IT Desktop Computer Support Service Desk

Cary W. Ebert

Saint Louis Park, MN 612-***-****

https://www.linkedin.com/in/caryebert *******@*********.***

TECHNICAL SUMMARY

Desktop technical support professional with a solid ability to troubleshoot productivity-impacting issues/incidents in software, hardware, and networking to resolve problems quickly, or escalate multiple outages. Well-versed in Windows 10 workstation builds, imaging, software installation, and configuration. In-depth knowledge of Microsoft Active Directory, and a variety of help desk management software such as Service Now and Remedy. Known for providing excellent customer service with the ability to develop creative and innovative solutions to meet or exceed expectations. Proven track record in goal attainment, on-time task completion, and the ability to effectively communicate technical information to non-technical staff and customers. Experience in maintenance of desktops, servers, internal software, data back-up, antivirus management, disk encryption, and endpoint protection.

SKILLS PROFILE

Extensive desktop support experience in large and small environments with Microsoft Windows workstation and server operating systems including Microsoft Office up to Office 365.

Broad and deep knowledge of hardware and software troubleshooting, networking and security

Effective communication with a variety of stakeholders and supporting all levels of large organizations from C-Suite executives, middle management, supervisors, clerical and production workers

Familiarity with ITIL Fundamentals, SLA’s, escalation and incident management, documentation, disaster recovery, and troubleshooting

Imaging desktops and laptops for deployments with SCCM, Ghost, and Acronis

ServiceNow, Remedy, and Jira ticketing systems for managing incidents and work requests

Experience with Active Directory, AD permissions, OU structures, and Group policies

Kaspersky, McAfee, and Symantec antivirus management console experience

Experience using SCCM for software delivery, security updates, and computer inventory

Vulnerability remediation and patch management with virus and malware removal experience

Experience with remote access tools including Bomgar, TeamViewer, and RDP

TCP/IP networking, troubleshooting, cabling, and switches: Includes CCNA training

Installed and troubleshot a wide variety of software, including Architectural design, JDE Edwards, MFA software, Adobe products, WebEx, OneDrive, etc.

Professional Experience

WiPro / Abbott Laboratories, Plymouth, MN 7/2023 – 10/2023

Desktop Support

Provide excellent customer service creating positive relationships with end users

Support end users on the phone, remotely, and in person

Image, deploy, and inventory new notebook computers

Install and troubleshoot a wide variety of custom and off-the-shelf applications for all departments

Troubleshoot network connectivity including internet and remote VPN access

Create technical documentation for software and hardware installation and troubleshooting

Research ways to solve problems from a network level to eliminate them

Install and troubleshoot workstation hardware and software

ePlus / Ryan Companies, Minneapolis, MN 7/2021 – 2/2023

IT Support Analyst

Provided excellent customer service creating positive relationships with end users

Supported end users on the phone, remotely, and in person

Imaged, deployed, and inventoried new notebook computers

Installed and troubleshot a wide variety of custom and off-the-shelf applications for all departments

Configured Cisco VOIP phones, softphones, voicemail boxes, and Web Ex

Managed user access to applications and data using Active Directory

Troubleshot Internet and VPN connection problems for in-office and remote workers

Setup and troubleshot HP and Brother printers including network printers and print servers

Setup email on mobile devices like phones and iPads

Ranked 1 to 3 out of 8 in total number of tickets completed

Consistent 99% customer satisfaction rating

State of Minnesota, St, Paul, MN 6/2019 – 9/2020

Level II Workstation Support

Monitored and resolved incidents from the Remedy and Service Now ticketing system

Imaged computers, installed and configured additional software

Managed user accounts in Active Directory

Used SCCM to deploy software and troubleshot software updates

Set up network printers on print servers and workstations and troubleshot printer problems

Installed and troubleshoot workstation hardware and software

Troubleshot network connectivity including internet and remote VPN access

Created technical documentation for software and hardware installation and troubleshooting

Researched ways to solve problems from a network level to eliminate them

Artech / Ameriprise, Minneapolis, MN 1/2019 – 6/2019

Level II Analyst

Supported Salesforce CRM software rollout to 18,000 remote users and educated users on Salesforce

Used Bomgar remote access to troubleshoot software configuration issues

Documented and tracked incidents and requests in Service Now ticketing software

Q Consulting / Converge One, Golden Valley, MN 11/2017 – 5/2018

System Support Engineer

Resolved incidents and reduced ticket count to increase customer business functionality

Serviced Cisco VOIP systems and reported critical incidents for 40 external companies

Troubleshot Cisco Call Manager and telephone problems including call center agent phones

Troubleshot basic Cisco Voice Portal and Voice Gateway problems

Monitored SNMP trap alarms and determined severity for Cisco Call Manager and Unified Contact Center

Escalated incidents to engineers with expertise in specific components of voice systems

Notified customer of serious outages and worked to resolve them or escalate them to another engineer

Identified redundant alarms, and worked with system engineers to eliminate and reduce ticket count

Documented and tracked incidents in Alert service desk software to identify trends and proactively resolve issues for increased phone system uptime

Created technical documentation on VOIP System Configuration

Equity Consulting / Optum Technology, Eden Prairie, MN 3/2017 – 11/2017

Project Coordinator – Firewall Changes

Supported external companies purchased by Optum and their integration into the Optum network

Completed firewall rule change requests and worked with the Risk Review team process for approval

Led meetings with clients and firewall implementation engineers to evaluate and troubleshoot required firewall changes

Set up firewall maintenance change windows and work required for maintenance of firewall OS and rule optimization

Participated in incident management and P1 bridge calls

Held meetings with security teams, firewall teams, and clients to optimize bandwidth and security to avoid negative impacts on network performance and client business operations

Cognizant Technologies / State Auto Insurance, Bloomington, MN 5/2016 – 3/2017

Senior System Support Engineer

Performed desktop support as part of the team for 3000 employees

Configured moves, adds, and changes of computers and Cisco VOIP phones and voicemail

Troubleshot a variety of software, Microsoft Office, email, database, and mainframe applications

Installed and troubleshot printers, scanners, and label makers

Managed virtual desktops and machines using VMware, VSphere, and VMware Horizon View

Managed a small server room with networking equipment and patch panels

Utilized Service Now ticketing system to manage incidents and changes

Installed and maintained video conferencing systems

Deployed software using Microsoft System Center Configuration Manager – SCCM

Ordered and maintained inventory of all computer equipment

Randstad Technologies / Cigna, Eden Prairie, MN 8/2013 –11/2015

Cisco Voice Operations 1 Engineer / IT Security Coordinator

Hired as a full-time employee after serving as a temp worker for Randstad from 8/2013 – 12/2014

Performed Cisco Unified Communications administration with CUCM and Cisco Unity Connection

Configured standard, soft, and call center phones and voicemail

Served as Information Protection Coordinator for the voice support team

Configured security certificate chain for servers

Assisted call center managers in getting new call centers up and running

Troubleshot VOIP telephony problems for end users at locations across the United States

Participated in priority one VOIP incident troubleshooting with the national engineering team

EDUCATION & TRAINING

ITIL Foundations – 7 hours 43 mins

CompTIA CySA+ Cyber Security Analyst – completed April 2019 – 20 hours online at Udemy.com

Windows Server 2016: Install and Configure Active Directory – refresher 2019

CISSP – Certified Information Security Professional – expired February 2023

Administering Cisco Unified Call Manager and Unity Connection 11.5

Windows 2008 R2 Server/Active Directory Implementing, Configuring and Maintaining

Cisco CCNA Security training

CCNA – Cisco Certified Networking Associate training

Cisco CCNA Voice, Implementing and Administering Cisco Call Manager

CIPT1 – Implementing Cisco Unified Communications Manager

CVOICE – Implementing Cisco Voice Gateways / Unified Call Manager Express

CCNA Wireless, Implementing Cisco Unified Wireless Networks

Security Implementation and Risk Analysis – Minneapolis College

Network Security Essentials/CompTIA Security+ training – Saint Paul College

Microsoft Networking Advanced Technical Certificate – Saint Paul College

Information Technology Project Management – Saint Paul College

Microsoft Networking Essentials, Microsoft Certified

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