Desktop Support Service Desk
Resume:
Kenneth L Green
Columbus, OH *****
***********@*****.***
Summary:
IT professional with 10+ years of experience with Desktop Support and Computer Technician experience in various industries. Extensive knowledge of IT project management and systems security.
Education:
The Pennsylvania State University
BS Admin of Justice/Minor Business Law 1998
AA Arts and Sciences Pennsylvania. 1996
Technical Skills:
Operating Systems - Microsoft Windows XP, and 7,8, 10 &11
System Tools - Active Directory; SCCM; Citrix; Remedy; Host on Demand; Remote Access. Service Now
Software- Microsoft Office; Lotus Notes; Link/Skype; Clarity; Lansweeper, Microsoft Teams; MacAfee Antivirus Security etc.
Hardware- Dell Printers, Laptops, Desktops; HP Printers, Laptops; Cannon, Lexmark. Lenovo Laptops &Desktops; Cisco
VoIP phones
Ticketing Systems – ServiceNow, Citrix, Eagle, Vulcan
Professional experience:
Company: Insight Global LLC / COTA – Central Ohio Transit Authority Jul 2023 - Jan 2024
Position: Service Desk Analyst
A client of Insight Global is seeking a Service Desk Analyst position for their team. This candidate will be responsible for resolving various hardware/software, peripheral (digital display devices, docking stations, etc.), and telephone problems. Completing PC and Macintosh peripherals and phone installs as required. This role will assist in an end point refresh that will be taking place towards the end of this year and day to day will be managing tickets through the queue.
Responsibilities:
Maintains an inventory of I.T. equipment and works with Supply Management staff to auction obsolete equipment and follow proper disposal procedures for non-sellable equipment
Performs file back-ups and restores, using Commvault software; applies anti-virus updates and performs password resets as needed by the users
Assists staff in configuring training rooms, conference rooms, etc. and providing technical assistance on equipment as required for meetings
Responsible for recommending and implementing new technical solutions
Responsible for end user system and user administration for the entire organization through Active Directory
Fields incoming Incident and Service requests from end users
Assesses and installs appropriate upgrades, patches, drivers, etc.
Identifies and learns appropriate software and hardware used and supported by the organization
Ensures license compliance and documentation
Performs hands-on fixes, including software/hardware installation and upgrades, implementing file backups and configuring systems and applications
Performs advanced troubleshooting and remediation
Responsible for end-to-end support of a complex network located in multiple locations, including supporting local and remote users
Available to support critical business issues 24/7 as part on an on-call rotation (after first 2-3 months) – this will be overtime work
May be required to be available through a mobile device via voice and/or data during and outside of normal working hours. Must respond within the defined Service Level Agreement
Barrister LLC Feb 2023 to Jun 2023
Onsite Application Support
Responsibilities:
Resolved the Hardware and software upgradations on the enterprise level along with maintaining the stability and security for various systems
Providing software application support under the supervision of the Senior Engineer.
Analysed the software application functionality and suggesting improvements.
Ensured the effective front-end and back-end functionality of applications.
Coordinated with the software development team, internal users, and clients to improve application performance.
Managed the code migration across environments to ensure continued and synchronized functionality.
Establishing the root causes of application errors, and escalating serious concerns to the Senior Software Engineer.
Diverselync LLC, AEP American Electric Power Columbus, OH Aug 2021–May 2022
Application Support/Engineer Deployment Specialist/American Electric Power- 9-month project
Responsibilities:
Office 365, SharePoint, and OneDrive application support.
Reimaging computers and troubleshooting computer hardware issues.
Identified and assessed the technological solutions for multiple applications.
Debug the applications as requested for the end client users including Sharepoint, OneDrive and office 365.
Implement Hardware and software upgrades and maintain stability, usability, and security for desktop/laptop/mobile systems
Handle the TCP/IP troubleshooting and configuration.
Transfer Data, create profiles, setup password, break fix into devices when necessary for ticket resolving issues
*Used Following Software on a daily basis: Active Directory, SCCM, Service Now, Microsoft Office 2016 &365 with TEAMS, Remote Desktop Tool (RDP), IVANTI imaging software, McAfee Internet Security. UPS Worldship w/ label printers*
Central Point Partners/ ABBOT LABS/ WIPRO During Covid Onsite Jun 2020 - Feb 2021
Responsibilities:
Work with other Support Center analysts and Senior Technicians to understand workstation support needs. Resolve calls that have been escalated in the Call Tracking system; assume primary responsibility for clients workstation support; provide hands-on and remote controlled workstation support services; provide expertise on support services when requested by peers and clients. May be required to create software images; lead/participate in Hardware &Software deployments;
Hardware and Software procurement and disposal; management of print server queues and network printers. Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; provide ?on-call? level-2 support; provide primary Support Center operation (approximately 40 ? 80 hours annually) to maintain awareness and enhance operations of Support Center; personally operate support outposts in client area; reconcile client demand for services with available resources; participate in Support Center planning functions; record all support activities for proper measurement of support business.
Stephanini Staffing / DeVry University Jun 2019 - May 2020
IT HelpDesk Support Specialist
Responsibilities:
Helped create images, back-up data, and seek new updated software that are compatible with new operating system
Provide support for end-user IT problems, tracking all interactions in the IT helpdesk system.
Respond to IT support tickets, troubleshoot hardware and software problems on various devices
Update IT knowledge base directory with new help items for troubleshooting
Worked closely with other team members to identify and suggest resolutions and improvements
Central Point Partners /JP Morgan Chase 2018- 2019 mid 2019
Applications/HelpDesk Support, Columbus, OH Mar 2019–May 2020
Responsibilities
Provided the applications support through email, phone calls or live chat.
On-call support requires an application support analyst to give the user on the other end of the call their full attention. Furthermore, it is their responsibility to look at all the factors of the various issues to prevent other users from experiencing similar issues.
Kept a track record of configuration changes and scheduling application updates.
Documented the processes and monitor application performance metrics.
Provided the front-end support to clients as well as internal departments.
Served over 1600 Chase Banks across the US
Implemented a wide range of creative solutions and used judgment based on technical and business knowledge to determine the best course of action to resolve technical issues
Remoting into Lexmark Printers and resolving and technical difficulties that has occurred from within the Lexmark Printers and scanner device
Troubleshooting scanning problems, educating the branch manager on how to service the device properly when necessary
First line of defense in finding the root cause of an application malfunction and escalating the issue to senior Engineers.
Revolution Technologies Financial
Help Desk Support Technician/Chase-Lexmark
June 2018 - August 2018
●Remote help desk support for all Lexmark hardware issues (Tier 1 and Tier 2)
●Coordinated/communicated with multiple levels of Lexmark and JPMC to accomplish the mutual objectives
●Supported JPMC end-users calling the help desk for perceived Lexmark hardware issues
Citibank for HP Financial
Help Desk Support/Deployment Analyst
Feb 2017– May 2018
●Performed Desktop support supporting 600+ end users via ticket queue using ServiceNow
●Served as a Deployment Technician as well as Front and Back End Desktop Support for Windows and VDI environments.
●Responsible for Laptop and Thin Client Repairs, setting up and monitoring Cisco Telephone Systems, and setting up workstations and Imaging VDI’s for new employees
PCM Sarcom/ Nationwide Insurance
Help Desk Support/Deployment Analyst
Jan 2017- Feb 2017
●Worked on ServiceNow system, Active Directory support, New Hire laptops, Windows 7/8/8.1/10 pilot program, and hardware refresh deployment/backlog program.
PCM Sarcom/ JPMorgan Chase Financial
Printer Technician
Nov 2015– Jan 2017
●Was Assigned 11 locations throughout Northern Columbus, OH; serviced well over 24,000 end users.
●Worked out of a Ticket Queue and travelled when required
●Assisted in answering regularly scheduled service and maintenance calls for repeat end users
●Troubleshooted, serviced, set up, repaired over 500 printers thus far (HP)
JP Morgan Chase
Desktop / Help Desk Support Technician
Apr 2015- Nov 2015
●Participated in a massive 3000-piece Deployment Nationwide for a major Corporation. (HWR)
●Helped create images, back-up data, transfer data, and seek new updated software that was compatible with new operating system.
Honda
Desktop Support Technician
July 2013-Sep 2014
●Utilized Active Directory to manage the accounts of 1600+ users, create and reset passwords, create groups and group memberships, and create access control.
●Daily Remote Accessing with administration privileges to resolve generated HEAT Tickets using Citrix (Ticketing Software) to resolve user inquiries.
●Performed break/fix repairs, printer repairs setups & mapping, ordered parts from Dell and Printer parts from Lexmark.
●Imaged over 1000 PC's/Laptops for the Windows 7 Deployment project successfully.
●Saved End User data in USMT format in XP and transferred successfully to Windows 7.
●Responsible for troubleshooting basic networking issues, configuring and installation of software applications for end users.
●Connected over 200 Cisco VOIP Telephones and linked them to the network using IP Communicator software.
State Auto Insurance
Deployment Specialist
Mar 2013- June 2013
●In-charge of Equipment management and generating Build tickets for the company deployment.
●Build ticket consisted of researching old Win XP apps, and cross referencing them to current compatible Win 7 software.
●Responsible for generating the build tickets for each department, and then used for the building and imaging the machines.
●Managed inventory and establish which equipment was scrap-able v. re-usable equipment.
AEP Electric
Deployment Specialist
Nov 2012- Feb 2013
●Team Player in a large 18,000-piece deployment project over the next year
●Deploying Desktops or Laptops; removing all old physical equipment and re-installing all new equipment, recording old and new asset data.
●Prepared systems for Network Downloading
JP Morgan Chase
Deployment Specialist
Oct 2012- Feb 2013
●Team Player in a large 14,000-piece deployment project over the next 6 months
●Dual responsibilities in the Imaging and Physical Deployment of Laptops, Printers, Desktops, and Scanners
●Assure compliance with Companies Rules and Regulations
●Sub-manage new deployment technicians with procedures
●Assisted with early preparation work in advance for next scheduled dates of deployment
●Deployed over 100 Desktop/Laptop combinations from Microsoft to Cisco with anywhere from 2-4 monitors.
JP Morgan Chase
PC Technician
May 2012- Jun 2012
●Team Lead in a huge 100-piece deployment project over 2 months
●Deployed Desktops, Laptops, and All in One Copy Machines; removing all old physical equipment and re-installing all new equipment, recording old and new asset data.
●Repaired equipment by board swap except CRT monitors
●Worked within a warehouse atmosphere
●Prepared systems for Network Downloading
State of Ohio Department of Youth Services
PC Technician
Mar 2012- May 2012
●Traveled to each of The Ohio Juvenile Correctional Facilities and removed all old physical or damage equipment and re-installed all new equipment, recording old and new asset data.
●Prepared systems for Network Downloading
●Saw each project completed successfully until new service tickets were issued.
Green's Cellular and Laptop Services
PC, Laptop and Cellular Technician / Owner
Oct 2008- Jan 2009
●Built/repaired equipment and handled Sales
●Specialized in Dell PC's, Laptops, and Cellular Phones
●Provided On-location service calls
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