Employment history

Sr. Desktop Support (Field Tech) Nov 2022 - Present

Southwest Airlines at Orlando, FL

• Obtained and evaluated information about new systems, peripherals and software technology.

• Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.

• Installed, configured and maintained computer systems and network connections.

• Streamlined IT processes by implementing effective troubleshooting techniques for common problems.

• Developed strong relationships with cohearts across various departments, fostering a collaborative environment for troubleshooting complex technical issues.

• Resolved issues related to hardware and software. (ATP Printers, HP printers, Printronix, Altea, Gate Reader scanner, and POS Credit card readers.

• Resolved issues remotely via Citrix VDI (LogMeIn) and On-Site.

• Helped configure PING & VPN for users.

• Collaborate with IT leadership to identify opportunities for process improvement and innovation in desktop support services, aligning strategies with Southwest Airlines' business objectives and technological advancements in the airline industry.

Grant Yegge

Dedicated Sr. Desktop Support with over 9 years of experience in troubleshooting and resolving complex technical issues, both on-site and remotely. Proficient in managing software and hardware problems, leveraging skills in Office 365, Cisco VOIP, Active Directory, and Windows 11 to enhance system functionality and user satisfaction. Demonstrates a strong ability to streamline IT processes, and ensuring efficient operation and support across various departments.

Orlando, FL32829

667-***-****

ad4cmn@r.postjobfree.com

Skills

Active Directory

Software and Hardware Issues

Office 365

Remote Support

Issue and Resolution Tracking

Tracking and Documentation

Group Policy

Computer Networking

LogMeIn (Remote Support)

Windows 11

VMWare

Cisco VOIP

Incident Management

Languages

Spanish

Employment history

Sr. Service Desk Analyst Oct 2021 - Oct 2022

Willscot at Remote

• Worked within the defined Incident, Request, Asset and Configuration Management process.

• Managed support interactions through the IT Service Management System.

• Followed-up to ensure service delivery and system integrity with end users.

• Diagnosed and resolved end user problems associated with application software and operating systems; determined the source of problems and classified their level, priority and nature.

• Maintained inventory of installed software and manage software licensing.

• Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.

• Diagnosed and troubleshot hardware, software and network issues.

• Maintained detailed documentation of incident resolutions, contributing to the growth of the internal knowledge base. Tier 2 Support Specialist Oct 2021 - Jun 2022

Ricoh USA at Remote (Weekend Only)

• Coordinated with Level 1 technical support specialists to take over calls outside their level of support.

• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater depth.

• Escalated support desk tickets to Levels in the mast crucial circumstances and after considerable time had been spent on a single ticket.

• On-boarded and trained all incoming junior tech support specialists.

• Assisted clients with general support for hardware, peripherals, network connections, and external software.

• Escalated help desk tickets to Tier 3 support when outside the scope of Tier 2 technician support.

• Streamlined troubleshooting processes for quicker issue resolution and improved customer experience. VDI Support May 2021 - Oct 2021

CareFirst BlueCross, TekSystems at Remote (Contract)

• Immediate Response and Resolution to End Users working in a VDI environment.

• Desktop performance problem resolution.

• Resolved users VPN connectivity issues.

• Developed and deployed customized VMware solutions.

• Troubleshot and resolved VMware environment issues.

• Provided technical support and documenting VMware processes. Employment history

Field Tech Aug 2018 - Jan 2021

Southwest Airlines at Baltimore, Maryland

• Supported users remote and on-site as needed.

• Installed network switches, routers, and firewalls at airports nationwide.

• Created, escalated, and resolved incidents via ServiceNow (DASH).

• Assisted users on how to use Cisco AnyConnect and MFA by ensuring the end user had no issues accessing VPN.

• Re-imaged Dell PC's and shipped out as needed.

• Assisted users with network connectivity issues.

• Resolved issues regarding proprietary software used by the airlines.

• Software and application push with SCCM (Microsoft System Center Configuration Manager).

• On-call support after work hours 7 days for once a month.

• Supported nationwide PC upgrades and Windows 10 migration.

• Worked with PM's nationwide on reporting migration statuses.

• Supported nationwide HP Printer upgrades.

• Installed and configured various operating systems across a wide range of hardware. Sr. Desktop Support Apr 2017 - Jul 2018

Baltimore City Circuit Courts

• Handled high-volume desktop support tickets.

• 50% of ticket volume was remote and 50% on-site.

• Installing, configuring and supporting windows and microsoft office applications (exchange).

• Creating user accounts & assigning rights via Active Directory.

• Answered all customer queries for desktop and provided them technical assistance and ensured satisfaction.

• Assisted users with Windows 10 issues.

• Assisted users with printer connectivity issues.

• Assisted 800 users with desktop issues.

• Managed various projects statewide in relations to software/hardware installations. Desktop Support Jan 2015 - Apr 2017

State of Maryland Judiciary

• Lead 7 to Windows 10 migration and hardware upgrade project (asset management).

• Constant communication with managers.

• Worked with PM's nationwide on reporting migration statuses.

• Managed nationwide router and switch upgrades at airports.

• Assisted on creating new knowledge based articles for users using Office 365 and Windows 10.

• Supported nationwide HP Printer upgrades.

• Installed and configured various operating systems across a wide range of hardware. Education

High School Diploma

Dundalk High School at Baltimore, MD

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