Technical Support Device Management
Resume:
Wilkes Bonhart
Location: Atlanta, GA *****
***********@*****.***
Skills
number of Years exp
Last used
Last used at
Technical Support
8
2022
Mindlance
Office 365
8
2022
LinkedIn Learning/Mindlance
Windows
10
2022
Mindlance
Mobile Platform
6
2023
Talentburst
IOS Configuration
6
2023
Talentburst
IOS Device Management
6
2023
Talentburst
MDM
6
2023
Talentburst
Software Skills: Service Now, Cisco AnyConnect VPN, Global Protect MFA, RSA SecurID authentication/Admin, RFID admin/onboarding, Outlook configuration/troubleshooting, shared mailboxes, SharePoint, Office 365, IOS 16.4.1, iCloud, Air watch, and Apple Business Manager.
Education:
Georgia State University: BS degree in Economics 3.8 gpa
Gwinnett Tech: Microsoft Office Application Professional Certification 3.2 gpa
LinkedIn Certifications: Power BI essentials, Service Desk Management, Microsoft Outlook, Microsoft Intune Device Management, Group Policy, Networking Foundations and Microsoft Azure
Professional Experience:
Talent burst
Client: HCA hospitals Feb 2023-Oct 2023
IOS Deployment Technician
Configure iPhone 14 for end user including HCA hospital applications such as EPIC Rover, MH Cure, etc...
Answer user inquiries regarding phone settings, email settings, and network settings.
Setup and configuration of MDM software for admin purposes
Experience with network and security protocols such as VPN, SSL, and firewalls
Resolve issues relating to software license management, user training, and technical documentation
Resolve IP address leasing issues, changing Ip address lease terms
Inventory legacy devices
Configure Microsoft Exchange mailboxes for IOS device
IOS Deployment Technician
Mindlance
Client: First Key Homes May 2022-Jan 2023
Software Support Specialist
• Oversee the daily performance of assigned vendors
• Answer user inquiries regarding computer software operation to resolve problems
• Monitor vendor ques to ensure all SLA’s are being met
• Train new users on the Facilgo application including any bugs or fixes
• Maintain records of daily data communication, problems and remedial actions taken
• Read technical manuals, confer and train users, investigate and resolve problems, provide technical assistance
• Refer major software problems to product owner
Diversified Tech/TDC Systems Integration December 2019- Nov 2021
Client: Fulton County Elections
Voting Systems Technician
Configuration and monitoring of voting equipment in the precinct
Providing technical support for the optical scanner, ballot marking device, and printer if needed
Contacting other techs for assigned region before Election Day to confirm assignments
Conducting site visits on Election Day, completing checklists, and responding to status inquiries from IOS device
Providing technical support to other techs throughout Election Day
Provide face to face support of client’s voting machines to resolve technical problems
Make hardware recommendations for customers whose machines cannot support the software
Provide installation, setup, maintenance, and troubleshooting support for multiple precincts
Rose International Aug 2018 – March 2019
Client: Kaiser Permanente
Help Desk Analyst
Installing, configuring, and training clients on Office 365 applications
Resolving Active Directory issues including password resets, name changes and access elevation
Troubleshooting issue with Epic software including toolbars, printing issues, and access issues
Educating clients on various features of Outlook Enterprise including data file compression, authentication, shared mailboxes and distribution groups
Coaching clients on Microsoft Teams configuration and settings including skype audio
Configuration of iPhone 6,7,8, and XR phones including apple accounts, email setup, and Mobile Iron
Configuration and repair of Cisco AnyConnect VPN and multifactor authentication
Dexis Software Nov 2017 - Mar 2018
Technical Support Specialist
Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms from customers regarding IT and digital imaging support issues
Walk customers through the process first time installation of software
Assume remote control over customer’s computers to resolve problems
Make hardware recommendations for customers whose machines cannot support the software
Provide installation, setup, maintenance, and troubleshooting support for multiple digital imaging products and services
Document all service requests into Microsoft CRM based software
Hexaware Software Nov 2016 - Apr 2017
Software Consultant\Team Lead
Used remote connection tools (TeamViewer, LogMeIn, Skype, and Teams)
Worked within the in the area of corporate tax compliance software, within a global network of professional services firms, including consolidated filers with multinational and multistate operations
Responsible for hardware and software installation and configuration
Handled printer set up and configuration
Utilized the following tax software engines: OneSource, K1, Partner Forms or other similar platforms
Wipro LLC Sept 2014 - June 2016
Technical Support \SME\Trainer
Documented customer service issues to support technical fixes
Diagnosed and resolved unique, nonrecurring problems associated with Microsoft and Apple application software and operating systems; determined the source of problems and classify their level, priority and nature
Provide professional communication, both written and verbal
Train new employees on service desk procedures
Contact this candidate