It Support Help Desk

Matthew Lenard

Nashville, Tennessee, United States

****.*******.******@*****.*** 931-***-****

linkedin.com/in/mlenard

Summary

-Highly motivated IT Support Professional offering 13 solid years of hands-on experience in Windows, Mac, Linux, and virtual environments in the fields of help desk, systems, network, security administration., and technical field work.

-Strong analytical and communication skills; able to work with technicians from various engineering disciplines to troubleshoot complex system-level issues.

-Experience configuring, monitoring, upgrading and maintaining systems hardware, software, mobile devices, and related infrastructure.

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Experience

Senior Field Technician

NTT DATA

Jan 2023 - Present (1 year 5 months)

-Perform troubleshooting, parts replacement, systems upgrades, imaging, deployment, repair, and use on desktops, notebooks, printers, and mobile devices to include software installation and configuration for onsite and remote employees at Vanderbilt Medical Center.

-Respond to ticketing during and after normal business hours regarding all technical issues related to systems, network, and security issues for employees in a hospital environment onsite and remote.

-Identify potential issues that could adversely impact operations and take corrective action. IT Support Technician

Taos, an IBM Company

Nov 2021 - Dec 2022 (1 year 2 months)

-IT administration of managed services company with multiple clients

-Desktop Hardware(pc & Mac),POS & software user support

-Active Directory administration

-ServiceNow ticketing implementation

-Microsoft O365 administration & support

-OKTA and DUO multi-factor authentication administration & support

-Cisco/Global Protect/PulseSecure VoIP/VPN administration & support

-Help desk phone, email, & text support

Field Technician

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Geeks on Site

Sep 2020 - Aug 2022 (2 years)

-Freelance technician diagnosing & repair of computer hardware, software issues for individual clients commercial & residential

Help Desk Technician

CBE Companies

Apr 2021 - Oct 2021 (7 months)

-IT administration of managed services company with multiple clients

-Desktop Hardware(pc & Mac)& software user support

-Active Directory administration

-ServiceNow ticketing implementation

-Microsoft O365 administration & support

-RSA SecurID administration & support

-Cisco VoIP/VPN anyconnect administration & support

-Help desk phone, email, & text support

-VMware administration

-On-call after-hours support

IT Support Technician

Ascension

Mar 2021 - Apr 2021 (2 months)

-Refresh project updated desktop computers & laptops for medical staff onsite Remote Information Technology Security Specialist II UBS

Mar 2020 - Sep 2020 (7 months)

-Identity management & certificate response team member

-Cyberark & Okta administration

-Utilization of Service Now ticketing system

-Support of securepass & smartcard for internal employees Field Technician

ICS, A Korn Ferry company

Nov 2019 - Sep 2020 (11 months)

-Replacing & updating networks for business clients

-Supporting multiple hardwire types to include Cisco & netgear routers, switches

-Firewall updates & administration

-Wiring/rewiring networks on racks & servers

-Setting up VoIP phone systems for clients

-Replacing/updating computer hardware & software

Technical Consultant

Covenant Physician Partners

Oct 2019 - Nov 2019 (2 months)

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-Imaging new computers for health care clinics

-Answer help desk emails & phone calls for it help desk

-Monitor it ticketing software (ServiceNow)

-Administered & installation of Microsoft suite software for internal users & external health clinics

-phone support for health clinics database hardware & software integration IT Consultant

Robert Half

Apr 2019 - Oct 2019 (7 months)

-Technical consultant for business clients

-Work onsite imaging & deploying pc, mac replacement machines

-Onsite supporting Windows 10 & Mojave users

-Android & Iphone support

Technical Support Specialist

CSI Companies

Feb 2019 - Apr 2019 (3 months)

- Provide remote T1 support for managed services customers

- Manage, prioritize, & escalate user-submitted issues

- Manage & recommend support documentation

- Support cloud & on-premise deployments

- Support of Microsoft 365 services

- Manage AD users & objects

- Manage Citrix & VMware sessions

- Maintain performance of deployed computers

- Troubleshoot basic network issues

Desktop Support III

Experian Health

Nov 2017 - Nov 2018 (1 year 1 month)

-Active Directory administration

-Office 365 support & administration

-Exchange server 2010 hybrid integration administration

-Exchange cloud administration (outlook365.exchange.com)

-Desktop support local & remote

-Skype for business 2016 support & administration

-Avaya phone setup & support (cloud-based telephony)

-RSA encryption setup & support

-VMware creation & administration

-OKTA administration

-Documentation of IT support methods on internal WIKI system

-Webex corporate account creation & administration

-Ironkey encryption support

-iPhone/android mobile email setup & support

-Citrix/Azure administrator

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IT & application support specialist

Correct Care Solutions

Jun 2016 - Oct 2017 (1 year 5 months)

-Desktop Support

-Database (SQL) application support

-MS Active directory & Exchange administration

-Remote & onsite support of internal employees & clients

-correction of EMR health records

Service Desk Analyst

Asurion

Oct 2015 - Jun 2016 (9 months)

-MS Active directory & Exchange administration

-Remote support of internal employees

-Mobile IOS & Android support

Remote Technical Support

Service Response Partners, LLC

May 2015 - Aug 2015 (4 months)

-Remote setup of servers and client computers

-Remote technical support of proprietary OpenTable software

-Remote administration of server backups

System Administrator

Prime Health Services, Inc.

Jun 2014 - May 2015 (1 year)

- Administration of corporate server infrastructure Azure

- Active Directory, Oracle, Exchange, MS-SQL, & Linux servers

- Administration of QA department servers

- Microsoft Windows Server Administration (2008 & 2012 R2)

- Monitoring & maintaining server health & system backups

- Corporate firewall maintenance

- Monitoring security compliance policies

- Internal web application & wiki design, maintenance

- Running SQL queries to update internal database

- Responds to trouble ticket requests for technical support

- Troubleshoot Hardware & Software related issues, installations

- Watchguard SSO VPN setup & support,

- WiKid Linux based VPN authentication support

- Implementation of Vmware Esxi 5.5

- Support PBX internal phone system

- Outlook email exchange admin

Global System Technical Support

WTW

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Feb 2013 - Jun 2014 (1 year 5 months)

-Delegate & respond to helpdesk email inbox, phone calls for the Global Service Desk

-Active Directory & Exchange Administration

-Microsoft Windows Server Administration (2003 & 2008 R2)

-Cisco Firewall & Router Configuration

-IronKey Management Administration

-Provide user support for remote VPN access & Citrix for PC and Mac

-Create & support hardware, software key tokens for RSA SecurID

-Provide technical support & coordinate repairs overseas & in the US

-Use Remedy ticketing system in creation & resolution of technical issues

-Setup & provide support for Blackberry, Apple, & Android devices

-Password recovery & sync McAfee endpoint encryption for laptops & desktops Field Technician

Syntechs

Aug 2010 - Feb 2013 (2 years 7 months)

-Perform onsite hardware repairs

-Perform onsite & over the phone troubleshooting.

-Contact customer & schedule appointments for service on products.

-Replace parts such as main boards and power supplies, inverter boards, & IR boards

-Perform Tests & measure volt, ohm readings

IT Service Desk Technician II

Oct 2011 - Jan 2013 (1 year 4 months)

I have gone from setting up new employees computers(laptops & desktops) for 15 months to critical technical support of break/fix issues including hardware and software. Help desk technical support to entire company. Not only behind the scenes setting up & supporting users but also face-to-face interaction on a daily basis. Administrative support of Healthcare based web-apps such as PeopleSoft PW resets, Supporting users in the transfer of files to New Systems. New employee set-ups, installation

& support of healthcare-based software. Support of Citrix online access of company users including pw resets using DameWare remote support of At-Home users as well as in office at other remote branches. Familiar with other means of remote desktop access including remote control via MS exchange panel. Microsoft Active Directory & All Office Suite Support including Excel. Work all sides of the company with full security knowledge and Admin Access. Pgp and Symantec encryption of all machines including Computrace on xp and win7. Full computer hardware and software support. Knowledge and daily use of Microsoft Active Directory in construction and addition of new systems on the network. Not only a broad technical range but also a large portion of social interaction within the company. Technical/Desktop/Network Support

Insight Global

Jul 2011 - Sep 2011 (3 months)

-Onsite support of Opryland hotel, golf course, and General Jackson POS systems

-Desktop support for internal employees, conference clients, and guests

-Implementation and support of Cisco routing and switching

-Network connectivity support including wifi setup & hotel networks Technical Support Specialist level 1

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Uniguest

Nov 2010 - Jun 2011 (8 months)

-Remote installation and monitoring of security software for hotel kiosks

-PrinterOn printing service, installation and support

-Printer and pc troubleshooting on hotel computer kiosks

-Network connectivity support

-Coordinate & support computer kiosk setups in regional hotel chains Education

Austin Peay State University

A.A.S., Computer Science Information Technology & Electronics 2008 - 2010

-Extensive computer & electronics training in lab on Army base Licenses & Certifications

CompTIA A+ - CompTIA

Skills

Desktop Administration • VMware • Microsoft Intune • Mac & PC platforms • Strategic Communications

• Security Management • 3rd Party Software Integration • Field Installation • Network Support • System Administration

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