Desktop Support

Steven R. Reid

Hartford, CT *************@*****.***

https://www.linkedin.com/in/steve-reid-a651b6a7 860-***-****

Profile

Motivated computer networking technician experienced with providing excellent customer service and sales. I am seeking a fast paced, demanding, teamwork-based environment that will allow me to apply my skills for the benefit of the company.

skills and certifications

Certifications: A+, Network +, Microsoft Certified Professional, Staples EasyTech, (Mobile +, ITIL pending)

A+: Installation, upgrade, diagnosis, and troubleshoot PC and network operating systems

Desktop Support: Application of business software using MS Office; customer support; help desk applications, report generation, problem diagnosis and resolution

Network+: Network infrastructure including the TCP/IP protocol suite, the OSI model, topologies, and network hardware; use and configuration of network monitoring tools and cabling techniques

Network Security: Application of network security concepts including basic cryptography, communication/infrastructure security, and operational/organizational security; coverage of firewalls, DMZ, security policies, authentications, authorization, VPN concepts, encryption methods, internal and external threats, malware, spyware, and viruses

MS Operating Systems: Installation and configuration including MS Office Suites, Windows XP, Vista, Windows 7, Windows 8, Windows 10 and 2003/2008 Server.

Ticketing/Helpdesk Systems: Remedy, HP Service Manager, EasyTech Ticket Manager, InContact, ServiceNow

Virtualization Technologies: VMWare, Virtual Box, Intel VT X

Exam Preparation: A+ / MCP Exam 70-270 / Network+

Mobile: Android, IOS, Windows Phones

education

University of Tennessee Knoxville; Knoxville, TN August 2006 - January 2008

Studied Communications

Porter and Chester Institute; Rocky Hill, CT October 2009 - October 2010

Computer and Networking Certificate (4 Consecutive 3 month Semesters)

relevant experience

Aetna (contract via ISA) Hartford, CT 04/2016 –12/2016

TechRx/IT Support Agent; Department Lead

As an IT Rapid response agent and department lead, I was tasked with aiding all Aetna employees with any technology related problems or inquiries. As a TechRx agent I was responsible for handling or escalating any and all tickets that were opened at the TechRx Kiosk including, machine rebuilds, profile rebuilds, managing access permissions to software, file shares and permitted operations, active directory, hardware/software fixes, software configurations, password resets, any actions requiring administrative privileges, account/profile management, mobile device/ tablet issues, configuring VPNs, remote assistance, resolving security liabilities, managing inventory and tickets using multiple systems including ServiceNow, collaborating with Helpdesk, Hardware, Desktop Support, Mobile support, and inventory management to get any Aetna employee in need of assistance working at full capacity as quickly as possible. Performance was measured through ticketing systems and customer surveys of which we achieved 95%+ satisfaction rate. I personally closed over 1,000 tickets during my tenure.

Konica Minolta (contract via Armstrong Consulting) Windsor, CT 02/2016 – 04/2016

Helpdesk Support Analyst

Responsibilities: Initial response call center support agent, tasked with gathering information from field techs in need of support in order to determine correct escalation through use of Remedy and InContact systems. This role involved communicating efficiently with technicians and determining the best way to assist them with an emphasis on speed and accuracy.

Hewlett Packard (contract via Insight Global) Hartford, CT 06/2015 – 12/2015

IT Support Professional

Responsibilities: System preparation/refresh, monitoring/confirming build accuracy, SCCM, Active Directory, use of HP Service Manager ticketing system, resolving hardware issues/needs, system restore, resolving any client computer/ peripheral issues, keeping inventory of systems/assets and deployment/return schedules, data center operations, systems security.

Staples, Glastonbury, CT 02/2014 – 10/2014

Sales Representative, Computer Technician, Technology Consultant, Print/Copy Center

Responsibilities: Completing orders in the print and copy center, advising customers on technology inquiries, sales representative in the computers and technology department, keeping inventory while running/unloading freight, customer intake/order release using EasyTech ticketing system, initiating mobile device sales, setting up mobile devices including activation and data transfers.

Self-Employment/ Contract 2011 – Present

Services Performed: Diagnosing computer, network, gaming console and mobile technology problems, building and setup of new computer systems, networks, and mobile devices, remote repairs, installation of hardware peripherals, elimination of viruses and malware as well as preventative maintenance on computer systems and other devices, media streaming technology, operating system migration, system restore, smart house setup, providing and implementing innovative solutions using new and emerging technologies based on customer needs.

Angelo’s Family Restaurant, Glastonbury, CT 06/2014 – 06/2015

Server, Closer

Responsibilities: waiting tables, bartending, barbacking, running food, banquet service, dining room coordination/preparation, some food preparation.

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