Desktop Support Software

Contact

470-***-**** (Mobile)

******.********@*****.***

www.linkedin.com/in/kelvin-

mullings-934739b (LinkedIn)

Top Skills

Technical Support

Networking

Active Directory

Languages

English

Certifications

CCNA

MCP (Windows)

A+

Cisco Certified Entry Networking

Technician (CCENT)

Cisco Certified Network Associate

Routing and Switching (CCNA)

Kelvin Mullings

IT Support Specialist I at Tokyo Electron America, Inc. Austin, Texas

Summary

Experienced Desktop support working towards a Network Technician position.

Experience

Tokyo Electron America, Inc.

Information Technology Support Specialist I

July 2017 - Present (2 years 8 months)

Austin, Texas Area

• Provided Level-3 technical support for supported desktops, laptops, and peripherals.

• Management and resolution of end user incidents escalated from the L1 team

• Troubleshooting network connectivity and report the problem to network engineers

• Confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

• Develop training material and procedures, or train users in the proper use of hardware or software

• Provides network and desktop technical support to approximately 300+ users

• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

• Manage user account information, permissions, and rights, including groups via AD.

• Set up and configure new systems, new applications, and upgrades.

• Respond to tickets, and troubleshoot and resolve problems in a timely manner.

• Upgraded an End of Life Cisco 6509-NON E DMZ switch to a Cisco 2960X switch stack

Dell

Desktop Support Analyst

March 2017 - July 2017 (5 months)

Austin, Texas Area

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Install hardware and peripheral components like disk drives, printers, keyboards, and monitors.

• Load software packages such as networking components, operating systems, and office applications.

• Customize and adapt current programs to satisfy applied users’ needs.

• Coordinate with network services and information systems groups.

• Update on status to manager and users through voice mail, email and in- person communication.

• Connect users to networks and train on facilities and applications.

• Install, repair and conduct preventive maintenance of personal computer by providing technical support.

• Troubleshoot software and hardware failures and determine network problems.

• Diagnose and resolve incidents using documented procedures to perform responsibilities.

• Workaround if the incident cannot be resolved.

• Configure PCs and laptops, problem ticket resolutions and track problems using ServiceNow system.

• Integrate and test activities by migrating applications from development to operational environment.

• Troubleshoot through phone hardware and software and engage technical resources to resolve.

• Determine and research user questions and isolate and resolve information systems problems.

• Receive and prioritize issues and forwards using escalation procedures. Larson-Juhl

Desktop Support Analyst

September 2015 - February 2017 (1 year 6 months)

Greater Atlanta Area

● Provided Level-2 technical support for supported desktops, laptops, and peripherals.

● Corrected hardware problems with supported desktops, laptops and peripherals by coordinating

support with OEM vendors.

● Managed returns on warranted parts and systems

● Packaging and shipping replacement parts to customers

● Maintained standard software configurations, including troubleshooting, loading and configuring

software images supported applications and drivers Page 2 of 7

● May participate in development of information technology and infrastructure projects

● Installed, supported and troubleshoot approved desktop software

● Performed planned maintenance, moves, adds and changes

● Provided support services to employees with technical problems and information technology issues

involving desktop, laptops, PDA or network services from local personnel or from employees using

network remote access (VPN).

● Provided timely resolution of problems or escalation on behalf of the customers to appropriate

technical personnel.

● Exercised judgment within defined procedures and practices to determine appropriate action

● Created and maintaining images for standard systems

● Recommends hardware and software solutions, including new acquisitions and upgrades

● Demonstrated good judgment in selecting methods and techniques for obtaining solutions

● Uses skills as a seasoned, experienced professional with a full understanding of industry practices,

company policies, and procedures.

● Troubleshoot TCP/IP DNS/DHCP/Routers issues, punching down connections on patch panels.

● Experienced with JDE and WMS on an AS400 platform

● Configured and deploy Cisco CP-7841 VoIP phones.

● supported wireless networks for warehouse and offices on LAN/WAN

● installing, troubleshooting, upgrading/migrating and administration of Microsoft Windows XP/7/8/8.1/10

Ole Mexican Foods

Desktop Support Analyst

September 2014 - August 2015 (1 year)

Greater Atlanta Area

● Log the Helpdesk system with problem clarifications, steps taken, technical advice, follow ups, resolutions,

● feedback, and closings.

● Perform resolution for troubleshooting any computer systems, hardware, software, telephony, and security, etc.

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

● Install, configure, modify, and repair computer hardware and software

● Install computer peripherals for users

● Update the Device Inventory and Assignments log

● Perform basic computer User training

● Walk Users through the problem-solving process

● Perform PC patch releases

● Run diagnostic programs to resolve problems

Vesta Corporation

Desktop Support Analyst

September 2013 - November 2014 (1 year 3 months)

Greater Atlanta Area

● Analyzed and solved personal computer-related problems, printer problems, end device, and other peripheral equipment. Includes contacting vendors for support when

necessary.

● Created and maintained standard documentation to support all EUC related processes.

● Provided functional and technical support, troubleshooting and diagnosed software problems

including desktop, laptop, LAN/WAN and VPN issues.

● Installed, configured and test new and reissued personal computers under the current EUC imaging

standards.

● Maintained accurate information and data regarding end-user issues, new personal computer installs,

and the re-issue of personal computers in the appropriate tracking systems.

● Assumed ownership of Service Desk support tickets and respond quickly with timely follow through

to resolution.

● Troubleshooting VPN connectivity issues through Cisco Router Devices and Cisco VPN Client based

software.

● Trained users in the use of equipment and software allowing the users to become increasingly self-

sufficient.

● Responsible for security, integrity, and reliability of personal computer systems.

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● Maintained compliance with software licensing and inventory as prescribed by the corporate

standard.

● Participated in weekly team meetings and one-on-one manager/technician meetings

● Setup new work area for new hire’s

● Setup new Hires; AD acct, VOIP setup, Data port configure(VLAN)

● Maintained wire management in HUB and Data Center.

● Installed and track equipment in Datacenter.

● Administered and supported network user accounts groups and security access using Active

Directory.

● Provide onsite day-to-day support of client's IT assets Alere Inc.

Desktop Support Analyst

January 2011 - November 2013 (2 years 11 months)

Athens, Georgia Area

● Providing technical support via phone and desktop remote control to resolve common desktop

issues.

● Provided functional and technical support, troubleshooting and diagnosed software problems

including desktop, laptop, LAN/WAN and VPN issues.

● Administered and supported network user accounts groups and security access using Active

Directory.(Applications such as AS/400, Apollo PCMS, Trax Clinical Services, Ceridian, and Metro).

● Setting up e-mail account via outlook client, adding mailboxes, to the client and setting up and

enabling a user for Microsoft Office Communicator. Supporting e-mail issues through Outlook Web

Access and providing basic guidance on using both the Outlook Client and Outlook Web Access.

● Supporting Blackberry and Smart Phone devices for e-mail setup. Troubleshooting Blackberry device

software issues

through the BES server, wiping devices, disabling devices, and setting users up on the BES Server.

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● Triaging Avaya IP phone connectivity and call quality issues by troubleshooting Avaya Interaction

Center, Avaya IP Agent, and Avaya Hard Phones.

● Obtained Remote Access that allowed us to remotely login as the administrator to perform various

tasks such as software maintenance: (Applications Add access, Installs, Updates, Diagnosis, and

Printer Installations).

● Troubleshooting VPN connectivity issues through Cisco Router Devices and Cisco VPN Client based

software.

● Achieved a high level of customer satisfaction through patient, methodical approach to problem

the, with the majority of calls resolved within corporate service level agreement. Usage of CA

Unicenter Service Desk ticket tracking system and Avaya Telecom Systems. Sun Trust Banks Inc

Desktop Support Analyst

June 2010 - September 2011 (1 year 4 months)

Greater Atlanta Area

● Provided 3rd Level desktop support for EUS in a Windows 2000/XP environment both internally and

externally via email, telephone, and in-person.

● Provide help desk coverage for customers, qualify problems and urgency and enter support requests

into service tracking system.

● Provided break-fix for laptop and Desktop issues, and all other hardware issues.

Order all hardware related parts via company depot.

● Provided account creation for Active Directory, Exchange mailbox, Distribution lists.

● Supported user with MS Office Suite, including Outlook and OWA (Outlook Web Access

Girl Scouts of Greater Atlanta

Desktop/Network Support Analyst

April 2003 - July 2010 (7 years 4 months)

Greater Atlanta Area

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● Provide technical troubleshooting assistance to customers via phone and remote assistance tools

● Provided 2nd and 3rd Level Microsoft Desktops, Laptops(Dell) and End-User support via email,

telephone, and hands-on support to access corporate network and applications,

both on the network as well as through remote VPN access.

● Adding, deleting, modifying user accounts in MS Active Directory to accommodate new hires,

departing employees and various changes to user account domain accounts.

● Supported user with MS Office Suite, including Outlook and OWA

(Outlook Web Access).

Advance Career Training

Desktop Support Analyst

June 2000 - November 2003 (3 years 6 months)

Greater Atlanta Area

● Managed building facility including, office and telecom equipment.

● Configured and deploy new pc by utilizing Symantec Ghost, Audit and track all issues using Track-IT.

● Setup and Maintain HP server in a LAN/WAN environment, Coordinate with IT

director Via telecom on special projects.

● Provided account creation for Active Directory, Exchange mailbox, Distribution lists.

● Troubleshoot and resolve network, server, workstation and software problems.

Education

ITT Technical Institute-Atlanta

INFORMATION TECHNOLOGY - COMPUTER NETWORK

SYSTEMS, Information Technology · (2000 - 2004)

Weehawken High School

· (1991 - 1993)

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