Desktop Support Field Analyst, Help Desk support, Customer Service
Resume:
DARNELL CASPAR MITCHELL
**************@*****.***
Career Objective
My goal is to obtain a long-term career in information technology by providing effective technological solutions while improving business processes, functionality, and development.
Education
Strayer University, Raleigh, NC, March 2011
Associate in Arts in Information Systems
Apex High School, Apex, NC, June 2008
High School Diploma
Certifications
Dell Certified, 2015
CompTia A+, 2015
Professional Experience
APS (Essential Resources, Inc), Atlanta, GA
Desktop Support/Field Support Analyst, September 2014 – Present
Monitor support tickets submitted from assigned sites and resolve issues reported/logged
Troubleshoot and resolve printer (or print), minor wireless, network or switch issues at the site
Escalate major issues (wireless, network etc.) to IT Infrastructure technical teams as necessary
Perform support activities including but not limited to: Active Directory, MS Exchange, and Outlook E-mail support
Update user and asset information in database, as well as Apple IOS on MacBook, iPad & iPod carts
Install and set up Air Watch on mobile devices and install Windows updates and patches
Identify and update (or report) unsupported operating systems … i.e. Windows XP, Win 7/8 support, ensuring antivirus software installed on all machines and scans are completed routinely
Check Interactive White Boards/Projectors in classrooms to ensure they are functional
Inventory, validate and report all technology items in schools
Report any asset transfers to ensure ownership is properly captured
Work with schools to understand technology needs and funnel requirements to IT department through reporting manager/supervisor
Document work performed (and steps to resolve issues) within ticketing system for audit or knowledge-based purposes
Travel throughout County for School system.
Dell (Apex Systems), Atlanta, GA
Field Migration Technician (Team Lead), March 2014 – September 2014
Responsible for helping employees with Win 7/8 migrations, Novell admin, GroupWise E-mail support, Active Directory, MS Exchange Outlook E-mail support, Archives, PC break-fix, Desk Side support, installs, moves, adds and changes, according to Managed Client Policy & Procedure Guide
Add/remove printers (Dell, Brothers, Canon, Lexmark, HP; etc.)
Coordinate with Client End User on expectations and availability to conduct Managed Client Services
Identifies potential issues that could adversely impact End User experience and follows through on action steps
Utilizes advanced tools USMT (User State Migration Tool), SCCM/WET/MDT and Ghost image building process
Travels throughout the state of GA (road warrior) for Government agencies.
WellStar Health System (Ettain Group), Atlanta, GA
IT Help Desk Analyst, September 2013 – March 2014
Client Server, Network LAN troubleshooting, Win XP/7 OS, IE 8/9, Mac/mobile devices and Epic Applications support
Do password resets/unlock accts in Active Directory/Novell Console/iManager
Identity management
Access Request forms, assigning Epic Users membership
Entrust acct for remote users
Resolve TCP/IP and network/local printer issues
Use Chrome and Remedy ticketing system
Provide PC Anywhere Remote access and Log me in Remote access
Novell messenger, running Citrix script to access Epic Hyperspace
IBM (CCI), Norcross, GA
IT Support Specialist, April 2013 – September 2013
Handle questions for both hardware and software related issues via the telephone by answering calls and greeting customers
Determine the scope of the issue for iPhones, iPads, iPods, Apple Computers, Windows XP, 7/ 8, iOS, OSx, and Android
Bomgar Remote Desktop
Wireless configuration for all operating systems including printers and/or folder sharing
Resolve issues in relation to claims and warranties, servicing products and accurately setting up service options for our customers, multitasking through multiple systems
Report/escalate issues through appropriate channels, effectively communicating information with team members and customers when necessary
Diagnose and resolve various technical issues, providing exceptional customer service while troubleshooting equipment issues
State of NC (Temp Solutions), Raleigh, NC
Windows 7 Migration Field Technician, October 2011 – April 2013
Refreshes computers from XP and Vista to Windows 7 operating systems using tools: SCCM, Ghost, MDT
Test configured systems for appropriate functioning and troubleshoots for any errors found
Assists Configuration Technicians with desktop and peripheral setup / connections
Completes all required documentation of installation, including a quality assurance sheet to ensure accurate billing with respect to warranty contract, proper processing of defective products, and timely vendor returns and reimbursements
Follows customer personal computer system hardware and software specifications based on the configuration services being performed and the instructions supplied
Complies with departmental training certification requirements based on configuration level
Troubleshoots malfunctioning units using efficient problem solving techniques and departmental procedures
Researches hardware and software literature to keep abreast on new product / service developments and announcements
Works with Lead Technicians on difficult to solve problems or configurations
Schedules and confirms own appointments and communicates directly with end users
ACS, Raleigh, NC
Help Desk Specialist, March 2009 - October 2011
Handles questions via the telephone and through e-mail
Extensive phone support of end users with various operating systems and application software issues
Use Remedy Ticketing and solve network connectivity issues
Active directory, Win XP/Vista support
MS Office Word, Excel, PowerPoint, Database, Installation, configuration and support of Dell and HP PC’s
HP, Lexmark printers and peripherals support
Scanners and fax machine support, addressing both hardware and software related issues for iPhones, iPods, iPads, Apple Computers, Androids and Tablets
Diagnose and resolve various technical issues
Proactively identifies ways to avoid recurrence of customer issues by regularly improving the processes, reviewing technical articles, and recommending change.
Southern Networks, Raleigh, NC
Field Support Technician, December 2007 - March 2009
Run and install fiber optic cable and telephone lines out in the field
Outlook e-mail and Workstation configuration and installation of hardware and software applications, PC's, Mac's and printers support
Install hard drives, Ethernet cards, memory, Zip drives, CD-ROM drives and Scanners
Reset passwords, using ghost to create images on hard drive to install operating system
Transport PC’s
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