Desktop Support Manager
Resume:
Cassandra L Willis
**** ******** **, *** *, Madison, IN 47250 #931-***-**** adcira@r.postjobfree.com
Summary
Experienced Desktop Support Technician currently operating as a Refresh Technician and Project Installment Technician. Exposure to multiple types of enterprise management systems and various corporate used applications. Accustomed to routinely supporting thousands of various types of end users to service their IT needs such as on-site, remote, and traveling. Involvement in many IT projects to better improve the organization’s IT infrastructure.
Education
Associate degree May 2009 ITT Technical Institute
·Major: Applied Sciences
·Focus: Networking
High School diploma June 2005 Dakota high school
·Focus: Architecture
Work Experience
Refresh Technician/Project Installment Technician The Walt Disney Company/ATOS January 2020 to March 2020
Responsibilities
· Travel to all Disney owned properties in the central Florida area
· Coordinate meet times with all Cast Members assigned to me on daily basis
· Arrive on site to Cast Member location to conduct hardware/OS refresh
· Recorded all activity for every assignment in company’s ticketing system
· Routinely installed all requested hardware for newly hired Cast Member’s
· Utilization of HP and Lenovo devices
· Assisted with imaging anywhere from 20-50 devices at a time
Desktop support/computer technician Kings Daughters Hospital April 2015 to January 2020
Responsibilities
· Recognizing and resolving software or hardware issues i.e., Windows 7, VMware (VDI), SCCM, Meditech and LSS, MS Office etc.
· Assisting all company users via over phone or on site
· Installing and configuring new IT devices and equipment
· Addressing issues with printers’ copiers and scanners
· Accurately record and update service requests in the IT work order system
· Escalating issues to our other support teams when necessary
· Hardware experience is with Lenovo and Dell products. Also includes Apple products such as Mac computers and Apple mobile devices such as iPhone and iPad support.
ACCOMPLISHMENTS/PROJECTS
· Full Organization upgrade from Windows 7 OS to Windows 10 OS Current Project-1 year
Win7 OS support ends 1/2020, 100% focus is upgrading all computers to Win10 OS
· Organize and Deploy Help Desk/Ticketing system
Took a ticketing/help desk system already in place and simplified it with a team of 18-20 people
· Emergent push of upgrades to end user devices Completed in 3 weeks
Proactive move to protect the organization's devices from the WCry virus
· Mobile Heartbeat Update Completed in 3 days
Gathered over 200 company owned iPhones. Upgraded the software/proprietary application and encrypted every device. Completed in a matter of 10 hours with a team of 20 people.
· Encryption software update Completed in 5 months
· Accumulated list of all laptops throughout organization. Updated the encryption software for each laptop in person.
· Testing new Devices Intermittent
· Determined the appropriate physician to test new devices before the dept. decided to purchase them for all physicians.
Registration Kings Daughters Hospital October 2014 to April 2015
Responsibilities
· Check in patients for their appointments
· Verify insurances
· Assign hospital rooms for admitted patients
· Registered patients in various parts of the hospital i.e. ED, Physician Check In, Hospital Registration
Assistant General Manager Taco Bell 2005 to October 2014
Responsibilities
· First point of contact for employees except that of General Manager
· General focus to drive weekly, monthly, and yearly sales and store revenue
· Ensured customer satisfaction while to maintain a satisfactory work environment for team members
· Frequently verified Team Members/Shift Managers knowledge of their job roles and our store’s goals
· Deployed schedules for the staff ranging between 60-80 employees on a weekly basis
· Verified the store’s inventory, which included everything under food and drink, cleaning and office supplies, and cooking utensils. All on weekly basis.
· Confirmed daily and weekly all tender transactions of all form while maintaining consistent on premise cash-count
Skills & Abilities
Management
· Organizing company systems and operations
· Managing employees and their requests
· Executing plans and future objectives to better the business
· Narrowing bottlenecks and addressing
Troubleshooting and diagnosing
· Determine cause of issue at hand
· Good attention to detail
· Investigating the obvious problems
· Recognize the issue and resolve the problem
Communication
· Excellent verbal communication skills with technical and non-technical users
· Ensuring all customers are treated efficiently and in appropriate manner
· Regularly ensuring users their problem is being resolved
Leadership
· Authority of one’s jobs and skill sets
· Ability to plan and prioritize without supervision
· Initiative to learn more to improve sole position
· Direction to help others improve
· Ownership of one’s success and mistakes
References
2227 Michigan Rd, Apt 4, Madison, IN 47250 #931-***-**** adcira@r.postjobfree.com
Greg Deaton
Kings Daughters Hospital
Network Operations Manager
Matt Johnston
Kings Daughters Hospital
Desktop Support Technician
Kurt Livingston
Project Manager
ATOS/Walt Disney Corporation
Sherry Stewart
Applications Support Analyst
Kings Daughters Hospital
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