Desktop Support Engineer
Resume:
Duane Glasgow
**** ******* **** **. 404-***-****
Snellville, GA 30039 ************@*******.***
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