Service Desk Technical Support

Preeloe Duckett

Mobile Phone 214-***-****

Address: *** *. ***** ***** ****

E-mail: **************@*****.***

Objective:

To utilize my 25 plus years of technical support experience which include field and service desk support.

INTERFACE SECURITY SYSTEMS – Tier 2 tech support /installs TTU TEAM / Networking/CCTV & Alarm panel support.

April to present

ATOS IT solutions

Support endusers working from office and working from home Providing support for

• ACTIVE DIRECTORY

• Windows 10/11

• Microsoft office 365 which includes

• OUTLOOK

• EXCEL

• WORD

• TEAMS

• VPN (CISCO ANYCONNECT)

• RDP

• CITRIX ENVIROMENT

• IPHONE SUPPORT

• AIRWATCH

• PRINTER SUPPORT

• JABBER

WE USE THE SERVICE NOW PLATFORM TO CREATE TICKETS FOR ENDUSERS UTILIZING A EXPANSIVE KNOWLEDGE BASE TO PROVIDED SOLUTIONS AND ROUTE ISSUES FOR HIGHER LEVEL SUPPORT.

Feb. 2016 to Jan 2024

*HIGHLIGHTS*

I Have worked for teams that completed major projects for example clients such as Panda restaurant group, DG, Family Dollar, signet, CKE franchise, and others. Provide day-to-day IT support for Installation & Service Techs

• Remotely Configure and troubleshoot connectivity with DVR/NVR/ & MULTI rapid machines /HIKVISION/OPEN EYE/3xlogic and other digital recording devices.

• Support windows

• Support configuring/Installation of IP cameras

• Real time ticket entry by utilizing, monitoring and managing CSHD/Navision systems /Oracle & manitou

• Follow up with end users to ensure problems were resolved successfully.

• Create Documentation to add to companies ever growing IT knowledgebase.

• Track and send parts to Techs in the field by utilizing FEDEX insight website and tools

• Troubleshoot hardware and software problems.

• Assist and Train other coworkers.

• I Troubleshoot complex technical issues on Honeywell and vista, DMP alarm panels& devices.

HCL TECHNOLOGIES - SERVICE DESK ANAYLST –

NOV 2014 TO FEB 2016

• Help migrate major company from desktop-based email to 0365 Identified, diagnoses, and resolved, Level 1 & 2 support requests for clients; Troubleshooting hardware, software, or feature problem; guiding client through corrective steps; escalating problems to 2ND & 3RD levels; Tracking status of problems and solutions. Service Now ticketing system (snow) PREVIOUS TECHNICAL EXPERIENCE

• HP - SUPPORTED THE GUARDIAN OS FOR BANK OF AMERICA

• FIJITSU – PROVIDED REMOTE DESKTOP SUPPORT MAJOR PROJECT FOR STAPLES

• AT&T -- PROVIDED UVERSE TIER 2 SUPPORT

• TELVISTA/VERIZON - SUPPORTED VERIZON FIOS ROLLOUT /RESOLVED ESCALATED CALLS

• NCR- FIELD TECH THAT PROIVIDED ONSITE DESKTOP/PRINTER AND NETWORK SUPPORT FOR MAJOR COMPANIES LIKE WALMART AND 7/11

• US NAVY RADIOMAN 21ST E-5 - FIELD TECH THAT SUPPORTED ALL ASPECTS OF IT FOR OVER 1000 PCS & THOUSANDS OF USERS.

• SUPERVISED 20 PERSON HELPDESK

EDCUCATION

• TECHNICAL EDCUATION CENTER IN DAYTON

• ITT – ASSOCIATE’S DEGREE – INFORMATION

• DATA PROCESSOR & RADIO COMMUNICATIONS “C” SCHOOLS

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