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Desktop Support Software

Cuyahoga Falls, OH
April 16, 2020

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Veryle LePaul Carter Jr.

**** ********* ******, ******** *****, Ohio 44221 Tel# 330-***-**** Cell: 330-***-****


Career Summary

Computer Support Technician with over fifteen (15) years of experience. Demonstrated ability to integrate computer skills, customer support experience and related education to exceed technical, business, and customer requirements. Knowledgeable in troubleshooting (break / fix), hardware, software and network problems. Performed remote support using various remote tools; remote desktop, RDP, VNC, Bomgar, etc.

Technical Skills

SCCM (System Center Configuration Manager) 2012 R2 software deployments, Windows Operating systems XP, Vista, Windows 7, 8, 10 Server support 2003 / 2010 / 2012 Active Directory, Group Policy Object Organizational Unit, Right fax, Multiple Help Desk Ticketing Software, Cisco VPN Client Software, Microsoft Networking, Cisco Call Manager, ERP Support, Anti-Virus software, Norton Ghost (imaging software), Troubleshooting of LAN / WAN /MAN, Remote Desktop Protocol, Connectwise, Citrix Receiver, XenApp, Director, BMC, Cyberark, Active Roles, Network printer support, Microsoft Soft office suite, Goldmine, Telecommunications (Avaya Phone Support)

Professional Experience

Cincinnati Bell Technology Solutions (contractor for JoAnn Stores)

Project of Scope

Take support calls from stores regarding issues with rollout

Be point of communication between JAS internal support and stores

Provide escalation to JAS engineers as appropriate

Enter tickets into the system for documentation

Provide support during agreed upon hours in a multiple shift format

Run scripts and configurations if images for servers once builds are online

in Cincinnati

Instruct the store managers through removing the old switch in place with

new switches

Remotely configure Meraki switches deployed to the stores with IP


Updating the new VLAN address

I Set up the wireless hand held AP’s in the stores

I Set up the gateway, changing the IP addresses of the new servers,


Assisted the Technician with setting up the new servers in the stores

IntelliNet (MSP)

Desktop Support Technician 2019

Support home users with thin client and laptop VPN connection issues for MHS / MMO

Proprietary software application install and support

LAN / WAN wireless networking support

Telecomm Avaya support both home and office

Network Printer support

Configuration of thin clients and laptops / deployment of equipment to users

Responsible for third party vendor support of on-site equipment

Cleveland Clinic Akron General (contract work)

Desktop Support Technician 2018

Cyber security upgrade of software on computer systems for the Cleveland Clinic Akron General; in lieu of the migration of the Akron General network to the Cleveland Clinic network.

Provided deskside support to the client base from help tickets assigned (i.e. Epic, Citrix logins, printer install and support, network connectivity).

Deployment of computer equipment into the training rooms (as well as cabling and connection to the switches) and breakdown of all equipment used in the training rooms once the training was completed.

Centrex Revenue Solutions

Akron Local Technician 2015 - 2017

Provided telephony and remote support for over 900 users across the company (onsite, home and offshore users)

Troubleshoot home users network connections; i.e. Router connection, VPN connection, web browse connection and Microsoft Office Suite application

Citrix Receiver Support - Citrix XenApp and XenApp

Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems

Supported VPN, Endpoint Protection, Firewalls

Windows Domain and Active Directory

Install, modify and repair computer hardware and software issues

Supported proprietary software application (Jaguar)

Supported company mobile smart phones

Deployment of computers and Installment of peripherals

Configured and troubleshot thin, Fat and zero clients for users assigned to the Akron area

Configured and deployed the Avaya phones

Responsible for patching nodes into patch board from the workstation and nominal server support

Inventory Control

Maintained the availability of the conference rooms i.e. network connection, video conferencing,

printer support for home and office users


IT Support Technician 2008 – 2014

JoAnn Fabrics

Imaged and deployed servers with the SCCM software.

Unboxed, staged and imaging of the servers and handheld Motorola MC40 devices

Re-boxed machines and shipped them to the satellite locations, configured servers remotely for each location using SCCM to load the applications

Utilized remote desktop to perform the task with the loading of servers

Assisted with the loading of windows 7 server image

Tracked assets going out and being shipped back to Corporate Headquarters

Diebold Corporation

Installed the operating system (XP,7) onto the ATM remotely. Loaded the software, tested and relinquished control back to the technician (after the machine was seen on the network)

Supported daily operations of all services as required and provided Service Level 2 customer support

Installed and maintained ATM's

Provided system support as needed for internal and external customers

Assisted with developing, documenting, maintaining and testing DR processes

Completed work queue requests processing environment

Understanding of Diebold iqESD or equivalent ATM software distribution environment

Understanding of HP Openview/Radia or equivalent patch management environment

Hardware and software ATM knowledge

SappHire Technologies US

Client: Amtrust North America

Lead technician for the support team

Supervised and assigned the tickets to the team and ensuring that all SLA's were met in the required time

Provided technical and non-technical phone support and desk side support for the customer

Trained team on the importance of good customer service for the end user

Troubleshooting political situations that may occur from end user issues

Staged, imaged, updated windows as well as deployment of equipment

Troubleshooting software, hardware and networking issues

Dental One Partners

Liaison for level 1, 2, and level 3 technical and phone support for the centers located in several states

Supported varied from utilizing the VNC application or phone support talking them through the steps to resolution

Responsible for imaging of machines and ordering of hardware from vendors; including the installation of parts into the workstations

Responsible for maintaining the performance of workstations, instructed the client on how they could do level one echelon maintenance on their workstation

Metro Health Hospital

Deployed hardware equipment and upgrading the software for the clients; upgraded inventory records to reflect the hardware and software upgrades as well as asset liability

Assembled Wyse thin clients to flat screen and deployed equipment to the clients

Upgraded software using information from the SMS server and checked all upgrades to ensure that the system would function

Instructed users on how to locate documents on the Home drive, provided insight on roaming profiles


Brown Mackie College

Associates Applied Science Information Technology


Time Management, Effective Training and Communication

University of Akron

Cisco Networking 1,2; Computer Maintenance Repair 1,2

Comp Tia A+


NCO School (Management Training)

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