Help Desk Support
Resume:
Thomas A. Macias
Location: Celina, TX
ad464w@r.postjobfree.com
EXPERIENCE HISTORY
Over 10+ years of experience as POS Field Technician, (Help Desk Support)
** **** ***** ****** Support
Experienced in supporting Dell Desktops and Laptops and HP system, including IBM Lotus Notes and support one hundred and fifty software and programs. SAP, Hips Resolution, Nice, DMS, Hyperion Essbase, HP Service Manager, Oracle, Blackberries, Right fax.
Experienced troubleshoot Domain HP Network and Local printers, contacted HP Support requesting replacement parts for printers Desktop and Laptops still under warranty, Order replacement parts for Desktops and laptops out of warranty and maintain equipment log and expense records.
Experienced configured 0365 outlook, Network printers, Kyocera, HP, Lexmark and local printers, scanners and Plotters. Other responsibilities include but not limited Supporting Symantec Ghost Azusa Image State and Domain Administrator troubleshooting hardware, software and update BIOS and chip setup, Dells, HP peripheral Devices as required.
Experienced supporting software and installation, support hardware failure and PC running too slow, remote support using Bomgar or RDP using the Service Now Ticket system, and prioritize the most critical cases, troubleshoot Network issues.
Experienced supporting Lexmark Printers, HP printers and scanners, imaging XP, Windows 7, 10, 11, System for New and current Users that include Desktop and Laptops with required software and programs.
Experienced in imaging over 12 Operating Systems at a time for Emergency backup, troubleshooting operating systems and local printer and repair and replace defected parts.
SKILLS
Local Printer and Network Printer Repair, Desktop Scanners
Manufacture Warranty Claim support
Remote Help Desk Support
Help Desk Support
Field Technician
Network Phone Support
Network Ethernet cable RJ-45 trouble shooting
Support Windows XP, 7, 10,11 OS
Office 2007, Office 2010, Office 2013, Office 2016, 0365
Over 16 years of experience in information Technology industry
15 + years of experience focusing on helpdesk support.
Strong background Help Desk Support, Field Technician POS
Dedicated primarily to phone support (90%) Service Desk Support
Experience working with Remedy, Clarify, HPSM, CSS State System ticket software.
Clearvision, Service Now
Certification Education
Statbridge College Graduate 2004
CompTIA A+ Certified
Dell Certified Expert (DCSE)
MCSA
MCSE
Lexmark
HP
POS (Point of Sale)
PROFESSIONAL WORK EXPERIENCE
E-Solutionsinc / Sanitas Medical Center. Coforge 02-15-24 to 04-26-24
Help Desk Support Medical Center
Support Azure Cloud Server, image Desktops, and Laptops assist users with Windows 10 and Windows 11, setup and configuration, and settings. Install HP Printers and Epson Desk Scanners. Travel to Irving locations, Richardson and Mesquite. Support 0365 Outlook and Microsoft suite. Train users with the following Apps. Epic, ECW, PHI medical access login support software error messages.
Support Doctors, Nurses, and Physicians assist users setup windows pins, uses service now ticket system, calling users, or remote on user, Operating system remotely using Cisco Any-Connect. Install EKG, Spirometer and Temperature monitoring devices.
Catalyst Health Group Plano 01-15-2023-11-03-23
Desk Help Desk Support, Medical Analyst Hybrid.
Microsoft 365 and Azure, Server 2016 x64, OS Support Windows 10, Admin Support Cloud, Reset user and Admin Password account, O365 Admin, Setup mail box, Reset Outlook e-mail, provide Website assess and permission to folders. Tracy lost E-mails. Add user member owner or just a member to group. Support Medical Clinic’s
On site when EKG, Spirometers, and Domain Change. Software support Kaspersky, KACE, Office 0365, EMR, and PHI. Etc.
Use Cherwell Ticket system to monitor Queue Log-Me-In using Remote software, to remote on user Device Admin support for MITEL, Five9 Admin, Momentum Admin, setup and Configure Bit Locker data Encryption. Setup and configure HP Printers, Local and Network, Phone In tunes. Monitor Server activity or logs and errors.
Mphasis, Sumeru 9-9-22 – 10-14-22
Help Desk Support Team Lead
Provided support for troubleshooting register, Drive Though, Mobil App security and configuration.
Used Service Now ticket system and knowledge base, update knowledge Base with new process changes and updates, and software installation procure.
Experienced in using Bomgar remote tool and RDP to access live monitoring in real-time to verify scrips and INI files for errors and data changes that affect restaurant downtime, other software supported, Active Directory, Alametrics, BigFix RTS, Data & Analytics, Employee Information System, Huges Customer Portal, Jenius Training system, eePas access RTS, Retmon.
Utility monitoring troubleshoot NGN, Postman resume digital channels, Restaurant Operation Status System, (RSAG) Restaurant Secure Access Generator, Restaurant Support Console, Verifone HQ, VPN-Franchise Support Database.
SAIC Oct -15-21 – May 25-2022
Field Technician Analyst Engineer
Worked remotely from home and required to go on-site once a month and connected Company Laptop to company domain for required updates.
Reviewed users assigned incidents tickets and updating status, call or email, use Microsoft teams to chat with users and assist users with software errors and device lockout of security web-based security application and updates
Include software installation, support hardware failure and PC running too slow, remote into user operation system using Bomgar or RDP using the Service Now Ticket system, and prioritize the most critical cases, troubleshoot Network issues.
Organize and scheduling and Deployments of Laptops Desktops and printer’s setup or upgraded devices or replaced out of warranty by verifying device warranty status and ship new device to user on-site, after all, software and updates and verifying that system is up and running.
Experienced in calling all the user or e-mail the user for permission to remote into the operating system using the Bomgar software remote tool, assist the user with an error message, or the application or app will not open.
Application supported Meds, OnBase, office 365, Cal-win, and California cover. Image over 4,000.00 combinations of Laptops and desktops, for seven Orange County locations and facilities.
School-First Credit Union Aug 02- 2021 – Oct 01-21
Help Desk Support / Project
IT Service Desk Analyst provides first and second-line technical support to internal and remote team members at corporate office in Tustin California using service now Ticket system, Supporting team members department, HR, Collection, Customer Service, sales, executive Staff, setup Desktop and Laptop connecting to Domain and network setting up peripheral device HP Local and network printers, network phones scanners, install software troubleshoot software including reset users password and Websites permissions and configuration support remote Cisco Anyconnect.
Application-supported Outlook e-mail, Sinatra, Radius Collection, Sage intact Microsoft teams.
Using Kace Quest end Point Deployment Windows 10 and application image.
Setup Training Rooms Desktops Monitor and configuration including renaming 60, PC host name and, testing network and application. Trained end-users and provided technical support relate questions the user experience with software and programs for team members.
CompuCom Southern California Nov 2017 - June 7, 2021 Field Technician, POS / Desk top Support
Field Service Technician responsible for Maintaining Clear-Vision Ticket System Cases, Monitoring and update case notes every hour promise time and, service level agreement due date.
Track UPS and FedEx parts activity delivery arrival time to service location.
POS field technician for Home Depot, Target, T-Mobile, Home Depot, Target, 7-11, Target, Office Depot, etc. Troubleshoot PC Register, Cash Drawers, Receipt Printers, and Credit Card Readers.
Troubleshoots and repairs Lexmark Printers, Over Head Security Cameras, and Kiosk portals. Upgrade Servers, Switches, and patch panels, also include New Stores complete installation of server, switches, patch panels, cameras, scales, Time Clocks, Prices checkers, and Wi-Fi Installation and configuration.
Make and run RJ-45 Cables, test network cables, trace network single with toner meters.
Deploy New Printer and configuration, Train user on Location how to users and install apps, navigate through new software and settings, and provide end-user with details hard copy of instruction.
Also responsible for monthly projects for new cases requested by customers, setting up Desktop, laptops, projectors and, cameras. Brake and fix Desktops and Laptops.
Fidelity Financial Enterprise Help Desk Support 10-16-2017 / 11-07-17
Enterprise Help Desk Support technician provide local and US wide support including India Help Desk Support validate user account and unlock users account using Active Directory users and computer, add user to member of group for application and Server Access. Support peripherals hardware, OS Printer local and Network, scanners. Software supported as followed Microsoft ITunes. Microsoft Teams. Oracle Smart View; Agent Trax ELS, Exso. Softpro, Carrar Production Environment, Cisco Finesse, Chicago premier service. Smart docs.
Support over hundreds of financial security application. Remote into user PC using Bomgar to provide system and software errors messages support. Work with Local Technician to assist user with system hardware replacement, video cards, Network cards, monitors and HDMi and VGA Cables as require by on-site support, provide it by local Technician after diagnostic, monitor user Lock out report when repeatedly getting lock out of system upon user request scan user account using splunk and AD Report system.
Support Android, IPhones, I pads, Mac Books. Record and Document all resolved incident using Service Now Ticket System. Use company provide Fidelity acknowledge base to review over thousands of articles to trouble and confirm trouble shooing software and Hardware and update and updata base when new updates or change of procedures. Support over 1,000.00 applications. Open new tickets for Major Incident Procedure that impact multiple user when server drop from company Network. Support Citrix, VPN Users. Corporate Compliance Training, E
Child Support Service, Santa Ana, CA May- 2012 – Aug 2017
Help Desk Support Analyst Engineer.
As an IT Service Desk Analyst provide first and second line technical support to internal and remote staff.
Worked with Applications Software and resolving system errors message including Microsoft suite products, Local and Network printers and repairs.
Assist end-user resetting Windows password using Active Directory and administrate state web sites configuration and resetting user password went locked out.
As user single point contact for phone calls and emails from staff regarding IT support and queries, manage log files incidents calls from internal staff via telephone and email, maintaining Asset Database and track changes and warranty process, Escalate unresolved calls to infrastructure support team.
Log all calls in Service Desk Ticket System, take ownership of user problems and follow up with user status of problems on behalf of the user and communicate progress in a timely manner.
Provide Help Desk support technical assistance for 800 State Employee at Santa Ana Location, Support Child Support, Court system, probation Department, Customer Service from Major Hardware and software.
Train end-users on new State Develop Software for Desktop and Laptops 32 Bit and 64 Bits, Support User applications and Support window 7 configuration and settings, including Office 2010 and 2013 Professional.
Configure outlook Network printers Kyocera, HP, Lexmark and local printers, scanners and Plotters. Other responsibilities include but not limit are Symantec Ghost Image State and Administrator trouble shoot hardware, software and update BIOS and chip set, for Dells HP when required.
Provide Equipment asset management inventory on all IT equipment. Deploy Department moves, trouble shoot system Error messages and programs and virus and corrupted profiles, Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Assign ticket to IT support Technicians monitor incoming support calls.
Imaged over 12 Operating Systems at a time for Emergency backup, troubleshooting operating systems and local printer and repair and replacement defected parts.
Troubleshoot company HP Network printers and contacted HP for replacement parts for printers still under warrant as well as printer out of warranty and maintain equipment log and expense record.
Assigned and meet projects Deadline and goals, Monitor company printers Network Printers for Ink Level and issues with IP over the Internet.
Toyota Financial Service Campus / Lexus, Costa Mesa, CA Jan 2011 - May 2012
Help Desk Support Analyst Engineer.
Provide Help Desk Support for Toyota Employee's. Respond to user request and resolve computer incidents issue for clients on site, via telephone or remote location using Net meeting.
Provided assistance for Collection, HR, Sales, Bankruptcy, Treasury, and Banking Departments. Troubleshoot computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Supported Dell Desktop and Laptop and HP system, including IBM Lotus Notes and support one hundred and fifty software and programs. SAP, Hips Resolution, Nice, DMS, Hyperion Essbase, HP Service Manager, Oracle, Blackberries, Right fax.
Support Lexmark Printers, HP printers and scanners, imaging XP, Windows 7 System for New and current Users that include Desktop and Laptops with required software and programs.
Specialist with virus removal infections from user Desktop and laptop and retrieving data from system encrypted with safe boot.
Assigned incoming Help Desk support tickets from user as requested. Transfer misrouted tickets to supporting queue to adjacent department queue.
Supported incident, errors, tickets user software and programs that also include web sites that require java scripts for Direct City banks for collections and brake and fixes issue
South Coast Children's Society, Costa Mesa, CA Aug 2010 - Dec 2010
Help Desk Support Project
Provide Help Desk Support at two locations at Santa Ana and Huntington Beach.
Handle an average of 50-60 calls per day
Configure company registry entries and install window 7 including software, updates and drivers for Video and Sound on 85, computers as well as upgrade Ram configure Desktop and Laptops according to company group policy and security.
Troubles shoot end users error messages and printers.
Remove Virus from operating system that includes boot sector and registry.
Create user accounts in Active Directory, add user to groups and setup email accounts and apply permission to folders and groups.
Troubleshoot wireless routers access connectivity and repeaters.
Maintain and update require files by adding and deleting files on the network server and back up files to guarantee security in the event of lost data and network security.
Hoag Hospital, Irvine, CA Jul 2010 - Aug 2010
Project Manager.
Provide Help Desk Support and deployment of IT Equipment for new Hoag hospital location in Irvine
Handled an average of 40 calls per day
Work with Infrastructure team and administrator using company security policies and procedures regarding installation and customizing Doctors, Nurses, Physician work stations and configuration.
Assemble mobile surgical patient ICU Laptops, monitors peripheral devices station equipment.
Knowledge Specialize mobile medical equipment regarding troubleshooting and installation of hospital (WOW) Work Station on wheels configure Staff and clinical profile and assuring that staff workers can logon with their credential on desktop, Laptop and monitor video security system.
Provide users custom personal settings and network custom cable management and peripheral device for desktop and laptops and running network cables.
St. Joseph Medical Center, Orange, CA Mar 2010 - Jul 2010
Help Desk Support Project Manager
Consult with Doctors, Nurse, including Staff and clients regarding procedures that will be taking place regarding Data Encryption of Department and Staff system.
Handle an average of 45-60 calls per day
Use Command Line to launch Data Encryption Software Scripts provided by Dell and St. Joseph Medical Center.
Monitor network activities and submits progress network report and laptops and desktop system status.
Verify that data encryption was successful completed and user able to logon and access files.
Confirm that user computer name and user ID account has been created and established sink in with server.
Review team report work order encryption status and submit to corporate supervisor.
State Farm Insurance, Chicago, IL Jan 2009 – Mar 2010
Field Technician Analyst Engineer.
Installed desktops, printers and peripheral devices on locations.
Traveled to State Farm location and Survey office equipment and submit Site inventory using Server 2003.
Used command line to launch programs to assure that all user data was successfully back up, Setup new work station and submit update reports on equipment located on site as well as new equipment to be installed.
Confirmed that all user data was properly restored as well as user profile.
Configured user's new Desktop to appropriate settings including Microsoft Office, emails, fax, and printers. Provide onsite desktop help support for users on location.
Trained end-user and configured State Farm Policy Holders software, ABS and NECO and filbert.
Setup, troubleshooting and configuration of end-user’s individual work stations installs.
Trained end-user regarding new equipment and provide technical support relate question that user experience with software and programs for staff members and agents.
Provided Technology assistance concerning the function of the recent upgrade system, hardware and software, including printers, fax and scanners and installation procedures.
Verified State Farm Insurance Agent inventory at location and submitted reports to the corporate office.
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