Desktop Support Customer Service

Darren

Hargrett Jr.

***** ***** ****** **.

Apt#6012G

Houston, TX 77077

Cell: 281-***-****

Home: 260-***-****

*********@*****.***

Computer Skills:

• iPhone

• Blackberry

• Androids

• VSphere

• Cisco

• Cisco Finesse

• Cisco AnyConnect

• Cisco Jabber

• TMOS

• Citrix

• Cisco IP Phones

• Surface Pro & Book

• Air watch

• Touchdown

• Team track

• Dell Defender

• WebEx

• Windows 7

• Windows 10

• Smart Deploy

Key Skills:

• Technical Support

• System Configuration

• Software Installation

• Active Directory

• Remedy / Break-Fix

• Office Suite

• Mac & PC OS

• Remote Desktop

• End User Support

• Help Desk

• System Admin

• Team Viewer

• Troubleshooting

• Desktop Support

PROFESSIONAL SUMMARY:

Striving to exceed expectation by delivering quality service while maintaining customer service in all interactions.

EDUCATION & CERTIFICATION

Electronic Technology Diploma (3.9 GPA), Remington College – Houston, TX Received 01/2014

Apple Care Certified, November 2013

PROFESSIONAL EXPERIENCE

Universal American 07/2016 to Present

Tier 2/3 Helpdesk/Desktop Support

• Pay attention to customers’ descriptions of their computer problems.

• Ask customers questions to properly diagnose the problem.

• Walk customers through the recommended problem-solving steps.

• Set up or repair computer equipment and related devices.

• Train users to work with new computer hardware or software, such as printers, word-processing software, and email.

Houston Community Newspaper 10/2015 to 7/2016

Junior System Administrator

• Followed maintenance protocols to ensure systems are secure and ready for users.

• Maintained network servers such as file servers and VPN gateways.

• Maintained and troubleshoot devices and systems, hardware and software.

• Documented system performance, bugs, debugging and program requirements.

• Created VM for new users, also setup user in Active Directory. NASA 02/2015 to 08/2015 (Contract)

Tier 2/3 Helpdesk/Desktop Support

• Supported LANs, WANs, and network segments systems.

• Provided customer and network administration services.

• Constructed, edited and tested computer programs.

• Performed repairs of 30 plus PC’s at the premises.

• Installed Citrix VM on users HP Thin Client.

• Setup emails on users iPhones and Android devices. A.I.G. 10/2014 to 12/2014 (Contract)

Tier 2/3 Desktop Support

• Performed desktop and laptop backup and restores.

• Reimaged Operating Systems from XP to Windows 7.

• Configured Outlook, lotus notes, and recover PST. Files.

• Used USMT to migrate users data and profile.

• Performed installations of Antivirus and Encryption software.

• Installed software and hardware that end users requested.

Contact this candidate