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Desktop Support Assistant

Location:
Slidell, Louisiana, 70461, United States
Posted:
May 15, 2019

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Resume:

Danny M. Pearson

w **** Edgemere Dr, Slidell, LA 70461 w 504-***-**** w Email: ac9dv6@r.postjobfree.com

Highly adaptable individual with over 12 years of Information Technology experience in numerous platforms, network protocols, and administration tools. Broad experience and knowledge of electronics gained through diverse military and civilian assignments, involving a large range of equipment from computer networking hardware/software to highly complex/sensitive military communications (cryptographic) equipment. Skilled in equipment troubleshooting, repair, and maintenance. Successfully able to set priorities, drive decisions, and foster positive work environments. Effective communicator with organizational and managerial abilities developed through leadership roles in both civilian and military service.

SUMMARY

Skills/Certifications

Operations Management

Specific Industries

IT Consulting

Staff Development

Insurance Industry

Project Coordination

Education Industry

Strong Leadership (Project and Personnel)

IT Recruiting

Effective Communication Skills

MS Dynamics

Oil and Gas

Level 1-Certified Alarm Technician

Video Systems Technologies

FEMA ICS Certified

Military Background

Security Industry

EXPERIENCE

American Medical Response (AMR) May 2017 – Present

IT Field Support Technician

Provide Tier 2 support for my area. Ticket volume could range from 5 -20+ tickets per day focusing on desktop support or remote troubleshooting utilizing Bomgar. Supported users with ServiceNow ticket system.

Coordinate end user training focusing on basic function of Windows 10.

Responsible for documentation and maintenance as well as, asset inventory of all desktops, laptop, and tablets. We’re currently utilizing SCCM.

Support of MEDS, Multi-EMS Data System.

Assist network and telecom groups when necessary in troubleshooting and hands on support.

Troubleshoot and resolve desktop and laptop hardware and software issues of 200+ employees.

Lincare, Clearwater, Florida: September 2016 – April 2016

Systems Administrator

Support Windows users nation-wide remotely using Bomgar.

Support Citrix users connection issues by adding them to the correct AD groups.

Create Exchange Mailboxes

Add Active Directory access as well as, moves and deletions.

Support users using HelpStar ticketing system

NOV, Covington, Louisiana: August 2010 – April 2016

Systems Administrator

Support 300+ users with IT issues and projects ranging from network printer adds to getting quotes for total office rewires, and circuit upgrades.. Support was either desktop or Remote using Bomgar.

Install new Ricoh multi-functional devices on LAN.

Setup new pc’s with Windows 7 and MS Office 2013 as part of a new pc rollout.

Migrate facilities. This included opening and closing offices as well as, racking servers, network gear and connecting to circuit.

Install and support Shoretel Phone System

Work with WAN to upgrade internet circuits

Chevron, Covington, Louisiana: September 2009-October 2009

GIL3Deployment Tech (Contract)

Backed up user data and upgraded hardware.

Re-imaged PC with Chevron GIL3 Vista image.

Instructed users on MS Vista.

Camsoft Data Systems, New Orleans, Louisiana: March 2009 – June 2009

Service Manager

Contributed as part of a team to conceptualize, organize, plan, and execute various projects (small and large scale), including the escalation and resolution of key issues to ensure that Service Level Agreements are being met within contractual requirements.

Proactively provided technical assistance to the engineer and operations teams.

Conducted and attended daily meetings with staff and management to coordinate team efforts and to ensure cohesiveness among six employee reports.

Worked with third-party vendors on customer issues such as telecommunications and hardware purchases.

Communicated directly with customers on support issues (throughout the entire life cycle of the issue) and effectively secured closure on recommendations and issues.

Worked closely with other areas of IT and other departments to communicate outages.

Provided daily, weekly, and monthly metrics to upper management on service desk, advanced technical support, and desktop support.

Louisiana Citizens Property Insurance Corp., Metairie, Louisiana: February 2006 – March 2009

Desktop Support Technician

Conducted effective troubleshooting of all hardware, software, and client-related issues to resolution.

Provided desktop support for 120+ users using Windows XP Professional and Microsoft Office 2007.

Installed and maintained Windows 2003 Servers.

Set up new user authorizations, group access, profiles, and email access using MS Exchange 2003 in an Active Directory environment. Provided timely resolution of all email issues.

Installed PC’s for new hires and set up new Blackberry users.

Setup, installed and provided resolution support of Cisco VOIP phones to include Cisco CCM and Unity voicemail.

Accountable for all Level 2 and 3 calls, averaging 25 calls per day, utilizing BridgeTrack.

Supported ImageRight imaging software.

Louise S. McGhee School, New Orleans, Louisiana: June 2004 – October 2005

Assistant Network Admin and Desktop Management

Repaired Dell Desktops and Laptops, setup user authorizations and profiles, and provided onsite support of 300+ users for a Cisco Wireless Network.

Single point of contact for desktop and laptop problem resolution.

CommTech Industries, New Orleans, Louisiana: October 2001 – January 2003

Manager of Enterprise Service Provider Division

Managed the Enterprise Service Division – handled daily operations, ensured the division’s financial budget was met, and coordinated a team of developers, engineers, and helpdesk support personnel.

Provided design/hosting of web sites and e-commerce sites and provided bandwidth management of various levels of clients (including enterprise level Fortune 500 and larger clients).

Managed clients’ internal equipment and provided managed-services to all co-located equipment.

Supplied POP Email accounts, anti-virus services, and anti-spam software.

Managed 24x7x365 NOC (Network Operating Center) which provided enterprise-wide tracking of all IS incidents.

CDI Information Technology Services, Tampa, Florida: January 2001 – October 2001

Technical Recruiter

Actively recruited IT candidates for an IT recruiting company, helping to establish a sizeable and diverse pipeline of qualified IT consultants while sustaining recruitment and placement goals.

Sarcom, Various Locations: January 2000 – December 2000

Technical Project Lead/Business Developer

Developed new standards for installing and troubleshooting equipment, including the installation and maintenance of Marriott’s high-speed, in-room internet access.

Responsible for running amphenol cables to hotel riser field.

Served as project coordinator and liaison between Marriott managers and Sarcom management, charged with ensuring that individual projects complied with the Service Level Agreement and budget.

Fostered a positive work environment while managing temporary employees.

Orthodontic Centers of America, Metairie, Louisiana: May 1999 – January 2000

Helpdesk Manager

Mentored/trained 12 helpdesk employees and managed all incoming helpdesk calls for several hundred users nationally.

Provided technical support for customers and handled all hardware/software upgrades and maintenance.

Entex Information Services, Inc., New Orleans, Louisiana: February 1997 – March 1999

Customer Engineer

Member of Consulting Team for Cigna Healthcare: Assisted in the implementation of MS Exchange migration and upgraded operating systems from Windows 95 to Windows NT. This upgrade was nationwide and supported over 10,000 Cigna Healthcare users.

Member of Consulting Team for Shell Oil Company: Converted several hundred Shell Oil users from Windows 95 to Windows NT and provided ongoing desktop support for those users.

Louisiana Army National Guard, New Orleans, LA: October 1991 – April 2002

Senior Signal Support Technician (E-4) Honorably Discharged

Served honorably in the Louisiana Army National Guard for over 10 years. Maintained critical communications equipment (crypto gear and ancillary equipment), provided helpdesk support for the entire state, and instructed various classes to military officers and NCO’s.

Earned numerous awards and honors primarily for the development of improved procedures for accomplishing required tasks.

Initiated and developed a new Standard Operation Procedure for the maintenance of the unit’s communications equipment. For this initiative, I was one of two soldiers (in a unit of 700 individuals) honored with an award that recognized the rapid diagnosis and remedy of an operational problem.

Commended for “energetic approach and intense desire to excel” and for having “inspired the confidence of peers and subordinates.”

Received multiple honors for sustained outstanding service (Army Achievement Medal, Louisiana General Excellence Medal, and Louisiana Longevity Medal).

COMMUNITY INVOLVEMENT

Training and development of premier youth soccer players in the New Orleans area:

Head Soccer Coach, New Orleans Soccer Academy (NOSA) Premier Soccer Club, U-16 Boys 2008 – Present

Assistant Soccer Coach, Lafreniere Premier Soccer Club, U-17 Boys (State Champions) 2007 – 2008

Assistant Soccer Coach, Lafreniere Premier Soccer Club, U-14 Girls 2006 – 2007

Assistant Soccer Coach, Lafreniere Premier Soccer Club, U-16 Boys 2005 – 2006

Assistant Soccer Coach, Lafreniere Premier Soccer Club, U-15 Boys 2004 – 2005

Assistant Soccer Coach, NOSA Premier Soccer Club, U-14 Girls 2003 – 2004

Possess various soccer coaching licenses:

USSF National “D” License

NSCAA Youth License

USSF National Youth License

NSCAA National Diploma

EDUCATION

Attended University of New Orleans, New Orleans, Louisiana 1993 - 1995



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