Desktop technician

Marc A. Taylor

Philadelphia, PA ***** Cell/Home: 267-***-**** *************@*****.***

IT Specialist

Friendly Customer Service Expert

Goes Above and Beyond Loyal, Adaptable, Experienced

Enjoys Learning New Skills and Technologies

Technical Summary

Platforms: Microsoft Windows Operating Systems – XP, Vista, Windows 7, Windows 8, Windows 10, Mac OSX

Tools: Windows Server 2003, and 2008, SQL Server, Microsoft Office, Microsoft Lync, Orion Network Monitoring Software

Experience

Help Desk Analyst InSource Philadelphia, PA

1.Independence Blue Cross 2/28/14 – 06/01/15 6/17-13 – 12/31/13

Troubleshooting customer hardware and software issues via phone

Unlock accounts and password resets for multiple applications using AD and MainFrame

Use Remote Desktop and VNC to connect to local and remote users

Support end users in citrix and remote users using Wyse Thin Clients

Support mobility issues for devices and tablets

Windows XP and Windows 7, Windows 8 OS support

Used ticketing systems HPSM and ServiceNow

2.Sungard 3/11/13 – 5/24/13

Receive Playbooks with all server specs

Enter data into database

Technician NTR Philadelphia, PA 8/2012 – 12/2012

Refurbished laptops

Imaged laptops with XP or 7 OS and increased or decreased memory

Provided walk-in services

Repaired laptop monitors

Help Desk Technician Connolly LLC Philadelphia, PA 1/2012 – 6/2012

Provided telephone, email, walk-up, desk side, and chat support to the global company user community for software applications and IT services

Created and managed AD accounts

Worked dispatch using Helpstar; logged incidents and requests for continued resolution and tracking

Maintained one-to-one contact with users throughout the lifecycle of an incident or request

Provided AV support for presentations

Provided diagnostics of a technical fault and suggested first-time-fix

Responsible for two satellite locations

Collaborated with third level and administrators of technology teams for urgent or critical issues

Swapped out VoIP cards and power-cycled servers and APC

Managed all system alerts on-site for security cameras and HVAC

Independent Contractor Philadelphia, PA 05/2010 - 12/2012

Windows 7 Migration, Deployment, and Installations.

IT Call Center, dispatch, and troubleshooting issues with web site and logons.

Performed laptop repairs and upgrades, hardware and software installations.

IT Specialist/Junior System Administrator Westat/Children’s Hospital of Philadelphia 2006-2010

Created and maintained Oracle accounts and AD accounts for department users.

Performed Server and Security Administration (creating usernames, user groups and permissions).

Monitored system and network performance, machine imaging for various types of PCs and laptops.

Active Directory experience with creating and managing Organizational Units and folder permissions.

Provided desk side and walk up services support for all clients

Coordinated database and software migration from out of date server to Citrix and backed up to newer servers.

Responsible for all software installations, including statistical/Data Management software, hardware/peripheral replacement and storage devices.

Hardware encryptions, break/fix of hardware or software, and PC Deployments as well as Macbook support and iOS support

Ordered and maintained software and hardware inventory.

Remoted into user desktops to provide technical support.

Performed system updates on servers that were tested and then implemented to workstations.

Provided technical support and training for staff and clients.

Education

A+ Certification New Horizons Computer Learning Center comp001005388145

Associate’s Degree, Computer Application and Network Administration Computer Learning Center

Graduated with Honors in LAN Administration

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