Desktop Support Technician
Resume:
Steve Allison
DeskTop Support
Cowpens, SC *****
***********@*****.***
Coachable and adaptable desktop support technician with demonstrated experience improving IT customer service in multiple environments. Sees IT as an opportunity to solve customer problems by asking the right questions to identify issues and determine technical resolutions. Skilled at communicating with all levels of an organization and explaining technical concepts in easily digestible terminology.
Willing to relocate: Anywhere
Work Experience
IT Support Technician II
COMPUCON-Duncan, SC
November 2022 to July 2024
• Serve as the primary point of contact for virtual ticketing and remote user support, efficiently addressing software and hardware issues.
• Facilitate ordering processes and scheduling warranty work for remote users’ PCs, ensuring timely and effective resolution of equipment issues.
• Lead the setup and troubleshooting of Intermec scanners and printers, enhancing operational efficiency.
• Responsible for PC reimaging and network printer setup, including IP address allocation and user configuration.
• Act as the "boots on the ground" for the network team, contributing to infrastructure projects and problem resolution.
• Develop and write standard operating procedures (SOPs) for IT processes, improving team efficiency and knowledge sharing.
• Proficient in SharePoint, Microsoft products, Bitlocker, and network security, including Zscaler, enhancing data protection and compliance.
• Utilize Remedy and ServiceNow for help desk ticket management, streamlining issue tracking and resolution.
Help Desk Technician
Spartanburg Regional Healthcare System-Spartanburg, SC July 2022 to September 2022
Managed internal customer technical hardware and software issues. Troubleshot up to 30 calls per day by identifying technical issue, determining resolution strategy, and escalating when needed. Key Accomplishments:
• Consistently translated 2-step authentication process by explaining in non-technical terminology why it was important and how to use it.
Asset Inventory Technician
American Credit Acceptance-Spartanburg, SC
April 2022 to July 2022
Inventoried hardware including monitors, laptops, desktops, docking stations, and switches. Recorded name, serial number, and asset tags and cross-referenced with Asset Management Software. Key Accomplishments:
• Ensured system compliance with 100% accurate asset data entry. IT Field Tech Lead
H&R Block-Spartanburg, SC
October 2018 to November 2021
Oversaw hardware and software issues for 31 offices for network, servers, POS, printers, and PC needs. Reimaged Windows PCs and made upgrades, including server replacement, computer refresh, and point- of-sale updates. Troubleshoot client needs during tax season. Key Accomplishments:
• Centralized helpdesk team as primary project manager.
• Reduced asset scanning time after introducing scanners for serial numbers.
• Became 1st person in company history to achieve 30 “5-star” helpdesk ratings in a row.
• Facilitated office cleanings to CDC standards in response to the COVID-19 pandemic. IT Field Tech Lead
RR Donnelley-Phoenix, AZ
April 2003 to June 2018
Managed information technology projects including company mergers, training programs, Active Directory upgrades, hardware depot, server upgrades, and facilitated technical meetings relative to KPIs. Developed project timelines, milestones, personnel needs, and budget. Tracked equipment, reimaged PCs, and completed hardware and software refreshes. Key Accomplishments:
• Spearheaded IT merger with new acquisition including identifying potential technical issues around networks, pirated software, and incompatible software.
• Partnered with security team to bring acquired company up to compliance including installing and updating systems, putting workstations into Active Directory, and updating MDF and IDF.
• Avoided expensive KVM switch and computer during another acquisition by enabling software to run on 1 computer.
• Created Standard Operating Procedures for team around various projects to ensure best practices were adhered to and new companies were aligned.
Education
Associate in Science (AS) in LAN Management
TMCC - Reno, NV
January 2002 to June 2004
Skills
• Help Desk
• Desktop Support
• Active Directory
• Operating Systems
• DNS
• Computer Networking
• TCP/IP
• LAN
• Authentication
• Technical Support
• Microsoft Windows
• Microsoft Windows Server
• VPN
• WAN
• DHCP
• Information Security
• VoIP
• Disaster Recovery
• System Administration
• User Interface (UI)
• Troubleshooting
• Acquisitions
• VMWare
• Network Administration
• Network Support
• Business Requirements
• Asset Management
• Ticketing Systems
• Software troubleshooting
• Technical support
• Communication skills
• IT
• Operating systems
• IT support
• Customer service
• Remote access software
• Computer hardware
• TCP
Certifications and Licenses
MCSE
CompTIA A+
MCP
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