Technical Support Help Desk

Roger Rayner

Summary

Tier * & * Help Lines Technical Support User Training Software/PC/LAN Troubleshooting

•Professional with over 20 years of help desk and IT experience providing software, hardware, client/server and networking technical support.

•Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

•Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

Professional Skills

Networking: Ethernet 802.3, TCP/IP, STP, Telnet, FTP. WAN: PPP, ISDN, Frame Relay, ATM. Wireless IEEE 802.11, EMX-2500, AT&T5ESS, AT&T Autoplex, Billdats, Titan 5500 T1 spans, Titan 532L for cross connecting from T1 to DS0, and Titan 532-DS0 level. Nortel MTX switch. Octel, DMS10,100 and 500 switches, Centrex voice mail systems. IS-41 Himalayan platform. T1 spans on DSX

Routing Protocols: RIP v.1/2, IGRP/EIGRP, OSPF, IS-IS, BGP.

Operating Systems: Windows Server 2003/2008, Windows 7/10/Vista/XP. Linux: Fedora, Ubuntu – UNIX. Windows Active, Directory 2008, Cisco routers, LAN/WAN

Applications: Office: Word/Excel/PowerPoint/Visio/Project (2003/2007/2010), Open Office, One Note,

Teams, Slack, Webex and Skype for instant messaging, TEA, Storewatch, SCCM to monitor and install apps

Virtualization: Virtual Box, Putty, XP Mode, Logmein for Remote Access

Software: MS Office (Word, Excel, Outlook, Access); instant messaging software; VMware applications, ActiveDirectory, Logmein Rescue, Wireshark, Cisco Finesse, Okta and VIP for password authentication

Browsers: Internet Explorer, Firefox, Chrome, Safari, Opera, Sea Monkey, Edge, Duck Duck Go

Call-Tracking Tools: Heat, Cherwell, Remedy, Service Now, Connect-wise, Oracle, Pier

Hardware: PCs, Laptops, Telephony Systems, Printers, Scanners, Routers, Modems, WYSE Thinline

Platforms: Windows 10 and 11, UNIX, NetWare Servers, Citrix

Other tools: Oscilloscope, DVM, RF Signal Generator

Professional Experience

Tmobile INC.

Desktop Support Tech/Field Tech April 2020 -Nov 2023

Service inhouse employee Laptops, PCs, Mac tablets and Iphones in and out of warrenty.

Insured MFA for inhouse employees

Performed field service maintaining POS equipment in all stores maintaining in house network

Store in house maintenance including rewiring DSX panels creating Cat5 cables for switch connections

Using JAMF for Mac connectivity and maintenance

Using Intune and Aternity for equipment maintenance checks

Did phone installations and upgrades

Perform store decoms, rebuilds and installs as well as audits as needed

Worked with WAN support to maintain networks for all stores

Sprint Inc.

Desktop Support Technician Jan 2019 – April 2020

Provide deskside support for in house employees including computer repair of laptops and PCs

Loading software applications for employees, updating OS in laptops when needed

Installing hard-drives and memory in customer laptops

Doing field service maintaining POS equipment in all stores maintaining in house network

Store in house maintenance including rewiring DSX panels creating Cat5 cables for switch connections

Store activities including updating MAC servers and repairing and replacing equipment including brother label printers, Xerox and Bravo printers.

Doing password resets through Active Directory

Maintained UPS AC backup systems

Maintained conference room equipment for inhouse employees

Did digital TV installs and maintain SCALA for store advertisements

Sears Holdings July 2018 -Dec 2018

Tier 2 IT Support Analyst

•Daily operation includes troubleshooting error messages and complexed issue after migration.

•Remote access using remote desktop, POS status tracked through SCCM.

•Installing Optimal Authentication for all users in building to insure added security to PCs laptops and mobiles devices such as iPhones and Androids.

•Setting up One drive and SharePoint for all users in the building in addition to O365.

•Supporting Windows 7/10 and Ubuntu Other tools include MS teams, Skype, One Note, VM ware and proprietary Sears software. Migrations are tracked in Excel.

Connection (formally PC connection) April 2018 – May 2018

Tier 1.5 IT Desktop Support

•Provide first and second level desktop support for hospitals in Northeastern U.S. including support for migration from GroupWise to Outlook mail within Office 365.

•Utilized VMware, Citrix and remote access tools like Bomgar and PC anywhere.

•Used Active Directory for profile modifications when needed

•Repaired devices affected by the migration which included iPhones, Androids as well as PCs and laptops.

ATS Oct. 2017–Feb. 2018

Tier 1 and 2 IT Desktop Support Analyst

•Received telephone calls from users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems.

•Determined root cause and provides accurate, creative, and timely solutions to PC basic-to-intermediate software and systems problems to ensure end-user productivity.

•Performed troubleshooting which included remoting in to customer computers, using tools such as Active Directory for resetting passwords and profile modification.

•Ordered laptops and other hardware for users.

•Maintained printer operation.

•Assisted in cross training to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.

•Participated in team projects that enhance efficiency of PC Help Desk services.

Follett Solutions July 2017–Oct. 2017

Tier 1 Tech Support Specialist

•Provided solutions and technical support to customers, answering questions on function and usage of our products and services via the telephone and possibly email.

•Possessed thorough knowledge of Follett products and services including SQL based Destiny.

•Used Oracle ticketing system with CRM summary application.

•Handled between 20-60 calls daily.

•Edited Java Scripts as needed for product support.

HCL May2017–June 2017

Desktop Support

•Accurately tested, identified, repaired, resolved and documented end user technical issues for basic desktop/laptop/workstation support.

•Provided basic connectivity support (wired and wireless), as well as supporting PDAs, BlackBerrys and basic printer support.

•Troubleshooting and resolve software issues.

•Installed, configured, reconfigured and reinstall software including remote support functions.

•Decommissioned, backed up and restored settings

•Categorized and prioritized end user support requests and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.

•Moved equipment associated with escalated help desk incidents and service requests.

•Performed asset inventory.

•Trained staff on use of hardware and software.

•Recommended and performed upgrades on various systems to ensure longevity.

NET56 Nov. 2016–Feb. 2017

IT Field Engineer

•Responsible for onsite repairs and maintenance of school equipment including: Microsoft Laptops and PCs, Chromebooks, Interactive Promethean projectors, MAC PCs, Laptops, iPads, Xerox printers and Mimio boards.

•Maintained servers, switches, routers and Wi-Fi network.

•Used ConnectWise ticketing system and Outlook mail.

•Repaired and configured IP TV systems including Apple and Roku.

AT&T Jan. 2015 – Nov. 2016

Tier 1 Desktop Support

•Supported customers with phone issues nationwide from a Tier 1 perspective utilizing Citrix-Oracle based, Remedy and AT&T proprietary ticketing and resolving network issues via VoIP/VDNA technology.

•Support included maintaining multiple VPNS for our customers 24/7.

•Used VoIP technology for troubleshooting the P-phones and Cisco phones.

BP June 2014–Dec. 2014

Tier 2 Desktop Support

•Worked on Strategic Comms project remotely assisting onsite engineers with installing and testing via TCPIP, wireless Cisco networks in Europe at Tier 2 level for 800 + sites.

US Cellular Feb. 2014 – June 2014

NOC Associate Tier 2

•Monitored national cellular network, troubleshooting cell site issues and network trunks from DSO to DS3 level.

•Tier 1 and 2 level problem solving using state of the art monitoring systems (Net-cool), Net-expert and remote access through 5ESS, Ericsson LTE and Nortel switching.

•Coordination of conference calls for network outages with upper management and on-site engineers and vendors.

•Responsible for maintaining all 3G network issues.

•Remotely assisting on-site tech with microwave issues at cell sites.

AT&T May 2014 -Feb. 2014

Help Desk Support Technician

•Handled, troubleshoot, processed and resolved all incoming problems/requests/questions submitted based on defined service levels.

•Followed the detailed Service Center guidelines that include procedures on creating/updating/closing tickets, prioritizing problems/requests, and performing escalations and notifications based on the severity of the problem.

•Followed up calls to clients on escalated technical issues and system status updates until the issues have been resolved to the client’s satisfaction.

•Instrumental in keeping the Orange Project going for the night shift.

•Coordinated multiple ticket tasks and resources simultaneously.

Education

Westwood College 2013

Bachelor of Applied Science

Information and Network Technology

CHI Institute 1990

Associate of Applied Science Degree

Electronics Engineering

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