Duane Glasgow

**** ******* **** **. 404-***-****

Snellville, GA 30039 ad4lys@r.postjobfree.com

OBJECTIVE

To obtain a meaningful and challenging technical support position that enables me to show case my computer skills and allows for advancement within the organization.

EDUCATION

DeKalb Technical Collage, Clarkston GA.

Associate Degree in Applied Science of Computer Information Systems

December 2007

SKILLS & EXPERIENCE

10/2013 – Present Desktop Support Engineer, CTS\Clorox Services Company

Provide support for PC/Network for 1000 employees remote and local

Repair laptop and desktop hardware

Troubleshoot software and hardware issues

Image computers for new user setup

Researched technical solutions for complex system issues

Minor Printer repair

Worked on various special projects as assigned by management

Support Apple devices

Migrate old computers/laptops to new computers/laptops

Miner server repair

iPad support

Azure support

Intunes support

Mac OS

10/2015 – 4/1/2016 Software Engineer, Citrix

Provide support for Citrix software to companies around the world

Researched technical solutions for complex system issues

Logging cases in Sales Force

12/2012 – 10/2013 Desktop Support Engineer, HP (Hewlett Packard)\Clorox Services Company/TekSyststems

Provide support for PC/Network for 1000 employees remote and local

Repair laptop and desktop hardware

Troubleshoot software and hardware issues

Image computers for new user setup

Researched technical solutions for complex system issues

Minor Printer repair

Worked on various special projects as assigned by management

iPhone Support

Logging cases in the Ice system

Migrate old computers/laptops to new computers/laptops

5/2012 – 12/2012 Tier 1 iOS Support AHA, Apple

Provide support for iPhones with iOS X software

Provide support for MAC computers

Provide support for Apple users

Logging cases in the iLog system

11/2011- 12/2012 Desktop Administrator, NCR formerly Radiant Systems

Provide PC/Network support for 2000 employees

Setup and manage Avaya IP phones

Setup new users and PC’s and in Active Directory

Setup Black Berry phones and activation with BES server

Support iPhones

12/2010 - 11/2011 Network Administrator II, Medical Business Services, Inc.

Provide PC/Minor Network support for an office of 300 employees and 7 remote offices

Manage Polycom IP phones

Work with Hospitals to setup secure remote access to their secure sites

Responsible for setting up new users and PC’s in Lotus Notes and Active Directory

Administered company’s printers

Responsible for organizing company's Active Directory

Setup Black Berry phones and activation with BES server

Minor Printer Maintenance

Grant file permission on the Server

Troubleshoot Linksys wireless router (router’s password change)

Remote into and configure Linksys wireless router

Troubleshoot Cisco switches (Hardware)

3/2001 - 12/2010 Desktop Support Tech III, RBS World Pay

Researched technical solutions for complex system issues, changes and enhancements

Escalated all non-solvable issues to appropriate Technical/Development groups

Setup new users, deployed new PCs and provided support resolutions on PCs and Network issues

Configured and supported wireless devices – over 500 VPN and Blackberry users

Maintained computers and other equipment inventory databases

Worked on various special projects as assigned by management

Served as the initial point of contact for inquiries related to micro-system issues

Performed initial problem analysis, triage problem and escalated accordingly

Responded to an average of 200 troubled e-mails and calls daily

Logged an average of 1000 troubled calls a month into the Call/Ticket- tracking software

Prepared and submitted the Down Systems used within the company

Administered account access for various systems used within the company

Provided hardware and software support for remote users in the field

2/1999 - 3/2001 Technician/RMA Supervisor, Southeast Micro Inc.

Supported customers on the phone with hardware and software related problems

Assisted in computer assemble

Dispatched return merchandise to customers

Supervised Quality Control, Order Processing and Inventory Control

1/1997 - 2/1999 Technician, Max Group Inc.

Installed, troubleshot, and repaired all hardware peripheral on a computer

Configured and installed software on computer

COMPUTER SKILLS

Technical Skills: A+, Network +, Network Security, Windows 98/NT/2000/XP Professional, Vista, Windows 7, Windows 8.1, Windows 10, Server 2003/2008/2012

Software: MS Office 2003/2007/2010/2013/2016, Office Communicator, Adobe Products, Active Directory, Microsoft Lync 2010 and 2013, HP rooms, Remote Desktop,

Call/Ticket-tracking systems Netkeeper, Salesforce, Clarify, MS Service Desk, Vantive, Atlas, Remedy, iLog, Ice and Kayako; Point Sec, Visual Basic .Net, and Unix/Linux Shell

Programming & Scripting, VMware player, Lotus Notes, Cross loop, Team Viewer, Achronis, Log me in, ghost, AS400, Laser fiche, iOS X

Hardware: Switches, Routers (Linksys), Hubs, Motherboards, Hard Drives, NIC Cards, Network Printers, Scanners, Modems, and Laptops, Polycom Phones, Wand, iPhones

Network: LAN, WAN, TCP/IP, DNS, DHCP, FTP, SMTP, VPN and Firewalls

REFERENCES

Available upon request

Contact this candidate