Desktop Support Customer Service
Resume:
ROY GORDON
Harker Heights Texas *6548
**********@*****.***
(860) 280 - 5396
Objective: A growth enhancing position within a progressive IT organization where I can utilize my abilities and experience.
Computer Skills Networking TCP/IP, DNS, DHCP, supporting Cisco routers and switches. O/S includes Win, Server 2016, X, configuring Mail client, Lotus Notes and Outlook, Proficient with Microsoft Office Suite. Use Active Directory, Citrix, Setup and configure VPN users both client and Web base, MS Office 2010, SQL.
Ticket tracking system includes Remedy and, TBS, Remote tools and utilities include, SCCM, MDT, VM, A+ Certified, Dell Certified, Lenovo Certified.
Applications Epicare (use for client support), Cernier (use for client support)
Experience:
12/2018-Prsent Susbstitue Teacher
10/2019-01/2010 Tek System. Network Security Analyst
Adhered to workflow protocols.
Trouble Shoot access permission
Provide remote support for Citrix access and VPN.
Verify user request for access before granting permission
06/2018-12/2018 Tech Mahindra, Help Desk Analyst
01/2018-05/2018 St. Paul’s Episcopal School Network Administrator.
Responsible include;
Server Support, Desktop Support, network, support.
Supporting users IT need.
03/2017-5/2017 Department Of Family Services Desktop Services. Responsible for the upgrade of the department computers.
11/2016- 02/2017 St Francis Hospital (Using Windows Platform, Using Citrix to access programs) Responsibilities include:
Resolving problems for internal user
Desktop and application Issues
VPN and wireless issues
Citrix access issues for both internal and external user
Issues dealing with hardware and software Providing remote support for users
10/2013 – 10/2016 GE Level 2 Desktop Support Specialist
Responsibilities include:
Resolving problems for internal user
Desktop and application Issues
VPN and wireless issues
Issues dealing with hardware and software Providing remote support for users
Keeping track of inventory
01/2013 – 10/2013 Travelers Windows 7 rollout
05/2012 – 01/2013 Massachusetts Mutual (Windows 7 deployment Team)
In charge of quality control
Desktop Support
Responsibilities Include.
Complete quality testing of workstation being upgraded to windows 7, testing all application of the internal user work station. Involved in all aspect from build to support. Primary responsibility is to make certain devices mirror existing work station. Using Active Ddirectory to add and remove hardware in domain.
07/2011-11/2011 Waterbury Hospital (Using Windows XP Platform, Using Citrix to access programs) Responsibilities include:
Resolving problems for internal user
Desktop and application Issues
VPN and wireless issues
Citrix access issues for both internal and external user
Issues dealing with hardware and software Providing remote support for users
Waterbury Hospital: (Using Windows XP Platform, Using Citrix to access programs) Helpdesk/support phone support and minimal desktop support.
Responsibilities include:
Resolving problems for internal user and tracking all problem via ticket system
Setting up users email, trouble shooting all issue pertaining to client email issue
Resetting user password using active directory
Managing network resources ex. Adding printer to PC
VPN and wireless issues
Citrix access issues for both internal and external user
Providing remote support for users
06/2010-04/2011 Computer Merchant Helpdesk/Desktop support 100% phone support.
Responsibilities include
Resolving problems for both internal and remote user and tracking all problem via ticket system
Setting up users email, trouble shooting all issue pertaining to client email issue
Resetting user password using active directory
Managing network resources ex. Adding printer to PC
Providing remote support for desktop users via Dameware
Resolving numerous application issue intrinsic to company
Experience:
03/2007– 06/2009 Wheeler Clinic Helpdesk/Desktop support 80% phone support.
Responsibilities include
Resolving problems for remote user and tracking all problem via ticket system using ticket tracking system
Setting up users email on a client level (using outlook client), trouble shooting all issue pertaining to client email issue from adding personal folders address booking adding second email account to existing account and more.
Resetting user password using active directory
Managing network resources ex. Adding printer to PC, managing print queue
Providing support for desktop users via VNC
Resolving numerous application issue intrinsic to company
12/2006 – 03/2007 St Francis Hospitals
Responsibilities include
Resolving problems for remote user and tracking all problem via ticket system using Remedy Database ticket tracking system
Resetting user password using active directory
Managing network resources ex. Adding printer to PC, managing print queue.
Providing support for desktop users via SMS remote.
Resolving network connectivity and defining issue to determine what group to pass problems to.
Resolving numerous application issue intrinsic to company, and also resetting password for such application
Make certain all company SLA’s are met
10/2006 – 12/2006 Wheeler Clinic Helpdesk/Desktop support 80% phone support.
Responsibilities include
Resolving problems for remote user and tracking all problem via ticket system using DK Database ticket tracking system
Providing support for users who access network remotely using VPN
VPN and wireless issues
Citrix access issues for both internal and external user
Setting up users email on a client level (using outlook client), trouble shooting all issue pertaining to client email issue from adding personal folders address booking adding second email account to existing account and more.
Resetting user password using active directory
Managing network resources ex. Adding printer to PC, managing print queue
Providing support for desktop users via VNC
Resolving numerous application issue intrinsic to company
10/2005 – 10/2006 ACS-HCS Technical Engineer, Help desk 100% phone
Responsibilities include
Resolving problems for remote user and tracking all problem via ticket system using DK Database ticket tracking system
Heavy emphasis on setting up users email on a client level (emphasis on the outlook client), trouble shooting all issue pertaining to client email issue from adding personal folders address booking adding second email account to existing account and more.
Resetting user password using active directory
Managing network resources ex. Adding printer to PC, managing print queue
Setting up and configuring VPN client both web and client base, using RSA as tool to manage VPN.
Providing support for users who access network remotely using Citric servers
Providing support for desktop users via Landesk remote.
Resolving network connectivity and defining issue to determine what group to pass problems to.
Resolving numerous application issue intrinsic to company, and also resetting password for such application
Make certain all company SLA’s are met
11/2001 – 9/2005 Independent contractor working for various contracting companies TEK System and Man Power working mainly in the Help Desk Customer service environment, providing technical support with in a LAN environment.
ABS: Help desk provide 100 percent phone support in a Windows NT environment, using USER Manager to reset password. Resolving VPN issue mainly using the Cisco VPN client, provide remote desktop support for users, User Remedy as a ticket tracking system.
Hamilton Sundstrand: Team lead for Y2K roll out for entire Windsor office, Upgrade to Windows 2000, did imaging for entire Windsor office and set up individual work stations which included reloading software and any other peripherals including printers, scanners, external CD ROM, setting up Laptop and Docking station and also did Memory upgrade for both Laptop and PC.
1/2001 – 10/2001 DSL.net level 2 Tech support.
100 percent phone support, setting up client DSL routers and connection up to routes (ISP responsibility, provide limit support that directly is related to ISP for the client desktop, updated email account made routing changes, added C name to email and also did troubling shooting in regard to email issue, email client include and not limited too exchange, and group wise
3/1999 - 1/2001 Tek System (Independent contractor working for various contracting companies) in this period works different locations, ex below.
7/1998 - 1/1999 Insurance Technology Services of America (ITSA). Rating Analyst Responsibilities included:
Set up design rate engine
Create and map forms electronically
10/1997 - 7/1998 AMS Services, Inc.Production Programmer
Responsibilities included:
Maintain existing code and modify as needed
Update existing database as needed
Perform task as assigned
9/1996 - 7/1997 Computer Task Group.CTG Technician
Responsibilities included:
Working at help desk at IBM answering calls ranging from Main Frame support.
Hardware and Technical problem solving
6/1994 - 9/1996 Catalina Marketing Co. Account Representatives
Responsibilities included:
Setting up and installing Company hardware and software
Maintaining and upgrading PC and other hardware as needed
Education: Charter Oak State University New Britain, CT
Bachelor’s Degree in General Studies with a concentration in business management
Central Connecticut State University, New Britain, CT.
Capital Community Technical College Hartford, CT.
A.S.GENERAL ENGINEERING
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