Technical Support Customer Service

David A Marston

Jamestown NC 336-***-**** ********@*****.***

Computer Service Engineer

Break/ Fix Technician SCCM Build Specialist Active Directory / GPO Administrator

Computer Service Technician providing proactive customer service and troubleshooting for software and hardware. Believe in educating end users while resolving their computer issues. Recognized for building systems that meet customer needs while remaining in compliance with standards.

Remote and onsite support

IMAC Technician

Disaster Recovery & Business Continuity Plans

PROFESSIONAL EXPERIENCE

ARCH MORTGAGE INSURANCE, Greensboro, NC May 2000 – March 2017

(Formerly known as United Guaranty Corporation, an AIG company, acquired by Arch in Jan 2017)

Sr. Support Specialist - Technical Services Support Group

Provided on-site and field support of 1000 users on call 24/7. Built and deployed laptop and desktop systems- customized with customer applications. Imaged new, existing and break/fix systems using SCCM. Used Active Directory for administration and to ensure group policy consistency.

Collaborated with SCCM Administrator to ensure OSD, WIM and Task sequences functioned properly and were up-to-date; ensured company-wide system consistency and minimized desktop build time.

Converted systems from XP to Windows 7.0 and provided follow-up customer support

Installed and supported Windows Operating Systems 7.0, 8.0, 10 and MS-Office 2003, 2007, 2010

Lead technician assigned to provide technical support for PC to VDI/Wyse conversion

Lead technician for desktop Business Continuity, directed 5 technicians to install software and setup systems. In charge 24/7 during events; conducted test exercises twice a year.

Lead technician for Disaster recovery programs Maintained the DR procedures document. Trained DR backups. Onsite for disaster recovery events supporting network and infrastructure technicians.

Mobile device administration using Airwatch and GOOD Console; configured and supported iPhones and iPads

Expert at McAfee console administration: Endpoint encryption, DLP, HIPs and virus protection

Used Footprints and Magic management tracking systems for ticket assignment, completion and documentation

Maintained warehouse inventory and deployed inventory of computer systems and peripherals.

Mentored associates on local knowledge of the system and software

DECISION ONE June 1996 – April 2000

Technical Support Consultant

For Wachovia National Bank (Winston-Salem, NC),

Provided software/hardware support for desktop equipment (modems, dot matrix/laser printers and scanners) for 2,000 users. Responded to daily calls, providing telephone support and on-site services. Maintained parts inventory.

For General Electric Corporation (Plainville, CT),

Supported desktop software/hardware and Novell/NT network for 1,000 users. Assigned, prioritized and maintained problem management application system. Administered problem record deployment to Dl break/fix technicians

Increased Service Level Agreements from 40% to 95% within the first two months of employment

Trained and supervised four desktop technicians

TECHNICAL CERTIFICATIONS

Microsoft Certified Professional – MCP CompTIA A+ CompTIA N+

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