Support Specialist Desktop

I am a hardworking individual, with strong written and verbal communication skills. I work well as an individual, needing little to no management, and in a group. I am punctual, ethical, honest, and courteous. I am motivated to move up within a company. I strive to complete tasks in a timely manner. I take pride in the quality of my work, and take the initiative, when I notice something that needs to be done. I love to research and learn new things, especially software, and hardware systems. I am currently studying for my CCNA certification and would like to begin study for Security certifications after that. I'm seeking a position with a company I can believe in and work with long term to better not only the company but advance my own life goals as well.

PROFESSIONAL EXPERIENCE

Allegion (TekSystems) May 2023 - Present

Field Services Technician

●Maintaining and servicing zebra label printers. Cleaning, repairing programming, and maintaining in a production environment to ensure production levels.

●Maintain, troubleshoot, and repair windows, software, and hardware issues on production line computer desktops

●Maintain, troubleshoot, and repair windows, software, and hardware issues on all office and factory personnel laptops.

●Maintain all hardware and software at the assigned location including monitors, copiers, document printers, laptops, conference room hardware and software

●Main tech facilitating factory location move, installation and network connections of all hardware as it was moved to the new location.

●Managed all site tickets via service now

DC Coaters (Simply Driven Staffing) January 2023 - May 2023

IT / Lab Technician

●Handled all IT issues including network and wifi, office software

●Ran chemical tests on each of the coating line stage tanks 4 times per day for consistency

●General troubleshooting on computers

The Cellular Connection: Carmel, IN October 2014 – November 2022

Desktop Services Technician – 08/15 – 11/22

●Providing advanced/tier 2 technical support for stores and corporate office.

●Troubleshooting includes escalated tickets from the service desk, ISP issues, network issues with Cisco Meraki, mobile point of sale iPads and MDM, barcode scanners, signature pads, credit card readers, printers, and personnel login issues.

●Managed Genesys Cloud phone systems (created, updated, and managed call flows).

●Managed all corporate and field laptops and office hardware (approximately 500 users). This includes initial deployment and troubleshooting and repairs.

Service Desk Technician – 03/15 – 08/15

●Provided technical support for store locations over the phone and using service now.

●Troubleshooting includes troubleshooting with ISP when internet was down, wireless and wired barcode scanners, signature pads, and credit card readers, workstations, network, personnel passwords and accounts.

Customer Service Representative: Claims Specialist – 10/14 – 03/15

●Fielding calls from stores to process insurance claims on wireless devices

●Fielding customer service calls, both incoming and outbound

S&R Resources: Indianapolis, IN September 2014 – October 2014

Short Term Contracts

●Computer Refresh project for government offices

●Upgrading computers from Windows XP to Windows 7, using USMT, and WETT

Carmel Clay Schools: Carmel, IN June 2013 – August 2014

Computer Tech II

●Supported all school technology, including teacher, and student computers, AV, admin computers

●Imaging solutions including, Ghost, WDS, MDT, MSAIK

●Software deployment, printer deployment, scripts, batch files

●Supported Windows 7, Windows XP, Server 2008, Server 2012, AD, DHCP, DC

●Responsible for all of the technology trouble tickets at the assigned building

●Switches including Cisco and HP switches

●Hyper-V for virtual environment reference computers

●Researched and implemented WDS, and MDT as an imaging solution for several buildings

Keter North America: Carmel, IN October 2012 – June 2013

Customer Service Representative

●E-Commerce customer service · Compiled shipping reports using Microsoft Excel

●Created, and ship completed orders for e-commerce vendors using SAP

Telamon Corp: Carmel, IN September 2011 – October 2012

Tier 1 – Tier 3 Help Desk Agent

●Fielded inbound technical support for Iomega hard drives

●Assisted customers with troubleshooting their hard drives, and sending replacements when necessary

●Diagnosing and troubleshooting data, and connection issues on Linux (Debian) based NAS drives.

●Walked customers through network connection, and firmware upgrade issues on Windows XP, Vista, and 7, as well as Mac OS X Leopard through Mountain Lion

●Fielded escalated calls when tier 1 agents could not resolve the issue, along with corporate escalations assigned on a daily basis.

●Graded tier 1 RMA requests for quality assurance

●Fielded international support calls from Australia, India, Singapore, Malaysia, and New Zealand

●Troubleshooting, and rebuilding raid 0, 1, 5, and 10 raid arrays via SSH, with anywhere from 2-6 disks

●Reviewing Linux kernel dump logs to diagnose issues, from viewing hard drive smart data, to memory, to operating system issues, data bottleneck issues, and overall device performance issues

Logitech Solutions: Muncie, IN August 2010 – September 2011

Network and Desktop Technician

●Troubleshooting, diagnosing, and repairing desktop and laptop computers

●Server support – upgrading hardware, troubleshooting, diagnosing server issues.

●Troubleshooting network connection issues, both wired and wireless

●Worked with several EMS companies, supporting EMT laptops, including medical billing software

●On site and remote support, including Remote Desktop, VNC, Crossloop, and TeamViewer

●Network and switch configuration, Backup and restore from system images using Symantec Backup Exec

TECHNICAL SKILLS

●Easily adapts to new software and hardware

●WDS and MDT, for image creation and deployment

●Norton Ghost

●Virus removal

●Windows AIK

●Operating Systems – Windows XP, Windows 7, Windows 8, Windows 10, Windows 11, Server 2003, Server 2008 + R2, Server 2012, Server 2016, Mac OS

●Linux – Ubuntu, Debian, CentOS (I have minor exposure to linux, however, I use it at home including SSH, and have supported linux based NAS drives. Linux is something I am working on learning more about as often as possible).

●Desktop and Laptop service and repair

●Software and hardware troubleshooting

●Active Directory

●DHCP

●Configuring Cisco and HP switches

●Hyper-V, VMware

●Researching and implementing new software and processes

●Remote solutions including RDP, VNC, Crossloop, Teamviewer, Bomgar, and SSH

●Service now

●ITIL Foundations Certification

●Cisco Meraki

●Office 365

●Mobile/Remote support

●MXIE (Phone software)

●Avaya (Phone and reporting software)

●Genesys Cloud (Purecloud) Phone system

Certifications

ITIL Foundations

Currently studying for CCNA Certification

Education

High School: Home School – High School Diploma

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