Desktop Support Analyst II

KEVIN C. FREEMAN

*** ****** ***** - *****, **** *4314 - 330-***-**** - *************@*****.***

EDUCATION:

Capella University, Minneapolis, MN 2013 – 2016

BS in Information Technology/Health Information Technology (In Progress)

Brown Mackie College, North Canton, Ohio 2008 - 2010

Associate of Applied Business, Computer Networking

BRIEF SUMMARY OF QUALIFICATIONS:

Windows XP/Vista/Windows 7/8/10, MS Office (Word. Excel, Outlook, PowerPoint & Project) & Migration Tools

Installation and setup of: Allscripts EMR, Imprivata, Soarian, Bed Tracking/Bed Board and other Client Care programs.

Active Directory, Lansweeper, LANDesk, Service Now, HP Service Manager, HP Asset Manager

Skype, Cisco WebEx, Go to Meeting

Dameware, Remote Desktop, Bomgar, SCCM & Remote Tools 2012 R2, VMWare and many more

iPhone, iPad, iCloud and related programs & setup

Testing, repairing and reimaging PCs, repairing Printers and Scanners.

Organized, customer and quality minded.

WORK EXPERIENCE:

Desktop Support II 2019-2019

A3/CompuCom/First Energy Akron, Ohio (8-month contract)

Set up of computers & Laptops for deployment and refresh

Handling user issues and closing trouble ticket

Installing programs and filters to aid employees

Trouble-shooting printers, scanners and PC issues

AD, Altiris, ITSM, Service Now, HP Asset Manager

Owner of PC Repair Shop 2010-Present

The Computer Wolf Akron, Ohio

Owner and Technician (Hobby for over 35 years, turned into a career)

oVirus & Spyware Removal

oHardware & Software installation

oHome and Office Networking

oTroubleshooting Software and Hardware

oSetups and Configuration

oTraining Users how to use computers and software

IT Technician for State Testing Sites (Six Week Contract) 2018-2018

Virtual Technology Group K12-OHVA (Robert Half)

Set up of computers for testing

Teardown of computers after testing

Inventory Control

Shipping devices back after all testing is completed

Troubleshoot PC issues

Setting up the Closed Network and Monitoring Network

Setup Test site of 50 PCs, 3 Connection Points and 2 Jet-Packs inside a Hotel Conference Room. Including wire management of all cables.

Desktop Support II 2016-2018

University Hospitals Cleveland, Ohio

Set up of computers, printers & scanners

Handling user issues and closing trouble ticket

Testing programs that are not standard & used by offices

Trouble-shooting printers, scanners and PC issues

Trouble-shooting networking issues

Major Project: Setup two new offices in new building. Including marking all of the Network Jacks and leaving behind a data sheet with each port numbered matching it jacks number. Allowing for easier location of all wires, without having to trace them.

Field Operations Remediation Team Lead/IMAC Tech 2012-2016

University Hospitals Cleveland, Ohio

Windows XP to Windows 7 Migration

Migration of user’s data from old to the new PC

Image/Reimage and setting up of computers, printers & scanners

Running cleanup programs

Trouble-shooting printers, scanners and PC issues

Trouble-shooting networking issues

Major Project: Lead a Team of three techs, one Networking Tech and Phone Tech in setting up a Call Center in two hours after a Shutdown during a fire. Setting up 100+ phones, PCs and three Printers. Office was ready when their people got there.

Field Operations Tech /Remediation Team 2010-2012

TEK Systems Cleveland, Ohio

Set up of computers, printers & scanners

Running cleanup programs

Trouble-shooting PC issues

Configure Desktops and Laptops for Deployment

Major Project: Got asked to “re-inventory” PCs, WOW Carts, Scanners and Printers at Ahuja Medical Center because all of the data that the team in charge of the first inventory did not have any information correct. Done in two days as a team leader, team of three.

Student Aid 2009-2010

Brown Mackie College, North Canton

Filing paperwork

Customer Relations Work

Customer Support for Internet 2009-2009

Teleperformance Akron, Ohio (Company Closed Akron Office)

Troubleshooting Internet Connections

Resetting IP Addresses

Handling customers questions and emails issues

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