Service Desk Help

HAROLDGROGAN,JR.

Email:*******@*****.*** phone:850-***-****

TECHNICALSUPPORT/HELPDESK

Solutions-oriented Technical Professional with 17 years of technical support/help desk experience. In-depthknowledgeofremoteaccesstotroubleshootandresolveconnectivityissues,loadandupgrade software/hardware.Experiencedwithmappinglocalandnetworkprinters.Strengthsinclude:

• LAN/WANExperience

• WindowsOS10,11

• RemedyExperience

• ServiceNow

• HelpDeskExperience

• ComputerImaging

• ReplaceRAM/HardDrives

• RemoteAccess

• Establishwirelessconnectivity

• Createaccounts

• MicrosoftOfficeSuite

• MappingPrinters

• ExtensiveCustomer

ServiceExperience

TECHNICALSKILLS

Programming

Languages

C++andSQL

Operating

Systems

Windows10,Windows11,

Networking TCP/IP,PulseSecure,IvantiandMSTeams

DatabaseTools Remedy,ServiceNow,PulseSecureandIvanti Software Outlook2016

Hardware Delldesktopsandlaptops,printers,scanners,andotherperipherals CERTIFICATION

-ITIL

PROFESSIONALEXPERIENCE

FLORIDADEPARTMENTOFCORRECTION AUGUST2023 -OCTOBER2024 WORLDWIDESERVICETECHNICIA

REPAIR DELL AND LENOVO COMPUTERS JUNE2022 -MARCH2023 TALLAHASSEEMEMORIALHOSPITAL FEBURARY2022–APRIL2022 SERVICE DESK OPERATOR

.SERVICE DESK WOULD REMOTE IN USING BOMGAR AND VDITO FIX PROBLEMS. SUPERSYSTEMSINC

FIELDSERVICETECHNICIAN November2020–October2021

FieldServiceTechre-imagedcomputers,remotedintoinstallsoftware. Replaceoutofwarrantypartssuchasharddrives,cddrivesandpreparedpurchaseorders forthereplacementparts.

VECTRUS

HelpDeskLead October2003-May2020

● WorkaspartofaDepartmentofDefensecontractinIraqandAfghanistan.Pointofcontact shouldanyonehaveaproblemwithacompanyemployeeinthesupportdepartment.Write employeeschedulesandoverseeHelpDeskoperations.

● PertheServiceLevelAgreement,asServiceDeskleadclosedninety-fivepercentofRemedy ticketswithinthreedays.

● Receiveworkordersviatelephoneoremail,identifyandclarifytheproblemandworkdirectly withtheindividualtoresolvetheissue.

● EscalatemoresevereproblemsbyenteringthetroublecallsintotheRemedydatabaseand notifyingSystemAdministrators,NetworkAdministrators,IGX/RedPhonespecialists,Outside Plantpersonnel,andTechControlbyemailofthetroublecall.

● Closeticketswhennotifiedbyusersviaemailortelephonethattheproblemhasbeenresolved andworkiscomplete.

● UtilizeActiveDirectorytocreateaccountsforclassifiedandunclassifiednetworks.Responsible forsettingupbothclassifiedandunclassifiedemailaccounts.Responsibleforsettingand resettingpasswordsineitherenvironment.

● Experienceinre-imagingcomputersreplacingharddrives,batteriesandreorderingdefective items.

● Knowledgeindecryptingharddrivesandbackingupdata.

● SinceJanuary2019ServiceDeskLeadcoordinatedtheschedule,vacationfor9 individuals.

TALLAHASSEEREGIONALHOSPITAL

TechnicalSupport July2003-September2003

● InstalledandconfiguredPC’sinanewhospital.

UNITEDSTATESNAVY

HelpDesk/SoftwareManagement

*HelpDeskSupervisorandresponsiblefortraining7helpdeskpersonneltoassistotherswith hardwareandsoftwareissues.Maintainedtrainingregimentoensurethatallpersonnelkeptup withchangingtechnology.

*Developedaprogramthatprovidedbettermanagementandaccuracyintrackingcompletedand uncompletedtroublecalls.

*Increasedcompletedticketsmonthlyby23%throughmanagementofthetechnicalstaffand takingownershipofissuesandseeingthroughwithworkrequiredtocompletion.

*AssistedinthedevelopmentofanautomatedInformationSystemSecurityandControl departmentresponsibleformanagingallthedifferentsoftware,howmanycopiesofthesoftware theyhad,andifalicenseofthesoftwarecoveredeachuser.Thisencompassedover14,000 softwarecopies.ThismodelwasadoptedbytheentireDepartmentoftheNavy.

*Responsibleforgatheringallinformationonsoftwareandlicensesandenteringthedataintoa databasetoaccuratelymanagetheinformation.

*Createdandimplementedsoftwarecheckoutformstomaintainaccountability.

*Downloadedandinstalledvirussignaturesthatprovidedsecurityprotectionforallsystems weekly.

*DevelopedcomprehensivecircuitdiagramsthatassistedintroubleshootingPCsandsystems.

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