Desktop Support

Mickey Lee

***** ****** ***** *****, *********, NC, 28001

Mobile Phone: 704-***-****

Home Phone: 970*-***-****

***********@*****.***

Skills:

Work with Windows XP, Windows Server R2 2008/2012, Fedora, SQL Server, Exchange 2008/2010, Outlook

2007/2010, Microsoft Dynamics CRM, and Microsoft Data Protection Manager (DPM).

Knowledge of TCP/IP – Including DHCP, DNS, and Active Directory.

Installed CD Drivers, Memory Card, Sound/Video Card, Power Supply, and NIC Card.

Done Hardware/Software – Drivers install, configure, diagnose, repair, OS imaging, and troubleshoot.

Basic knowledge in DOS and Linux Terminals.

Basic knowledge in Cisco Routers, Switches, Dell SonicWALL.

Achievement with printers and scanners.

Worked with MAC programs ( Adobe Photoshop, Illustrator, IMovie, PageMaker )

Understand Network Topologies and Design Network diagrams.

Install/setup dual monitors.

Have done monthly patches to clients servers, and upload new Firmware to client’s SonicWALL.

Work with Dell Email Security, Level Platform, Intrusion protection, and My SonicWALL.

Onsite deployments of new computers, and printers.

Work with TeamViewer Remote Software tool.

Education:

Bachelor of Science Degree in Information Security System

September 2011 – June 2013

Associate Apply Science Degree In Computer Network System

July 2009 – September 2011

ITT Technical Institute, Charlotte, NC

Work History:

TEKSystem

AON Contract

August 2014 - August 2014

Winston Salem, NC 27105

Tech Support

Support user issue on the floor.

Work in groups to finish a project.

Communicate with senior techs on issue with users.

Document issue that occurs, and report issue to higher techs.

Support/Monitor over 500 users

Follow polices with ID badges, and company documents.

Setup users to sign into their Cisco VoIP phones.

Report to senior techs/Manger during conferences meeting.

GtechServ

September 2013 – December 2013

Charlotte, NC 28262

Entry Level Network Engineer

Answer support calls, and emails from multiple clients on issue that occurs on a daily basis.

Monitor client’s servers, routers, and other devises on Level Platforms.

Create ticket for new issues that occurs in Microsoft Dynamics CRM, and also update tickets with notes.

Work with team to patch up client’s servers at the end of every month.

Upload/backup Firmware from client’s SonicWALL to keep them updated.

Onsite deployments to setup printers, SonicWALL, and new computers for client’s request.

Monitor SonicWALL Email Security to allow, or deny emails.

Whitelist or blacklist websites upon client’s request.

Create/Remove users in Active Directory, and Emails accounts in Exchange.

Setup new computers for onsite deployment.

Work with AD, DNS, Exchange, and Outlook on a daily basis.

Communicate/document notes for team on issues that occurs for future reference.

Work with different business application like Quick books, Timberline.

Test and Troubleshoot Remote Desktop Connection access and Outlook Web Access.

Run scans on user’s computers for infection.

Renew Client’s SonicWALL MacAfee License for Server Anti-virus, Client’s Anti-virus, and Comprehensive

Gateway Security Suite on My SonicWALL website.

Run a TeamViewer Session with client’s to troubleshoot issue.

NASCENT

October 2012 - January 7 2013

Charlotte, NC 28208

Support Operation Center (SOC)

Configure devices with an assign static IP Address, and updated software in kiosk for site locations.

Run multiple tests on kiosk before being shipped out to site location like audio, front camera, PTZ camera, lane

lights, biometrics scanner, ticket scanners, handset, call button, lane loops, gate arm, printer, UPS, and touch

screen.

Responsible for documenting serial numbers for devices that is put into kiosk.

Accountable for tier 2 support when an issue call occurs on a network sites.

Monitor NASCENT sites if any issues occur with kiosks when truck drivers processing their transactions to get in

and out of there sites.

Responsible for documenting every issues that has been called, email, or when monitoring sites.

Documentation has to have an issue track number to verify either if it’s a solve issue or an issue that is still

currently being work on.

Responsible for listing all troubleshooting steps you took on an issue, to inform everyone what steps you took to

solve it, or escalate issues to mangers.

VPN to different sites and troubleshoot when a support call comes in.

Contact this candidate