Desktop Support Analyst
Resume:
ROBERT F. CONDON
*** ***** ***** ******, *******, TX 77060 *******@*******.*** 281-***-****
DESKTOP SUPPORT ANALYST
Solutions-driven professional with 4yrs and 11months experience in providing technical support for a global company with 2400+ end-users. Experienced in identifying root causes so end users downtime is minimized. Adverse in relaying complex technical concepts to users in regards to technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal and communication strengths. Work well in a team environment and display strong work ethic and leadership.
(Please see attached Letter of Recommendation)
AREAS OF EXPERTISE:
Troubleshooting software/hardware
End-user Training & Support
Client Relationship Management
Conflict resolution
VPN/Wireless Connectivity
Leadership
Root Cause Analysis
System Implementation
Rapid Ticket Response Times
Power Point Detailed Documentation
Mentoring
TECHNICAL PROFICIENCIES:
Certificate of
Completion:
CompTIA A+/PC Hardware, Microsoft Desktop Support Technician
ITNWC, Microsoft windows 7 configuration, Cisco Network Fundamentals, Cisco Routing & Protocols Concepts, Cisco Lan Switching, Cisco Wireless and Accessing the WAN
Platforms:
Windows 7,8,8.1,10, Mac OS El Capitan, iOS, Android
Hardware:
Dell / HP desktops and notebooks, iPads, Mac, Android Tablets/Phones, Printers HP & Toshiba’s, Scanners, Digital Projectors
Applications:
DRA, SCCM, SCSM, Cisco VPN & Any-connect, Cisco Call Manager /Cisco Jabber/ Orion/ Microsoft Office 2010-2013-Office365, MSCloud, Dropbox, Browser’s Edge, IE11, IE9, Chrome, Mozilla, Safari, CRM, Symantec Ghost, Antivirus Norton Internet Security, SCEP & Defender, Remote Desktop & Assistance, JD Edwards, Citrix Receiver, IBM ISeries, Viewpoint and AS400 among others
PROFESSIONAL EXPERIENCE
STEWART & STEVENSON, LLC, Houston, TX 7/2015 – 11/2016 Laid-Off
Analyst-Desktop Support Network Operations Manager: Stacy Rohne
Trained/Mentored departmental staff in company policy and procedures pertaining to imaging, software/driver installation, troubleshooting software/hardware, system diagnoses and hardware replacement, inventory control, and system warranty processes.
Provide technical support for 2400+ end users and ensuring proper maintenance of workstations, printers, and peripherals.
Outperformed peers by maintaining outstanding record of technical support service in resolving majority of all ticket incidents without escalation to higher tier management support.
Substantially increased security and performance of systems by initiating installation of new software and critical operating system updates.
Reduced user callback rate by 60-70% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions
Increased departmental efficiency and reduced operational costs by automating several routine database management tasks by creating a routine checklist
Recommend new best practices to improve performance and minimize risk
STEWART & STEVENSON, LLC, Houston, TX 1/2012 – 7/2015
Desktop Support Specialist/Site Rep Network Operations Manager: Stacy Rohne
Reduced user callback rate by 65% + through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.
Technical support of application conflicts and resolution
Implementation of new software
Network Trace and patching of ports
Installation of Wi-Fi Access Points
Support of Engineering software (AutoCAD2013-15, Inventor, DWG True View and Design review)
System replacement/upgrade management
VPN/Offsite tech support and troubleshooting (DDDL, John Deere and MTU DiaSys Software)
STEWART & STEVENSON, LLC, Houston, TX 9/2002 - 1/2012
Collections Coordinator II Corporate Manager: Mike Ryan
Customer relation/management of Multi-Million dollar accounts
Handled Software upgrades and Implementation for AR/Credit Department
Efficient in Get-Paid, AS400 and JD Edwards Oracle base accounting software
D&B Account Management - Overview/Reporting
Problem resolution
Cut DSO by 70%
Trained/Mentored departmental staff
EDUCATION & TRAINING
STORMWIND - 2014
BASIC INTERNET SECURITY AWARENESS CERTIFICATE OF COMPLETION MICROSOFT WINDOWS 7 CONFIGURATION CERTIFICATE OF COMPLETION LONESTAR COLLEGE KINGWOOD - 2011
COMPTIA A+ CERTIFICATE OF COMPLETION
MICROSOFT DESKTOP SUPPORT ITNWC CERTIFICATE OF COMPLETION
LONESTAR COLLEGE TOMBALL - 2010
CISCO CERTIFIED NETWORK ADMINISTRATOR (CCNA) CERTIFICATE OF COMPLETION
REAGAN HIGH SCHOOL - 1989
HIGH SCHOOL DIPLOMA
To Whom It May Concern:
Robert Condon has been employed by Stewart & Stevenson LLC for a significant timeframe and within my supervision since 2014. During that period, he demonstrated an excellent capacity to quickly grasp new concepts and technologies, and has sought to gain additional responsibilities.
Robert has a very strong grasp of technology. He understands the fundamentals our systems and software, how they are deployed, and how our users interact within them. He can relay technical information to our users in a very accessible way and makes the most of our technology to provide solutions and gain results.
Robert has been a strong, cultural fit within his peer group, always willing to lend a helping hand.
It is unfortunate for Stewart & Stevenson LLC that, due to economic constraints, we must restructure our organization and lose valued employees such as Robert. I would recommend him without reservation for any position or career that he may choose to pursue.
If you have any additional questions, please do not hesitate to call or email me. Sincerely,
Stacy Rohne
Manager, Network Operations and Support Stewart & Stevenson LLC *.*****@****.***
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