Help Desk Support

Michael Boulware (CompTIA A+)

*** *. **** ***. *********, MD 21230

Cell: 443-***-****

Email: **********@***.***

Summary:

IT Professional with 7 years’ of experience in providing PC Support, Hardware/Software installation and Help Desk

Strong experience in executing daily troubleshooting and upgrades of office automation equipment (i.e. Macs, PCs, printers, HP laserjet, daskjet, terminals, etc.)

Perform technical analysis, and troubleshoot PC-based errors including hardware, OS, BIOS, firmware, software, compatibility, reliability, & performance

Extensively worked on performing maintenance, configuration, set-up and troubleshooting of desktops, laptops, workstations and network printers

Strong experience in monitoring and tracking upgrades, fixes, etc. For PC platforms, Monitor and tune PC platform configurations for optimal performance, Maintaining inventory for all PCs and related equipment

3 years’ experience on a help desk servicing the client’s hardware and software needs and determining the best solution to fix their problems, extensive use of the Unicenter Database, performed at level of the Help Desk III

Interact with clients at all levels of the organization for preventative support issues

Resolve all hardware & software-related technical problems

Three years’ experience providing networking support, Active Directory, adding and removing computers and printers from the network, setting passwords, profile changes and application updates and Google environment

Knowledge of LAN Network system setup, WAN=s, TCP/IP Protocol

Perform installation and maintenance of LAN cards and other peripherals

Network Plus Training, Advance knowledge of Win NT, 2000, XP, Vista, Windows 7, 8.0 and 8.1

Provide telephone direction and support on operational or maintenance aspects of system equipment.

Support specialized project development activities associated with the computer environment

Hands-on experience in providing field service or bench-level repairs on PCs and peripherals, providing memory management support, performing on-site installation, servicing and repair of equipment and provide driver development support

Uncover critical unit failure points generated from customer usage, and feed the engineering and development teams

Education:

Towson University, Maryland 1981

Bachelor's Degree

Certification:

CompTIA A+ 1998

Professional Expereince:

Sigmun &Summerfield Associates., Inc., Towson, MD Jan 2016 - Apr 2016

IT / Helpdesk Specialists

Responsibilities:

Trouble shooting hardware and software issues for the Baltimore City School System

Reset passwords and installed software as needed

Solve technical issues remotely and preformed desktop support when needed

Handle high volume call center using Heat Database Ticketing

Used Active Directory on a daily basis

Unemployment Compensation May 2015 - Jan 2016

DK Consulting, LLC, Colombia, MD Oct 2011 - May 2015

IT / Helpdesk Technician

Responsibilities:

Hands-on experience in providing technical support for Windows 8.0 windows 8.1.

3 years’ experience in providing technical support for Windows 7

1 year of experience with Android mobile devices and 6 months experience with Apple Mac.

Extensively worked in providing support for personal computer operating systems and software packages for word processing,, spreadsheet, communications, graphics, database, and other applications; in evaluating personal computer hardware, software and services to resolve user needs

Hands-on experience in diagnosing and resolving personal computers hardware and software problems for the user.

User needs are reviewed for evaluation of personal computers hardware and software to provide solutions to user needs and directing them to the right department.

Handle approximately 60 calls a day at Dept. of Human Resource from maintenance to server software and hardware. Using computer skills ascertain what the problem is and direct them to the appropriate group.

Science Application Inc. Co., McLean, VA Mar 2011 - Oct 2011

IT / Helpdesk Support Specialist III

Responsibilities:

Under direct supervision of the Help Desk Team Leads and the Help Desk Manager, I am able to respond to all PC and network issues that are escalated from any Help Desk team member or manager/lead-or from other ticket creators.

Extensive experience in displaying senior level knowledge of PC and networking troubleshooting ability.

The ability to quickly communicate and comprehend customer’s needs is critical to this position.

Expereince with the ticketing system and problem management processes. The ability to listen, isolate, research, resolve (or escalate), and follow up on issues is essential. Three years experience working on printer, laserjet and deskjet.

Science Application Inc. Co., McLean, VA Aug 2009 - Mar 2011

IT / Helpdesk Support II

Responsibilities:

Working at Walter Reed Army Medical Center I performed Help Desk II support, receiving tickets from Help Desk I team that has been unresolved. Calling user and determining best course to resolve the issue. This involves providing remote to the computer using the CA Unicenter or to visiting user at their office.

Tickets are completed or escalated to Network Team.

Troubleshooting skill is used to determine and break-fix the computer and printer problems. Computers were imaged using Ghost.

Strategic Resource, Inc., Falls Church, DC May 2007 - Aug 2009

Help Desk Support I & II

Responsibilities:

Extensively worked on troubleshooting PC and network problems was a daily routine.

Working at Walter Reed Army Center, I performed Help Desk Tier I & II support, receiving calls for pc support and network, escalating calls from the help desk level 1 to level 2 and 3.

Experience with the Unicenter Desktop Server Management System. Problem solved through help desk ticket system. Have an ability to communicate effectively both written and orally.

MD Institute College of Art, Baltimore, MD Jul 2004 - May 2007

PC Technician

Responsibilities:

Responsible for setting up clients on PC which have been imaged using Ghost, setting system on network and creating network and shared printers, installing hardware and software, removing viruses and anti-spyware, repairing hardware and software, fixing connectivity problems with Outlook and the Network, upgrading systems to XP and Vista. Three experience working on laserjet and deskjet.

Help Desk Support II using the IssueTrak System.

Veritas Software, Vienna, VA May 2003 - Jul 2004

Combo Admin

Responsibilities:

New and old Laptops were imaged using Ghost Server.

Responsible for backing up network and adding and changing user accounts. Laptops and Desktops were set up using Virtual Private Networks and LAN/WAN connectivity.

Experience with migrating NT, W2K, XP, Win 2003, and the Office suite products.

The Remedy help desk was used for documenting calls.

University of Baltimore, Baltimore, MD Jul 2000 - May 2003

IT Technician

Responsibilities:

Extensively worked on setting up and the installation of new and used systems and recording them on an access database was a daily routine. By working with the clients directly was able to determine what was needed whether it was repair, replacements, software help or getting them back on the network in a University School environment. Three years experience working on laserjet and deskjet.

Software was imaged with Win 98 to Win 2000; there were over 500 end users.

Three years in a help desk environment using a Heat SQL Database. Servicing labs, faculty, and staff with their hardware and software needs.

IMAP was updated to Outlook and the Exchange Server. Users were trained on MS Office, Acrobat Reader, Simeon, SPSS, Word Perfect 2000, FTP-32, Norton Anti-Virus 7.0, Real One Player, Quick Time 6.0, Shockwave, VT320 Terminal Emulator, Netscape, Explore 6.0, Lotus 123, Power Archiver 2000, and other corporate based software. Network technicians were consulted on log in problems and profile errors.

Southside Computers, Baltimore, MD Sep 1997 - Jul 2000

Field Service Technician

Responsibilities:

All types of Computers and Printers were serviced, servicing Packard Bell/NEC, Compaq, Apple/Macintosh, CTX, Phoenix, IBM, Proteva, HP, Canon, Epson, Lexmark, HP computers and printers Etc. and Networks too.

As a Field Service Technician services were done for Warrentech, Computer Support Services, Micro Warranty, Tanda, TPM, AON Innovative Solutions, and Techforce.

Contacting customers and setting up appointments to diagnose repair, upgrade and clean computers, printers, and networks was standard procedure, plus assist Gold Technicians in installing network systems for large Corporations.

Awards/Honors:

An Employee of the Month Award for closing the most tickets while working as a Help Desk Support Tier II at WRAMC.

A Metal of Excellence was given at WRAMC for work well done.

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