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Desktop Support Engineer

Location:
Amelia, OH
Salary:
Negotiable
Posted:
May 29, 2020

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Resume:

Overview: Over ** years of experience in the Information Technologies field in positions ranging from but not limited to Help Desk Technician as well as Desktop Support Engineer to Field Network Technician and IT Manger. Installation and configuration of Microsoft Desktop and Server operating systems from DOS 5.0 to Windows 10, and server operating systems NT 40 to 2008. Support of Mobile operating systems, iOS, Symbian, Android, Windows CE and Apple Operating systems OS X.

Certifications:

Microsoft Certified Professional CP ID #920424

A+ DOS/ Microsoft Windows and A+ Core Service Technician COMP10107804

Microsoft Networking Essentials

Education:

Some college course work completed in Information Technologies BSIT

Microcomputer Repair – Micro Computer Technology Center

Employment History:

NTT Data (Fifth Third Bank), Cincinnati, Oh. 3/20 – Present

Field Tech Senior Associate

Process new IT components into NTT Data’s asset tracking software

Imaged laptops in support of 5/3rd Banks business continuity plan during the COVID-19 outbreak

Packaged and shipped laptops and peripherals to users

TurnKey Technology (North West Local School District), Cincinnati, Oh. 7/19 – Present

IT Service Desk Technician

Supported Chromebooks and laptops from multiple vendors

Performed troubleshooting and user level maintenance of Epson network connected overhead projectors

Performed administrative activities for Chromebooks using Google Admin Console

Coordinated with vendors for external support

Robert Half Technologies (Diplomat Specialty Infusion Group), Cincinnati, Oh. 2/19 – 5/19

IT Service Desk Technician

Document calls and work requests using Service Now

Performed root cause analysis of recurring issues

Performed Active Directory account maintenance

Provided prompt response to user’s IT issues

Completed assigned tasks well within required service level agreement

Modis (U.S. Bank), Cincinnati, Oh. 10/18 – 2/19

Desktop Support Specialists

Determined compatibility of desktop applications, remediated compatibility issues and deployed Windows 10 to all Retail and Corporate PCs

Excis (MunichRE), Cincinnati, Oh. 4/18– 10/18

Data Center Support Technician

Assisted in the overall coordination and execution of datacenter operations

Coordinated with building facilities and various IT management teams relative to DC operations and project activity

Assist in the creation and maintenance of network and datacenter diagrams and detailed site documentation

Perform operational tasks associated with datacenter deployments, migration and decommissioning

CorTech (Macy’s), Cincinnati, Oh 12/17– 3/18

Desktop Support Engineer

Performed on-site analysis, troubleshooting, preventative maintenance, installation, and repair of Information systems

Independently researched and resolves basic to moderately complex technical problems

Collaborated with other MST teams to resolve more complex problems

Responsible for customer satisfaction by building and maintaining key site contact relationships to better understand and respond to business needs

Aquarius Staffing (Axcess Financial), Cincinnati, Oh 10/17– 12/17

Desktop Support Tier II

Provided phone and deskside support for computer systems and peripheral components

Evaluate, prioritize and respond to service requests with a timely resolution

Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues

Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Compucom (First Group), Cincinnati, Oh 05/17– 10/17

Tech Support Analyst II

Responded to requests for technical assistance in person via phone and remotely for Microsoft based systems and associated software and hardware

Supported User and computer accounts in Microsoft Active Directory

Maintained confidentiality and discretion when working with passworded or sensitive materials

Proactively resolve customer problems with equipment and services

Track service request tickets during daily operations utilizing Service Now

Compucom (Altria), Blue Ash, Oh 05/16– 12/16

Systems Administrator I

Perform and validate test packages for Microsoft Workstations operating systems

Monitor production deployment process with team packagers

Ability to manage packages, collections and assignments in the SCCM console

Actively participated in team support by proposing and implementing solutions

Maintained SCCM client troubleshooting skills on the Windows 7 as well as Windows 8 and 10 platforms

pConsults with customers regularly to identify needs, develop and implement proposals

Track service request tickets during daily operations utilizing Service Now

Kforce (Compucom), Blue Ash, Oh 07/15– 5/16

Technical Support Analyst

Monitor/configure/remediate the CA IT Client Manager to accommodate multi-site software deployments

Evaluate alternatives for deploying and supporting applications in a managed environment

Evaluated current procedures and processes for accomplishing department objectives and continuously developed and implemented improved practices

Responsible for proper escalation, communications, and management of production system problems

Track service request tickets during daily operations utilizing Service Now

Computer Sciences Corp (Center for Disease Control), Cincinnati, Oh 10/14 –7/15

Associate Field Technician

SLA driven environment

Provide support for Cisco and Tanberg teleconferencing hardware

Configured and supported Android phones

Track service request tickets during daily operations utilizing HP Service Manager

Remote and desk side support for desktop and laptop PCs

Provide minor repair of networked printers to include maintenance kit replacement

Obtained NACI clearance

Great Wolf Lodge, Mason, Oh 12/13 –07/14

IT Manager

Administered and maintained connectivity of network devices through the configuration of networking protocols such as DNS, TCP/IP and DHCP

Administration of User and computer accounts via Microsoft Active Directory MMC

Plan, organize, direct, control and evaluate the operations of information systems and electronic

data processing (EDP)

Responsible for hiring and managing contractors to design, develop, implement, Operate and administer computer and telecommunications software, networks and information

Systems

Managed the computer systems budgets and expenditures

Provide recommendations about accessing information and support

Maintained current and accurate inventory of technology hardware, software and resources

Datacom Specialists (Oak Hills School District), Cincinnati, Oh 07/11 – 12/13

Desktop Support Engineer

Member of a team responsible for providing computer support services of both software and hardware for approximately 3000 workstations

Configured and supported Android phones, Blackberry and Windows phones

Configured and Maintained Chrome books, Apple iPads and Android tablets

Assisted in examination and maintenance of network servers and equipment

Responsible for training staff and orienting them on how to use computer hardware and software systems

Support for Polycom teleconferencing Hardware

nSixty 07/10 – 07/11

IT Coordinator

Responsible for maintaining all hardware and networking functions of nSixty, for clients and internal systems

Maintain and troubleshoots kiosks and video sharing systems

Ensure that all client needs are met and/or exceeded

Assist as directed with nSixty deployments and new hardware, software and online development

Work with Business Manager to maintain strict inventory controls on all hardware and equipment

Conexio,(Hamilton County Courts) Cincinnai, Oh 05/08 - 06/10

Help Desk Engineer

Personally responsible for support of approximately 300 workstations in a mixed Novell and Microsoft network environments

Provided assistance via phone and in person for customers to resolve issues for workstation, printers, and software

Utilized Footprints software ticketing software, to track and follow up on issues

Supported Novell Groupwise, and Zenworks as well as numerous Microsoft and software packages that were specifically written for use by the Hamilton County Ohio court systems

Spherion Atlantic Enterprises, LLC (CNG Financial Corp), Mason, Oh. 12/07 - 04/08

Help Desk Associate

Provided assistance via phone for customers to resolve issues for workstation, printers, and software

Utilized HEAT ticketing software, to track and follow up on issues

Resolve customer issues or determine a need to escalate to higher level support in a timely manner

Computer Enterprises Inc (WellPoint, Inc), Mason, Oh. 10/07 -12/07

Workstation Support Specialist

Installation of hardware & software in a networked environment Utilizing Computer Associates Unicenter Software

Tracked Service call tickets through the use of Hewlett Packards Service Center

Provided end user support in person and over the phone, troubleshooting, repairing and upgrading hardware and software issues as well as workstation configuration

Trasys (Comair), Hebron, Ky 07/07 – 08/07

Help Desk Support Specialist

Provide First Level support for workstation, printer, cellular and land line systems via telephone

Utilized software ticketing, remote management and user administration software to provide and track status for end user support

Resolve customer issues or determine a need to escalate to higher level support in a timely manner

Time Warner Cable, Blue Ash, Oh. 06/07 – 07/07

Network Support Specialist

Provide technical support to residential Cable Modem and Wireless Networking customers

Work closely with Regional Data Center staff to resolve issues quickly

Communicate pertinent information with Network Operations and Support field personnel as needed

Resolve complex PC and Cable Modem issues

Adecco Technical (Ohio Casualty Group), Cincinnati, Oh. 08/06- 06/07

Desktop Support Engineer

Configured and supported Blackberry mobile phones and administered their accounts through BES

Installation of software and deployment of new workstations and laptops

Remote support of windows machines through SMS, VNC

Helpdesk support level 1 and 2

Developed SOP for performance of daily tasks

Pomeroy IT Solutions (Children’s Hospital), Cincinnati, Oh 11/05- 06/06

Desktop Support Technician

Provided end user support in person and over the phone, troubleshooting and correcting hardware and software issues and workstation configuration

Installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance

Pharmaceutical Alliance, LLC, Fayetteville, Oh. 01/05-11/05

Independent Consultant

Installed Ethernet and terminated Ethernet cabling

Installed and supported NAT Routers

Documentation database set up

Validation document development

Technical Writer

Client on site audit

Performance Validation, Milford, Oh. 03/02-01/05

Computer System Validation Specialist

Developed and executed computer system validation protocols and reports These responsibilities were ongoing through design, construction, commissioning and startup and/or qualification periods of various projects This position required James to work in a team environment and required extensive travel to the client’s sites

Market Scan Information Technologies, Agora Hills, Ca. 02/ 01-03/02

Field Network Technician

Assessed customers existing network system to determine and implement any needed changes prior to installing network servers and workstations for Ethernet network components

Installed Ethernet cabling and supporting hardware (CAT 5)

Installed, and supported servers and workstations

Installed and configured wireless access points

MicroAge (Cincinnati Bell), Cincinnati, Oh. 02/98-02/01

Associate Service Technician

Installed and configured over 600 ADSL routers for small businesses and home users

Provided 2nd level workstation support for over 200 users at 3 different locations

Tested and installed a custom-made software package designed for the purpose of entering and tracking customer information on a Windows 2000 standardized platform

Developed and maintained methods and forms for the management of asset tracking for the IT department

American Computer Solutions (Proctor and Gamble), Cincinnati, Oh. 03/97–02/98

Workstation Support Technician

Installed, configured and supported numerous software packages, including Windows 95, Windows 98, NT Workstation 40, Microsoft Office 97, Office 2000, Hummingbird, Smart Plus, ADP and CMAX terminal software

Installed, configured hardware and deployed approximately 400 desktops and laptops as a member of the 3rd largest rollout of a Windows 9x Platform in the world

Supported of over 6000 workstations and servers in the greater Cincinnati, Ohio area

United States Army 10/83-02/97

11M20

Operations NCO for 110 man Infantry Company responsible for coordination of logistical, administrative, training and tactical support

Infantry Squad Leader for a 12 man Infantry Squad for combat operations during Operation Desert Shield and Desert Storm

Unit Armor responsible for maintenance of combat readiness of over $1,000,000 of weapons and weapons systems

Sergeant of the Guard on numerous occasions Primarily responsible for guards in the performance of their duties



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