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Desktop Support Manager

Location:
Richmond, Virginia, United States
Salary:
55000
Posted:
March 24, 2019

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Resume:

Richard K. Hilgenhold

Richmond, VA *****

571-***-****

Email: ac8vvc@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Experienced IT professional seeking a new career opportunities in the technical field. I currently possess 10+ years’ experience working in various technical capacities including bench tech, help desk and desktop support.

TECHNICAL SKILLS

Ticketing systems

Service Now, Remedy, TSRM, Service Center – briefly

Operating Systems

Windows XP, Windows 7, Windows 10, iOS devices, Android devices

Miscellaneous Skills

Moderate A/V Support, PC Hardware troubleshooting / repair / replacement, system refresh, data transfer, limited data recovery, SCCM, Process analysis with available tools, workflow management, Dell Hardware.

PROFESSIONAL CERTIFICATIONS

CompTIA A+

Microsoft MCP/MCDST

Apple OSX Fundamentals

WORK EXPERIENCE

IBM USA – for Anthem Health Insurance October 2017-Present

Richmond, VA

Senior Analyst – Desktop Support

Primary functions of this position include but are not limited to:

Desktop and laptop computer hardware and software troubleshooting

Customer service – explanation of cause and effect of system errors, general usage guidance

Installing corporate image and software to machines using SCCM

System replacement / refresh

Limited data recovery

Data transfer

iOS device setup and deployment – managed through Mobile Iron

Receiving of new equipment

Asset management and tracking using Service Now ticketing system

Manage ticket queue in Service Now to meet SLA requirements

Asset recovery from terminated employees

Remote troubleshooting using Skype screen sharing or Dameware

New team member training

Always analyzing and trying to find new ways to adapt my own processes to minimize productivity interruption for the end user / client.

Providing constructive feedback to managerial team regarding current processes.

HCL America – for Anthem Health Insurance February 2015- September 2017

Richmond, VA

Senior Analyst – Desktop Support

Primary functions of this position include but are not limited to:

Desktop and laptop computer hardware and software troubleshooting

Customer service – explanation of cause and effect of system errors, general usage guidance

Installing corporate image and software to machines using SCCM

System replacement / refresh

Data recovery and transfer

iOS device setup and deployment – managed through Mobile Iron

Receiving of new equipment

Asset management and tracking using Service Now ticketing system

Manage ticket queue in Service Now to meet SLA requirements

Estate Manager / IT Consultant August 2012 - August 2015

Richmond, VA

Self-Employed

Provided IT related consultation

Device upgrade and configuration for residential customers.

Hardware management and configuration.

Initial hardware setup.

User education for preventive maintenance.

Home network setup.

Carried out fiduciary responsibilities for settlement of family estate.

Apollo Professional Solutions – for Suntrust Bank July 2012

Richmond, VA

Corporate Move Associate (Temporary employment)

Assist with relocation of computer assets as required for internal corporate moves as directed by the client.

Troubleshoot computer hardware and connectivity issues that may arise because of the equipment move

Report any unresolved incidents to team lead

RMS Computer Corporation - for Anthem Health Insurance October 2010 – February 2012

Richmond, VA

Field Service Technician

Provide desktop support services

Data transfer / PC refresh

Equipment hardware installation

Software installation using software as a service (Marimba / EDMP)

Troubleshoot and repair incidents reported to help desk

Virginia Department of Rehabilitative Services October 2009 – May 2010

Richmond, VA

Video Tele-Conferencing Support Technician (Part-time, temporary)

Technical support for video teleconferencing equipment and events

Set custom layouts for conferences using Codian bridge hardware

Routine coordination and testing of remote sites’ video conference capabilities

Report any major failures to senior team lead for vendor contact or repair

Computer Enterprises Incorporated - for Anthem Health Insurance July 2009 – August 2009

Richmond, VA

Help Desk Analyst

Tier 1 help desk creating tickets in Service Center ticketing system

Password resets using Active Directory

Password resets on mainframe systems

Orbital Sciences Corporation February 2008 – October 2009

Dulles, VA

PC Technician

Diagnosis of computer hardware and software malfunctions reported to the Help Desk

Installation and deployment of software

Installation and recovery of hardware

Installation of corporate image

America Online, Inc. September 1999 – December 2007

Dulles, VA

Beginning as a contractor in September 1999 and hired full time in June 2000

Senior Desktop Support Technician 2005 – 2007

Usage of Remedy ticketing system for workflow management.

Designed, outfitted, and maintained a refresh lab in my oversized office space

Data migration

Determined actions that would promote overall customer productivity

A/V Support (backup or additional coverage) in conference rooms and auditoriums

Corporate move supervision of contractor agents to ensure all assets removed, setup, and functional.

Bench and Desktop Support Technician 2000 – 2005

This was a blank slate position created for the individual to process and modify the functions as needed to make this position adaptable and more efficient with minimal managerial oversight but always with manager approval.

Diagnosis of computer hardware malfunctions reported to the Help Desk

Distribution of appropriate parts to field technicians for resolving help desk requests

Diagnostic and logistics support for repair of computer components

Managing relationships with vendors to maintain a timely repair of equipment

Promotion and growth to Desktop Support functions 2005

EDUCATION

ECPI University October 1995 – August 1997

Glen Allen, VA

Associate Applied Science in Computer Technology



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