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Desktop Support Customer Service

Location:
Lexington, South Carolina, United States
Posted:
February 05, 2019

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Resume:

Ludlow Hamilton

** ********** ** *********, ** **072

Home: 267-***-**** l Cell: 267-***-**** l ac8d64@r.postjobfree.com

Entry-Level Opportunity in…

SUMMARY OF QUALIFICATIONS

Achieved 3.47 GPA, 4 years on Dean's List Previous experience programming within the fields of finance and psychology knowledge of various languages and programs used in research and experiment implementation as well as in statistical analysis

Education

University of Phoenix - Phoenix- AZ Graduation: 2017

Bachelor of Science in Computer Science (BSIT/SE), Information Technology with a Concentration in Software Engineering, Minimum of 6 years of relevant IT support experience, preferably as a systems administrator and/or desktop support technician

Programming Languages: Java, C, Python, Prolog, HTML/CSS, XML, BASIC, Software Applications: Eclipse, IBM Rational Entry-Level Data Analyst Application Developer, SQL Developer, SAS, SPSS, NSBASIC/Palm, NSConduitBuilder, SWI-Prolog, Microsoft Word, Excel, PowerPoint, Access Operating Systems: Windows XP/Vista, Maces, Linux ASP.NET (Ubuntu desktop/server)

PROFESSIONAL SUMMARY

Over 9 years of experience in configuration, MS Exchange server, Lync Active Directory and Networking Expert in Microsoft Exchange technologies Exchange 2003,2007,2010,2013 as well as Office 365 and Microsoft Lync 2010 and 2013. Developed proof of concepts and created technical architecture components. Analyzed and resolved technical issues relating to system architecture created and maintained work products for application and data domains, conducted gap analysis and generated business proposals. Provided technical guidance during client workshops and regional events automated and executed Office 365 procedures utilizing Windows PowerShell Resolved tenancy technical issues and monitored Office 365 systems. Administered and supported Office 365 and MS Exchange policies. Provide desktop and laptop support for system refresh project, supported users on setting up multiple network printers, managed hardware and software failure due to viruses, network cabling and termination and Punch down keystone jacks and patch boards

Profiled and interviewed engineering and scientific workstation users and provided solutions for applications and auxiliary equipment needs for supplied standards. Certified and developed documentation for applications as needed to load client's workstation. Knowledge of Active Directory administration to manage user accounts, computers, groups, objects, and containers knowledge of multiple desktop Operating Systems including Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10, and MacOS

With, over 4 years’ experience in Cherwell ticketing system provided customer support direct contact to executive with white Glove customer support, I also created needed for incident tickets and closing ticket P1 P2.

Highlights Windows Server

Perform proactive analysis of infrastructure capacity and performance

Performs regular system maintenance, backups, hardware and software upgrades, physical to virtual migrations and performance tuning

Work with global colleagues to provide globally consistent processes and procedures

Performs research and analysis for platform determination for project related implementation life cycle replacements

Direct liaison with business users and application development and support groups locally and regionally

Manage setup and provisioning of storage resources

Performs other related duties as assigned

Work Experience

Insight Global/ Regional Care Center Columbia, SC: Desktop Support (Short Term) Contract, windows 10 migration January 2019

•Serve as the primary contact in providing customer service and technical support to internal partners and vendors regarding their Windows 10 Migration.

•Design, build and/or test new systems, processes or services

•Respond to requests for new services

•Document workflow of processes within the organization and installation of all software and printer installation

•Investigate, research and troubleshoot more complex IT related issues

•Perform new user IT training and communication of IT policies and standards

•Perform scheduled departmental audits and report findings to management

•Onsite tech will be responsible for working directly with the users on any/all post-migration support issues and ensuring everything went smoothly from migration the night before.

•Will complete the rest of the migration to Win10 as needed and follow up on with client to tracking migration.

(108 months = 9 years)

Iron System/McClatchy Technology Columbia, SC Contract: March 2018 to backfill (9 months)

Information Technology Engineer End User Computing-Desktop Support

•As an IT engineer provide help to meet their employer's over 365 End User for computer. Performed Windows 10 migration and deployment to ensure compliance with the user.

•Deploy laptops and desktops to a user's physical location and provide physical installation of hardware and peripherals (e.g. docking stations, CAC readers).

•Provide hardware and software problem resolution for end users.

•Load special software and drivers and map drives as needed.

•Experience with WebSphere, UNIX OS and Active Directory

•Train users on the basics of Windows 10 and (via Citrix)

•Provide hardware and software to MacBook Pro/ Air to users

•Perform job requirements and provide customer service with minimal supervision.

•Clearly communicate technical solutions in a user-friendly, professional manner

•Also, with experience in Active Directory, Addigy, KACE system, Cherwell ticketing system and checking inventory.

Field Nation Technology Columbia, SC February 2018 to present (12 months)

Support Technician Independent Contractor

•Provide technical support and troubleshooting services to end-users who need assistance with their computer also point of sale POS setup. Hands-on experience with MS Office 365 windows 2010 Applications, Internet Explorer and Outlook experience with Dell & Client laptops and desktop computers Backup and restore an organization's data files and systems.

•Install, configure and upgrade PC software and operating systems.

•Clean and repair computer hardware, such as keyboards and printers.

•Remote IT help desk technicians provide technical support over the phone or Web.

•Remote help desk technicians often use specialized help desk support software to take control of end-user’s computers to troubleshoot, diagnose and resolve complex issues.

Robert Half Technology/EBRY IT Columbia, SC June 2017 to September 2017 (3 months)

Information Technology Specialist/Desktop Support

•The primary responsibility is to diagnose/ticket laptops.

•Perform tasks such as installation, parts repair of Computer and Laptop.

•Manually examine and replace all broken component of the laptop hardware and peripheral.

•Troubleshoot systems device both hardware, re-imaging configures and installs software

•Determine an organization’s network and computer system needs before setting one up

•Install all network hardware and software and make needed upgrades and repairs

•Maintain network and computer system security and ensure that all systems are operating correctly

•Collect data to evaluate and optimize network or system performance

•Add users to a network and assign and update security permissions on the network

•Interpret and solve problems when a user or an automated monitoring system alerts them that one exists.

•Provide networking to desktop, laptop and installs software maintenance perform tasks such as installation, parts repair and upgrade computer hardware

•Troubleshoot printing issues, resolve complex technology problems as the go-to person for IT issues.

•Draw charts and graphs, using computer spreadsheets, to illustrate technical reports

•Perform tasks such as maintain servers, installation, parts repair of Computer and Laptop.

•Manually examine and replace all broken component of the laptop hardware and peripheral.

•Troubleshoot systems device both hardware, re-imaging configures and installs software

Columbia Dentist, Columbia, SC Mar 2010 to Jun 2017 (87 months)

Data Analyst/Desktop Support

•My responsibility is to diagnose/ticket laptops.

•Perform tasks such as installation, parts repair of Computer and Laptop.

•Troubleshoot systems device both hardware, re-imaging configures and installs software

•Provide networking to desktop, laptop and installs software maintenance perform tasks such as installation, parts repair and upgrade computer hardware

•Troubleshoot printing issues, resolve complex technology problems as the go-to person for IT issues.

•Draw charts and graphs, using computer spreadsheets, to illustrate technical reports

•Work with internal Unix Ops teams to perform Installation, upgrades and patching as necessary for the ongoing health of the environment

•Implement analytical frameworks and consolidated dashboard views

•Shell scripting in support of environment management AIX / Linux

•Implement monitors and controls to proactively manage the environment

•Working knowledge across all domains within infrastructure services; AIX & Linux OS/Hardware/Storage technologies

•Manage Server builds /snapshots /and failover procedures

Technology Skills

Visual Studio .Net, Visual Basic 6, C#, ASP.Net, C, C++, Java, Net, XML/HTML, JavaScript, Ajax, CSS, Windows, Linux, Unix, MS Office Suite Software, IT Consulting, Technology Education, Technology Change Management



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