Desktop Support Computer
Resume:
Michael Winchester
Amelia VA *****
*.**************@*****.***
SUMMARY OF QUALIFICATIONS
Motivated technical professional with over 3 years of experience working in help desk and desktop support environments. Well versed in identifying problems and repairing computer components and peripherals. Military veteran with 20 years of experience managing and leading teams. Experienced in managing and leading large computer deployment and upgrade projects. Technical skills and abilities include the following:
CERTIFICATIONS: Dell laptop and desktop certified; HP Laptop /Desktop certified; HP Printer certified
OPERATING SYSTEMS: Windows editions: XP, 7, 8, 10 and apple products
SOFTWARE: Microsoft Office Suite, Outlook, SDM, Cerner, IDX, and Tap and Go system
TECHNICAL KNOWLEDGE: Active Directory, SCCM, network protocols, computer imaging, hardware and software installations, upgrades and maintenance, troubleshooting, virus scanning, network connectivity
PROFESSIONAL EXPERIENCE
CarMax Corporate Office – Glen Allen 09/2019 – 04/2020
End User Remote Support
Provide second and third level support for store personnel and their equipment via phone, email, chat and remote access.
Perform remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions including off-site repair for remote users as needed.
Ability to work independently to prioritize and resolve assigned tickets.
Provide remote support for all CarMax stores across the country
Dominion Power – Mineral, VA 04/2018 – 09/2019
Associate LAN Administrator
Provided technical support to end-users leveraging broad based expertise to handle problem identification, diagnosis resolution, and escalation via helpdesk system, telephone and remote support tools
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals, including mobile devices. (Apple iPad and phones)
Assisted in Migrating systems in the environment from windows 7 to windows 10 OS ensuring all data and applications were available on the updates OS.
Make timely well-considered decisions, create innovative solutions and continuously learn
Networking Technologies & Support - Richmond, VA 01/2016-04/2018
Desktop Support/ Project Management
Responsible for providing on-site hardware and software support for desktops and laptops at VCU Health System
Provides computer support via remote login, phone and personal contact
Responsible for tracking incidents, changing order tickets and responding to client’s time sensitive software and hardware issues
Performs as project lead on computer refresh projects and new site builds; project responsibilities include: imaging, deployment, installation, configuration and inventory tracking
Communicates directly with VCU management to identify project needs and progress
Capital One - Glen Allen, VA 09/2015-12/2015 Incident management
Managed the incident process from initial occurrence to successful completion in a High Severity Incident Bridge environment
Routed incidents to correct departments to ensure timely attention and resolution
Created and maintained incident reports and documentation
Followed up on all incident resolutions to ensure complete satisfaction
Technology Integration Group - Henrico, VA 06/2014 – 06/2015
Logistics/Hardware Technician
Coordinated shipping and receiving for distribution of computer components
Used software programs to diagnose hardware malfunctions
Replaced faulty computer hardware components
Assisted in the prioritization and deployment of computer services to ensure optimal customer satisfaction for Henrico County Public School Systems
Unisys - Glen Allen, VA 01/2014 – 06/2014
Computer Technician – Contracted at Capital One
Worked on Windows upgrade project and upgraded desktop and laptop computers from Windows XP to Windows 7
Captured and saved client’s PC setting and information
Installed new software and operating systems
Verified client’s files and programs
MILITARY EXPERIENCE
United States Army 1993 -2013
Platoon Sergeant - Fort Wainwright, AK 2011 - 2013
Supervised construction projects and managed contracts valued up to $8M for battalion's base construction and daily operations
Served as subject matter expert in tactical and technical operations
Managed personnel and supplies within the company
Maintained 100% accountability of all assigned equipment valued over $900K
Drill Sergeant - Fort Benning, GA 2009 – 2011
Developed and lead training programs in preparing enlisted soldiers for tactical operations
Trained new personnel with the knowledge and skills to be successful as Infantryman and Soldiers
Lead and performed as a team member during situational training exercises and battle drills
Served as custodian of classified documents
Operated and maintained communications equipment
Aided senior leadership in the planning, resourcing and execution of all training requirements
Assistant Operations NCO - Fort Riley, KS 2005 – 2008
Forecasted, managed and requested all Battalion ammunition
Signed, accounted for and returned ammunition
Maintained accountability for maintenance of over $2M in operational equipment
Carried out patrol tracking as well as writing and tracking daily operational orders
Managed day to day battle movement while deployed in support of Operation Iraqi Freedom
EDUCATION
ECPI University – Richmond VA
Bachelor of Science in Computer and Information Sciences, Cyber and Network Security
ITT Technical Institute - Richmond VA
Associates of Applied Science in Information Technology
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