Senior Desktop Technician
Resume:
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
Education
Certifications
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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