Technical Support Deskside
Resume:
DARRYL W. RICHARDS
Aurora, CO. 80017
******.*.**********@*****.***
SUMMARY OF SKILLS
Past 21 years supporting, maintaining and repairing various State of the Art electronic machines and equipment. Dell, HP, IBM and other desktop and laptop computer break/fix service and repair. A+, Security+, Network+, Active Directory, and Windows computer courses completed. Service and support Xerox, Canon, and Konica Minolta business copier machines. Limited Mac iOS and iDevice experience. Excellent Customer Service, Communications, and Organizational skills.
Technical troubleshooting, diagnostics, and repair of computers and peripheral equipment utilizing Windows Operating Systems. Proficient use of technical manuals, schematics, and multi-meters for electronic hardware diagnostics. Windows10/11 experience. Records accurate user and request information in ServiceNow, Heat, and BMC Remedy Ticketing systems.
Proper assembly and disassembly of electro/mechanical components, peripherals, and related hardware. Install, diagnose, repair, maintain, and upgrade all hardware, software, and firmware components ensuring optimal performance.
PROFESSIONAL EMPLOYMENT
INSIGHT GLOBAL, Indianapolis, IN
Date: May 2024 – Present
Contractor: Dell Technologies – Supporting The Boeing Corporation
Title: Tier II Deskside Support Analyst / Break/Fix Technician
Full Time: 40 Hour /Week
Performing Tier II Deskside Support
Troubleshooting and break/fix repair of laptop and desktop computer systems and peripheral equipment
PC Refresh and deployment including general installation tasks
Perform technical support in person, on the phone, via Remote Desktop, Teams, or Email.
Records accurate user and request information in ServiceNow Ticketing Systems
Enduser Microsoft, Edge, Office O365, Teams, Adobe Acrobat support
NUAXIS INNOVATIONS - FEDSCALE - DECISIONPOINT CORP
Date: March 2018 – February 2024
Contractor: Department of the Interior – Bureau of Reclamation and Bureau of Land Management
Title: Tier II Deskside Support Analyst
Full Time: 40 Hour /Week
Performing Tier II Deskside Support
Troubleshooting and break/fix repair of laptop and desktop computer systems and peripheral equipment
PC Refresh and deployment including general installation tasks
Perform technical support in person, on the phone, via Remote Desktop, Teams, or Email.
Records accurate user and request information in Heat / BMC Remedy Ticketing systems
Add/Remove computers/users in DRA/Active Directory
Enduser Microsoft, Edge, Office O365, Teams, Adobe Acrobat support
APEX SYSTEMS, Denver, CO
Date: December 2017 – February 2018
Contractor: Frontier Airlines
Title: IT Configurations Technician
Full Time: 40 Hour /Week
Navitaire Support including Helpdesk Duties and Responsibilities
Perform technical support in person, on the phone, via remote desktop, IM, or email.
Records accurate user and request information in BMC Remedy service management ticketing system
Troubleshooting, repair, and support of peripheral equipment
RANDSTAD TECHNOLOGIES, Itasca, IL.
Date: August 2013 – November 2017
Contractor: IBM – Supporting United Launch Alliance
Title: Tier II Deskside Support Technician
Full Time: 40 Hour /Week
Performing Deskside Support, PC Refresh and deployment including general installation tasks
Troubleshooting and repair of laptop and desktop computer systems and peripheral equipment
Perform technical support in person, on the phone, via remote desktop, IM, or email.
Records accurate user and request information in ISM management ticketing system
Back up user profiles using Utility Systems Migration Tool (USMT) and Windows Easy Transfer
Enduser Microsoft, Edge, Chrome, Office O365, Teams, Adobe Acrobat support
ROSE INTERNATIONAL, Chesterfield, MO
Date: June 2013 – July 2013
Contractor: Kaiser Permanente
Title: TIER II Deskside Support Technician
Full Time: 40 Hour /Week
Performing PC Refresh and deployment including general installation tasks
Troubleshooting and repair of laptop and desktop computer systems and peripheral equipment
Perform technical support in person, on the phone, via remote desktop, IM, or email.
Records accurate user and request information in BMC Remedy service management ticketing system
MAINTECH, Pittsford, NY.
Date: November 2011 – March 2013
Contractor: Enterprise Business Services at Lockheed Martin
Title: TIER II Deskside Support Technician
Full Time: 40 Hour /Week
Performing PC Refresh and deployment including general installation tasks
Troubleshooting and repair of laptop and desktop computer systems and peripheral equipment
Perform technical support in person, on the phone, via remote desktop, IM, or email.
Records accurate user and request information in BMC Remedy service management ticketing system
Transfer data and personalize new computers when existing computers have reached end of useful life
Optional Software Tool (OST) and Device Management Tool (DMT) software installation
QUALIFICATIONS
Customer Service - Works with clients and customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knowledgeable about available cybersecurity products and services; and committed to providing quality services
Equivalent Associate's Degree in the IT field of study with 5 or more years of relevant experience
Experience with, but not limited to Microsoft Outlook, software troubleshooting, printers, RSA, and VPN
Customer/solution ownership, an overall drive for excellence
Oral Communication - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately
Written and verbal communication skills with end users
Demonstrate a customer care philosophy that ensures a high level of customer satisfaction
Ability to understand user and business needs and translate to technical solutions
Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations
Basic knowledge of current IT technical standards as related to computers, printers, network technology, drivers, software troubleshooting, VPN technologies and RSA and Video Teleconference (VTC) and other related peripherals
Comprehensive troubleshooting skills of industry standard hardware and software products/services
EDUCATION AND CERTIFICATIONS
WORLD WIDE TECH SERVICES - Dell Certified Service Engineer (DCSE)
Windows 7, 8, 8.1, and Vista Certification March 2013
Client Soft Skills Certification March 2013
Onsite Troubleshooting Certification January 2011
Professional Technical Certification June 2010
LEADER QUEST- Information Technology Training Course
Planning, Implementing, and Maintaining Active Directory
Designing a Microsoft Server 2003 Active Directory and Network Infrastructure
Implementing and Managing a Microsoft Server 2003 Network Infrastructure
Installing, Configuring, and Administering Microsoft Windows
Managing and Maintaining a Microsoft Server Environment
Fundamentals of Network Security
ITIL 4 Course Completed
Certification not required May 2021
HDI Desktop Support Technician
Certification October 2018
CompTIA Security+ SY0-501: Troubleshooting Common Security Issues
Certification August 2018
CompTIA A+ Essentials Professional COMP001007359896
Certification February 2009
CompTIA A+ IT Professional Technician COMP001007359896
Certification February 2009
CompTIA Network+ Professional COMP001007359896
Certification May 2008
CompTIA Microsoft Certified Service Engineer (MCSE)
Certification pending
COLORADO INSTITUTE OF ART - Music and Video Business Technology
Associates Degree March 1992
GEORGE WASHINGTON HIGH SCHOOL / Emily Griffith Opportunity Schools Denver, CO.
General Equivalency Diploma 1981
INTERPERSONAL / PROFESSIONAL
Adaptable to change, with a commitment to excellence, and attention to detail
Demonstrates leadership, openness, and flexibility
Conveys enthusiasm with positive and friendly professionalism
Ability to be self-sufficient, and work well in a team environment
Professional appearance and behavior, including punctuality
Maintains a focused and professional demeanor in situations of chaos and confusion
Darryl W. Richards 18301 E. Kepner Place 101 Aurora, Colorado 80017 303-***-**** ******.*.**********@*****.***
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