RODNEY BEY

Charlotte, NC *****

ad3hf8@r.postjobfree.com

+1-704-***-****

• Desktop Support Analyst with technical, customer service and troubleshooting repair expertise.

• Team player who is flexible

• Reliable and adaptable to dynamic fast-paced environments.

• With 13+ years of Customer Service and 12+ years of IT support Experience

• 9 years of Desktop Support experience and 7 years of Remote Support experience

• HP Certified Platform Specialist (Commercial Desktops, Laptops, Workstations and Printers) Work Experience

Senior Desktop Support Analyst

NC DEPARTMENT OF INSURANCE - Gastonia, NC

April 2022 to November 2023

• Provided Tier 1 and Tier 2 phone, email and remote Technical Support

• Used Service Desk ticket system to document details of each incident

• Fixed problem calls everyday of various issues including Applications, Laptops, Desktops, Printers, Desk Phones, Cell phones, MFA, Wireless and Network Equipment (Cisco Meraki)

• Worked with Executives, DOI Officers and Employees

• Worked on Refreshes, Imaging and Deployments on a regular basis Desktop Support Technician with Driving

Barrister Global Services Network - Charlotte, NC

January 2012 to December 2022

• This is an on-going Contracting position providing Tier 1 and Tier 2 IT support

• Provided Tier 1 and some Tier 2 level IT support to all personnel within the business

• Working with Windows 7, 8, and 10 for 4 years

• Configured, migrated, deployed and set up all new PCs, responds to and resolves problems, addresses ad-hoc requests and assists with researching and testing new hardware and software products

• Working on Desktops, Laptops, Networking equipment, printers, mobile phones, etc.

• Driving to businesses and residences solving all computer related problems

• Paid by the JOB only (This keeps my skills sharp while I am looking for a permanent job) IT Field Desktop Technician with Driving

APEX SYSTEMS INC - Charlotte, NC

January 2021 to March 2022

• I provided end-to-end managed services, desktop support, hardware and software technology support to the TRUIST (SunTrust & BB&T internal employees) employees. Also worked on internal projects to enable the Banks transition.

• I analyzed and repaired Laptops, Desktops, Printers, Cash advance machines, and all bank related equipment in person and remotely.

• Worked with Bank Exec's as well as Finance Advisors on getting their computer equipment up and running properly as fast as possible

• Worked within the Bank Branches and the Bank's office buildings keeping employee's computer systems up and running by driving to where they are to assist them with any computer problems Senior Help Desk Analyst

DUKE ENERGY - Charlotte, NC

January 2019 to December 2020

• Provided Tier 1 and Tier 2 phone, email and remote Technical Support

• Used Service Now ticket system to document details of each incident

• Fixed 50+ calls a day everyday of various problems including Applications Laptop, Desktop, Printers, Desk Phones, Cell phones, and Main Frames etc. Desktop Support Technician with Driving

UPS Charlotte - Charlotte, NC

May 2015 to December 2018

• Provides support activities in an assigned area. Tier 1 and Tier 2 level IT support

• Performs equipment exchange and recording inventory controls, software installations and program updates, troubleshooting and problem resolution on computer and Telecommunication systems.

• Train users on supported software and hardware with understanding of technology from a user perspective as well as technical perspective.

• Provided 6 months of Apple OS Support (Installing, re-imaging and troubleshooting)

• Assist users to resolve computer related problems such as inoperative hardware or software.

• Travel is required using my personal vehicle to provide Technology Support for Customers and to support CLIENT'S Core Technology solutions, CLIENT'S Small Package, Freight and SCS locations to supporting CLIENT'S technology infrastructure.

• Working various shifts when needed due to vacation coverage or planned weekend upgrades Desktop Support Technician

PIEDMONT NATURAL GAS - Charlotte, NC

November 2013 to March 2015

• Provided Tier 1 and some Tier 2 level IT support to all personnel within the business.

• Installed software, modified and repaired hardware and resolved technical issues.

• Provided some application support (password resets, profile changes, software changes, and server updates) for 100's of applications such as Citrix, Vented, Exchange, Rumba/Scope etc.

• Supported and maintained Piedmont's client computing environment for all mobile and network- attached devices.

• Configured, migrated, deployed and set up all new PCs, responds to and resolves problems, addresses ad-hoc requests and assists with researching and testing new hardware and software products.

• Remotely connected into Client PC's using BOMGAR Remote software to solve all PC, laptop, printer, software, and network issues for all Internal Employees and customers.

• Closely worked with Piedmont's technology vendors and internal IS support departments to help solve any Break/Fix issues that comes along.

• Demonstrated excellent customer service and courtesy with customers at all times. Senior Help Desk Analyst / Desktop Support

TIME WARNER CABLE - Charlotte, NC

January 2013 to November 2013

• Installed software, modified and repaired hardware and resolved technical issues.

• Responsible for receiving customer support requests via phone and email from TWC employees and contractors globally in a fast-paced environment.

• Leveraged troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests for the three hundred plus applications running in the TWC Data Centers.

• Use basic and advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for the TWC employee and contractor customer base.

• Used the Service Desk ticket system to document and route support case to the appropriate group(s) who can assist in resolving the issue. Expects a caseload of approximately 60-80 cases per day. Desktop Support Analyst

WELLSFARGO BANK - Charlotte, NC

February 2012 to December 2012

• Responsible for the deployment and desktop support for the Wachovia Bank -Wells Fargo Bank computer systems conversions (hardware and software).

• Responsible for the complete Migration of the Executive Laptops and Desktops from Windows XP to Windows 7 using the Microsoft Deployment Tool (MDT, .vbs scripts and easy transfer tool) for 1,100 computer systems

• Moving all data including all applications and fixing all problems.

• Installed software, modified and repaired hardware and resolved technical issues. Help Desk and Desktop Support Technician

INFORMATION CONTROL SYSTEMS INC - Charlotte, NC

January 2008 to November 2011

• Supported 500-700 users and 1,500-2,500 complete computer systems both desktops and laptops including software, monitors, printers, scanners, fax machines, copiers, routers, servers, and switches in a 5 building hospital environment with over 100 outside clinics.

• Provided computer hardware/software installation, maintenance, server maintenance, trouble ticket resolution and root cause resolution maintaining all computer systems.

• Troubleshoot, diagnosed and repaired all technical issues such as basic network connectivity, reset passwords, imaging, backup and restore initiatives.

• Supported and maintained all servers within the network.

• Used Active Directory to solve password / login issues only.

• Remotely connected to users using Dame ware/PC Anywhere to solve Tier 1 problems.

• Used Ghost to image and/or reimage computer systems over the network or at the user's desk.

• Provided over the phone and onsite break/fix solutions on all devices and simple networking issues.

• Used Remedy Ticket Tracking System and the knowledge database to help track and solve trouble tickets in a timely manner with professional customer service at all times.

• Utilized Microsoft Windows XP, Vista and Windows 7.

• Resolves 30-50 calls a day on average that needs technical resolution of Tier 1 and some Tier 2 issues. Computer Technician / Technical Support

PC4 INC - Charlotte, NC

January 2005 to November 2007

• Installed, Tested, and Built, Deployed Desktops, Laptops, Printers, Monitors, Phone Systems, Microsoft Applications and POS Equipment.

• Supplied Technical Support (Phone & Face-Face assistance) for all equipment.

• Co-Supervised a 1,500 complete computer system deployment including 1,500 printers in 10 different locations.

• Increased production output from 5 desktop computer installs a day to 10-12 installs a day by eliminating waste.

• Copier install and Support

• Tier 1 and Tier 2 phone support on 50 calls a day on average. Education

Associate of Applied Science in Electronics / Computers DeVry Technical Institute - Woodbridge, NJ

Associate of Applied Science degree in Applied Science TechSkills Inc. - Charlotte, NC

Skills

• Tier 1 and Tier 2 Level IT support

• Expert in Break/Fix Computer Repair

• Server Administration = Exchange and Active Directory (profiles, Passwords, connectivity etc.)

• Exchange (OUTLOOK) Administration (profiles, passwords, connectivity etc.)

• Advanced knowledge/experience with Office 365 platform and applications

• Proficient in Apple OS and hardware support

• Advanced in TCP/IP, VPN, LAN and WAN

• Customer Service Expert

• Advanced in using BOMGAR and RemotePC remote software

• Advanced in Microsoft Applications (WORD etc.)

• Advanced in using Cisco AnyConnect VPN Software

• Advanced in Migrations, Backups and Deployments

• Advanced in Windows 7, Advanced in Windows 8, 10 and 11

• Advanced at Outlook, Exchange and Lync

• Advanced in SCCM (push applications, check people and computer inventories)

• Advanced in Imaging, Skilled in Application Support

• Expert in Executive Support

• Advanced in Active Directory and Network Concepts

• HP Accredited Platform Specialist (Commercial Desktops, Laptops, Workstations and Printers)

• Advanced in Remedy, Service Desk and Service Now Tracking Systems

• Very Versatile and Very Dependable

• Skilled in Mobile Devices and a Very Fast Learner TECHSKILLS, Inc.

• Charlotte, N.C. Coursework in Computer Science and Engineering

• VMware VDI Administration (Installs, profiles, password, sessions, Connectivity and Entitlements)

• Citrix Receiver Administration (Installs, profiles, passwords, connectivity etc.) (1 year)

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