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Desktop Support Customer Service

Phoenix, AZ
October 17, 2019

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Jonathan Daggett

Phoenix, AZ



To obtain a desktop support technician position and apply my technical skills by providing a single point of contact for end users to resolve issues related to PC hardware and equipment.


Desktop Support, Help Desk, MAC, SCCM, CompTIA, Ivanti, Intune, Office 365 Admin, Procurement, Checkpoint VPN, Forti client, Zoom, Airtame, MaaS360, Jira, JAMF

Work Experience

Desktop Support Technician IIl & Procurement

Progressive Leasing - Phoenix, AZ August 2017 to Present

•Assist with maintaining records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software

•Update Inventory as products are received and removed

•Compare packing list to purchase orders and verifies each delivery matches the packing list

•Package products for return to vendors and fill out any RMA paperwork before shipment

•Prepare purchase orders by verifying specs and price; obtain recommendations from suppliers for substitute items; obtaining approval from requisitioning department

•Authorizes payment for purchases by forwarding receiving documents

•Lift boxes that are 40 lbs. or more; unpack and stock the items on labelled shelves; update Service Now with stock levels

•Image Lenovo Laptops and Intel NUCs; Distribute software using Ivanti Management Console

•Troubleshoot Checkpoint VPN

•Administer Mobile devices using Microsoft Intune and IBM MaaS 360

•Administer Microsoft office suite using 365 Admin portal

•Administer and deploy JAMF client to out MacBook.

Desktop Support Contractor

Natural Data / Cable ONE April 2017 to August 2017

•Re-assign IP address for network printers using Angry IP Scanner

•Setup network printers on windows server 2008 & 2012 R2

•Update Ricoh Printer address book using NX Device Manager

•Create user accounts and security groups using Quest Active Role Console

•Manage and create rules for dynamic groups in AD using job codes

•Monitor and assign tickets using Remedy ITSM

•Answer tickets in a timely manner especially for VIPs

•Use SCCM to push software and image computers

•Troubleshoot windows 8.1 and 10 issues

•Install & troubleshoot issues with Avaya software (softphone, Screen Capture, Playback)

•Install certificates for Internet E xplorer

•Assist with setting up Microsoft Intune Company Portal for iOS, Android, and Windows mobile

•Remote into workstations through RDP and Configuration Manager Remote Control

•Troubleshoot and Install office 365 suites including Skype for Business

•Fix Java issues for Adsails software

•Face to face interaction with end users

•Setup and troubleshoot Forti Client VPN

Service Desk Level II Contractor

Bell Techlogix / PF Changs January 2017 to April 2017

•Remote into Aloha POS Terminals and Troubleshoot Software

•Image terminals remotely

•Take inbound calls from vendors and technicians onsite

•Assist engineering team with network issues

•Respond to tickets and emails from Store managers and Vendors in a timely matter

•Virus/Malware removal

•Troubleshoot Windows 2000 and XP workstation Windows7 and servers 2003 and 2008

•Troubleshoot Outlook issues

Desktop Support

CIOX Health

January 2016 to January 2017

Maintain a Windows based PC network and support upwards of 500-1000 call center users

●Handle both physical and software aspects of workstations

●Configure phones to work with telecommunication system

●Support of user base on internal and 3rd party applications such as MS Office and phone system

●Monitor ticketing system and monitor all inbound ticket queues

●On-Site hardware assistance

●Assist the Server & Network teams with hands-on needs for the local infrastructure

●Image PC Using Norton Ghost

●Setup accounts for Exchange, Active Directory, Right FAX and other internal software

●Troubleshoot Microsoft Office Suite

●Setup IP phones using ShoreTel Director

●Install printers on print servers

Technical Support for Mac OS


September 2015 to January 2016

•Handled support calls for OS X 10.6 - 10.11

•troubleshoot hardware issues

•setup windows OS on Mac using boot camp

•setup backups using time machine

•assisted with setting up corporate and personal email Stefanini

Support Technician

Case New Holland and Epsilon August 2013 to September 2015

•Log Issues accurately in a ticketing system

•Troubleshoot network issues

•Install and troubleshoot software

•Support with general setup of Blackberry, iOS, and Android for Exchange

•Troubleshoot issues for end user's corporate applications

•Assist with mapping network drives and printers

•Develop Knowledge documents for issues not located in Kbase

•Proficient with Air Watch MDM client for managing corporate smart phones

•Basic knowledge with Active Directory

•Basic Knowledge on EUC Exchange server

•Asset Management

Customer Service Rep/Team Captain / Tier 2 Support

Apple Technical

August 2010 to July 2013

•Assisted advisors by troubleshooting issues with Apple iOS software

•Gained customer service experience

•Coached other advisors

•Managed a high volume of calls

•Researched and solved issues in a timely matter

•Gained multitasking skills

Image Specialist

HOV Services

December 2009 to July 2010

•Scanned microfilm images into a digital format

•Responsible for correcting poor image quality on two machines simultaneously

•Met daily quota

•Prepped papers


Computer Information Systems

Saginaw Valley State University

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