Richard Harkness II

Mount Pleasant, SC *****

ad0mzh@r.postjobfree.com

+1-843-***-****

Objective: To obtain a challenging opportunity that will utilize my hands-on approach and white glove treatment in IT Support through meaningful work experience while allowing me to demonstrate my eagerness to learn and ability to work well with others. Work Experience

Desktop Support Tier 3

Atlas Data Systems - Boston, MA

October 2022 to Present

March 2022- July

2022

· Onboarding and Offboarding of New and Terminated employees, following set procedures and improving the process when needed.

· Mange and Create Distribution and Security groups via Azure, Active Directory, AD Manager, and Admin Portal

· Manage and Create Distribution And Security groups via Active Directory, AD Manager, and GPO scripts when needed.

· Provided support for VoIP and Softphones with Vonage, Active Directory, Microsoft Intune, and Office.com as administrator

· Troubleshooted Network issues for individual users at the workstation, working remotely and for

· their mobile devices

IT Support Specialist

NEPC

October 2018 to October 2021

Tier 1&2 IT Support/Remote Support

· Provided support to end users in the Boston, MA office relating to Hardware mostly and Software

\Application support

· Identify security updates/patches and distribute to workstations via Patch updates or rollbacks.

· Managed a project during the pandemic to distribute over 300 laptops across the nation to get users off of desktops and more stable remote connections

· Create images for different workstations and brands (Windows, APPLE, etc)

· Imaged Windows and Macbook machines using Ivanti Workspace Control

· Creating/Managing user accounts in active directory for Onboarding

· Performed User account management via Security and Distribution Groups in Active Directory for

· Provided Tier 1 support for Network printers

· Provided Tier 1 support for Networking including repairing Network ports, VOIP phones and Network switches

· Develop training materials, procedures and users

· Provide remote support and some Hardware support to multiple offices, including Las Vegas, Portland, Atlanta, etc and provide off hours support Field Support Engineer

Netsuite/Oracle - Boston, Massachusett

August 2016 to October 2018

IT Support/ Remote Support/ Network Support

· Provided support to end users in the office and Remotely relating to Hardware, Software, Networking issues.

· Managed and monitor inventory of machines for multiple locations and ensure users have the correct equipment.

· Monitor Networking equipment and provide minor support

· Provided remote support to users, no matter the time zone

· Provided troubleshooting support for Android/Apple/Blackberry mobile devices

· Provided support for videoconferencing and videoconferencing hardware support

· Provided Onboarding and Orientation Support for Newly Hired End Users

· Integrated Netsuite into Oracle environment and get users acclimated to new IT atmosphere IT Support

Porter & Chester Institute - Massachusetts

February 2015 to June 2018

· Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals

· Carry out on-site analysis, identification, and resolution of difficult laptop problems for end users

· Supervise complaint ticketing system and follow timely resolution of all work orders

· Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software

· Currently provides troubleshooting support and sets up user emails on mobile devices, such as iPhone, iPad, and Androids.

· Recommend and apply solutions, including on-site repair for remote users

· Worked on a Office 365 project of converting users mailboxes to the O365 cloud service. Converting IMAP/POP and internet based accounts.

Desktop Support/Data Entry

New England Center for Children - Southboro, MA

August 2011 to August 2011

· Co-manages IT Helpdesk, which is used by Companies employees to submit computer/network related issues that need maintenance.

· Re-imaging of Machines

· Troubleshoots network/desktop/laptop issues for Employees and Management

· Manages Tandberg videoconferencing used to video conference our sister school in Abu Dhabi

· Troubleshoots and Images Windows 8 tablets and iPads for various employees

· Provided mobile devices support for Blackberry’s, iPhone and Androids

· Proficient with Microsoft Windows 7, Windows 8 and 8.1, Antivirus and Malware applications.

· Work closely with residential services to maintain best technical environment for students & staff.

· Manages the data entry using Microsoft Access for Reports that are subject to Audits

· Coordinates service repair calls with various vendors for computers, printers, and other computer peripherals.

Intern

Richard Harkness II Duke Energy, - Charlotte, NC

August 2009 to December 2009

· Participated in application development, maintenance and support of IT infrastructure including server network, telecommunications and workstation support.

· Attended management meetings to shadow managers and attended student networking sessions

· Assigned by management to work independently on projects

· Completed project changing IP addresses for DHCP to Static

· Motorola Air Defense Fund Project

Troubleshooter

Home Telephone, Inc. - Moncks Corner, SC

July 2008 to August 2008

· Conducted home/office visits to troubleshoot various telephone, cable and internet service disruptions

· Provided support to resolve minor technical issues for telephone, cable and internet service

· Completed logs and updated databases upon the successful completion of work orders and customer requests

Pre-Installation Provider

December 2007 to January 2008

· Reviewed residential and commercial properties to determine wiring specifications for cable installation

· Provided friendly customer service

· Ensured that work orders were completed accurately and in a timely manner Education

Bachelor of Science in Computer Science Information Systems Johnson C. Smith University - Charlotte, NC, US

May 2011

Skills

• Microsoft Office Suite

• Anti-Virus Applications

• Active Directory

• Windows 7

• 10

• 11 operation systems and Windows Server 2008 implementation and Knowledge

• Re-

imaging of Desktops

• Laptops

• and Macbooks

• Group Policy

• Troubleshooting of

Tandberg Videoconferencing

• KACE imaging

• White Glove service

• Networking

• Ivanti

Workspace Control

• JIRA

• Remote support

• Android/Iphone support

• Network Printer

configuration/Support. AZURE

• Server Support

• VOIP and softphone configuration.

vCenter

• vSphere

• VMware

• Systems administration

• Software troubleshooting

• Technical support

• Windows

• IT support

• Microsoft Windows Server

• Customer service

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