PROFESSIONAL EXPERIENCE

CCA Computers–Waukesha, WI 2018-present

Network/Desktop Support Specialist

Resolved technical problems with LANs and WANs

Installed, modified & repaired PC and Mac hardware/software

Installed peripherals for users

Performed daily remote data backups for clients

Provided on-call/after hours support on a rotating basis

Applications/systems supported included Office 365/2016, Windows Server 2016/2012/2008, Active Directory, Exchange Management Console, Jive phone systems, Autotask, iOS devices, SonicWall, AppRiver, Nest cameras

DXC Technology–Milwaukee, WI 2016-2018

Level 2 Desktop Support Technician

Imaged Windows 7 PC’s using Microsoft SCCM

Resolved SCCM software delivery failures

Support & troubleshooting applications, including Office 2013, Office 365, Skype for business, Cisco AnyConnect VPN,

Responsible for updating asset tracking database

Updated process documentation/SOP’s

PC hardware troubleshooting/parts replacement

Dell and HP certified

CompuCom-New Berlin, WI 2007-2016

Level 2 Hardware/Software Repair Technician (2014-2016)

PC hardware troubleshooting/parts replacement

Malware and virus removal using Malwarebytes/Symantec Antivirus

Software troubleshooting/PC reimaging.

Worked in Active Directory adding users/computers to domain, enabling disabled accounts, etc.

Configured & supported Windows tablet devices (Surface Pro)

Supported Apple mobile devices (iPhones/iPads)

Troubleshooting applications including Office 2010/2013, Cisco F5 VPN, Lotus Notes

Collaborated with other team members to find fixes for more complex problems

Performed data backup & recovery for end users using proprietary software.

Dell, HP and Lenovo certified

Level 2 Techncial Support Analyst (2007-2014)

Resolved issues with Cisco VPN Client connectivity

Wireless network support (assisting users with home network connectivity)

Served as point of escalation for Helpdesk

Helped create SOPs & training materials for Helpdesk agents

Led training sessions for Helpdesk agents on VPN/remote access support

Updated documentation (knowledge base articles, SOPs) as needed

Troubleshooting wireless aircards/USB wireless modems

Provisioned BlackBerry accounts on BES, troubleshooting device connectivity issues

EDUCATION / PROFESSIONAL DEVELOPMENT

Illinois State University-Normal, IL

Bachelors Degree in English

CERTIFICATIONS

Microsoft Certified Professional

CompTIA A+ Hardware Technician

William Pascente

1080 Thornridge Court

Brookfield, WI 53045

414-***-**** T

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