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Technician Desktop Support

Location:
Memphis, Tennessee, 38115, United States
Posted:
April 22, 2019

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Resume:

JERROD T. MACK

OVERVIEW

Highly enthusiastic IT Support and Help Desk Technician with 11+ years of expertise in a fast-paced work environments. Able to focus on quality, professional performance with ability to handle and execute multiple assignments. Trustworthy, ethical, result oriented and diligent.

TECHNICAL ENVIRONMENT

All versions of Windows, UNIX, MS Exchange Server, Service Administration, WAN/LAN Technology, TCP/IP, MS DOS, Account Lockout Status Tools, Active Directory, My Console, Carbon Copy Remote Desktop, IET Solutions-Work Center, Avaya Telephone Call Server/IP Agent, UNIX Client CMS/SMS SDS Support, supported Oracle Database and Multi-Media Applications, Microsoft Office, FrontPage, Visio, Adobe PhotoShop, MX Flash, MX Director, Dreamweaver

PROFESSIONAL EXPERIENCE

JM Computer & Multi-Media Services Freelance Project Operator

Memphis, TN FEB 2013-PRESENT

Determine type of network cable needed to complete network installation

Install cable pathway systems such a cable trays and racks busing drills and other equipment

Obtain all supplies, materials, and equipment needed for cable installation

Troubleshoot wiring problems as and when they arise to ensure consistent running of network

Coordinate audio-visual equipment; taking inventory, maintaining supplies and equipment

Setup and operate requested software such as PowerPoint presentation, DVD and projectors

Illustrate concepts by designing rough layout

FedEx Repair Technician II

Memphis, TN FEB 2013-NOV 2013

Provide on-site computer repair services; diagnose software issues, installed updates, new software, and removed malicious programs, checked systems software, and data integrity

Disassemble systems on-site to diagnose issues and make selected repairs

Accurately document all repairs, and repair techniques; updated repair ticket via FedEx ticket monitoring system. Consistently exceeded daily quota.

Troubleshoot, diagnose, and repair FedEx RF scanners.

Performed QA processes running rigorous tests; evaluating and correcting if testing failed

Mentored new employees, training on processes and procedures

Lead technician for windows 7, 8.1 migration

City of Memphis IT Help Desk Support Specialist

Memphis, TN JUL 2008-DEC 2012

Maintained and supported systems. Respond to user requests; and resolve trouble tickets

Ensured system security for desktop and cloud environments

Key technician for windows 7, 8.1 migration

Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Responded to queries either in person or on the phone quickly resolving complex issues including crashes, network slowdowns, connectivity problems, security breaches, virus infections and more

Setup secure Wi-Fi, LAN and VoIP networks at remote locations, leading client/server configuration and performance tuning of crucial infrastructure to ensure seamless business operations

Harrah’s Casino Tier 1 – Computer Operator

Memphis, TN JAN 2008-OCT 2008

Supported and maintained desktops and variety of applications, software, hardware and peripheral devices

Maintained adequate knowledge of current hardware and software in use to maximize efficiency of network and user utilization of systems and resources

Analyzed and resolved user technical problems in a timely and accurate manner; provide end user assistance and training where required

Responsible for AS400 Administration duties to include password reset print job queue management and end user support and training.

Jabil Global Team Leader

Memphis, TN FEB 2007-NOV 2008

Responsible for training employees to diagnose, LDS, and Dell equipment by the client

Managed daily operation of warehouse directing and responsible for 20-35 Dell monitor repair techs

Created reports and tracked productivity

Responsible for maintaining a daily production goal

Obtained company goal of moving 350+ units

Honeywell AL Team Leader / Aircraft Mechanic Technician

Memphis, TN JAN 2004-JAN 2005

Utilized mechanical, automotive and aircraft experience to repair aircraft braking systems

Disassembled and assembled aircraft landing systems for United, American & Delta Airlines

Disassembled and assembled aircraft brake systems passing each level of QA before being released

Performed other repair duties as assigned

Texaco Express Lube Remote Desktop Support / Assistant Manager

Memphis, TN JAN 2000-JAN 2004

Assisted in recruiting and hiring process; conducted new employee orientation

Assisted in scheduling and supervising employee via online trainer

Trained, coached and managed employees; assigning daily computer tasks

Flex (Contract) Repair Technician II

Memphis, TN FEB 2001-NOV 2002

Responsible for providing computer diagnostics, repair, installation and maintenance of computers

Responsible for laptop technician’s performance

EDUCATION

ITT Tech, Cordova, TN

Bachelor of Computer Science, 2011



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