Help Desk Technician
Resume:
Aaron Jones
Cell 513-***-****
Knoxville, Tn 37931
********@*****.***
Qualifications
•Extensive experience in Technical Customer Support.
•Expertise in level 2 support for hubs routers servers for multi-site enterprise
•Network and A+ certification NRI McGraw Hill Microcomputer/Microprocessor Certificate 1989-1991
•Proven Integrity in supporting internal issue on highly secured banking enterprise LAN
•Extensive in VPN remote access, using Citrix client with VASCO hard token
•Experience installing and resolving HP and Lexmark printer issues
•Experience supporting palm pilots and blackberry PDA’s and using Ghost and Power Qwest software
•Experience setting up and installing HP switch and Cisco routers
•Experience using network analysis, management and performance monitoring tools
•Experience using switches and routers for trouble shooting connectivity issues.
•Experience supporting lotus notes for 3 years
•Experience with SNORT and Wire Shark
•Experience with Hyper V Manager
•Experience with MassA360 MDM
•Experience with Microsoft System Center Configuration Manager
Colabera June to present
Service Desk
Take incoming calls and create ticket for the issue.
Trouble shoot the issue and resolve the it or send the ticket to the appropriate team .
22nd Century March 14 2016 to June
PC Technician
I am on a refresh project for the DOE, duties are imaging desktop and laptop computers.
Resolving issues that may pop up.
Ensuring they have all the software and legacy peripherals installed that were present before the refresh.
Adding the hostname in AD
Work History
ATOS, Mason, Ohio Nov 2010 to Feb 20, 2015
Level II Help Desk Agent
Member of a Help Desk admin team for Siemens.
•Duties were user account creation, printer and folders access, exchange issues like distribution list and shared mail boxes. Also support lotus notes 8.5, SAP and software installation, remote access with the following clients, RSA TOKEN, Nortel, Juniper, Cisco and CITRIX.
•Supported ipads and androids for issues with accessing email, sometimes there were setup correctly with mobil iron.
•Had access to routers and switch for trouble shooting connectivity issues between Siemens offices.
•Imaged laptops for user in various departments and was part of the windows 7 role out team.
Fifth Third Bank, Florence KY Nov 2007 to Nov 2010
IT Analyst I
•Duties are talking incoming calls from various banking institutions for ATM and authorization links.
•Assisting ATM technicians while trouble shooting issues.
•Use Remedy software to track each incoming and outgoing call.
•Log in to routers to verify communications
Oak Hill Banks, Mason, OH Feb 2005 to Nov 2007
PC / Network Technician
•Duties are taking calls from banks employees using Dame Ware to connect to their machines and trouble shoots the issue.
•Troubleshoot network connectivity issues by login onto HP ProCurve switch and Cisco routers.
•Rebuilding computers configure HP ProCurve switch if a replacement is needed.
•Provide maintance for HP and Lexmark printers by replacing defective parts
•Some common issues were fuzzy print letters or graphics usualy caused by the paper itself. Varible print density can be caused by contacts on the photoreceptor or developer roller may be dirty.
•Black pages was another common issue caused by charger corotron is broken or not properly connected.
•Provisioning and management of phones with AT$T and MassA360 MDM.
Fifth Third Bank Jan 2000 – Feb 2005
Fifth Third Bank, Hebron, KY July 2004 to Feb 2005 Fifth Third Bank, Florence KY Nov 2000 –July 2004 Help Desk Support Specialist II
Essential Duties & Responsibilities:
•Provide 2nd level support for all issues called into 1st level helpdesk associates
•Interface extensively with end users, peers, computers technicians and other Bancorp personnel for the resolution or escalation of desktop related problems
•Analyze and evaluate reoccurring problems and make improvements recommendations to management.
•Assist with all aspects of technical support, including onsite visits as needed
•Play a key role as an individual contributor on projects with varying levels of complexity
•Monitor and resolve case tickets in the group queue on a daily basis. Follow through on all
•Outstanding case tickets with a 24 hour of receipt and ensure that all service levels agreements are met
•Maintain accurate records and calls logs for management reporting. Assist with adding detailed updates to the help desk knowledgebase software.
•Instruct end users in the appropriate use of equipment, software, and or reference materials.
•Mentor level one desktop support staff
Fifth Third Bank, Cincinnati, OH Jan 2000 to Nov 2000 IT Service & Support Technician
Provide maintenance and repair of HP printers and installation of computer hardware, network and voice systems.
Essential duties & Responsibilities:
•Configure, deliver and install computer, network and telephony equipment.
•Refurbish, assemble, diagnose, repair and test related hardware.
•Maintain neat labeled and orderly wiring for workstations and communication closets.
•Interface with end user and support staff for determination, resolution and escalation of assigned support issues
•Maintain accurate inventory records of repair, relocations and installations.
•Check for work orders on a daily basis.
•Assist additional information Technology groups as needed
•Work overtime and on call availability as required and maintain pager contact during working hours when on call.
•Provided mantaince on HP and Lexmark printers by replacing fuser, roller assembly', paper pick up roller, ECU board and laser scanner units
EDS, Oak Ridge, TN 1997 - 2000
•Take incoming calls to support Toshiba notebook and desktop computers.
•Obtain information about the problem and enter it into the database software.
•Ask customer about any recent hardware or software installations
•Troubleshoot supported hardware examples could be modems, Motorola cell phones used for internet access.
•Give customer instructions to resolve the problem or an RMA number to have hardware replaced.
Automated Weather Specialist, INC, Knoxville, TN 1996 - 1997
Electronic Technician
•Troubleshoot and resolve hardware and software issues on microprocessor based automated weather systems for the state of Tennessee.
•Perform diagnostics with multi-meter, O scope, frequency counter, wattmeter and software.
AAI/SMI, Hunt Valley, MD 1990 - 1996
Electronic Technician
•Assemble and trouble shoot if issues are found on systems installed at various airports in the U.S., using multi-meter, voltage standard to calibrate the power supplies and analog to digital boards
•Used O scope wattmeter frequency counter to check frequency modulation and power output of GTA radio.
•Test telecommunication equipment such as, codex modems, 28.8 modems radio frequency and fiber optic modems also.
•Installed QNX operating system on automated weather systems prior to being installed in the field
•And report all issues found to the hardware and software departments.
•Also assisted LAN administrator rebuilding computers ran coax and cat5 throughout the building.
AAI/ESI, Hunt Valley, MD 1986 - 1990
Weapons Tester/ Technician
•Perform durability, environmental and toxic fumes test on various weapons systems such as 155 self- propelled and field gun.
•Install gun mounts sensors and tracking devices using a 15 ton crane.
•Also tested 9mm pistols, MK19 40mm Machine Gun, General Dynamics 20mm M61 rotary cannon,
•25mm M242 Bushmaster cannon and 120mm gun for the M1A2 Abrams Main Battle Tank and various other weapons systems.
•Obtained security clearance for this job.
USMC 1976 to 1982
References
Fred Bridges 513-***-****
Neepa Patel 513-***-****
Joe Kohlmeyer 513-***-****
Erik Mullins 740-***-****
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