Desktop Support Help Desk

Michael Towles

*** ******* ******* *** *** Rock Hill, SC 29730

Mobile 336-***-****

********@*******.***

Profile

Offering accomplished experience, credentials and technical expertise in the areas of PC and Desktop Support across Windows Network and Telecommunications.

Skilled in communicating with highly technical information to both technical and non-technical personnel.

Self-starter with the ability to work with little or no supervision.

Dependable, career minded, hardworking, and can always be depended upon to do quality work.

Organized with good time management and strong prioritizing skills.

Internal/External Customer Service with escalation resolution

Add/remove end users with Active Directory

Tier 1, 2 and 3 Help Desk and Hardware Support

Handled a large volume of phone calls, chat and emails.

Also, I have my CDL A driver license drove Semi Trucks for 6 years was 2 years as a company driver and 4 years as owner operator.

Education

ITT-Technical Institute, Charlotte, NC Graduate: June 2010

Associate in Applied Science – Computer Science and Network Systems

3.60 GPA

Skills

Technical Knowledge:

UNIX, AIX, Linux, Cisco Network IDS, Cisco Host-based IDS, eTrust Access Control, ESM, and IDS. Remote tools, DES encryption, Digital Certificates, SSL, VPN, IPSec, TCP/IP, DNS and web security architecture, Microsoft SQL, BMC, Spam Assassin, Nmap, Nikto, Nessus, Active Directory and SharePoint

Operating System:

Windows (11, 10, 7, NT, XP, Vista) . Cisco Router Programming and Internetworking

Familiarity with Red Hat Linux . Windows 2000, 2008 and 2019, 2022 server,

installation, implementation, maintenance and support

Computer Hardware:

Troubleshoot, install, and upgrade hardware (printers, scanners, video card, audio card, hard drives, modems, servers, Network Interface Card, CD-RW, DVD-ROM drives, memory)

Computer Software Applications:

Microsoft Office 365 (word, Excel, PowerPoint, Outlook)

NCR POS applications

Enterprise Software

Service Management technical application for corporate end users.

Networking:

Basic knowledge of Networking principles, familiarity with LAN and WAN infrastructure design, implementation, administration, maintenance and support (TCP/IP Protocol, Cisco Routers, switches, DNS, DHCP)

Work Experience:

Anubiss Transportation LLC, Rock Hill, SC

Transportation/freight Truck Driver, February 2018- November 2022

Independent contractor threw Schneider National owner operator

Dry van OTR

Schneider National INC, Charlotte, NC

transportation/freight Truck Driver, May 2016-February 2018

Company driver reginal / OTR

Dry Van

No touch freights

Insight Global/Presidio, Raleigh, NC

Technical support, February 2016-February 2016

Migration project with High Point Hospital placing in the Cisco IP phones

I also disposal of old phones and train new user on phones

2,000 phones were place in the hospital and remote sites

Work closely with the engineer to make sure the Data ports was working and getting the Power over Ethernet up with switch.

Tech Systems, Greensboro, NC

Helpdesk and Technical Support, March 2015- January 2016

Help desk, Primary duties include supporting corporate end-users with PC, server, mainframe, and hardware issues on wide variety of both commercial and proprietary systems and applications

Phone Volume high resole customers issues.

Family Dollar Inc., Matthew, NC

Helpdesk support Analyst Tier2 and 3, October 2011- February 2015

Troubleshoot, Desktop and Laptop computer systems.

Cisco routers, Cisco switches and other network devices for wired and wireless LAN/WAN technologies.

Windows mobile devices, wireless devices, thin client devices

POS system, Offline projects and emails

Utilize system tools, diagnostic tools, online databases, and technical documentation to expedite repairs and configurations

Exceeded monthly goals by successfully handling more than 400 calls per week.

Assist IT development and support teams in identifying and resolving issues with hardware and software deployments

Coordinate with other IT teams and vendors for the timely delivery of hardware and data products to meet established needs and deadlines

Follow established quality assurance guidelines to ensure products and services meet or exceed our customers’ expectations

Responsible for the management, inventory and reporting of parts and supplies

Created new account, reset passwords and configured access for users.

Use Active Directory to add/remove reimage PC or Laptops

Resolved customer complaints and concerns with strong verbal and negotiation skills

Trained new employees and explained protocols clearly and efficiently.

Handled many phone calls, chat and emails.

Link Technologies (Wachovia Banks conversions), Charlotte, NC

Technical Support/Installation March 2011- October 2011

Wachovia to Wells Fargo conversion software set-up

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

Install foreign cash machine, check readers and debit inside the Banks

Install new Printers and servers

Conferred with staff users, and management to establish requirements for new systems or modifications.

Referred major hardware or software problems or defective products to vendors or technicians for service.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Enter commands and observe system functioning to verify correct operations and detect errors

Apex Staffing, (Wachovia/Wells Fargo), Charlotte, NC

Technical Help Desk Analyst, June 2010- January 2011

Technical assessments of hardware, software, tools, applications, firmware, middleware, and operating systems to support business operations.

First call resolution and Ticket/Remedy

Assisted customers with user id/password issues, verified credentials of user accounts, communication configuration and access, product applications via internet/extranet using various versions of Internet Explorer and Netscape.

Assist users with remote communication (VPN) configuration and access. Support product applications accessed by internet/extranet that use Internet Explorer.

Troubleshoot OS, hardware, and Software Errors/ issues for Wachovia Securities brokers. Perform installs in compliant with move add change requests policies.

Assist with adding applications and programs with Active Directory for new and promoted employees

Assisted internal and external customers of all levels of technical knowledge with software installs, Configuring OS and hardware devices on various operating systems.

Supported high volume of Incoming calls daily using ACD phone system from approximately 23,000 active ACOUNTS, prepared packages for shipping, created solution documents for analyst troubleshooting, researched issues, logged trouble tickets, followed up on customer issues for product and service satisfaction.

Assisted management in training newly hired staff on products/services and banking operations. Worked with other departments within the banking industry to resolve customer issues, inventoried, and ordered supplies for call center using procurement process system.

Activities:

Volunteer, at Homeless shelter/Nonprofit

Royal Lodge 718, Charlotte, NC

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