Desktop Support Technician
Resume:
Experience Summary
Customer-facing, seasoned Lead Technician, managed on-site technicians for Microsoft XP to Windows 7 and Windows 7 to 10 migrations. Twenty-five plus years of PC user technical support experience with: Customer-facing and remote service, imaging, installation, troubleshooting, and repair of computer operating systems, peripheral hardware, and printers. Also, office suite software: Microsoft Office, Office 365, and OpenOffice; telephone technical support; experience with warehouse and health care industry, hospital clean and operating rooms; also, United States defense contractors and Fortune 500 companies’ environments with accomplished and complimented customer service principles and skills
Technical Summary
Desktop, laptop, netbook, tablet, smart phone, Bluetooth, and radio frequency (RF) mobile devices, printer repair and user technical support. Utilized: APPOS, Remedy, Salesforce, ServiceNow, Microsoft Active Directory (AD), Google Administration with G Suite, CRM, AIMS; Adobe, Aruba, Asus, Citrix/Wyse Thin-client; Dell, HP servers, Lenovo, Motorola, Samsung, Sony. Microsoft Operating Systems: Windows XP, 7, 8.1 and 10. Microsoft Internet Explorer, Microsoft Office 365, Office Suite 2010, 2013 and 2016 (Access, Excel, Outlook E-mail, Word, PowerPoint); Microsoft System Center Configuration Manager (SCCM), and WebEx. Repair, installation, and configuration of Brother, Canon, DataPro, Epson, HP, Intermec, Lexmark, OTC, Panasonic, Tally, Toshiba, Xerox, and Zebra printers. Also, utilized: Absolute, BitLocker, Kaspersky, McAfee Solidcore, Norton, Trend Micro, Novell ZenWorks, OpenOffice; Internet, IP, IP and USB printing; Local Area Network (LAN), AV systems, software training, digital multi-meter, POE, SOP, VoIP, and Cat 5e/6 network cabling, Microsoft batch (command line) and PowerShell scripting files
Experience Detail + Graduated High School + College: Accounting, BASIC, Business Law, COBOL, FORTRAN, Systems Analysis
Technical Support Specialist 1 Teksystems Project: St. Jude Medical Center Fullerton, CA November 2019 to May 2020
On-site technician for desktop refresh using Windows Easy Transfer (WET) for Windows 7 data backup to Windows 10 data restore with hardware replacement. Also, installed Dell, HP, or Xerox printers on workstations.
Wrote command script file to pull a list of installed programs on remote computers, sorted and opened in Excel.
Imaged Dell PCs and laptops, with Microsoft Windows 10 and installed custom list of applications with SCCM.
Performed customer-facing support to resolve tickets, perform system backup, restore, and answer technical questions.
Environment: Microsoft Windows 7 and 10, Dell laptops and PCs, network, Internet, Dell, HP and Xerox printers, IP printing
Desktop Support Technician Teksystems Project: Crocs (LADC) Ontario, CA May 2019 to June 2019
Imaged laptops, provided technical support, and performed daily maintenance for Brother, HP, Xerox, and Zebra printers.
Environment: Microsoft Windows 10, Office 365, Brother, HP, Xerox, and Zebra printers, network, Internet, IP printing
Refresh Technician Insight Global Project: Ross Stores (MVDC) Moreno Valley, CA February 2019 to March 2019
Technician for imaging of desktops, laptops, and tablets with Windows 7 to 10 refresh on Dell desktops, laptops, and tablets
Environment: Dell computers, Microsoft Windows 7, 10, Office 365, HP printers, network, Imaging, Internet, IP printing
Application Support Specialist Artech Project: Novartis Business Systems Carlsbad, CA July 2018 to November 2018
On-site specialist for desktop support with Windows 10 on Hewlett-Packard (HP) desktops, laptops, and printers, with MPS
Utilized Remedy to track incidents and work orders for repair and replacement of related hardware and software
Environment: Remedy, Microsoft Windows 10, HP desktops, laptops, and printers (MPS), network, Internet
Refresh Technician Rose International Project: Kaiser Permanente Corona, CA August 2017 to December 2017
On-site technician for desktop and laptop refresh from Windows 7 to Windows 7 with hardware replacement
Utilized APPOS to image workstations and installed application software and tested for functionality
On-site technician for desktop support for Windows 7 on HP laptops, minis, and HP printers (MPS)
Environment: APPOS, McAfee Solidcore, Microsoft Windows 7, and 10, HP desktops and laptops, network, Internet
Refresh Technician Teksystems Project: Telogis Aliso Viejo, CA March 2017 to July 2017
Imaged desktop and laptop systems for refresh from Windows 7 to Windows 10 with hardware replacement
Backup and restore user data to computer and installed custom-list of applications and printers and tested for functionality
Environment: Microsoft Windows XP, 7 and 10, Dell desktops and laptops, network, Internet, HP and Xerox printers, IP printing
Refresh Technician Teksystems Project: Allergan Irvine, CA May 2016 to December 2016
On-site technician for desktop and laptop refresh from Windows 7 to Windows 7 (new image) with hardware replacement
Wrote command script file: Saved 5 or more minutes per computer for URL list for Java security exceptions file
Backup and restore user data to computer and installed custom-list of applications and printers and tested for functionality
Environment: Microsoft Windows XP and 7, ServiceNow, Lenovo desktops and laptops, Internet, HP, and Xerox printers
Experience Detail (continued)
Refresh Technician Teksystems Project: Hoag Hospital Newport Beach, CA March 2016 to May 2016
On-site technician for desktop refresh from Windows XP to Windows 7 with hardware replacement
Wrote Microsoft batch file to change Asset Tag in BIOS utilizing msiexec.exe in quiet mode
Backup and restore user data to computer and installed custom-list of applications with HP or Xerox printers
Environment: Microsoft Windows XP and 7, Dell laptops and PCs, network, Internet, HP and Xerox printers, IP printing
Desktop Support Analyst Infovision National project: CRC Health Group December 2014 to March 2015
On-site lead technician for desktop and laptop refresh from Windows XP to Windows 7 with hardware replacement
Backup and restore user data to computer and installed custom-list of applications and printers and tested for functionality
Installed HP and Xerox printers on Windows 7 computers
Performed asset management for all devices being installed or removed for accounting purposes
Environment: Microsoft Windows XP and 7, Lenovo laptops and PCs, network, Internet, HP and Xerox printers, IP printing
Lead Technician Advantage Technical Resourcing National project: Bimbo Bakeries USA April 2009 to June 2016
On-site lead technician for desktop and laptop refresh from Windows XP to Windows 7; in-place or with hardware replacement
Managed on-site technicians while installing and configuring Windows XP to Windows 7 computers
Backed up user data from Windows XP systems, then imaged desktop or laptop computers with Windows 7
Restored user data to computer and installed custom-list of applications and printers and tested for functionality
Installed HP printers, including MFPs on Windows 7 computers
Performed asset management for all devices being installed or removed for accounting purposes
Environment: Microsoft Windows XP and 7, Dell and HP laptops and PCs, network, Internet, HP printers, IP printing
Technical Support APEX Systems Project: Cardinal Health Ontario, CA January 2014 to May 2014
Administrator for AIMS warehouse managing software
Provided end-user technical support for and repair of PCs, laptops, printers, and Microsoft Office suite of software
Created and maintained Microsoft Excel spreadsheet and performed inventory of all printing devices and RF devices
Created ongoing Radio Frequency (RF) device inventory reports for management
Backed up user data from Windows XP systems, then imaged desktop or laptop computers with Windows 7
Restored user data to computer and installed custom-list of applications and printers and tested for functionality
Performed asset management for all devices being installed or removed for accounting purposes
Environment: Microsoft Windows XP and 7, Dell and HP laptops and PCs, Motorola RF devices, network, Internet, Brother, HP, Intermec, Lexmark, Tally, Zebra, IP printing
Lead Technician Allied Digital National project: Wells Fargo October 2013 to November 2013
On-site lead technician for desktop and laptop refresh from Windows XP to Windows 7; in-place or with hardware replacement
Managed on-site technicians while installing and configuring Windows XP to Windows 7 computers
Backed up user data from computer, imaged desktop, or laptop computers with Windows 7
Installed custom-list of applications determined by user profile and tested applications for functionality
Restored user data to computer; confirmed Check Point Endpoint security functionality
Performed asset management for all devices being installed or removed for accounting purposes
Environment: Microsoft Windows XP and 7, Lenovo PCs and laptops, network, Internet
Dell Technician Go2IT Group National project: Experian February 2013 to May 2013
On-site technician for desktop and laptop refresh from Windows XP to Windows 7; in-place or with hardware replacement
Consulted with executive clients to determine and document software installations and all customizations of installed software
Used Microsoft Software Center to download and install needed application packages
Determined and installed RAM into Dell laptops - Installed and configured McAfee Safeboot
Updated Dell tablets (Windows 8) with BIOS and software upgrades; replaced batteries
Environment: Microsoft Windows XP and 7, Dell and HP PCs and laptops, McAfee, Microsoft System Center Configuration Manager (SCCM), Internet, IP network printing
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