Experienced Help Desk Tech
Resume:
Coral Springs, Fl
954-***-**** - cell
**************@*****.***
Parker David Andrews
EXPERIENCED HELP DESK TECH
SUMMARY:
Extensive knowledge of computer hardware and software, as well as a thorough knowledge of Windows operating systems and MS Office .I am a MCSE and A+ certified professional support technician and work well independent of direct supervision. I am highly competent in analyzing and resolving hardware and software problems onsite as well as remotely. I am customer centric, have excellent verbal and written communications skills and communicate well with end users in all levels of the organization. I have an exemplary work ethic and have previously demonstrated my ability to put in the time and effort required to ensure in house project deadlines are met while maintaining telephone support coverage. I have a good driving record and reliable transportation. I provide and adhere to the highest standards in professionalism, loyalty, dedication, work ethic, and honesty.
SKILLS:
Provide customer experience centric services.
Connecting and setting up phone system hardware.
Installing Workstations, Printers and network equipment.
Installing structured low voltage wiring.
Installing Software and managing software licenses, ensuring license compliance at all times.
Facilitating maximum network uptime and connectivity for all end users.
Monitoring system security and responding to security incidents.
Ensuring that anti-virus, encryption and security programs are installed.
Respond to work tickets with urgency and apply technical problem solving skills to resolve quickly and within set service level objective timelines.
Maintaining IP Addresses and sub net.
Maintain wire maps of facilities.
Ensuring decommissioned hardware is secured and stripped for disposal.
Troubleshooting network operating system, software and Hardware.
Provide individual support and training upon request.
Support IOS and Android devices.
Support Cloud based POS systems and peripherals.
Maintaining an updated inventory of software, hardware and resources.
Maintain system images and backups.
Professionally perform any other IT related duties as assigned.
PROFESSIONAL EXPERIENCE:
FIRST DATA CORP, Coral Springs, FL July 2015 – October 2016
Technical Support Specialist
Responsible for the technical support of point of sale systems hardware and software.
Instructed merchant in the setup, Internet connectivity, activation, configuration, customization, and training in the use of device and all appropriate applications
Resolved cases with a minimum of support and escalation or delay
Educated merchants on upgraded or new applications and features
Continually maintained extensive knowledge of the account creation and maintenance organization, all Clover products, and other BC and Merchant support services.
SOUTH FLORIDA REALTY GROUP, INC., Coral Springs, FL June 2013 – March 2013
Licensed Real Estate Sales Agent
Maintained office computing hardware and phone system.
Evaluated mortgage options helping clients obtain financing at the best terms and rates
Prepared and processed all documentation, such as contracts, purchase agreements, closing statements, leases and deeds in an organized and efficient manner
GOLDEN OPPORTUNITIES, Hallandale Beach, FL June 2010 – May 2013
Information Technology Manager
Singular IT support person responsible for all software and hardware in Hallandale location of 50 employees, Orlando office of 4 employees, Jacksonville office of 4 employees, Mexico City office of 6 employees, and 4 remote workers. .
Worked with hardware and software vendors to provide timely product delivery and ensured that new equipment was installed and setup on schedule.
Maintained Inventory of all software, Licenses, and Hardware.
Responsible for troubleshooting computer and peripheral problems in person, over the telephone and through the professional use of remote access and support tools. .
Repaired broken or defective workstations, laptops, displays, printers, scanners, and other peripheral hardware in a timely manner.
Worked independent of supervision or direction and reported directly to the chief operations officer.
Maintained and updated al appropriate documentation, including user procedures, training materials, activity reports
Managed the relationship with all programming consultants in the development of the core business processing, financial processing and client development systems
Developed and streamlined standard material processing operating procedures and performance metrics
Responsibilities included, all software development for core processing app, data management, and the acquisition and deployment of all communication and information systems within the enterprise (including three field offices and Mexico facility).
Responsible for the integrity, stability and security of all critical business data and client information
Responsible for Window 2003 Server, Windows XP, Windows 7 and Windows 8, Sonic Firewall, Panasonic phone system, and Cisco Routers, Structured wiring.
GREEN BULLION INVESTMENTS, DBA Cash4Gold, Pompano Beach, FL March 2009 – June 2010
Senior Business Technical Process Manager
Planed and directed the implementation of process changes to achieve regulatory compliances
Developed and optimized international material processing and work flow reporting in UK.
Managed IT and operations workflow process projects to streamline data collection and material process reporting.
IMMUNO LABORATORIES, Ft. Lauderdale, FL September 2008 – March 2009
Information Technology Manager
Managed and maintained the inventory of all software, licenses, and hardware.
Managed the lT Team consisting of three technicians and a contract programmers to fulfill responsibilities.
Worked independent of supervision and provided daily reports to the company president.
Maintained and updated al appropriate documentation, including user procedures, training materials, activity reports.
Planed and implemented the upgrade all computer operating systems, core laboratory software as well as an upgrade of Microsoft business applications suite.
CAREGUIDE, Coral Springs, FL August 2006 – August 2008
Information Technology Manager
Specified communications and computing requirements for all remote telecommuting employees.
Defined application configurations, and coordinated the delivery of all pre configured equipment to remote workers
Trained remote workers on PCI and HIPPA compliance, Hardware setup, connectivity via VPM, and support options.
Maintained Inventory of all software, Licenses, and Hardware.
Managed the lT Team consisting of four technicians and three database programmers to fulfill responsibilities.
Planned and coordinated the relocation of several offices computing equipment.
Coordinated enterprise telephony migration to Cisco IP Phone system.
Worked independent of supervision and reported directly to the chief information officer. .
CENTURY BUSINESS SERVICES (CBIZ), Boca Raton, FL 2001 – August 2006
Information Technology Manager
Singular IT support person assigned to Boca Raton business unit location of 50 employees, with support responsibilities to remote Orlando office of 15 employees.
Worked with hardware and software vendors to provide timely product delivery and ensured that new equipment was installed and setup on schedule.
Maintained Inventory of all software, Licenses, and Hardware.
Responsible for troubleshooting computer and peripheral problems in person, over the telephone and through the professional use of remote access and support tools. .
Repaired broken or defective workstations, laptops, displays, printers, scanners, and other peripheral hardware in a timely manner.
Worked independent of supervision or direction and reported directly to the business unit president.
“Previous Work History and References are available upon request”
EDUCATION:
General Education Diploma #147102
TECHNICAL TRAINING & CERTIFICATIONS:
MCSE, MCP+I, CompTIA, A+
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