, pa 2009-2010

Communication Specialist

Responsible for wiring/rewiring coax and other communication cables in commercial and residential projects.

Setup wireless access points for wireless networks.

Install, setup, and maintain wireless networks.

Teulu Networks Fairfield, pa 2008-2009

Cable Technician

Responsible for the wiring of coax cable in commercial and residential sites.

Travel to different job sites all over country

Penndot Harrisburg, Pa 2007-2008

Workstation Specialist

Support all hardware software for Penndot in Keystone building.

Work onsite supporting all developers of Penndot.

Support all Drivers License centers in the state of Pa.

Responsible for creating and updating images for Penndot.

Install new printer drivers.

Test all hardware.

Manage spare equipment.

Determination and correction of hardware failure.

Assist and troubleshoot all network connectivity issues.

Hershey Foods Hershey, Pa 2005-2007



Desktop Support Specialist

Work onsite supporting over 800 clients in lead role position, supporting hardware/software and wireless networks.

Delegated to travel and support aviation hardware/software at airport hangar.

Work on several different models of Blackberries, both hardware and software.

Received numerous rewards for outstanding performance.

Trained several new employees as Desktop Support Specialists.

Gained onsite customer service experience with clients.

Work with Remedy application on a daily basis.

Intellimark Mechanicsburg, Pa 2002-2005


Help Desk Professional

Worked on PA State Police Help Desk supporting several thousand users.

Supported all PC equipment in Stations and PC’s in police cruisers.

Worked with many different applications specific to the State Police.

Supported PATCH website. (Pennsylvania Access To Criminal History)

Obtained federal FBI & State level clearance for this specific client.

Learned and worked with Remedy application daily.


Computer Learning Network Mechanicsburg, Pa 2001-2002


Major: Webmaster

Graduated with Webmaster diploma

West Perry High School Elliotsburg, Pa

High School Diploma 1995-1999

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