Desktop Support Customer

PROFESSIONAL EXPERIENCE

Desktop Support II

Milwaukee County Department of Administrative Services

Information Management Service Division 10/16/2023 - 06/20/2024

Productivity Tools: Various Internet Browsers, Microsoft Office & Office 365 Applications, Microsoft Teams, SCCM/Right-Click Tools

Call-Tracking/Ticketing System: ServiceDesk Plus

Desktop Operating Systems: Windows 10 and Windows 11, IOS

Mobile & Cell Phones: iPhone and iPad, Windows Tablets

Remote Software: SCCM, RDP

Networking: Network Troubleshooting, LAN, Wireless, DNS, Cat6, Switches, Routers, Wireless Access Points

●Monitored and maintained proper functions of the POS Systems throughout Milwaukee County Zoo, which included registers, peripherals, Credit Card Terminals, ticket, and receipt printers

●Worked with Connectivity Team and Master Electrician in running Cat3, Fiber, and Copper to requested locations

●Toned and Secured Connections to Datajacks and Switches

●Provided tier 1 & 2 customer support for diverse technical issues, including installation, diagnosis, repair, maintenance, and upgrade of PC hardware and equipment to optimize workstation performance.

●Performed Daily maintenance on POS, Kiosks, and workstations, which included manual and scripting automation policies

●Skilled in addressing hardware, software, printing, connectivity, mobile technology, and user setup, and adept at managing all requests, incidents, and problems to successful resolution.

●Supported and troubleshot C-Cure to help manage Gate and Door access controls

●Documented, troubleshot and escalated issues to POS vendor to quickly resolve POS issues

●Troubleshot and configured Verizon HotSpot and CradlePoints for deployment

●Used ServiceDesk Plus for tracking, documenting, and meeting client expectations by communicating and maintaining relationships with the users and other teams to resolve client issues

●Assisted with planning, installation, and troubleshooting of ongoing support of special projects

●Worked with external vendors to diagnose and maintain Tapco Gates

●Troubleshot, maintained, and deployed PC’s, printers

●Documented and recorded damaged and non-functional equipment for disposal

●Worked with staff to coordinate a recycling program for equipment disposal

●Responsible for training of Seasonal IT personnel

●Worked as an independent and self-motivated IT professional with minimal supervision to resolve simple to complex issues

●Was on-call to coordinate and troubleshoot POS outages, Network Outages or Gate issues

Help Desk Engineer

Transcendent/Airiam

Hartland, Wi 03/14/2022 - 08/08/2023

Productivity Tools: Various Internet Browsers, Microsoft Office & Office 365 Applications, Microsoft Lync/Skype, Microsoft Teams, Pulse/Ivanti VPN, N-Able, MSP Backup, Mach Panel.

Call-Tracking/Ticketing System: Sysaid

Desktop Operating Systems: Windows 10 and Windows 11,Mac OSX

Mobile & Cell Phones: Android and IOS

Remote Software: N-Central Remote Control, N-Able Take Control

Networking: Network Troubleshooting, LAN, Wireless, DNS, DHCP, Cat6, Switches, Routers, Wireless Access Points

●Fielded customer concerns or requests via phone, email or service ticket

●Provide support for client workstations running Windows 10, Windows 11 or Macintosh

●Used N-Able suite of utilities for Patch Management, remote monitoring, device management, password management, backup and recover, network monitoring and automation

●Managing clients within a Hosted environment using Mach Panel or Office 365

●Worked with clients with a great variety of responsibilities ranging from password resets, to modifying group policies on domain controllers, to supporting clients with limited information

●Tracked computer warranty information and replace out of warranty machines

●Troubleshot user issues and worked with vendors to repair or replace equipment

●Installed, managed, and deployed printers remotely and onsite

●Added/Moved/Removed users and computers to and from OU’s

●Added/Removed users to Active Directory groups for needed access rights

●Track, manage, and assign support tickets using Sysaid

●Setup new and replacement equipment for end users

●Provided remote support with various remote management tools as needed

●Used Trend Hosted Email Security for various clients for email tracking, filtering, and protection

●Created and updated documentation for different client tasks

●Monitored and maintained client environments with Remote Monitoring & Management software

●Imaged machines by using System Center Configuration Manager to build desktops and laptops for multiple customers with different requirements and successfully deploying to customers via UPS or onsite install

●Able to setup new user accounts from scratch using Active Directory, Office 365 and AD Sync, or on-Prem environments

Help Desk Technician

VCPI

Milwaukee, WI 04/30/2012 – 03/11/2022

Productivity Tools: Internet Explorer, Microsoft Edge, Mozilla Firefox, Google Chrome, Safari, Opera, Orion (Solar Winds), Microsoft Office & Office 365 Applications, Open Office Suite, Microsoft Lync, Microsoft Teams, RIM Blackberry Enterprise Server (BES), AirWatch, SSL VPN (Juniper, Cisco Any Connect, Palo Alto), Control Up Monitoring Services, Cisco Meraki Dashboard.

Call-Tracking/Ticketing System: PeopleSoft, HEAT, Service-Now, WebSPOC, AutoTask, SysAid, Manage IT, Fresh System, FRC, Remedy, SpiceWorks, Web HelpDesk, JIRA Help Desk

Desktop Operating Systems: Windows XP to Windows 10, MAC OSX, Linux, Unix, Citrix

Mobile & Cell Phones: Blackberry, Windows Mobile, Android, IOS

Remote Software: VNC, Citrix Shadow Utility, Citrix GoToAssist, TeamViewer, ShowmyPC, LogMeIn, Screen Connect, RDP, N-Central, Citrix Director.

Networking: Network Troubleshooting, LAN, WAN, Wireless 802.11 a /b/g /n, DNS, DHCP, Cat5e, Cat6, Fiber Optic Cabling, Switches, Routers, Wireless

Access Points

●Provide Level I, and Level II service desk support in a high-volume, 24x7 Service desk

●Provide software, hardware, and client/server and networking technical support.

●Effective communicator and praised with both strong technical and nontechnical issues with end users

●Help support clients within local, Citrix and RDP environments

●Monitoring and troubleshooting generated tickets from emails, or self-generated tickets

●Responsible for Modifying, Provisioning accounts via Active Directory or through O365

●Proficient and able to support a list of supported applications for client access including but not limited to: AHT, PCC, ADP, DSSI, Great Plains, Kronos, Casamba/Smart Therapy, Vision, Citrix, Mcafee Disk Encryption, PC Print, Relias, Printer Installer, Xmedius/eFax, Smartlinx, etc.

●Worked with and partnered with Tech II and Engineering to resolve complex problems that would require escalation

●Responsible for troubleshooting hardware, software and mobile device issues

●Setting up and troubleshooting mail accounts, installing updates, adding and troubleshooting printer issues and setups, troubleshooting wireless connectivity, mapping network drives

●Detect and Remove virus/malware/spyware/Rootkits/Ransomware, and infection using Open Source and Proprietary Software

●Training and guiding customers on various applications and computer use

●Proactively troubleshoot network Outages at Post-Acute Medical Facilities

Support Department Supervisor

Ethostream LLC

Milwaukee, WI 05/06/2006 – 04/27/2012

Productivity Tools: Mozilla Firefox, Google Chrome, Safari, Opera, Android, Telnet, and SH.

Desktop Operating Systems: Windows XP to Windows 7, MAC OS, Linux, Unix, Gaming Systems, Android and Apple Phones.

Call-Tracking/Ticketing System: proprietary ticketing system (Etho Support Desktop)

Tools: OpenOffice, Thunderbird, VMWare, Virtualbox, Thunderbird, Pidgin, Trillian, Heat Mapping Tools, Network Sniffers (Tethereal, Ethereal).

Networking: Network Troubleshooting, LAN, WAN, Wireless 802.11 a /b/g /n, DNS, DHCP, ADSL/VDSL concentrators, Cat5e, Cat6, Fiber Optic Cabling, SSL VPN, Switches, Routers, Access Point Bridges, Access Point/Router Repeaters, NAT, HTTP, HTTPS, VLAN, TCP/IP & UDP.

●Supporting client connections, network, and software issues remotely for over 2400 locations.

●In charge of supervising and training Tier1 and Tier2 Technicians.

●Successfully troubleshot connectivity issues for thousands of remote clients on a variety of Operating System platforms

●Answer overflow support calls: make outbound support calls to resolve tickets or ongoing issues.

●Troubleshooting simple to complex Network connectivity issues over the phone with limited to detailed network schematics.

●Delivered excellent internal and external customer satisfaction by demonstrating exemplary leadership.

●In-depth knowledge of networking standards, connectivity, and protocols.

●Worked with installers in running cabling (Cat3, Cat6) and setting up Switches

●Responsible for maintaining exceptional working relationships with field services, customers, sales, and marketing departments.

●Help designed training materials and reinforced policies for support department staff.

●Troubleshooting end user connectivity issues that would include, but not limited to wired, wireless, PLC (Power Line Communication), and DSL networks.

●Provided leadership to a team of technical support representatives to ensure quality customer service and to maintain Service Level Agreements.

●Oversee day-to-day operations for Technical Support and Customer Service.

●Responsible for creating proposals for replacement equipment for our supported properties.

●Supervise daily operations in a technical support call center environment.

●Implemented in-depth training for new technicians, as well as ongoing training of seasoned technicians.

EDUCATION / PROFESSIONAL DEVELOPMENT

Associates in Applied Sciences

Computer Networking Systems

ITT, Greenfield, WI

2006 - 2008

Associates in Applied Sciences

Computer Drafting and Design

MATC, Milwaukee, WI

1994 - 1996

PROFESSIONAL CERTIFICATIONS

DUO Help Desk Adminristrator

August 2023

Certificate No: 7itn7jguumgp

DUO Help Desk Support Success

August 2023

Certificate No: wzw55fmk4h4q

CompTIA A+

Credential ID: COMP001020560537

2013

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