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Desktop Support

Raeford, NC
October 24, 2019

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Edward Purcell

*** ********** *****, *******, ** 28376



Experienced IT professional pursuing a progressive education pursuing various Microsoft, Comp TIA, and Cisco certifications. Outstanding communication skills. Always able to adapt quickly to new environments and provide stability on a team. Strong desire to obtain an IT Technician position utilizing my troubleshooting and problem-solving skills.


Excellent knowledge of information security standards, rules and regulations.

Ability to identify risk, threats and conduct detailed analysis

Excellent ability to develop complex network and data security, standards


Operating Systems: Windows 7/Vista/XP10, iOS, Android

Software: Visual Studio 2003, 2005, Microsoft Office, Exchange 2007, Exchange 2010, Active Directory, Oracle, Client Manager, Bomgar.

Hardware: Video cards, Modems, Power supplies, Cables, Network Cards, RAM, Routers, and IOS devices

Other: DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding

Proficient with : ServiceNow, Footprints


MyComputerCareer Graduated 03/2018

Information Technology Systems Administrator

Certifications Earned: Comptia Mobility +, Microsoft Technology Associate (MTA)

Mobility Fundamentals MTA, Security Fundamentals MTA

Colorado Technical University Graduated 11/2015

Specialization: Security

Bachelor of Science in Information Technology


Principles of Network Security

Security Risk Management

Ethical Hacking

Vulnerability Assessment and Management

Software Assurance

Computer Systems

Computer Forensics I

Cloud Computing, Privacy and Security

Advanced Research in IAS and IT Management

Security Compliance

Network Infrastructure Administration

Security Management

Security Architecture

Disaster Recovery

Project Performance and Quality Assurance


HCL Technologies, Office 365 Service Desk Agent Raleigh, NC May 2018-Present

Diagnose and troubleshoots end user desktop application issues and provides appropriate solution

Provides case status updates to management and end-users per service level guidelines

Support and maintain effective relationships with users

Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support

Experience with cloud-based application suites such as Microsoft Office 365 in a Windows environment. Demonstrated experience in administration of Microsoft Office 365 workloads

Excellent knowledge and troubleshooting experience in supporting legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, and OneDrive for Business, etc.). as well as modern Office suites, including deployment and migrations.

Maintains ownership of Incidents, ensuring status update and resolution according to SLAs and provide input to Service Desk Management regarding Continuous Improvement

Custodian Hoke County Schools Raeford, NC January 2008 – May 2018

Ensure the safety of staff, students and faculty by maintaining 6 campuses by promoting sanitation guidelines of the district

Communicate with staff members effectively regarding issues that may arise in order to decrease risk and confusion

Assist with setup of facilities for meetings, classrooms, conferences, events, etc. ensuring fire and safety codes were met

Control alarms and fire drills panel and perform regular testing and maintenance when applicable

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