Desktop Support Technical
Resume:
Patrick Adams
**********@*****.***• 669-***-****
• Las Vegas, NV
20+ years of success in offering first-rate technical support that satisfies client and business requirements. Detailed-focused researcher who can build methods for maintaining, debugging, and repairing client computer hardware and software in an enterprise-scale networked computing environment. Technically proficient with experience debugging, running, and maintaining complicated client computers, peripheral devices and LAN/WAN management. Adept at promptly and efficiently maintaining and repairing technology and equipment. Effective collaborator capable of assisting teammates with staying on target and accomplishing general duties while supporting facility and division desktop equipment. Solid track record for aiding with straightforward to moderate queries while reviewing others' work to suggest improvements and planning resource needs. Extensive knowledge of connecting and configuring peripheral devices like printers and projectors. Fluent communicator capable of translating technical issues to non-technical clients while independently isolating and repairing computer and peripheral software, hardware, and communications system issues utilizing high-level logical problem-solving abilities.
Areas of Expertise
● Independent Research & Analysis
● Client Computing Technologies
● Cross-Functional Communications
● Data-Driven Decision Making
● Software, Hardware, Network
Investigation & Troubleshooting
● PC System Configurations
● Desktop Support (Tier II & III)
● User & Technician Training
● Relational Database Systems
● LAN/WAN Management
● DHCP & Meraki Management
● Project Management & Coordination
● Asset Management & Procurement
● Strategic Analysis & Planning
● Technical Consulting & Support
● User Account & Device Management
● Azure & Google Workspace Admin
Technical Proficiencies
OS/Platforms: Microsoft Windows & Server, Apple OS, AS/400 (iSeries), Citrix, VMware, Linux Applications:
MS (Office Suite/O365, Active Directory, SCCM, USMT, ZTI), Google Workspace, Azure, Footprints, Heat, Zendesk, ServiceNow, HP Service Manager, Symantec (Ghost, Antivirus, Backup), RDP, Mozilla, Edge, Safari, Chrome, WinZip, Adobe, Citrix, Mitel Softphone, PGP Encryption, Intune, Workday, Microsoft Teams, Slack, Zoom, Google Meet, WebEx, Skype, Cisco VPN, Cisco Proximity, Data Migrations Processes, CrashPlan, AWS, ManageEngine, JAMF, MFA, Windows, Azure Virtual Desktop, Apple OS, Meraki, Smartsheet, Office365, Google Workspace, Okta, Brivo Hardware: Printers, Scanners, Switches, Access Points, NetScout LinkSprinter, Mobile Devices (Android, iOS), Cisco VOIP, Laptops, Desktops, MacBook, Tablets
Career Experience
Helix Electric. Las Vegas, NV
Service Desk Specialist, October 2023 – Present
Deployed hardware and software utilizing Ghost Multicasting and other technologies. Managed hardware and software using Altiris while developing IT Department training materials. Operated FootPrints to create, assign, and manage Help Desk tickets. Devised, maintained, updated, and distributed Ghost multicasting images. Built, monitored, updated, and released images with Ghost multicasting.
● Identify, research, & resolve technical problems involving hardware & applications
● Procure, configure, & deploy Windows systems, Apple iPhones, & iPads
● Assign static IP addresses via DHCP
● Create & manage user accounts with Active Directory using AD & Okta
● Manage asset database for all IT equipment & applications using Freshservice & Intune
● Resolve user IT issues onsite & remotely
● Procure, create & manage mobile devices via Verizon business portal.
● Mentor & assist IT Support Helpdesk Interns
● Manage ports & VLANS via Meraki
Insight/CapitalOne, Las Vegas, NV
Software Support Technician, May 2022 – October 2023 Provide excellent service to customers with different levels of knowledge while managing user accounts. Assist new remote employees in the onboarding setup process of their systems. Installing, configuring, fixing end-user software operating system & applications. Create and manage ServiceNow tickets and reports. Use Amazon Web Services and the Zoom applications to connect & remote desktop with users for system remediations.
● Resolve network detected software vulnerabilities on user & office laptops & desktops
● Active Directory & Azure: create/add manage, disable user accounts & devices
● Solve issues with VPN, Wi-Fi, and Ethernet (LAN/WAN) while coordinating the maintenance of stock and fixed assets Page 2 2
● Network management using DHCP & Meraki
● Assign licenses O365 & Smartsheet
● Track & manage tasks via Asana
● Supported Apple OS, Windows, Azure Virtual Desktop
● Monthly ticket closing average of 250+
Eleven Fifty-Nine NV LLC, Las Vegas, NV
Rideshare Driver: Uber & Lyft, May 2014 – May 2022 Successfully fulfilled over 5500 rides, maintained perfect records with no moving violations, and achieved a 4.97/5 star rating for customer satisfaction. Dealt with belligerent, drunken passengers in a mature and effective manner.
● In charge of keeping track of money, including daily, weekly, monthly, and annual revenue and expenditures
● Adapting to high-stress situations while juggling many responsibilities, such as driving in severe traffic, fielding customer inquiries, and coordinating rides using both the Uber and Lyft apps eXcell/Maxim Integrated, San Jose, CA
Desktop Support Technician, January 2018 – January 2019 In charge of laptop/desktop imaging, configuration, and troubleshooting. Provided remote and in-person support to executives and supporting staff. Ensuring system & data security using Bit locker encryption. Utilized Footprints ticketing system to provide first & second- level desktop support assistance. Configured mobile devices & network printers. Installed and configured multiple applications including custom manufacturing & quality assurance applications. Troubleshoot LAN/WAN issues.
● Assisted customers with a wide range of personalities and management needs while looking for innovative ways to solve complex user problems
● Organized and executed rollouts for new employees, updates, and loaned equipment
● Performed software, hardware refreshes including data migration
● Managed the IT asset lifecycle by repairing (Break-Fix) Out of Warranty systems via other broken units.
● Asset tracking of laptops, desktops, & MacBook
● Updated, created, & quality tested new image builds
● Google Workspace & Active Directory: add devices/users, manage, disable user accounts HCL Technologies/University of Phoenix & LinkedIn, Sunnyvale, CA Senior Analyst, June 2016 – September 2017
Troubleshoot Windows, Mac OS, and Microsoft Office, arranged supplier repairs, and updated gear while customizing project data reports, installing various programs, and providing advanced support to cross-operational teams. Prepared laptops/desktops for deployment utilizing ZTI/SCCM/USMT tools. Tested new hardware and software, trained workers, and maintained Active Directory devices and user accounts. Provided high-level 2nd/3rd-line Windows desktop/Azure Virtual Desktop, & Apple OS support.
● Configured and troubleshooted printers, desktops, laptops, and MacBooks for cross-technical user networks using HP Manager to track and document issues/solutions (tickets)
● Supported clients remotely and onsite (Including travel to multiple sites), installing, transferring, and programming VOIP phones, decommissioned laptops and desktops
TCML/CSC/Raytheon, Tucson, AZ
Desktop Support Technician, June 2015 – November 2015 Directed asset management and oversight for a fleet of 1200+ laptops running Windows 7, Lotus Notes, Microsoft Office, Bitware, and various software and databases.
Education
Bachelor of Science in Biology
Palmer College, Charleston, SC
Certifications
InfoSec Institute – February 2016
Certified Information Systems Security Professional (CISSP)
(Completed the training class & studying for the certification exam) Dell Computers – September 2005
Dell Desktop/Laptop Technician Certification
New Horizons Computer Learning Center – August 2002 CompTIA A+ Certification
Implementing Microsoft Windows Professional & Server AmeriTrain of GA, Inc. – April 2000
Microsoft Certified Systems Engineer
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