Desktop Support Technician
Resume:
DANIEL W. BRAMAN, SR.
South Hadley, MA 01075 Email: *********@*****.***
PROFILE
Highly-skilled information technology professional with hands-on experience in tier 2 desktop support, network operations, mobile device configuration, cabling, and troubleshooting user problems
QUALIFICATIONS
Highly-focused, with a strict attention to detail and accuracy
Outstanding troubleshooting and diagnostic skills
Extremely flexible, with the ability to multi-ask and contribute to lean staffing
Excellent interpersonal skills used to address the needs of internal and external customers
Strong sense of ownership and accountability for assigned jobs
Troubleshooting assistance and ticket resolution for computer users.
EDUCATION
PORTER & CHESTER INSTITUTE, Chicopee, MA
Computer & Networking Technology, 2011
CERTIFICATIONS
DCSE Troubleshooting, January 2014
DCSE Foundation 2010 Portables, January 2014
CompTIA A+ IT Technician; 220-701 Essentials Exam A+ 220-702 IT Technician,
Microsoft Certified Professional (MCP); 70-270 Installing, Configuring & Administering Microsoft Windows XP Pro,
CompTIA Network+; N10-004 Networking+ Exam, A
TECHNICIAN SKILLS
Computer Assembly; Install, Configure and Restore Operating Systems; Desktop Support; Diagnosis and Troubleshooting; Hardware Installation; Configuration & Administration Monitoring; Router Configuration; System Upgrades; Remote Desktop Support; Spy-Ware/Anti-Virus Installation; Configuration, Detection & Removal Windows 2000, Windows XP, Microsoft Vista, Microsoft Windows 7, Microsoft Office Suite; Microsoft Remote Desktop; Team-Viewer; PC Anywhere and Excellent verbal and written communications skills with technical and non-technical staff and end-users.
WORK EXPERIENCE
CLEARBRIDGE
NETWORK TECHNICIAN 4/2016 – 4/2016
Update its campus wide Wireless Network
replacing, updating, and installing new wireless access points across multiple buildings
AP location discovery
AP installation (replacements)
Visually identify and record the physical locations and mountings for all know Aps
within each building
Installing new brackets for access point
Reconcile physical discovery with Umass records
Make a determination on whick AP mounts may be reused and
which will require new mounts installed
BRAMAN CONSULTANTS
INDEPENDENT CONSULTANT 3/14 - 6/2016
Utilized team viewer to remotely access my client computers to make necessary changes in software and run virus removal
Spy-Ware/Anti-Virus Installation using Microsoft Security Essentials
Spy-Ware,virus, malware removal using Spybot and Malwarebytes
Remote Desktop Support with Teamviewer to make changes that were needed
Windows 7 Installation with Window 7 disk
Utilized Disk Cleanup to remove temporary files, remove a variety of system files no longer needed
Utilized Disk Defragment rearrange the data so computer run more efficiently
Utilized System Restore to restore computer's system files to an earlier point of time
oIt’s a way to undo system changes to files, such as emails, documents and photo
Assisted in Computer Assembly installing Motherboard, heatsink and power supply
Installed new hardware such as hard drives, DVD players and memory
Supports computer users with installation of basic hardware/software to meet personal computer needs
Diagnosed and troubleshooting basic problems with individual or multiple computers systems in order to maintain proper function
Identifying, troubleshooting, resolving and documenting user system issues
ATOS GLOBAL 4/12 – 3/14
SR DESKTOP SUPPORT SPECIALIST
Window XP to Windows 7 Migration
Assigning ticket severity
Maintaining ownership of service tickets throughout the life span of support request
Mapped network drives
Supports computer users with installation of basic hardware/software to meet personal computer needs
Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning
Respond to emails, remote access and telephone requests, using proprietary ticketing system supporting 350+ clients, with a focus on timely diagnostic and problem resolution in order to minimize downtime
Responsible for installation and upgrade of PC hardware and software, set up of new users
Build collaborative working relationships with the user community
Provide technical consultations to increase user IT skills and self-reliance
Position desktop support as a value-added resource to internal customers
Install and Restore Operating Systems using Windows disk
Excellent phone skills
Knowledge of Colleague applications to provide assistance when needed
Perform initial triage of all calls/requests/chats/online forms/walk-ins submitted to the Help Desk
Provide follow-up, keeping end-users up to date on status of requests
PREVAIL IT 1/12 – 4/12
IT TECHNICIAN
Maintained ownership of service tickets throughout the life span of support request
Provided end-user support with a focus on diagnosing and troubleshooting hardware problems on Dells and laptops
Installed and configured hardware, such as Motherboards, memory, daughterboards
Tracked and monitored requests through service tickets
Provided users with one-stop service solutions
Prioritized requests based upon operational impact
Provide follow-up, keeping end-users up to date on status of requests
NATIVE STAFFING 11/11 - 12/11
IT TECHNICIAN, Temporary
Served in a troubleshooting capacity covering workstations, laptops, desktops, and applications
Installed, configured, imaged, and restored workstations and laptops
TEK SYSTEMS 10/11 - 11/11
IT TECHNICIAN, Temporary
Resolved hardware and software problems, installed and configured laptops/desktops and repaired/upgraded PCs and laptops
Performed routine maintenance functions, such as system restore, disk cleanup and defragment
Performed required notifications and escalations
Performed incident investigation and diagnosis
Contact this candidate