RICHARD MASSEI

ac8obd@r.postjobfree.com

425-***-****

Experienced Desktop Analyst and Hardware specialist with diverse customer service background

SUMMARY OF QUALIFICATIONS

Provide daily helpdesk solutions placing emphasis on end user satisfaction operating as Tier 1-2 desktop analyst

Demonstrated ability to identify, isolate, resolve hardware, application & network issues as reported by end users

Primary field support technician dispatched to multiple location(s) for in person break/fix repairs

Experienced in large scale Windows 10 migration projects and deployments, implementation & supporting active directory

Install, Configure, support a Microsoft-centric infrastructure utilizing Windows 10 Enterprise OS, Microsoft Office Professional 2016, Outlook, Office365 Pro products, customization of 3rd party applications pertinent to user’s needs

Ability to communicate information in an accurate, timely, and professional manner

Perform effectively independently or collaboratively in a team concept, possess exceptional time management skills

Microsoft Certification in Network and Operating Systems Support

PROFESSIONAL EXPERIENCE

Compass Group @ Microsoft IT Hardware & Applications Support Specialist Feb 2013 to Dec 2018

Provide daily helpdesk support, solutions to hardware & application issues via email, remote desktop applications

Primary Field support technician: dispatched to “on campus” and off campus field site locations for break/fix issues

Project Lead: Quarterly PC-Laptop refreshes, new user onboarding equipment requests and deployment of all assets

Active directory: User adds + updating existing clients, assist with password resets in AD DS environment

Image & join devices to domain using SCCM tools in network PXE environment or alternative boot devices

Assisted end users with data migration and post setup installation of 3rd party software in addition to Office365 Pro configuration.

Imaging, Installation, networking of digital signage & Microsoft Surface Tablets for specialized projects. Installation and networking of Hp OfficeJet Pro or Laser printers for all lines of business

Asset inventory management: maintained database of on hand inventory & deployed assets for end users, tracked and return of end of life cycle equipment.

Managed company wireless assets, performed set-up, configuration, application support (Android-iPhone)

Interfaced with all Vendor supplied equipment-handled all “In” warranty assets (Hp, Dell, Lenovo, Asus)

Integrated Technologies Group Assistant Field Engineer H.U.D Windows 7 Migration

Assisted Team Lead in Windows XP to Windows 7 Enterprise Migration Project

Tasks included pre-migration backup: user interviews, setup & deployment, post migration, monitoring,

Post deployment follow up: ensure login, data integrity, internet connectivity, network access available

CMS Technology PC Technician September 2012- 2014

Perform t teardown/reinstallation for corporate office workstation & peripheral equipment moves

Installation and redeployment of devices in new location, ensure workstation, monitors, network & communication devices are operational

Associated Council for the Accused IT Department Helpdesk & Desktop Support Apr 2012-October 2012:

Provide helpdesk & desktop support for 150 end users in a mixed Windows XP & Windows 7 environment

Troubleshoot hardware-software to provide resolution for workstations & laptops, perform system upgrades to enhance performance and equipment longevity

Assist in system image builds, clone-image drives to networked workstations-laptops. Install, configure and troubleshoot both in-house and third-party software. Component replacement including system boards, memory upgrades, video cards, wi-fi cards, hard drives, LCD Screens, and other devices

Deployed new workstations and peripheral equipment, join-remove users & devices to domain, troubleshoot network connectivity issues, basic knowledge of Active Directory

Daily activities: performed all user moves, new workstation setup, perform back up routines & system maintenance as required

Pnw_techsales63 Refurbishing & resale of technical devices 2010-Present:

Proven expertise in troubleshooting to component level to determine repair needs

Perform custom builds, refurbishing, and configurations for clients

Image hard drives, install & configure Operating Systems including software applications & basic drivers

Active eBay reseller of PCs-Laptops-Computer-Electronic Devices-Cell Phones-Peripherals

Career Background

Automotive Service Consultant at Bellevue Honda, Bob Byers Volvo - October 1995-September 2010

Ranked top 3% in customer satisfaction in West Coast Region & overall departmental leader in service and tire sales

Provide stable leadership, training & mentoring of advising staff

Team Leader: supervised highest producing & most efficient team in shop; team averaged 120% of objective

Achieved Top 25 Advisor status for American Honda nationwide, strived to attain highest departmental CSI on annual basis

Instrumental in leading service department to a 60% increase tire sales and substantial increases in service sales

Supervised Volvo Tires for Life Program-negotiated pricing-managed on hand inventory

Extensive ADP Web Suite Systems knowledge, area trainer for 22 stores during new inventory/database launch

Education

Bellevue College - Bellevue, WA – Computing and Network Services Support Program- Graduated June 2012

Microsoft Certification in Network & Operating Systems Support

Bellevue Community College -Bellevue, WA- AA Degree Business Technology

Lake Washington Technical College -Kirkland, WA- Fundamentals of Network Technology, TCP/IP Configuration & resolving Network issues.

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