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Senior Desktop Technician

Buffalo, NY
$26 HR
December 29, 2019

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Robert E. Borngraber

** ******* ** *********** ** 716-***-****

Professional Summary

I.T. Professional with over 20 yrs. experience in the I.T. Industry

Served in roles as Senior Data Technician, Team Lead and Help Desk Manager

Specializing in PC Hardware and Software support, including SharePoint Support /Administration and PC imaging.

Offering Skills in Problem solving, Knowledge Base Administration and creating Technical Training Documentation and Technician Training.

Skills/ Qualifications

Software: Proficient with using the following Operating Systems-Windows 95/98/ME/NT/2000 /XP/Vista/7/8/10, Mac OS 7.5.5 – 10X

Hardware: Install troubleshot and repair CPU’s Motherboards, Hard drives CD/DVD/CDRW Drives, Sound cards Modems Network Interface cards. Identify system components and assemble Functional systems.

Network: Configure and troubleshoot Cisco, Nortel and Lynksys Routers. Upgrade Firmware for MCP, SCM and MVL line cards. Configure and Test Digital subscriber lines for speed and reliability using Lucent Dslams

Mobile: Provision and Troubleshoot Blackberry, iOS and Android Devices



Work experience

Pursing Bachelor’s Computer Information Systems

CompTIA At Certification

HP Laptop and Desktop Certifications

Dell Laptop and Desktop Certifications

Certified Internet Web Professional

CIW Web Foundations Associate

Certificate of Mastery Microsoft SharePoint Server

Certificate of Mastery SharePoint Searching Data Services

Certificate Of Mastery SharePoint 2007

Senior Deskside Technician

NTT DATA Services - Buffalo, NY

November 2017 to Present

Created and maintained Team SharePoint Knowledge base

Troubleshoot and repair desktop and laptop machines.

Update print servers with additions and moves.

Assist with Data Center upgrades and Troubleshooting.

Create Training documentation for new Technicians.

Escalation point for Managers and VIPs

Image New and Existing Machines with SCCM

Create SharePoint Sites for Committee / Board Members

Inventory and Order PC Hardware

Assist with Testing new Software Deployment Procedures

On call Tech for VIP Support

IT Site Technician

Transworld Systems Inc

February 2015 to November 2017

Resolve support call issues

Reimage Desktops and Laptops

Resolve software issues.

Resolve and diagnosis LAN issues.

Repair and diagnosis hardware issues

Document procedures

Add articles to knowledge base

Create PC images for Laptops and Desktops

SharePoint Administration and Planning

Assist with Testing New software delivery Updates and Processes.

US Tech Support

Dejero Labs - Waterloo, ON

June 2014 to November 2015

Resolve support call issues

Repair and diagnosis hardware issues

Assist Camera and Studio Technicians with transmissions issues

Help Desk Supervisor

Service Desk Analyst Level II/ Deskside Tech

Inergex Inc - Buffalo, NY

March 2006 to June 2014

Resolve Escalated issues from Level I Analysts

Developed and Maintained SharePoint Help Desk Website and knowledge base

Support Onsite and Offsite Network connectivity

Assist with Activations of new blackberry devices

Assist with configuring New iPhone and Android devices

Prepare Monthly Quizzes and Trainings for Service Desk Analysts

Troubleshoot End User SharePoint Issues

Report on Current Trends of PC Related problems

Schedule and Review bi-weekly 1-1 sessions with analysts

Completed Internal Project Management Training Class

Submit Process and Training improvement Ideas

Monitor Call Que levels and daily SLA Levels

Documented Basic troubleshooting Skill Guide for Analysts Coordinate outage and upgrade issues with other IT Groups

Managed Support Help Desk

Reported on Daily Metrics

Data Delivery Supervisor

Data Delivery Tech III

Choice One Communications - Rochester, NY

March 2001 to December 2005

Take incoming Calls from Field Techs to assist in testing and configuring ADSL, SDSL, SHDSL MVL and T-1 Data lines.

Contact end users to assist with Configuring Data connection to their Equipment.

Troubleshoot and configure Shasta, and Cisco Routers, Paradyne Modems and Netopia Routers.

Developed and Maintained Department Website

Developed Documentation for Client's (Client Data Setup Guide)

Test and configure Network and C.O. issues

Advise Field Technicians of Problem Areas

Tracked T-1 Order process to find ways of improving process

Advise Clients of T-1 Delivery Dates from Lec.

Coordinate E-mail and Domain MX Record Cutovers

Coordinate Domain Transfers and Zone File updates

Technical Support Specialist

Coleman and Associates / Verizon - Cheektowaga, NY

April 2000 to March 2001

Technical Support for DSL Internet Connections

Troubleshoot Customers Computer configurations

Identify potential Network difficulties

Consulted with Wire Center Technicians to help resolve Customer Issues.

Technical Support Specialist / E-mail Support

Client Logic /Iomega Corporation - Buffalo, NY

September 1998 to April 2000

Technical Support for Fortune 500 Companies

Troubleshoot and repair customers machines

Login coming call information

Advise customers on product upgrades

Upgrade Specialist

Computer City - Amherst, NY

July 1998 to September 1998

Technical Manager

Computers for Children - Buffalo, NY

April 1998 to July 1998

Organized all donated Computer Hardware and Software Inventory

Responsible for ordering Hardware from various vendors

Accessed donated Computers for upgrade compatibility

Responsible for tracking inventory and sales

Rebuild and refurbish Computers including replacing Processors and Hard drives

Responsible for delivery and installation of Computers to local schools

Managed and taught Volunteers on Computer Building and troubleshooting

Developed Curriculum for, and taught Summer Youth Class in basic Computer assembly

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