Desktop Support Technician

G. Hughes McMurray, JR

Irmo, SC *****

*******@*****.*** 803-***-****

Desktop Support Technician

Break/fix Software & Hardware Installation Imaging Systems Operating Systems

Install software, imaging desktops Repair computers, removing viruses, imaging machines and building computers utilizing Bench Technician knowledge.

Desktop/laptops, troubleshoot hardware/software/connectivity issues, ticket remediation, and coordination of upgrade projects as a Desktop Support Technician.

Troubleshoot issues for both home and business users providing support for email and website hosting as well as general Internet, computer, and VoIP phone issues applying Help Desk expertise.

ACore Competencies

-Windows OS

-Software and OS Installation

-Server OS

-Mobile OS

-Hardware Installation

-Active Directory

-Laptop/Desktop Troubleshooting

-Networking

professional Experience

Applegreen, Robetrt Half 2019

It Assistant

I am a member of a team of 4 supporting approximately two hundred convenient stores, Burger Kings and corporate offices throughout North America. The team also supports approximately one-hundred end users for the North American division.

Improved security at sites by installing new updated internet connected digital video recorder systems and setting up local camera access for site managers.

Improved security at sites by connecting new Cybera encrypted VPN devices allowing for devices such as office computers and time clocks to be connected to the corporate VPN network.

Troubleshoot internet, pc, tablet, printer, and basic network issues at sites via email, phone, and in person.

Receive, report, update, and track work issues for 40 stores in the Florida Panhandle.

Communicate and work with third party venders.

Set-up, deploy, and troubleshoot desktop and laptop issues for sites and end users.

Set up user and computer accounts in Active Directory.

Install software such as Office 365, Symantec security, and putty.

Preform break fix work on all computers and printers.

Set-up Samsung and Apple phones for end user use.

Record deployed equipment for proper department/store budget charging.

Document processes such as camera digital video recording installation.

It administration work such as starting excel spreadsheets for all Florida site work orders, vendor contacts, and ISP account information

Use one to share process documentation and other important information among the team.

DS Smith, Teksystems 2018

PC Technician

I worked a short term Windows Seven to Windows Ten Upgrade Project which consisted of me and one other person, as well. Approximately fifty desktop and laptop computers were imaged and deployed using sccm, usb drives, and a migration script.. We also kept track of the inventory and installed programs via sccm, and manual install methods.

Blue Cross Blue Shield, Ettain Group 2017-2018

Project Team Member/contractor

I was a member of a team of ten that imaged computers joined them to domains, placed them in the appropriate active directory organizational unit, installed programs; and deployed 500-1000 computers for Medicare and Windows 10

G. Hughes McMurray Jr. *******@*****.*** Page Two

upgrade projects. Machines were imaged using USB flash drives and a hard drive duplicator. Wrappers were run to install base programs, manually installed programs included any connect vpn (for work at home users), RSA authentication, IBM Sametime Messenger, Adobe Pro, and others as required per user need.

Schneider-Electric, Atos 2016-2017

Desktop Support Technician 2/contractor

Supported local infrastructure for manufacturing plant and engineer/support personnel office of approximately 500 end users by resolving and completing incident/work order tickets, installing software, troubleshooting desktop/laptops, configuring, deploying, and tracking lease refresh and return computers and, being the eyes and ears of offsite teams including the network and server teams. Also coordinated break/fix warranty repairs with Lenovo support and technicians; and was on call every other month.

Improved production output by keeping hardware up to acceptable standards configuring, deploying and tracking 10-60 lease refresh/return desktops/laptops per quarter. This included communicating statuses with end users, imaging machines using usb flash drive or loading pre-staged OS installations, installing the client programs, transferring data from the old machines to the new as needed, documenting each step of the process in SharePoint, and returning old machines.

Maintained proficiency by troubleshooting, diagnosing, resolving, and completing incident and work order tickets within SLA allotted times. Remedy 8 and 7.1 tickets included hardware (desktop Wi-Fi adapters, barcode scanners, and printers)/software and Windows 7 installs, desktop/laptop configuration/deployment, break/fix, connectivity (Wi-Fi and Ethernet), printer, login, and network issues.

Diagnosed network issues using link runner and installing patch cables to switch ports in network closets as required.

Standard Charter Bank, PCM, Columbia, SC 2015-2016

Senior Field Technician/Level 1 and 2 Technical Support

Provided desktop support; for approximately 100 auditors from PricewaterhouseCoopers, who were conducting an audit for Standard Charter Bank. Auditors where issued Standard Charter Bank Lenovo laptops and connected to the bank domain.

Resolved incident and work order tickets using the Remedy ticketing system. Tickets consisted of software install requests; log in, hardware, printer, driver, email, and Wi-Fi connectivity issues.

Assisted network team with setting-up the site network switches and routers, conducted routine security checks,

installed software pushed out via SCCM, and installed printers.

HUMANA INSURANCE, CGI, Lancaster, SC 2012 — 2015

Distributed Systems Installer/Onsite Consultant

Resolve tickets consisting of software installs, Internet connectivity issues, crashed hard drives, new laptop/pc replacement/deployment, browser issues and printer installs. Ordered, tracked and disposed of equipment on an as-needed basis.

Improved productivity and office machine security by bringing systems current with Microsoft OS standards.

oCoordinated and implemented Windows XP to Windows 7 upgrade project for approximately 150 machines.

Consolidated users and workplace solutions by moving hardware, transitioning 25 employees from 1 location to another.

oInstalled and configured new network printers, relocating 5 network printers to the new segment, ensuring connectivity for each new user location.

Optimized network by removing approximately 75 machines from the old domain and joining them to the new domain, as a key team participant for domain merger project.

Installed software, including Adobe programs, MS Office programs, SQL server management and IBM Iseries, from network drive using App-V, SCCM, and manual installation methods.

Utilized Microsoft RDP as well as Bomgar RDP software for installation of software and remote troubleshooting.

Deleted and recreated corrupted user profiles, correcting log on issues with Aray VPN and Windows user profile issues.

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Imaged desktops/laptops using Ghost and PXE OSD.

Repaired broken Dell and Lenovo Desktops and laptops by replacing hard drives and power supplies.

Assisted operations with replacement of Cisco switches and new networked Lexmark printer installations.

Other Work Experience

Technical Specialist Physicians Choice Laboratory

Helpdesk Technician Clickcom.com 2012

Technical Support Representative Start Corporation 2010-2011 Contractor for Charlotte Mecklenburg County Computer Refresh Project Intratek 2010

Computer Repair and Service Technician A1 Mobile Computers 2010

Notable Contributions

Installed and configured server 2008 Active Directory domain for 50 user network at York County Children's Home, adding users and computers to Active Directory, as well as added share and security permissions for files and accounts.

Coordinated and implemented 200 machine Windows XP-Windows 7 upgrade Project.

Responsible for installing configuring and deploying both the network and end user infrastructure in two small/midsized expansion offices.

Part of a team that imaged and deployed over 500 Medicare workstations over 3 months.

Technical Skills

Software:

OS: Windows XP, Windows Vista, Windows 7, windows 8/8.1, Windows 10, Server 2003, Server 2008, server 2012, Android, IOS Imaging: Ghost, PXE OSD; Microsoft Office: 2003, 2007, 2010, 2013, 2016, Office 365, Email: Exchange, Outlook, Gmail, Mac Mail, Windows Live; Ticketing Systems: Remedy 7.1, Remedy 8, Enlightened, CA; Encryption: Win Magic, Symantec Encryption, Bit Locker Remote Tools: Bomgar, Log Me In, WebX, Go To Meeting; Antivirus: McAfee, AVG, Trend Micro, Spybot, Norton, Malwarebytes Other: Lync Messenger, Skype for Business, Cpanel, SCCM, App-V, Data Be Gone, Virtual Box

Hardware:

Dell, HP, Lenovo, Acer, Compaq, Gateway, Lexmark, Xerox, OCE, Cannon, routers and switches

Networking:

LAN/WAN, Active Directory, VPN, DHCP, TCP/IP, DHCP, DNS, Ethernet, Wireless, Cable Patching

Certifications and Education

CompTIA A+ Server 2003/2008 classes York Tech Networking Certificate York Tech Bachelors of Science University of South Carolina, Columbia

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