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Desktop Support Customer Service

Raleigh, NC
March 24, 2020

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Wake Technical Community College 2001– 2005

●General Education Degree

●Networking and IT infrastructure

●Train in A+

●MCSE and Vmware Training

●HIPAA certified yearly

●Trained in EPIC, ITS, RealMed, and other medical recording keeping software.

●Has worked in multiple medical environments.


Hewlett Packard Enterprise, North Carolina August 2017- Now

Server Installation and Server Technician Trainer

●Installation of Printers and Print Devices

●Installation of HPE Blade Servers

●Tech support for Server installs for SECU

●Training of HPE Technician

●Building Training Material

Independent Consulting, Raleigh, North Carolina June 2010 – Present

Technical Support and System Administration

●Supporting the offices of Peter G Lim PLLC and Cary Endocrine

●Support Desktops, laptops, printers, servers, Windows 7, IMS, Eaglesoft

●SCCM (System Center Configuration Manager) for offsite laptop management

●Power shell for scripting automated commands.

●Setup Data backup, vSphere Administration, and over the phone troubleshooting

●Database back-up and integrity maintenance

●COTS install and maintenance

●Installation and maintenance of SQL and Databases

●Skype for Business (Lync) Administration

●OEM repair and replacements for desktop and server based hardware

●Print server setup and working with HP, Brother, Sharp, and Lexmark network scanner software and TWAIN support

Lenovo, RTP September 2018- March 2019

System Admin and Desktop Support

●Desktop and Mac support and repair

(Hardware Repair, OS repair, and organizing manufacture support)


(Install and setup)

●Clonezilla imaging

●Phone based support.

●Remedy based ticketing

Cadence Engineering, Cary North Carolina September 2017- February 2018

System Admin and Desktop Support

●Desktop and Mac support and repair

(Hardware Repair, OS repair, and organizing manufacture support)

●Server support and repair

(Hardware Repair and hardware replacement, imaging, and manufacture support)

●COTS install, repair, and administration

( Virtual software installs, Windows software install and repair, and licence administration)

●AD Administration

( User creation, password changes, edit users permissions)

●Data Center Maintenance

(maintaining hardware maintenances)

●Cisco Jabber

(Install and setup)

●SCCM (System Center Configuration Manager) for offsite laptop management

●Powershell for scripting automated commands

●vSphere Administration

(VM builds, VM setup and reset)

●OEM Facilitation and support for Server grade components

System Administrator for Xerox, Morrisville, North Carolina August 2015 – December 2015

System Admin and Desktop Support

●Desktop support and repair

●Server support and repair

●COTS install, repair, and administration

( NC Fast software and users administration)

●AD Administration

( User creation, OU creation, and setting permisions)

●Data Center Maintenance

( Tape and backup Maintenance)

●Skype for Business (Lync) Administration

●SCCM (System Center Configuration Manager) for offsite laptop management

●Powershell for scripting automated commands

●vSphere Administration

●OEM Facilitation and support for Server grade components

IBM, Durham, North Carolina June 2014–September 2014

IT Support and Asset Management, contract

●Lenovo Laptop support, repairs, deployment, imaging and data migration

●SCCM (System Center Configuration Manager) for offsite laptop management

●Powershell for scripting automated commands

●Detailed spreadsheets of Asset locations, ownership, and decommissioning

●Supported Windows 7, Linux (including setting up Linux boxes for Active Directory integration, OSX, Microsoft Office, and Lotus Notes

●Planed for Asset needs for the following month

●Used Barracuda to do backup

●Skype for Business (Lync) Administration

●Facilitation of OEM repairs for Lenovo laptop and desktops

Time Warner Cable, RTP North Carolina February 2014–March 2014

Windows 7 Deployment and IT Support, contract

●Deployed Windows 7 to laptops and desktops, data migration

●Hardware repair and troubleshooting

●Used Ghost and Windows Deployment for re-imaging

●Used Altiris for Image Deployment and Remedy for Ticketing

MetLife, Cary North Carolina July 2013– November 2013

Laptop Deployment and IT Support, contract

●Deployed Windows 7 to laptops and Data migration

●Installed Microsoft Office 360, and other Metlife Software

●Moved hardware for users

●Keep tract of all Assets for my group

●Used PDQ to deploy software and patch packages

●OEM laptop replacements for HP products

HCL, Cary North Carolina June 2012 – June 2013

Tier Two Help Desk Support for Deutsche Bank, contract

●Troubleshooting Technical issues for Deutsche Bank Employes

●Password resets for Active Directory and Exchange Users, Token resets

●Black Berry User Management, Citrix and VMWARE vSphere support

●OSX, Windows 7, Windows 8, iPhone, and Android device support

●Training and Repair documentation

●Remedy and DB ticking systems

●Skype for Business (Lync) Administration

US Oncology, Raleigh, Cary, Chapel Hill, Durham NC May 2011– September 2011

IT Coordinator and System Administrator, contract

●Support for Laptop, Desktop, Printers, Servers, Scanners, and Medical equipment

●Network Support, Printer Server Support, Active Directory and Exchange Support

●Support for Windows XP, Altirus, Acronis, Ghost, and Taskfire ticking system

●Support for iPhone, Blackberry, and Android devices

●Support for Voip base phones

●Skype for Business (Lync) Administration

●OEM replacements for HP laptops and OEM service calls for servers and network

Call The PC Guy, Raleigh, North Carolina January 2010 – May 2011

PC Repair Technician, contract

●Desktop and laptop Repair

●Over the phone customer support

●Network Trouble Shooting

Perimeter E Security, Morrisville, NC 11/08 – 1/09

●Help-desk support

●Blackberry Exchange Support

●Exchange Support

●COTS install and maintenance

Flextronics, Morrisville, NC August 2008 – November 2008

●Custom HP Server setups

●Server break downs

●Server part identification

ITS (Information Technology Services), Raleigh, NC March 2008 – June 2008

●Desktop support

●Desktop and laptop imaging using Ghost.

●Hard drive encryption

●Motherboard and power supply replacements

Wake Christian Academy, Garner, NC September 1999 – March 2001

●Software Support

●Desktop Support

●Networking and Cabling

To Whom It May Concern:

I look forward to meeting with you personally to discuss my diverse combination of computer technology, customer service skills, and how I may be of assistance to you and your company.

Having thirteen years of practical IT experience and six years of customer service experience in various work related situations gives me the ability to solve hardware and software issues, as well as the ability to listen to and understand the needs of others. My social and technical skills would be a great asset to you.

I’ve had the unique opportunity to learn from a network of highly skilled and well trained military technicians. This training has given me fast and efficient research abilities and trouble shooting skills.

My brief experience in working in the restaurant industry helped me develop my skills as a team player and yet to be self-reliant at the same time.

My volunteer experience has taught me to be proactive and attentive to others.

Working with International Bible Studies (IBS) has taught me how to effectively approach the international community in various environments.

My skills in languages include work related Spanish and some Korean.

I am very excited about the possibility of working with your company and I’m looking forward to speaking with you in person at your earliest opportunity. Thank you very much for your consideration.


Mark Anderson

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