\

Robert Newman /919-***-****/ ad4sj4@r.postjobfree.com

PROFILE

Desktop Support Technician with 20+ years of experience, combining technical, analytical, and engineering qualifications with demonstrated achievements in troubleshooting, maintenance, and operations. Exceptional communication (Verbal and Written), interpersonal, motivational, and strong listening skills. Self-motivated; deadline oriented. Answer questions and resolve computer problems for clients in person, via telephone or from a remote location. Demonstrate proficient and expert knowledge of current desktop and laptop hardware systems; network and desktop operating systems and standard applications and utilities. Ability to multi-task in a fast-paced environment.

CORE COMPETENCIES CERTIFICATIONS

Technical Support & Troubleshooting

Ticketing System

User Training & Support

Operating Systems Installation

Software Installation & Configuration

Customer Service

Active Directory

LAN

VPN

Microsoft Windows

VoIP

ServiceNow

Encryption

Computer Networking

CompTIA A+

Windows XP

Windows 10

Experience

Fujifilm Diosynth - Refresh Project July- 2023 – Feb. 2024 Kelly Services

Hired for refresh project to replace HP laptops with Lenovo laptops as well as monitors, keyboards and mice. Use spreadsheet to contact users and schedule on Outlook calendar for installation. Use SCCM to keep users in the same software groups. Export bookmarks and passwords to new laptop.

Tek Systems, NC – Sr. Desktop Support Aug. 2021 – Sept. 2022 Labcorp

Installing, configuring, monitoring and troubleshooting PCs and related hardware on all OS platforms. Imaging and shipping computers to LabCorp contractors and employees for classes. Then assist remotely with setup or any technical issues they have. Providing technical, diagnosing and troubleshooting hardware and software problems, including desktop, laptops.

Tek Systems Raleigh, NC – Sr, Desktop Support Oct. 2019 – June 2021 Santa Fe Natural Tobacco

Onsite technical support for RJ Reynolds taking care of computer and connectivity needs of employees in a manufacturing environment. Windows 8, Windows 10, MS Teams, Office 365, Lenovo, Dell, HP. Service Now ticketing system. Managed all A/V equipment in conference rooms, Projectors and large screens.

Smartsource – Migration Tech Aug. 2019 – Oct. 2019 Biogen Migration Team

Hired to migrate computers of Biogen employees from HP to Dell laptops. This project never got off the ground while I was there, so I spent time assisting Biogen techs with their daily ticket assignments in resolving technical problems. I accepted another assignment before the migration project got started.

Techniforce LLC Durham, NC – Migration Tech May 2019 – July 2019 Medicago Migration Team,

Hired to migrate computers from Windows 7 to Windows 10 for Medicago, Inc. in an Office 365 environment. Some migrations were completed but the project did not progress fast enough due to lack of processes in place and interruptions in the supply of computers from the vendor necessary to keep the migration and new hires going. They decided to outsource the project after new management.

Solarwinds MSP Morrisville, NC – Migration Tech July 2018 – Feb. 2019 Migration Team

Responsible to assist Solarwinds customers migrating from the soon to be discontinued ControlNow dashboard software to the new RMM software. Confirm accuracy of licensing after upgrade before finalizing account and sending to Finance. Assist customers with low level technical issues by sending screen shots, documentation or walking through problems. This was a temporary assignment that expired with the end of February.

EA Renfroe – Aug.2017 – Oct. 2017

Insurance Adjuster

Accepted CAT deployment to Frederick, Maryland to work total loss claims for State Farm due

to hurricanes Harvey and Irma. Took calls from claim holders and salvage vendors. Adjusted claims,

made payouts to lenders and claim holders. Contacted Autosource to add or remove features from vehicle evaluations.

U.S. Dept. of Agriculture - May 2013 – Aug. 2017 Sr. Technical Support

Provide onsite technical support for USDA employees and remote support for field employees. Presided over 2013 migration to Windows 7. Service Now ticketing system. Responsible for:

Resolving account problems with Active Directory

Resolving computer hardware/software problems

Resolving Bitlocker encryption problems

Setting up Blackberry/iPhone accounts

Resolving printing problems

Managing A/V equipment

Resolving network connectivity problems

Resolving log in problems with password or Lincpass

National Institute of Health and Environmental Science – RTP Oct. 2012 – March 2013 Network Migration Team

Windows XP environment

Confirmed significant ticket reduction when I worked desktop support.

Performed site survey in preparation for network upgrade from HP to Cisco switches.

Gather network port numbers and MAC addresses to insure uninterrupted connectivity to all devices after cutover.

Log on to all computers post-cutover to confirm connectivity of computers, printers and other devices.

Work desktop support tickets between cutovers (troubleshoot computer hardware, software, wireless, printer/fax/scanner, VPN, accounts problems). Project ended prematurely.

PPD Pharmaceuticals July 2012 – Sept 2012

Migration Tech

Contact customers and set appointments for them to drop off laptops for hardware/software upgrade (Windows 7 migration).

Meet with customers to verify software needs and inform them of changes due to upgrade from Windows XP to Windows 7.

Upload customer’s profile to network share with Windows Migration Tool, then restore profile to new IBM Thinkpad laptop.

Verify proper working of Outlook (folders and mailboxes restored), VPN connectivity, wireless and printers restored. Used LAN Desk for remote support.

Add any additional software indicated by customer. Deliver new laptop to customer. Transfer old laptop to storage.

Project finished on schedule.

National Institute of Health - Research Triangle Park Sept. 2011 – June 2012 Desktop Support

Check ticket queue at the start of the day. Determine which tickets require quicker attention. Contact customers for clarification/need for visit.

Troubleshoot hardware/software/network/wireless/VPN/printer problems. Resolve, escalate or contact third party vendor under SLA compliance as required. Confirmed significant ticket reduction after my arrival as well as increased customer satisfaction.

Upgrade any OS older than Windows 7 unless attached to a lab device requiring an older OS.

Set up new computers for new hires and confirm working account.

Reimage computers needing software upgrades. Save customer data and restore after reimage.

Set up Blackberry phones for customers. Use Active Directory to confirm accounts or change passwords.

Sony Ericsson – Research Triangle Park - Nov. 2006 – Dec. 2010 Senior Desktop Technician

Check ticket queue at the start of the day. Determine which tickets require quicker attention. Contact customers for clarification/need for visit.

Troubleshoot hardware/software/VOIP phones/network/wireless/VPN/printer problems. Resolve, escalate or contact third party vendor under SLA compliance as required. Over 80 tickets in queue when I started. Relief noticed within a week. Commended for (quality) high ticket reduction.

Responsible for remote support at Toronto, Canada site. Also other remote sites (Seattle, Austin, Atlanta, Miami, San Francisco) if assigned tech not available.

Verify accounts with Active Directory, change passwords, add/remove computers to/from domain.

Maintain knowledge base entries of problems and solutions. Maintain asset management database for hardware tracking.

Cover VIP conference room meetings to ensure proper working of network connections and audio/visual equipment.

Participate in reconnections during office moves.

Used Service Now ticket system.

Contact this candidate