Service Desk Customer Support
Resume:
Richard Fox
Lawnside NJ, ***** ad5o91@r.postjobfree.com
Experienced IT Professional with strong Customer support and Management skills and troubleshooting skills
including the ability to diagnose, troubleshoot and resolve technical problems. Seeking a position where I can utilize my Management skills and working knowledge of software, hardware, networking and operating systems to meet service level agreements and exceed customer expectation.
Education
Camden County College - Cherry Hill, NJ
NETWORK LEARNING INSTITUTE-Marlton, NJ
Skills
A+, NET +, CCNA and Security +
Additional Information
TECHNOLOGIES:
Windows 2007/2008/2010/, MS Office Suite 2007/2010/2013/2016 Windows Server 2008, 2010, 2012 and Microsoft Teams
Active Directory, Network Protocols such as LAN/WAN, TCP/IP,DHCP VPN
Work Experience
Service Desk Manager
PHMC Public Health Management Corporation
Philadelphia, PA
July 2017- Sept. 2023
• Work with IT department leadership to establish new IT Systems Support based on ITIL Foundation principles by using Metrics gained via the ticket sytem on a weekly, monthly and yearly basis or as need.
• Follow, uphold and improve upon established Change Management policy and procedures set by the CIO.
• Manage the Service Desk and Help Center consisting of 15 Service Desk Technician and 2 Support specialist on their day to day workflow and responsibilities using metrics on a daily basis and conducting one ones monthly.
• Responsible for the configuration and management of the Manage Engine Service Desk ticking Sytem platform for all IT employees.
• Management of a fleet of 3000 mobile devices using the management software (MDM).Such as account setups and any mobile phone issues.
• Deliver hardware and software deployment projects to expectations budget, resources and schedules. Manage methods and results to IT mission, vision and values on a day to day basis.
• Acting as a liaison between the local and remote principals to ensure that support issues are managed to expectations for approximately 4000 end users onsite and remote. Also doing hands on technical work when need such as troubleshooting PC and mobile phones or re-imanging PC and trouble shooting and installing software applications.
• Manage and maintain correct levels of IT Hardware stock and inventory using the ticket sytem on a daily and weekly basis.
Service Desk Technician 2
Pacific Architect Engineer
PAE - Marlton, NJ
July 2015 to July 2017
Provide daily desk-side or remote assistance to all employees, and managing the ticket Que for user
request
Provide daily support for onsite contract employees
Daily Management of Active Directory objects (Creating accounts, distribution groups, custom
mailboxes objects, adding users to directories, resetting passwords, disabling and deleting expired
accounts)
2
Create/Modify network folders (Creating folders, Adding/Removing Permissions, assisting users with
files)
Assisting users with mapping network drives and printers
Imaging and deploying company computing resources, workstations and peripherals
Assembling, imaging, repairing desktops and laptops.
Installing, configuring and upgrading of Software applications
Desk side Support Engineer
National Disease Research Interchange - Philadelphia, PA
October 2014 to June 2015
Provide Desktop Support for end users, creating accounts through Active Directory.
Server support, installing software and upgrades on the server.
Responsible for Windows 7 deployments, and desktop/laptop migrations of existing computers, for
remote as well as on-site users.
Printer support, virus removal, manage user expectations with regard to their resolution timeframe and
status.
Take ownership and accountability for the case resolution process.
Desktop Support Engineer
Decisive Business Systems - Pennsauken, NJ
April 2014 to September 2014
Supplying Desktop Support for end users, creating accounts through Active Directory. Server
support, installing software and upgrades on the server. Responsible for Windows 7 deployments,
and desktop/laptop migrations of existing computers, for remote as well as on-site users. Printer
support, virus removal, Re- imaging of computers. Manage customer expectations with regard to
their resolution timeframe and status. Take ownership and accountability for the case resolution
process.
Act as a technical liaison with the Security and Development teams to evaluate and report bugs. Write,
edit and maintain knowledgebase entries.
3
Functions as a second line of support after all Tier 1 resources have been utilized and shares in the
daily workload when necessary.
Participate in knowledge transfer exercises, help Tier 1 increase their knowledge and increase their
overall capability of handling problems without assistance.
Desktop Support Technician
Temple University Hospital - Philadelphia, PA
June 2013 to March 2014
Responsibilities include and not limited to, Windows migration from XP to Windows 7.
Providing all end user support, troubleshooting all software and hardware issues for desktop and laptops
performing all reimages and upgrades to all computers as needed remove all virus, spyware as needed.
PC Roll Out of all computers for the hospitals.
Unlocking and resetting user accounts in Active Directory. Use incident system to create and manage
user tickets.
Desktop Support Technician Level
McElroy, Deutsch, Mulvaney & Carpenter, LLP - Philadelphia, PA
October 2012 to May 2013
Responsibilities include and not limited to, providing all end user support, troubleshooting all software
and hardware issues for desktop and laptops performing all reimages and upgrades to all computers as
needed remove all virus, spyware as needed and make sure all virus software is up to date.
Training secretaries and attorneys on computer hardware and software Installation and management of
software configure network printers and possess clear understanding of remote access. Facilitate setup of
computers and telephones for new hires.
Reports directly to the director of IT daily monitor server, network and system logs for any issues or
discrepancies support site disaster recovery processes monitor and support Cisco hardware/IOS including
switches/routers/VPN and firewall with respect to local and remote office connectivity and maintain healthy
network and server room environment.
Support Microsoft office suite 2003, 2007 and 2010.
Desk Side Technician
CompuCom - Philadelphia, PA
4
July 2010 to September 2012
Software / Hardware Break Fix technician IMAC, installs moves, adds, changes. Support IMB, Dell,
Compaq PC desktops, Laptop, and Mac's. Networking Interfaces Protocols, Network Printing.
Communications Software, Implement Desktop Operation Systems and device Drivers. Support e-mail
systems such as Microsoft Office 2003/2007. Implement asset Management services and Asset
management tools, support productivity Applications. Have a working knowledge of Exchange Server.
Coordinate hardware and software installations and upgrades to ensure work is performed in
accordance with company policy. Recommends resolutions to complex matters of significance and
coordinate the implementation of the approved course of action.
5
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