Help Desk It

PROFESSIONAL SUMMARY:

•Highly experienced IT Help desk individual with over 10 years of experience working with customers regarding hardware, software, and network issues

•Experienced in working with Remedy Ticketing system to document all inquiries

•Extensive use of troubleshooting, configuration, installation, and demobilization of networked computers and peripherals.

•Supervised, installed, operated and performed component level maintenance on systems, peripheral equipment, and associated devices.

TECHNICAL SKILLS:

Hardware: IBM PC's and Compatibles, Hubs, Laptops, Workstations,

OS: MS Windows 7-11/Vista/XP/ 2000/ NT/ 9x, MS Windows NT Client & Server, Microsoft Advanced Server, NT to 2000 Migration, LINUX(Red Hat 8.0), DOS

Applications: HTML w/ text editor; W eb Browsers (IE, Netscape, Mosaic, Mozilla, Opera), Data Backup (Seagate, VERITAS), MS Office Suite (Word, Excel, Access, PowerPoint), MS Outlook, PC Anywhere, Lotus Notes, Norton Ghost, Data Retrieval Software, C++, Visual Studio.Net, PXE Imaging Software, Service Now, RSA Security Console, Citrix Director, Cisco Finesse, MS Azure, Active Directory, Manage Engine, Beyond Trust/Bomgar, Cisco AnyConnect, Password Manager Professional, Bitlocker

PROFESSIONAL EXPERIENCE:

CPSI

Help Desk Technician 05/22-12/23

Configured laptops and desktops for individual users relevant to job titles

Gathered required equipment (docking stations, monitors, etc) for shipping to user

Setup equipment in various offices per user requirements

Responded to Help Desk calls, e-mails, and chats in a timely and proficient manner

Troubleshot various users problems relating to Network, VPN, PC and peripheral

issues

Password resets, group permissions, assignment/receiving of assets,

Clark Personell (AIS Corporation) 08/19-03/20

IT Technician

•Imaged computers (USB image and PXE) for Windows 10 migration

•Installed other software as requested for different builds

•Installed profiles for old computers to new computers

•Updated AD with status of devices. (Storage,Deployed, Retired)

Compucom. 05/18-04/19

Help Desk Technician

•Replied to customer inquiries in a timely and professional manner

•Use of various software for password reset/account management (FDR, IBM Content

•Manager, Active Director Tools)

•Used knowledge base to research resolutions to users specific issues

Aker Solutions (Decision One) 06/17-05/18

Field Services Engineer-

•Maintained Inventory of deployed as 'In Stock” assets

•Responsible for all IT equipment deployment and functionality on 10 building campus

•Assigned\unassigned assets and inputted correct information using Remedy CMDB

•Hardware and Software issue diagnosis and repair

•Sole point of contact for all IT (Computer, Network, VOIP, etc) For entire campus

•Troubleshooting, maintenance, and set up of local and network printers

Mobile County School System (Clark Personnel) 06/16 – 10/16

IT Technician 08/15 - 10/15

•Delivery and Installation of laptop and desktop PC

•Configuration of PCs for required software and for network access.

NASA NSSC (NASA Shared Service Contract) 06/11 – 04/13

IT Support Assistant II –

•Hardware and Software trouble diagnosis and either repair or escalation to appropriate department

•User of RSA Security Console to remedy issues with RSA security keys

•Use of proprietary software to resolve issues with basic NASA Domain accounts

•Use of Remedy software to document all inquiries

•Preparation of spreadsheets documenting all issues and separation into root cause/problems of all inquiries for requested time periods

•Wrote, edited, and debugged VB programs this included automating data entry, email sorting and forwarding to increase efficiency in various departments

•Lead in sandbox testing, troubleshooting, and reconciliation of proprietary software.

•Troubleshooting, maintenance, and set up of local and network printers

IBM 07/10 – 01/11

IT Technician

•Maintained Network of over 50 users.

•Extensive use of troubleshooting, configuration, installation, and demobilization of networked computers and peripherals.

•Deployed new software and equipment to multiple service locations.

•Backing up of data and Imaging new computers.

•Personal interaction with clients to resolve issues in a timely manner.

•Troubleshooting, maintenance, and set up of local and network printers

Present Information Technology Technician 01/01 – Current

Independent Consultant

•Administered NT/2000 networks of over 75 users.

•Extensive experience in the troubleshooting, configuration, and reconditioning of equipment. Design and implementation of infrastructure for LANs.

•Instrumental in the deployment of new software and systems and migrating NT to 2000.

•Responsible for inventory, purchasing, and tracking life cycle cost of equipment and material.

•Responsible for installation and upgrade of various software and Operating Systems.

•Provided input for Network and Security policy.

•Managed various types of Backup media.

•Webmaster for several corporate and personal websites.

•Responsible for preparation and presentation of contract bids

TAD Technical Services- Biloxi, MS 03/06-08/06

Network Technician

•Responsible for routing, installation, and termination of Cat 6 cable at Keesler AFB

•Testing continuity of installed cable.

•Managed cable identification and routing into server racks.

TAC Alliance Consulting 05/04-08/04

Independent Contractor

•Provided on-site evaluation of infrastructure readiness

•Identified locations that required infrastructure updates and clean-up

•Insured sites were capable of supporting new technology being deployed

The Hub 10/01-04/02

Lead Computer Technician

•Supervised, installed, operated and performed component level maintenance on systems, peripheral equipment, and associated devices.

•Troubleshot equipment and systems to the degree required for isolation of malfunctions to specific hardware or software.

•Troubleshooting, installation, and maintenance of Cat 5/ Cat 5e Network cable, and standard telephone cable.

•Setup and maintenance of LAN and internet gateway. Repair, upgrade, and maintenance of PC's.

EDUCATION/CERTIFICATIONS:

Current SSBI (Single Scope Background Investigation) Aug. 2010

Pursuing Bachelor's Degree in Computer Science

Mississippi Gulf Coast Community College

Jackson County Campus 3.80 GPA

Phi Theta Kappa

2nd Place Statewide Computer Programming Competition

Contact this candidate