Technical Support

PROFILE

• Computer proficiency: Windows XP, Windows 7, and familiar with Windows 10. Also used Microsoft Office 2000/2010/365, Citrix, NoteMaker, Lotus Notes, and TrackIT! Ticketing systems. Remote Assistance tools include Dameware, and LogMeIn

• Knowledge of network setup and installation, as well as various peripherals, wireless devices and protocols

• Experience with Active Directory account management via security groups, passwords, and disabling accounts

• Implementation and administration of Microsoft Windows security and how it applies to network, system and domain policies

• Experience with Transmission Control Protocol/Internet Protocol network analysis and troubleshooting as it applies to the Microsoft Windows environment

IT CERTIFICATIONS

• Microsoft Certified Professional

• CompTIA A+ expired 04/15 in process of independent recertification

• CompTIA Network + expired 05/15 in process of independent recertification

EDUCATION

New Horizons Computer Learning Center, Carmel, IN 2012

• CompTIA A+

• CompTIA Network +

Colorado Technical University Online, 2005

• Bachelor’s of Science in Business Administration for Information Technology

Computertraining.com, Richmond, VA, 2004

• Microsoft Certified Professional

EMPLOYMENT

Adult and Child Mental Health - Indianapolis, IN – 07/2012 – 02/17

Support Analyst

•Provide technical support services to users in the headquarters, local, and remote office locations.

•Managed over 1000 cell phones, USB modems, and LTE laptops with Verizon for a $450,000 account

•Established spreadsheets and documentation for new hire, termination, and inventory management

Provide support over the phone, through e-mail, and in person.

Support all applications and equipment and all employee levels from executive level down. Answer calls in busy office, configure and deploy Mobile and Desktop Thin Clients as well as PC's and laptops.

Repair and trouble shoot computers, thin clients, laptops and peripheral equipment.

Configure and deploy android and iPhones, Surface tablets as well as setup conference phones and video conferencing equipment.

Create procedures to deploy and track large MiFi inventory as well as Surface tablet pilot and deployment.

Support Citrix Zen App environment with 650+ users. Deploy laptops via using Microsoft Deployment Tools images.

Hamilton Center Inc., Indianapolis, IN Nov 2007 – Jul 2011

Information System Generalist

• Provide technical support services to users in the headquarters, local, and remote office locations.

• Accountable for reimaging computer systems when the need is required.

• Possess superb customer service skills and telephone etiquette.

• Troubleshoot PC’s, Thin Clients, Laptops, Printers, and Software.

• Install and perform repairs to hardware, software, and peripheral equipment to include Voice over IP phones.

• Maintain inventory and procedural documentation

National Employment Services, Plainfield, IN June 2006 – Nov 2007

Hewlett-Packard Quality Assurance Agent

• Manage four to twelve Customization Technicians to ensure duties are performed correctly

• Responsible for quality inspections of customized computer systems

• Accountable for proper image, hardware, and software installations

• Trained section leading to consecutive top technician awards

• Redefined the use of quality assurance agents by dual duties saving the company expenses.

CallTech, Fishers, IN Sept 2005 - June 2006

Tier 2 Technical Support Agent

• Troubleshoot broadband connection of DSL for Verizon using Remedy ticketing program, NoteMaker, and Citrix remote assistance tools

• Respond and diagnose problems through incoming phone calls

• Provide support to end users on a variety of issues

• Identify, research and resolve technical problems

Fry’s Electronics, Fishers, IN Feb 2005 - May 2005

Electronic Components Accessory Sales Associate

• Stocked shelves and took inventory of computer components

• Provided exceptional customer service to customers

• Assembled computers and installed hardware

College Student Feb 2003 - Jan 2005

John Randolph Medical Center, Hopewell, VA Feb 2002 - Oct 2002

Medical/Surgical Unit Clerk

• Responsible for various clerical office functions including records maintenance, transcriptions, appointment scheduling, data entry and customer service

• Coordinated with ancillary departments to provide specialized services

MILITARY EXPERIENCE

US Army, Germany/Korea/Bosnia/Saudi Arabia/Fort Lewis, WA/Fort Polk, LA 1989 – 2001

NCO Medical Specialist

• Conducted system setup and operations training for staff and customers

• Gained excellent experience in system operations and various types of hardware and software installations

• Supervised a crew of 24 and maintained inventory of 12 ambulances as well as medical resupplies.

• Provided monthly performance and improvement counseling

• Provided daily status reports and conducted training.

• Coordinated education and resource management for 150 personnel

Contact this candidate