IT Desktop Help Desk Support
Resume:
STUART CLARK
Brooklyn Park, MN 55428
Cell: 612-280-***-**** e-mail: ********@*****.***
Hardware: Dell, Gateway, NCR, Toshiba, Packard Bell, Compaq, Sony,
Acer, IBM, clones. Experienced and knowledgeable in all forms of
hardware necessary to build, service, maintain and operate these
machines. Has experience with major computer peripherals such as
scanners, fax/modems, Network cards, printers, and media
devices.
Software: Remedy, Avamar Backup and Restore, VMware ESX, Bomgar,
Salesforce.com, MS-Office 97, MS 2000-2010, XP, Excel, Access,
Outlook 95/97/2000/2003, Corel WordPerfect, MS-Works, Adobe
PageMaker, MS-Internet Explorer, Windows XP Pro Active
Directory, and Lockout Tool, Microsoft Visio, MS-Front Page 98,
Wingate, WinFax Pro, Microsoft SCCM, Norton Utilities, Norton
Antivirus, Symantec Ghost, Adobe Photoshop 7.3, Track-It,
large knowledge of most third party shareware and a host of
proprietary software.
Operating: MS-Dos 6.22, MS-Windows 3.x, and MS-Windows for Workgroups,
MS-Windows 95, Windows 95 version B, MS-Windows 98 & SE, MS,
Windows Server 2000/2003/2008, Windows XP Professional, Windows
7and Macintosh.
Network: MS-Windows 95, 98, NT Workstation, MS-Workgroup & Windows
95/98,
Windows 2000/2003 Networking, Cisco routers, MS-Windows Vista
Ultimate & Home Premium, Zenworks
Printers: Hewlett-Packard, Canon, Epson, Panasonic, Alps, Lexmark,
Okidata, Also have experience with installing dot
matrix, bubble-jet, ink-jet, plotters, and laser
printers.
EDUCATION
CAPELLA UNIVERSITY
January 08 - June 11
B.S. Degree Information Technology Minneapolis, MN 55411
SEMINOLE COMMUNITY COLLEGE August 99 - May 05
A.S Degree Networking Services & Technology Sanford, FL 32773
CERTIFICATIONS
Dell Certified Technician - Tech ID 1353811
EXPERIENCE
Computex Technology Solution November 2014 - Present
NOC Engineer Minnetonka, MN 55343
. Provides end user support of all managed IT clients and internal
Computex employees.
. Works independently to resolve prioritized requests while maintaining
accurate and thorough documentation, complete ticketing history to
document analysis, diagnosis, and resolution plus future preventive
actions.
. Follows a prescribed trouble-shooting methodology to consistently and
efficiently resolve customer requests.
. Recognize and document recurring problems and patterns of problems
within the environment.
. Appropriately determines when to escalate to the next level of
support.
. Create and maintain knowledge procedures.
. Provides holiday on call support as part of a rotating schedule.
. Experience diagnosing unknown problems with customer software,
hardware, or other network issues.
. Proven ability to partner with other support teams on diagnosing
issues, introducing new technologies, and facilitating improvement of
support desk capabilities to resolve more issues.
. Ability to quickly and efficiently address customer needs.
. Customer service experience desired.
. Other duties as assigned.
CANADIAN PACIFIC RAILWAY November 2013 - Present
Desk Side Support Analyst Minneapolis, MN 55402
. Installation and maintenance for break/fix of all IT end user hardware
for CP internal end users in Calgary, Minneapolis, Winnipeg and
Toronto.
. Provide technical support to 3rd party vendor to ensure compliant with
COE policies and procedures.
. Install and maintain hardware for new and break/fix services.
. Identify process gaps and initiate corrective resolution.
. Manage and maintain service levels.
. Communicate with customer and manage expectations to mitigate downtime
and impact to all operations.
. Monitor & mentor 3rd party supplier in remote and/or un supported
locations to ensure timely delivery of hardware and meeting committed
service levels.
. Initiate corrective workarounds to ensure Service Desk aware of status
for timely incident updates.
. Technical understanding of Desktop Operating Systems (functions,
features, Configurations, Imaging, Operations), Workstation Hardware,
Networking requirements, Active Directory and Services requirements
(Including DNS, DHCP) to ensure functional and working
implementation.
. Provide replacement hardware when SLA's are in jeopardy.
. Document action taken to correct break/fix incidents.
ZIMMER July 2011 - November 2013
IT Support Specialist Edina,
MN 55439
. Desktop support for users in Minneapolis office.
. Password resets, activation of I Phones and Blackberry devices.
. Setup conferences with Polycom video equipment.
. Setup IPad with Mobile Iron for users.
. Troubleshoot software and hardware issues on HP and Dell computers and
laptops.
. Create user accounts in Active Directory.
. Contact vendors to repair copiers and printers.
. Entering incidents using Remedy ticketing system.
. Imaged desktops and laptops using Ghost.
. Setup users with badge access to facilities at the Minneapolis office.
. Break-fix desktop and laptop components when needed.
. Setup laptop to be used for presentation to different devices in
office.
. Administrator of Mitel 2200 and 3300 phone system by setting up users
with phone extensions and moving from one system to the other.
. Setup VOIP phones for users.
. Created voicemail accounts with Octel voicemail system.
. Ordering monitors, keyboards, and other computer peripherals from HP
and CDW.
. Ordering supplies for Ricoh printers and HP printers.
. Blackberry and I-Phone activation for users.
. Contacted Verizon for replacement of damaged and new phones.
. Restoring files to network using Avamar Backup and Restore.
. Creating fax accounts on Right Fax server.
. Moving and copying files folders in VMware environment.
Wyndham Hotel Group January 2010 - July 2011
Level II Technician
Orlando, FL 32819
. Remote into computers to assist users with restarting PM system
interfaces.
. Field technician; set up servers, workstations, printers for sites in
US and Canada.
. Collaborates with other support companies such as Micros Corporation.
. Utilizes the ability to develop solutions on the fly for
troubleshooting user's challenges.
. Assists user with inventory issues and collaborates with distribution
department to solve them.
. Created tickets using Salesforce.com.
Wyndham Vacation Ownership July 2007 - December
2009
Helpdesk Support Analyst II
Orlando, FL 32819
. Remotes into users PCs to perform configurations to group policy in
Windows XP.
. Helped solve high severity outages for users by coordinating efforts
from all departments in IT.
. Noted tickets in Assyst software to report problems to proper IT
departments in WVO.
. Joined new PC's to Wyndham Domain, and moves them to correct location.
. Assisted computer support team when they needed help in completing
assignments.
. Team player able to work in a diverse environment.
. Also used Magic ticketing system before Assyst.
GAI Consultants, Inc. April 1999 - July 2007
Computer Specialist II
Orlando, FL 32819
. Performing preventive maintenance either personally or via contract
technical assistance for remote locations, including checking and
cleaning of workstations, and printers
. Perform hands-on fixes at the desktop level, including installing and
upgrading software, installing hardware, kept detailed inventory of
all desktops and laptops.
. Order, configure and complete the installation of approved orders for
hardware, software
. Research issues when answers are not readily available with the use of
Web tools
. Configuration and upgrade of PCs: hard disks (dual install), CD-ROM's
modems, CPUs, motherboards, memory, network cards, printers, plotters,
and network cables
. 3Com VOIP Administrator, Help desk ticketing experience with Track-It
software. Treo phone support for upper management.
. Setup up of small networks (4-10 users) using TCPIP, NetBEUI, and IPX
protocols and Novell NetWare 4.x., Zenworks, Windows95/98, 2000, XP,
Vista, and Windows NT. Responsible for system moves and setup.
Symantec backup exec.
. Supported up to 300-400 users over the entire organization. Created
user account in AD.
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