Customer Service Desktop Support

Anthony M. Jackson

Burbank, CA *****

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

IT Professional A +, Network +, Security +, and CIW certified technician with over 12 years of experience in computer based operations and support. Areas of expertise include:

Pharmaceutical and government technical experience.

Installation, configuration, support and troubleshooting of desktop and laptop PC system components.

Installation, configuration, upgrading, maintenance, support and troubleshooting of XP, Linux, UNIX, Vista, Windows 7, Windows 8, 8.1, Windows 10 and Mac OS for both standalone and networked environments.

Knowledge of hardware and operating system components of LAN and WAN environments.

Defining network architecture; TCP/IP, managing and tuning corporate infrastructure.

Skills Base

Hardware: Installation, configuration and troubleshooting of desktop and laptop PC system components and devices. Experience in supporting and troubleshooting peripherals via serial, parallel, USB, IEEE-1394 and SCSI interfaces including monitors, dot matrix printers, inkjet printers, laser printers, tape backup systems.

Operating Systems: Linux, Windows 7, Windows 8, 8.1, 10, Mac OSX, Yosemite, El Capitan and Novell for both standalone and networked environments. NOS, 2010 Server, Microsoft Exchange 2010, Active Directory. Remote Desktop: VNC, DameWare, SCCM, and LANDesk to deploy applications and troubleshooting.

Network: LAN and WAN environments to include network interface cards, network cabling (UTP, STP, Coaxial, Fiber Optic), network protocols (TCP/IP, NetBEUI, IPX/SPX), network topologies (Bus, Ring, Star), hardware protocols (Ethernet, Token Ring, Wireless) and network equipment (hubs, switches, routers) VOIP (Avaya).

CIW Professional: Web (Apache, ASP, HTTP, ODBC), FTP (Finger, Telnet), news and mail servers (SMTP, NNTP, IMAP, POP3); configuring and deploying e-business solutions servers; monitoring and analyzing network performance; designing, managing and troubleshooting enterprise TCP/IP networks. DNS, WINS, Net BIOS, and SWAT configuration.

Professional Summary

Capstone Logistics – Chino Hills, CA Sept 2015 – Oct 2016

Contractor - Desktop Support Analyst

Windows 7, 8.1, 10 support.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

Build rapport and elicit problem details from help desk customers.

Prioritize and schedule Task/Tickets. Escalate problems (when required) to the appropriately experienced technician via SysAid.

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Test fixes to ensure problem has been adequately resolved.

Perform post-resolution follow-ups to help requests.

Develop help sheets and frequently asked questions lists for end users.

Knowledge of basic computer hardware, including: Dell computers and printers, Dell servers, and mobile devices (Tablets, Motorola MC9500, Cell phones).

Experience with desktop operating systems, including Windows XP, Windows 7, Windows Mobile 6.0 - 6.5, and Windows 8.1.

Extensive application support experience with Microsoft Office, Outlook, Web Browsers, Air Cards, Kaspersky Anti-virus Server, LogMeIn, Microsoft SQL Express, Crash Plan.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.

Experience with HP Equipment/Servers and Hyper-V preferred • Strong documentation skills.

Ability to conduct research into a wide range of computing issues as required, Ability to absorb and retain information quickly, Ability to present ideas in user-friendly language. Highly self motivated and directed, Keen attention to detail.

Proven analytical and problem-solving abilities.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Effectively multi-task on help request and other longer term projects.

Exceptional customer service orientation.

Experience working in a team-oriented, collaborative environment.

Seeks and participates in career development opportunities above and beyond training required by the company.

AEG Worldwide – Los Angeles, CA June 2015 - Sept 2015

Contractor - Global Desktop Analyst

Provide Level 2 support through assessing and assigning Help Desk request via telephone and email, ensuring that all trouble tickets are handled in a controller manner while interfacing with the user community.

Participate in multiple simultaneous IT projects and assist staff in obtaining technical alternatives and setting targets for generating deliverables.

Participate in managing AEG workstation standards, images and associated technology.

Participate with Application package deployments using Altiris Deployment Server and industry standard installation tools.

Participate in account management using MS Active Directory and Exchange.

Demonstrate excellent verbal and written communication skills

Provide excellent customer service via telephone and in person

Ability to learn quickly and work in a fast paced environment

Excellent interpersonal skills for interaction with internal and external staff.

Support for handheld data devices such as iPhone, iPad and Blackberry

Participate with managing and refining Virus response measures and mitigation.

Coordinate large desktop moves/deployments, application upgrades and new office setups

Support for critical business applications

Participate with the day to day Help Desk activities

Handles on-call work assignments and emergencies as required by rotating evening, weekend and holiday on-call schedule

Participate with other task, assignments or projects

High level of skill in installation planning

High level of skill in scheduling and resource management

Ability to analyze and seek solutions to complex problems

Ability to lift and carry computer equipment

Ability to develop and maintain positive working relationships

Ateb – Raleigh, NC February 2014 - June 2015

Desktop Support

Provide support for pharmaceutical developers, sales, analytical and support teams. Provide hardware and software support for Windows 7-8.1, MAC OSX, Yosemite, CentOS 6.

Active Directory management and configuration

Microsoft Office 2010, 2011, and 2013 installation and configuration

Microsoft Exchange management and configuration

VMWare vSphere installation and management

ShoreTel Phone Manager installation and configuration, ActiveSync, IPhone, Android devices.

TCP/IP configuration, patch panel, port setup.

Symantec PGP Encryption installation and configuration

JIRA ticketing system

Configuration of MacBook Pro, Dell, Lenovo desktops and laptops, tablets and phones (Android, IOS) for enterprise environment, including image creation.

DameWare, SonicWALL Net Extender VPN, ESET NOD32, SharePoint, Sage ACT, COTS Premium installation and configuration.

Maintain inventory of assets, Participates in ordering process for software and hardware.

Demonstrate excellent customer service and teamwork skills for multiple levels of expertise.

Reports directly to Vice President, CEO.

DataStaff – Raleigh, NC December 2013 – February 2014

NC Dept. of Transportation

Contractor - Desktop Support

Provide support for the DL ATS v17 upgrade at the Driver License Offices across the State of North Carolina, installation and maintenance of microcomputer hardware and software. Will provide hardware and software support to PC users within an assigned territory. Responsible for installing COTS products, In-House applications, product optimizing, ghosting, installation of PC’s, printers, scanners and other PC peripherals in a Government environment.

Support of Microsoft Windows 7

Support Microsoft Office 2010

Hard drive imaging processes

Support Exchange Email and Calendar with Outlook client

Imaging COTS applications

Ability to manage tasks and meet schedules

Demonstrate good organizational and communication skills, written and oral

Support of McAfee Anti-Virus

Credit Card Terminals installation and support.

Support of Adobe Acrobat

Demonstrate excellent customer service and teamwork skills in a DOT or Government environment

Disys – Raleigh, NC January 2013 – June 2013

NC Dept. Health and Human Services

Contractor - Desktop Support (Deployment/Migration Technician)

Make contact with customers to arrange deployment schedule using the Remedy ticketing system.

Image workstations to departmental specifications

Install additional COTS software as needed.

Guardian Edge, McAfee, Symantec, Adobe and Kaspersky Suite installation and configuration

Physically move each completed system to the assigned office location.

Migrate user data, settings and applications from old hardware to new hardware

Verify user has access to network resources as required (including wireless, VPN capabilities)

Provide basic instruction to user as needed

Verify functionality of new system

Remove old system as required

Provide updates for inventory controls.

Installation of local/networked printers

Installation of MS Office 2003, 2007, 2010

Configuration of MS Exchange

Troubleshooting, configuration of Novell Netware

Active Directory management

Excellent written and oral communication skills

Planning and organization skills

Excellent customer service skills and phone etiquette

Attention to detail

Ability to perform diagnostics on software and/or hardware

Ability to resolve routine and non-routine problems independently and in consultation with technical lead, peers and vendors

Experience using remote control software to provide desktop support (LANDesk)

Disys – Raleigh, NC July 2012 – November 2012

PPD Pharmaceuticals

Contractor - Desktop Support

Migration from windows XP to Windows 7 across global enterprise of 5000 users

Deploys and configures laptops (Lenovo) and related software (COTS, Med-V, Office 2010, Cisco AnyConnect VPN, SAS, Cascade, and Adobe Suite).

Ensures related documentation is accurate and complete.

Contact users, save and migrate data using Windows Migration Tool (USMT). Deploy and configure printers, scanners, & fax machines.

LANDesk for remote migrations.

Interface with network engineers, department managers and technicians at other sites to resolve any technical problems arising during process.

Active Directory, GTS Tools

The Select Group – Raleigh, NC February 2012 - April 2012

Salix Pharmaceuticals

Contractor - Desktop Support

Migration from windows XP to Windows 7

Deploys and configures laptops and related COTS software

Ensures related paperwork is accurate and complete

Image/reimage of laptop PC’s using Norton Ghost

Deploy and configure printers, scanners, & fax machines

IPad Configuration.

Numara Footprints

Pomeroy I.T. Solutions – Raleigh, NC September 2011 – February 2012

Bayer Crop Science, Research Triangle Park

Contractor - Desktop Support Specialist

Migration from windows XP to Windows 7

Identifies and repairs the cause of user’s computer problems

Deploys and configures personal computers laptops and related COTS software

Ensures related paperwork is accurate and complete

Image/reimage Desktop and laptop PC’s using Microsoft Deployment Tools

Data recovery

Configure and Deploy custom software for Bayer Employees and Staff

Deploy and configure printers, bank scanners, scanners & fax machines

Experience troubleshooting and configuring Lotus Notes

Adobe Suite Installation

Install and configure Cisco VPN Client

Blackberry Configuration

LANDesk

Guilford Technical Community College – Greensboro, NC December 2009 – August 2010

Contractor - Jr. System Administrator

Apply OS patches, COTS and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.

Upgrade and configure system software that supports GIS infrastructure applications or Asset Management applications per project or operational needs.

Maintain operational, configuration, or other procedures.

Perform periodic performance reporting to support capacity planning.

Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.

Maintain data center environmental and monitoring equipment.

Datatel and Novell (GroupWise) user setup, and management

Carolina Networks - Greensboro, NC February 2008 – November 2009

Contractor – Network Administrator

Installation, configuration, and maintenance of the organization's LAN/Terminal server and workstations.

Manages performance and maintains security of LANS.

Working with multiple hardware and software platforms at an intermediate level.

COTS installation.

Break/Fix

Volvo IT North America Greensboro, NC March 2006 – March 2007

Contractor – Help Desk Agent

Tier 2 and 3 level technical support in PC Operations that included hardware, software and networking for a user base of approximately 50,000+.

This included internal and external customers using applications and platforms provided by Volvo.

Engaged the customers to understand their requirements and expectations

Ensure all problems and requests were logged/ tracked in the Case Management system accurately, coordinated support to ensure issues were resolved in a timely manner.

Generated reports and analysis for customers and other Help Desk analyst. Work with my team to exceed the Local and Global KPI requirements that are assigned by management.

Resource Connection Network Winston-Salem, NC February 2006 – March 2006

Contractor PC Technician

Provided PC support for Wachovia Banking:

Installation and deployment of 1500 LCD monitors.

Carolina Networks Greensboro, NC January 2004 – February 2006

Contractor - PC and Network Technical Support

Provided technical support for multiple client projects which included:

COTS software, hardware installations and deployment activities.

Completed network cabling and punch down.

Assisting network administrator with server installation, adding computers to domain and user configuration.

Managed network for three remote sites.

Graham and Associates Greensboro, NC January 2003 – February 2006

PC Technician

Deployment project for the Guilford County School System that included:

Installation and deployment of PC’s, printers, and other network peripherals at approximately 30-35 schools

User and network configuration and connectivity.

Provided troubleshooting support for all hardware and COTS software.

TekSystems Greensboro, NC March 2005 – September 2005

Contractor - Team Lead Piedmont Natural Gas

Corporate wide PC and network deployment for Piedmont Natural Gas. Responsibilities included:

Serving as Team Lead and liaison between customer and Dell.

Assisted with the configuration and installation of network servers and PC desktop computers

Provided project reports including task completed and feasibility of additional computer deployments based on their technology needs in the future.

Conducted inventory control task via an internal asset management system for inventory control

Wake Forest University August 8, 2005 – August 16, 2005

Contractor - PC Technician

The Wake Forest University MBA Department required the following for this deployment project:

Configuration and deployment of Dell D610 laptops.

Imaging of the standard operating environment, asset inventory, configuration of users and profiles

Post deployment troubleshooting and problem resolution.

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Merz Pharmaceuticals March 3, 2005 - September 10, 2005

Contractor - Desktop Technician

Provided technical support in and participated in the installation of PC hardware, software and network access for Merz Pharmaceuticals. The Project included:

Configuration and installation of PCs to the Merz network environment, troubleshooting and diagnostics

Assisted LAN Administrator setting up users on the Domain, assigning rights and permissions using Active Directory.

Provide Help Desk services for internal and remote users.

Supported daily operations for Sales Force Automation (SFA) applications.

Configuration and maintenance of all mobile hardware associated with SFA.

Developed and maintained computing asset/inventory tracking database.

Ensure software compliance through audits of the corporate computing environment.

EDUCATION

IFCTCC Raleigh, NC

Dreamweaver Course www.ifctccraleigh.org/

Guilford Technical Community College Jamestown, NC

HTML-Web Design

MILITARY

U S Navy Port Hueneme, CA

IT TRAINING AND CERTIFICATION

IT Training & Solutions, Inc. Greensboro, NC

ProSoft CIW Security Professional

ProSoft CIW Server Administrator Certification

ProSoft CIW Internetworking Professional Certification

ProSoft CIW Professional Certification

CompTIA Network+ Technical Certification

CompTIA A+ Technical Certification

CompTIA Security+ Technical Certification

ADDITIONAL EXPERIENCE

Nordstrom’s – Deployment of registers and credit card scanners, through Roll Outs.

Wachovia – Deployment of Dell computers and installation of Lotus Notes as Dell Representative.

PrimeCare – Setup, troubleshooting, and installation of Healthy Advice Networks, Special Projects Division of IBM.

Burlington Industries – Setup, installation, of Dell computers in addition to asset inventory.

Contact this candidate