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Technical Support Service

Location:
Scottdale, Georgia, United States
Posted:
January 31, 2017

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Mickey Lattimore

acyk12@r.postjobfree.com

678-***-**** or 404-***-****

Professional Technical Support Specialist

Seeking a position as a Helpdesk/Technical Support Specialist and/or Field Engineer where my work background experience in IT break/fix industry and customer service can be utilized to add value to the organization while progressing in my career goals.

Education

DeVry Institute of Technology - Atlanta, GA

B. S. in Computer Science

Certifications

A+ (CompTIA)

Essintial Professionalism (ITSA Independent Technician Standards Association)

DCSE Service Call Essentials Dell

APS- HP Commercial Desktops, Workstations & Notebooks

IBM Blade Servers

Basic Lexmark Printer Certification

Blue Ribbon Certification

Work Experience

Modis(Contractor at InComm)

Dec 2016 – Jan 2017

Desktop Support Analyst

Installation of required software application

Monitoring of service records request via Service Now ticket application

Performed duties as a Desktop Support Analyst on the laptop replacement project.

Imaging units based on machine types, drive encryption

End-User windows network and outlook profile setup

Robert Half Technology(Contractor for Compucom)

Nov 2015 – Dec 2016

Desktop Support Analyst

Work as a Support Technician on two on going projects one with Wells Fargo uninstalling/reinstalling

end-user workstations and providing technical support for any

issues the end-users encountered.

The other project entailed memory upgrade for the Dell 9030 AIO’s systems for Home Depot and POS software upgrades for Gander Mountain Stores.

Randstad(Contractor for Xerox)

Jun 2015 – Nov 2015

Client Support Technician

Performed printer configurations, deployments for the Dekalb County Government, APS and businesses within the Metro Atlanta area.

Field Nation/Essintial(Independent Consultant Contractor)

Feb 2015 – Jun 2015

Desktop Support Engineer

Provide day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Performed Installation, configurations, troubleshooting/repairs of desktop systems, workstations, servers, network switches and routers, i.e. Cisco, Centurylink, Sonos, Milans, Belkin and Netgear.

Maintains passwords, data integrity and file system security for the desktop environment. Break/fix diagnostics and troubleshooting of hardware issues, network connectivity issues related to desktops, laptops, servers, pos and printers within MS Windows environments.

Perform hardware/software upgrades for desktops, laptops, servers, pos and printers.

Perform software backups and installations, OS/data migrations, VOIP and configuring wireless and cable networks, printers, workstations, laptops, pos, peripherals and documenting of service records.

Apollo Professional Solutions (Contractor with Apex for Suntrust Bank) Atlanta, GA

Apr 2014 – Sept 2014

Client Service Support

Perform break/fix troubleshooting, diagnosing hardware, software and network connectivity issues for end-users. Remotely connecting to end-users located not in house to resolve software and or hardware issues within MS Windows environments.

Performed data backup/restores and rollouts of new employee’s laptops and desktops. Ghosting images, installed applicable software applications, configured internet security settings and set up end-user outlook email accounts and verifying user’s credentials and rights using Active Directory.

Perform asset management of new equipment received, updated Asset Management Database using the Microsoft Access Application. Performed Win7 migrations using SCCM. Perform T1/voice service diagnosis with in-house phone systems.

Field Nation/Essintial – New York, NY Barrister Global Services Network - Hammond, LA, Onforce – Lexington, MA, WorkMarket – New York, NY

Independent Consultant

Sept 2010 – Apr 2014

Perform break/fix diagnostics and troubleshooting of hardware issues, network connectivity issues related to desktops, laptops, servers, pos and printers within MS Windows environments.

Perform hardware/software upgrades for desktops, laptops, servers, pos and printers.

Perform software backups and installations, OS/data migrations, VOIP and configuring wireless and cable networks, printers, workstations, laptops, pos, peripherals and documenting of service records.

Yamaha(Contractor with Tempus Technical) Atlanta, GA

Dec 2007 – Sept 2010

Helpdesk/Desktop Support

Perform rollouts of new employee laptops, desktops, ghosting images. Installation of applicable software applications, internet security settings and setting up end-user outlook email accounts, data backups and migrations.

Performed break/fix troubleshooting and diagnostic for network connectivity, hardware and software issues related to clients/customers equipment.

Setup, configuring employees Smartphone’s and wireless air cards.

Asset management and tracking of new equipment received, updated Microsoft Access Database.

Providing hardware and software support to in house end-users, and remotely connecting to end-users located not in house to resolve software and or hardware issues within a MS Windows environments. Performed break/fix hardware/software troubleshooting and diagnosis on clients/customers IT equipment.

Halifax Corporation - Alexandria, VA

Feb 2005 – Dec 2007

Senior Service Engineer

Perform Break/Fix and Customer Support for 50-1000 users operating desktop workstations within a Windows 98, XP platform environments. Performed diagnostics and troubleshooting issues related to network connectivity, hardware and software.

Ordered parts required to repair and or upgrade desktops, laptops, servers, pos and printers. Perform software installation and upgrades, configured networks, printers, workstations, servers, pos, laptops, peripherals.

Perform ticketing, time management and customer services processes, contacting customers/clients with updates of service level agreements and documenting service records.

IBM - Atlanta, GA

May 2002 – Feb 2005

Technical Support Agent – Tier II

Help Desk Support Representative within high volume call center on a team of 30 or more providing support for SSR and FSR within MS Windows environments. Assisted engineers with diagnosing and resolving hardware, software and network connectivity issues related to desktop, pos, and servers.

Perform time management processes contacting customers/clients with updates of SLA’s and documenting service records.

Logged and created service calls for specific machine types and placed parts orders for technicians delivery pick up zones using CAD, Clarify, IDS, Infotips, CDT Tools, PEW, Orbits and the Internet.

Barrister Global Services Network - Buffalo, NY

Sept 1999 – May 2002

Field Service Engineer

Field service engineer on a team of three

Perform Customer Support/Client break/fix for 50-100 users operating desktop workstations within a Windows 3.x, 95, 98, NT, Novell 3.x and 4.0 platform environments.

Perform diagnostics /troubleshooting of hardware and software issues. Ordered parts required to repair and or upgrade desktops, laptops, servers, and printers. Perform software installation/upgrades for workstations, laptops, servers and pos systems. Setup networks, printers, server, pos system, desktop, laptops and peripherals/ documented service request forms.

Inacom Information Systems – Atlanta, GA

Apr 1995 – Sept 1999

Senior Service Technician

As a support representative on a team of 50 supporting 300-1000 internal and external end users within MS Windows environment

operating workstations within a Windows 3.x, Windows 95, Novell 3.x and 4.0 platforms. Performed break/fix diagnostics and troubleshooting of hardware and software

Ordering parts required for repairing and upgrading desktops, laptops, servers and printers.

Configuration, installation and deployment of printers, desktop, laptops, servers, peripherals and updating service documents.

Military History

United States Army

Honorable Discharged 1983

Military education: PNOC, BNOC, Air Assault

Medals/Awards: ARCOM, Training Expert Badge, Overseas Campaign Badge



Contact this candidate