Desktop Support
Resume:
Solon Mirville
Brooklyn Center, MN 55429
*************@*****.***
CAPABILITES
I have a demonstrated ability to perform well under intense pressure requiring quick action and immediate decisions especially while supporting AV systems. I work well as an individual or as part of a team in a fast-paced and results-oriented environment. I have excellent planning, organization, problem solving, and communication skills. I have extensive experience implementing new software releases and updates, providing training, conducting user testing, and providing day-to-day technical IT assistance. ITIL (Information Technology Infrastructure Library) Foundation and Incident Management certified relating to Service Desk data, HEAT (Service Desk tracking software) Remedy, ServiceNow, ITSM (IT Service Management), EPIC (Electronic Health Records), Microsoft Office 365. Was awarded for exceptional customer service at Seagate.
TECHNICAL SKILLS
•Microsoft Office 365
•Windows 10, Windows 11
•Mac OS
•Microsoft OneDrive
•AV Support
•Database Management
•TeamViewer
•Microsoft Teams
•SCCM
•Microsoft SharePoint
•Accounting
•LAN/WAN
•Active Directory
•Intune
•Microsoft Access
•Crystal Reports
•ServiceNow
•HEAT
•Systems Analysis and Design
•ITIL
EXPERIENCE
Willis Towers Watson\Atos 6/2019 - 6/2024
Bloomington, Minnesota
Position: Desktop Support Specialist
•Support staff with ongoing usability of desktops, laptops, printers, AV Conference Room Support, peripheral equipment, and software in accordance with company standards and guidelines.
•Support staff with Laptop refreshes at EOL which includes Backup/Restore and configuration of laptop.
•Provide excellent customer service using face-to-face, MS Teams, Remote Tool, or telephone support.
•Supporting 900 plus users in an agile workspace environment which includes 2 Call Centers.
•Ensure all laptops are protected with full drive encryption via Bitlocker or McAfee Endpoint Encryption.
•Used the ServiceNow ticketing system to track and maintain high level of service and support while achieving our SLA’s in accordance with our ITIL model.
•Support VPN access and network connectivity issues for all home users.
•Primary Support for all AV issues in our 10 conference rooms.
Seagate 10/2013 - 10/2015
Bloomington/ Shakopee, MN
Position: Desktop Support
•Supported staff by conducting imaging via PXE across the network, configuration and troubleshooting desktops, laptops, printers, peripheral equipment and software.
•Supported users with MS Office 365.
•Provided 2nd level support via ServiceNow for computer and mobile device incidents.
•Established VPN access for all remote users.
•Maintain and resolve issues on LAN/WAN to get users up and running in a timely manner.
•Update and maintain computer inventory and surplus equipment.
•Ensure all laptops are protected with full drive encryption via Bitlocker or Wave.
•Configured and maintained Evault on all systems to perform backup and data recovery.
•Guided users on hardware and software usage while demonstrating great customer service.
Hennepin County Medical Center 6/2000 - 10/2010
Minneapolis, Minnesota
Position: HEAT Administrator
•Acted as HEAT Administrator for the Service Desk incident tracking software.
•Produced a HEAT System Implementation Plan, which consisted of defining system requirements, system build, populating tables via SQL, server install, security/access, and documentation.
•Conducted routine maintenance on HEAT and undertook user testing.
•Conducted weekly meetings regarding performance, implementation, and escalation.
•Coordinated implementation of software updates. Trained staff on HEAT software.
•Acted as a change agent assessing new processes, functionalities, and implemented ITSM.
•Managed disaster recovery of hardware and software. Responsible for application off-site backups.
•Provided 2nd level PC support, including analyzing and resolving incident reports received from the IT Service Desk. Created detailed reports via Crystal Reports.
•Worked on Active Desktop Team.
•Provided on-call support and back up to Service Desk.
•Coordinated computer moves.
•Setup PC’s to be configured according to existing standards.
•Supported and provided PDA training to staff and basic Epic support.
•Installed and supported all software applications.
•Acted as Knowledge Base Administrator, including configuration, implementation, and training for Heat Plus Knowledge (HPK – our Knowledge Database) and First Level Support (FLS – our quick searchable answer base).
Hennepin County Medical Center 12/1998 - 6/2000
•Minneapolis, Minnesota.
•Position: IT Operations Analysts (Service Desk).
•Responded to customer inquiries via telephone and provided problem resolution.
•Upgraded and installed software.
•Responsible for computer moves.
•Configured PC’s to hospital standards.
Exotic Reef Aquariums 08/2015 – 11/2017
Minneapolis, Minnesota
Position: Owner
Started my own custom aquarium business which consisted of designing, building, promoting, testing and sales. I’m currently providing phone support and maintenance to clients on as needed basis.
EDUCATION
CDI Career Development Institute
•Certificate of Co-Worker and User Relation Skills
•Student Teaching Aide
•Certificate of Computer Programming and Operations –1990
•Grade point average –93%
Minneapolis Community College
•Minneapolis Minnesota
•Associate in Arts – 1988
•Concentration: Agricultural Engineering
.
Contact this candidate