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Desktop Support Software

Charlotte, NC
February 19, 2020

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Micha Hodeda

IT Support/ Help Desk/ PC Technician

Charlotte, NC

Phone: 980-***-****



U.S. Permanent Resident (Green Card holder)


IT Support with over 10 years of experience in operating and maintaining hardware, software and related computer equipment. Experience in installation, administration and configuration of local and wide area networks (LANs and WANs). Problem-solving skills, with a keen ability to assess needs, define requirements, develop value-added solutions and execute technical solutions that streamline and improve operating efficiencies. Adept in communicating with technical and nontechnical audiences.

Excellent interpersonal skills, including the ability to work well independently as well as in large or small groups.

Organized, accountable and responsible.


2015- 07/2019

Desktop Support Analyst

LPL Finance Charlotte NC (HCL Technologies).

Provides support for end-user computing devices for LPL employees and Contingent workers in multiple offices. Large enterprise environment with 5k+ machines.

Responds to incidents and requests within a ServiceNow call ticketing system, providing resolution within a complex fast-paced business environment.

Deploys and troubleshoots end user computing devices including laptops, desktops, printers, MFPs and wireless devices that are aligned within the Home Office Security Policy.

Reimage computers/hard drives in accordance with standards .Migrating Data and user profile (using Microsoft SCCM server).

Perform Move, Add, and Change function including installation and decommission.

Install, configure and troubleshoot Windows based operating systems, Microsoft Office and Internet browsers.

Configures and supports remote users including VPN client and connectivity using Skype and WeBex.

Troubleshoots incidents and fulfills requests within established SLAs.

Provides a high level of customer service.

Partner with Business Units, Active Directory, Messaging, Network, Engineering, Information Security, Service Desk and vendors.

Taking ownership of issues from end-to-end to reach a resolution for all requests and incidents.

Provided telecomm support of Avaya IP phones including Plantronics wireless headset support.

01/2012 – 07/2014

IT Support

Philips Electronics Israel (VIA MALAM TEAM)

Provided IT support on an ongoing basis to the entire Philips Petah Tikvah. This includes solving network breakdowns as well as troubleshooting client and server stations, and supporting training teams remotely and locally. Implemented advanced financial systems in accordance with International Philips IT teams.

Provided PC and laptop support, including hardware and software support.

Responsible for the backup process (Scalar i40, Backup Exec).

Configured mobile devices to access network resources, such as mailbox and VPN.

Responsible for the AVAYA IP Office Manager. (AVAYA IP Phones).

04/2011 – 12/2011

System Administrator


Effectively managed system functionality to ensure ongoing operations. Supported 500 internal and external end-users on a daily basis. Provided hardware/software installation, server maintenance, trouble resolution, root cause analysis and SLA maintenance for a large, enterprise-wide LAN/WAN environment.

Troubleshot and diagnosed technical issues, network security and backup/restore initiatives. Supported all standard, corporate and web-based applications. Managed, set up and provided technology training for remote users.

Performed network administration functions, set up network user accounts/permissions, reset passwords and administered group policies via DRA and Active Directory.

Installed, configured, maintained and supported Windows servers within the network.

Provided desktop support for over 500 users.

Delivered printing solutions and peripherals, e.g. scanners/copiers, digital senders and fax machines.

Provided support for various computer hardware and peripherals (printers, laptops, servers and desktops)

Utilized Ghost to develop and deploy images in order to maintain operational computers and reduce end-user downtime.

Configured mobile devices to access network resources, such as Microsoft Exchange.

Supported over 260 Gus Stations by Remote Control Software (VNC, RDP).

01/2010 – 12/2010:



Provided System Administrator and IT Support. Ensured a high level of reliability and stability

along integrated systems. Created and administered policies and permissions as well as analyzed and

resolved issues with connectivity, hardware, software and Microsoft Windows operating systems.

Provided excellent day-to-day support of desktop environment, with 700 users and 3000 desktops.

Trained new employees on company policy and procedures.

Provided software solutions and support for desktop users.

Administered user accounts and Global Group Policies on the Active Directory Forest.

Responsible for the evaluation and procurement of new hardware and software.

Installed and supported network hardware, including cabling, hubs, wired and wireless routers, and switches.

Provided support for various pieces of computer hardware and peripherals.

Responsible for the Bit Locker Drive Encryption Project in the Win7 Operating System.

Installed software, patching, upgrading and maintenance of operating system.

08/2003- 12/2009

IT SUPPORT/ PC Technician


Managed PC technicians in repairing desktops and laptops. Maintained an efficient working environment and quickly resolved customer issues. Maintained personal computers and related peripherals. Provided help desk support and remote technical troubleshooting using Microsoft Remote Desktop and VLC remote control software.

Assisted users with policies and procedures for setting up conference calls (Polycom System).

Performed on-site repair and preventive maintenance on personal computers and related peripherals.

Installed, configured and troubleshot Microsoft Office 2003, 2007 and 2010 suites.

Installed, configured and troubleshot Windows 7, Vista, XP, 2003 Server, 2000 OS work stations.

Responsible for procurement of new hardware (laptop, desktop, server, peripherals) and software.


2014 – Online courses (Train Signal)

Linux system administration and scripting

2001 - 2003 SELA University. Tel Aviv, Israel

Studies in specialization UNIX\LINUX ADMINISTRATOR

1999 - 2000 Mediatech College. Haifa, Israel

Microsoft Certified Systems Engineer (MCSE), Certificate


IDF Service:

1989 - 1992 Artillery corps,

Rank: Sergeant, Occupation: Artillerist, IFV Driver

Languages: Fluent in English and Hebrew.

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