Onsite Technician and Level 2 Remote Desktop Support

SUMMARY

Information technology professional with 25+ years of experience in technical support of PCs including hardware and software installations, printers, upgrades, repairs, modifications, troubleshooting, user training and help-desk support. Knowledgeable of networks including switches and servers. Excellent customer service skills. In the ticketing system, every call, email or IM made by the customer was recorded in the ticket and what was tried and done to fix the issue.

EXPERIENCE

General Motors – Flint & Pontiac, Michigan

Onsite Technician March 2013 - February 2019

Provide computer support for internal employees, including troubleshooting, diagnostics

and software/hardware issue resolution

Provided troubleshooting and maintenance on all printers and plotters

Re-imaging and refreshing of computers as needed

Troubleshooting of peripherals

Management of assets

Provided best effort for A/V issues in conference rooms

Excellent rapport with coworkers, management and customers

Hewlett Packard – Lansing & Pontiac, Michigan

Level 2 Remote Desktop Support August 2008 - March 2013

Provide level 2 remote desktop support for General Motors employee’s

Electronic Data Systems – Troy, Auburn Hills & Lansing, Michigan

Level 2 Remote Desktop Support August 1999 - August 2008

Provide level 2 remote desktop support for General Motors employee’s

Electronic Data Systems – Troy, Michigan

Level 2 Remote Desktop Support February 1998 - August 1999

Provide level 2 remote desktop support for EDS internal employee’s

Kirk in the Hills – Bloomfield Hills, Michigan

Computer Systems Administrator January 1993 - February 1998

Provide technical support for all users, servers, hardware, and software

Maintenance and operation of server

Creation and control of user accounts

Monitoring of LAN performance

Perform system back-ups and virus monitoring

Responsible for user training within departmental scope

EDUCATION and TRAINING

Kimball High School (Royal Oak High School), Royal Oak, Michigan – High School Diploma

Advanced Windows 95 - New Horizons Computer Learning Center

Windows 2000 - MCP certificate available

Windows XP - CBT’s and on the job training

Windows 7 - CBT’s and on the job training

Windows 10 - CBT’s and on the job training

Windows NT System Administrator 803 & 922 - EDS internal

Lotus Notes System Administrator - New Horizons Computer Learning Center

Novell Netware 3.1x - New Horizons Computer Learning Center

Novell Netware 3.1x Advanced Administration - New Horizons Computer Learning Center

Skills

Active Directory, Microsoft Suite: Word, Excel, PowerPoint, Access, Outlook, Skype, OneDrive

Microsoft Bitlocker Encryption, McAfee Anti-Virus, SCCM 2012, Internet Explorer,

Microsoft Edge, Chrome, Firefox, VPN, Adobe Products, HP Service Manager (Request and Incident ticketing system), HP Asset Manager (Asset inventory), Vantive, printers.

Understanding of Security Software, Thin clients, AV equipment, mobile devices, Network Domains, DNS, TCP/IP, DHCP, Firewalls, Switches and Servers. Excellent written and verbal communication skills.

CERTIFICATIONS

Hewlett Packard Hardware

Dell Hardware

Windows 2000 Microsoft Certified Professional

Novell Netware 3.1x Administrator

Novell Netware 3.1x Advanced Administration

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