Desktop Support Engineer

Paul Goddard

Bellingham, MA ***** ***********@*******.*** +1-774-***-****

•A+ certified technician.

•Dell certified technician DCSE

•Experience in configuring hardware and software.

•Successful track record as a network technician.

•Proven success in troubleshooting computer problems.

•Dedicated, conscientious, easily establishes customer loyalty.

Work Experience

Install Tech/Helpdesk

Boston Document Systems

October 2023 to Present

Drive to customer site and install copier

Setup copier to connect to the network

Also, setup to scan to email and scan to folder

Load drivers for copiers on to computers and setup to print

Desktop Support Engineer

IntegratedIT

October 2022 to September 2023

Help setup laptops and desktops for their client Sisters OF Mercy

Support their network, Active Directory, and Microsoft 365 Admin

Travel to different locations to solve any computer issues

Solved Computer issues remotely and at their desk

Traveled to Albany NY. To replace a Firewall

Kept track of tickets in ConnectWise ticket program

Desktop Support Analyst

Waters

August 2021 to October 2022

Working with Execll as a contractor supporting users in Milford MA

Support for Win7, Win10, Win11 and MacOS

Troubleshoot user issues and resolved them in Service Now

Working with Active Directory resetting passwords and unlocking accounts

Imaging laptops with Microsoft Intune Autopilot

Desk Side Support

NSCGLOBAL

October 2020 to April 2021

Partnered with Atos to Support Voya users in Braintree MA

Supported Win7 and Win10 Dell, Lenovo, HP Laptops

Troubleshot users issues and resolved them thru Service Now

Kept track of inventory laptops and desktops

Supported Microsoft office 365

Worked with Active Directory resetting passwords and unlocking accounts

User Support Engineer

WWTS

August 2018 to July 2020

Partnered with Tech Mahindra to support Aetna users in Wellesley MA

Supported Win7, Win10 and Mac OS Laptops

Also Supported Win10 Virtual Machines

Troubleshot user issues and resolved them thru Service NOW

Supported Microsoft Office 365

Help users with connecting to the Network and VPN

Technology Service Tech I RICOH

November 2008 to January 2018

Servicing Ricoh copiers

Trained on Ricoh copiers MFP 6001, 7001, 8001, 6002, 301

Travel 495 area and 128

Install and configure copiers to customer's network

Updated Firmware on copiers also

Field Service Technician

FIRST LEVEL TECHNOLOGY (NCR)

September 2004 to July 2008

Trained to become Dell Certified Technician.

Updated Firmware, Open Management Software and replaced system boards on Dell servers.

Configured IBM computers for a Fleet Bank network.

POS tier one-technician solving computer problems within retail stores and restaurants.

First line maintenance on ATM’s and serviced Dell laptops.

Help Desk

Staples (Adecco) - Framingham, MA

June 2003 to August 2003

Worked with Staples employees on a project for the installation of Cisco AirNet Access Points withinthe stores.

Called Store Managers to let them know about the installation of the Access Point.

Troubleshot any problems the technicians had with the Access Point.

Collected data in an Access Database.

Second part of project worked with stores on how to use mobile printer.

Troubleshot problems with the mobile printers

Installation Engineer

Amgen (Computer Merchant) - West Greenwich,

RI

April 2003 to May 2003

Worked with Unisys on this project.

Upgraded computers with Microsoft Internet version 6.

Swapped out old Dell computers with new Compaq computers that had Windows 2000 on them.

Installed applications and troubleshot any problems that the end-users had.

Network Services Support

Mount Ida College (Manpower) - Newton, MA

August 2002 to September 2002

Setup systems for staff and faculty, imaging dell computers with images of win98 and office2000.

Supported students with their problems getting online and phone problems.

User Services Specialist

CXO Media, Inc - Framingham, MA

January 2000 to July 2002

Supported remote locations over the phone with network, software, and hardware problems.

Resolved issues by using PCAnywhere software to connect to computers via network ip numbers.

Supported end-users over the phone 40% of the time and at their desk 60%.

Set up remote network with laptops, network hubs, network cables, printers, and a server to allow usersto be productive from remote location.

Performed troubleshooting and resolved software and hardware related problems to ensureproductivity.

Software included Windows 2000, 98, 95, Lotus Notes 4.6, MS Office, Citrix and Mac OS 9.

Maintained and updated database for inventory control of company hardware to provide accurate andcurrent information.

Led a project to configure software to audit hardware and software within company.

Technical Support Consultant

National Grid (Softworld, Inc.) - Waltham,

MA January 1999 to December 2000

Setup and configured computers for their network. Used Lotus Cc mail, MS Office97, NovellNetware 5, Exchange and Norton Ghost.

Troubleshot hardware and software problems at end-users desk.

User Services Support Technician

Pearson Education - Peabody, MA

January 1996 to December 1999

Arranged systems to meet the operating needs of individuals and corporate clientele.

Set up workstations on Novell 5.0 utilizing Client 32, Microsoft Office, Lotus Notes, and WindowsNT and supported Apple computers with Mac OS 8.5.

Migrated users e-mail from Novell group wise to Outlook Express.

Downloaded software from disks, CD-ROMs, networks, and on-line sources.

Troubleshot network printers and individual workstations, repairing hardware and software problems.

Education

Wentworth Technical School - Lexington, MA

Certifications and

Licenses

CompTIA A+

Contact this candidate