Technical Support Desktop

JOHN GOODWIN

**** * ****** ****** #****, Las Vegas, NV 89123 Cell: 702-***-**** ***********@*****.***

SUMMARY:

Dell Certified and HP Certified

Security Clearance

Excellent communication, analytical and problem resolution skills.

Resolve errors in a timely manner or escalate issues and provide reporting to management.

Ability to read electrical schematics and comprehend diagnostic and repair instructions for data/telecommunication network and systems equipment.

Extensive experience with Help Desk and Desktop Support.

Excellent troubleshooting skills with attention details (able to think outside the box).

Understanding of TCP/IP, DHCP and DNS.

Proficient with Windows XP and Windows 7

Strong Knowledge of Dell laptop and repair.

Networking

A+

PROFESSIONAL EXPERIENCE:

IT Specialist August 2014 - present

MV Transportation, Las Vegas, NV

Provide basic in-person, over the phone and remote administration computer support

Desktop support specialist. Install configure hardware and software

Support end user connectivity and account setup for (Citrix, Crystal report and Orbital)

Troubleshoot hardware systems and software such as Windows XP, Vista, Windows 7,

Windows 8 and MS Office Suites versions 2003, 2007, 2010 and office 365 active directory

Manage File server and Print Server. Add and set up user for a specific folder

Upgrade switch from ISDN to 20m Fiber

Compare vendors to manage our internet speed with lower cost

IT/Desktop June – September 2014

MGM/Abtech, Las Vegas, NV

Responsible for software and hardware support for all the MGM property

Installing software Opera, Patron Management Outside View and Citrix

Assist in all client workstation installations, configuration, deployments, and relocation.

Migration (Windows 7)/Desktop Support February – May 2014

Expedia/AT-tech, Las Vegas, NV

Responsible for Migrating 500+ user to windows 7

Support end user after the migration with their application like outlook, IE favorites and printer

Reimaging workstation to windows 7.

2nd Level Support September 2011 – October 2013

McKesson, San Francisco, CA

Provide a 2nd level support for local and remote user

Active directory administration with end user accounts and their access permissions

Troubleshoot software application issues with our core business applications

Provide basic in-person, over the phone and remote administration computer support

Run Safe boot encryption and data backup

Proficient with the BMC remedy ticketing system

Helpdesk Support

Digital Realty (Data Center) San Francisco December 2010- May 2013

Level 1 helpdesk support our internal customer and vendor.

Colo Inspection, Review all open tickets.

Running cat 5 cable to customer colo. and cable patching to the switch.

Run test for connectivity

Technical Support Specialist II January 2011– March 2011

Razor fish/Publicis, San Francisco, CA

Windows 7 migration support

Assist with the assessment and deployment of new desktop applications using LANDesk Management to perform all client software installation

Remote desktop connection. Support remote client that need access or additional software installed

Using Active directory to manage user computers, resetting password and security

Zen works Net image for PC and Mac

Support Microsoft office 2010, Adobe pro, Symantec and Microsoft Outlook 2010

Level 2 Technical Support Mar 2010 to Nov 2010

Genentech, South San Francisco, CA

Project lead for Symantec Sep 11 antivirus deployment.

Deploy Symantec updates and patches using SCCM package.

Support Microsoft Office 2003 and 2007.

Install VMware with Xp image to Mac machine running snow leopard.

Reimage PC workstation and Mac.

Running active directory Adding user to the domain.

Install WebEx, gconnect, gmail and converting .pst file using o2m from pc to Mac.

Desktop Support Engineer Jan 2003 to May 2009

Citibank Technology Solutions Group (CTSG), San Francisco, CA

Respond to telephone calls, email, and personnel requests for Tier 1 technical support.

Provide technical and operational support for the day-to-day operations of Citibank's ATM, Dell PowerEdge servers, Cisco Routers, switches and Dell desktop.

Manage anti-virus, Web Mail applications, message filtering and error log tracking for network.

Keep track of all hardware/software inventory changes.

Perform all client software installations, configuration, and deployments

Assist in all client workstation installations, configuration, deployments, and relocations.

Experience supporting computer hardware and software in a Microsoft environment.

Expertise with Windows 2000, XP internals, Windows 7 and Mac 10.5

EDUCATION:

A+ Certification

Chabot College/Master Institute

San Jose, CA

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