Desktop Support Customer Service

LARRY CRIDER II

**** ****** ****** ** *** #T* District Heights, MD 20747

410-***-**** *************@*****.***

TECHNICAL SKILLS

Operating Systems: Windows 10; 8; 7; MS 98, 2000; MS Windows Vista, XP; MAC OS X

Software Applications: MS Office Suite 2000-2016 (Access, Excel, PowerPoint, Word); Norton Ghost; installing drivers; Peregrine, LANDesk, GECE, USA Guardian, Soft, Infra, TM Win, TM Fan User, TM Presence, Archtics, Imaging

Hardware: Desktops & laptops; Printers; Thin Clients; Boca Ticket Printers; Fluke Network Multimeter; Care Fusion PDAs; Kronos Clocks; Windows Server 2012/2016; Janam Scanners; Routers; Switches; Tablets, iPhones, iPads. General computer builds and repairs; Hardware installations and Swaps; General networking experience (running cables, troubleshooting connections, activating ports) Desktop/Laptop Installs

Others: Clerical skills; Data entry; End user service support (local desk-side support, remote control); Leadership experience; LAN/WAN Experience; A/V set ups for meetings; Video conference setups; Maintain effective relationships with clients in person, phone & email; Excellent communication skills; Problem solving skills

INFORMATION TECHNOLOGY EMPLOYMENT

Ticketmaster/Live Nation Entertainment August 2012-Present

Field Technology Support Specialist/Client Technology Support Specialist

Implement advanced support services to clients with technical problems and information technology issues involving desktop, laptop or network services.

Provide timely resolutions of problems, able to escalate more difficult problems on behalf of customer to appropriate technical personnel.

Support and maintain effective relationships with users.

Conduct and assist with various concerts, events, and shows. (NFL/NBA games, 2013 Inauguration, Grand Prix)

Provide case status updates to management and end-users.

Inova Fair Oaks Hospital January 2012-July-2012 Desktop Engineer Student Intern

Responded by phone and in person to at least 15 tier 2 tickets per day using Peregrine ticketing software.

Repaired and replaced about 20 workstations, PDA’s, and audio-visual and video conference equipment per week.

Configured printers and cross connected server patch cables to enable new ports for users to complete clinical duties via the network.

Conducted proper installation, integration, preventative maintenance, and initial operation of the clinical and ancillary Information Services desktop environment.

ADDITIONAL EXPERIENCE

Prince George County Public Schools February 2007-Aug 2011

Substitute Teacher (K – 12)

Maintained a disciplined classroom through classroom management skills that ensure a safe dynamic learning environment so children can effectively learn.

Implemented and create lesson plans to build a fun and technical musical education program.

EDUCATION & TRAINING

Year Up National Capital Region, a Partner of Northern Virginia Community College Graduation: July 2012

Enrolled in a one-year career development institute, through which students can earn six-month corporate internship and college credit following six months of rigorous technical and professional training.

Mastered coursework in desktop support, IT helpdesk, computer networking, business writing, professional skills, personal finance, and customer service.

Earned Cisco IT Essentials certificate via Year Up, a Cisco Networking Academy; coursework included advanced networking, repair, and troubleshooting skills as well as critical thinking skills.

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