Desktop Support
Resume:
Jeffrey Calcutt
Sanford, NC 27332
***********@*******.***
PROFESSIONAL EXPERIENCE
HCL Technologies 2019 – Present
Desktop Analyst
● Provide hardware, software, and network problem resolutions via telephone for end users.
● Use Remedy call tracking systems to log, track, and manage incidents and service requests.
● Route problems to internal support staff.
● Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolutions.
● Administer and provide user access and exit controls.
● Use call tracking system to document and manage problems, work requests, and their respective resolutions and circumventions.
● Engage in teamwork with help desk peers through cross-training and the development and implementation of operational excellence procedures.
● Work closely with support staff to obtain technical knowledge in order to permanently solve chronic problems.
● Participate in on-the-job training designed to enhance skills and support capabilities. Lee County Schools 2012 – 2017
Technology Technician
● Repaired, maintained, and upgraded technology-related equipment.
● Kept track of inventory for all technology equipment throughout the school year.
● Maintained an inventory of electronics components needed to make timely repairs.
● Used a work-order tracking system for routine repair and maintenance of equipment.
● Referred complex problems to higher level technical support.
● Maintained general knowledge of computers and related technology devices.
● Maintained familiarity with the operation and uses of standard test equipment.
● Communicated effectively with end users.
● Maintained documentation regarding network configuration, operating procedures, and service records relating to network hardware and software.
● Performed other duties and responsibilities as assigned by supervisor.
● Performed miscellaneous job-related duties as assigned.
● Supported all hardware and software for the school and school district.
● Imaged new computers and decommissioned old equipment as needed.
● Supported Windows XP, Windows 7, and Windows 10 operating systems.
● Upgraded equipment specific to county standards as needed. Static Control Components 2003 – 2010
Telecom and Printer Repair Technician
● Maintained and supported all Telecom equipment including phones, fax machines, paging systems, PBX (Option 61 Phone Switch), call pilot (voicemail), and Symposium
(call center).
● Performed move, add, and changes in the following applications: Option 61 PBX, call-pilot, and Symposium.
● Installed and terminated coax cable for security cameras.
● Installed wireless access points for shipping areas.
● Member of after hours on call rotation support group.
● Maintained and updated phone records.
Lead Technician for Printer Repair
● Maintained and supported all makes and models of printers.
● Changed out printer hardware, as needed.
● After hours on call support for printer issues.
Nortel Networks 2000 – 2003
Telecom Technician
● Worked on revitalization project that included moving large groups of customers within a building or to other buildings, which included disconnection and reconnection of telephone and PC equipment, such as faxes, printers, plotters, phones, and PCs.
● Installed and terminated Cat 5 cable, as needed, for telephone and PC equipment.
● Added printers to print servers.
● Set up and configured the following on network printers: IP, subnet mask, and default gateway addresses.
GKN Automotive 1992 – 2000
Assembly
● Machine operator in a cell environment for the following: CNC grinders and spline rollers.
● Maintained and updated inventory records.
EDUCATION
Lee County Senior High School 1986 – 1990
High School Diploma
North Carolina School of Communications 1997
Central Carolina Community College 1997
Introduction to Computers
REFERENCES
Available upon request.
Contact this candidate