Desktop Support Office

Jerrick Perkins

IT Technical Support

Customer Support Active Directory Troubleshooting

Configured Office 365 Windows XP/Vista/7/8/10 Operating Systems Microsoft Office

SCCM Network Support Ticketing System Cisco VPN Adobe Cisco VoIP Network Switches/Routers

Summary:

Technical Professional with 19 years of extensive experience with computer operating systems, printers, scanners, hardware, software applications, network protocols, IT system components anti-virus software, office suites, and network client setup within a corporate and government environment.

4+ years of experience working City and County of Denver as afield and Hardware Computer Support Technician&PC Replacement Technician.

Provide level I and II technical support, troubleshooting, and problem resolution via in-person, phone, email, and network tools to troubleshoot, fix, or triage customer support issues.

Expert to effectively use Microsoft Office 365, Microsoft Project, Excel, Visio, Word, and PowerPoint.

Installed and configured operating systems including windows XP/Vista/7/8/10 and also installed Microsoft Office.

Helped employees with Windows 10, 8, 7, Vista, XP operating systems by setting up a peer to peer communication for the office network.

Maintain technical support lab equipment and records. Perform customer service duties such as answering, routing, and following up on inbound communications for the support team.

Excellent written, verbal, and interpersonal communication; strong organizational skills; detail- oriented and works effectively in a diverse team environment.

Core Skill Areas:

Advanced Dell, HP, Lenovo and Gateway Computer Hardware/Software Technical Support

Proficient with Microsoft Office Products

Help Desk Experience

OS: Windows Server/98/2000/XP/7/10

SPARK Instant Messaging Support

Active Directory Users and Computers Support

Toshiba Printer Experience

Excellent Customer Service and Interpersonal Qualities

Basic Network Standards and Protocols

Microsoft System Center Configuration Manager (SCCM)

Inbound/Outbound Telephone Support

Ring Central Administrator

Antivirus, Malware and Spyware Software Support

Domain Network Support

One Drive Support

Centralized Ticketing System Experience

Microsoft Exchange/Outlook Support

Troubleshooting/Solutions Management

Cisco VPN, Adobe, Active Net Point-Of-Sale Software

Bomgar Remote Support Services

WebEx and Conference Call Support

Cisco VoIP

Knowledge of Network Switches/Routers

Education:

●Associate degree in Computer Electronics Engineering Technology from ITT Technical Institute, Aurora, CO, March 2009 to March2011

Major Accomplishments: Graduated with Honors with a GPA of 3.6. Honors: 03/2011 and 06/2010.

Dean’s List: 03/2011, 09/2010, 03/2010, 06/2009 and 03/2009. Perfect Attendance: 09/2010 and 03/2009

Professional Experience:

TNT Construction Training, LLC, Denver, CO January 2018 to Present

IT Technical Support

Primary in-house and on call technical staff for PC, network and end user support; regularly install and upgrade Microsoft Windows, Office Suite, Norton Antivirus software and all related peripherals.

Worked on Windows 10, Windows 7, XP, Office 365, Office 2010, Office 2016, andlarge capacity printers.

Independent Contractor – Insight Global

City and County of Denver, Denver, CO May 2017 to January 2018

Field and Hardware Computer Support Technician

Desktop Support Technician providing support for 5000+ County employees and Law Enforcement Officials with complex and non-routine hardware and software problems, which includes: Microsoft outlook, web browsers, logging, connectivity, troubleshooting, resolving or referring problems to the appropriate Information Technology resource, providing end user technical/hardware support within a Microsoft environment on site or remotely, documenting actions in Service Now (SNOW), a ticket tracking system.

Acknowledged for outstanding support and service as the primary Desktop Support Technician for Community Planning and Development (CPD) agency, completing tasks in a timely and satisfactory manner

Worked on Windows operating systems, Office 365 and various hardware platforms.

Installing various operating systems such as MS Server, MS Windows 98/ 2000/ XP/Vista/7/ 8/ 8.1& 10.

ResCare Workforce Services, Denver, CO July 2016 to April 2017

IT Support Manager

Main IT Support Specialist for six ResCare Denver Workforce Services sites, supporting end users, workstations, email, Cisco phones, network, printers, workforce resource centers and all IT related issues.

Increased knowledge of Network configurations and Cisco phones; Apple iPhone support; Deep Freeze computer software knowledge; formed a positive relationship with Toshiba equipment vendor; collaborated successfully with Corporate IT to resolve escalated issues

Install Windows 10/ Office 365/ 2016, Skype for Business Configuration, testing and rollout.

Independent Contractor – Insight Global

City and County of Denver, Denver, CO April 2016 to July 2016

Field and Hardware Computer Support Technician,

Desktop Support Technician providing assistance for the City and County of Denver Office of Economic Development during a transition of Denver Workforce Services to ResCare Workforce Services, a private contractor. This included the removal of existing City and County of Denver computers, printers and IT related equipment and installing ResCare’s IT equipment.

Gained knowledge of ResCare’s hardware and software applications; setup workstations, Network connections, email client and VoIP phones for end users; acknowledged for hard work ethic and passion for assisting colleagues.

Independent Contractor – Insight Global

City and County of Denver, Denver, CO March 2012 to March 2015

Field and Hardware Computer Support Technician

Desktop Support Technician providing support for 5000+ County employees and Law Enforcement Officials with complex and non-routine hardware and software problems, which includes: Microsoft outlook, web browsers, logging, connectivity, troubleshooting, resolving or referring problems to the appropriate Information Technology resource, providing end user technical/hardware support within a Microsoft environment on site or remote desktop support, documenting actions in HEAT, a ticket tracking system

Lead technician for Active Net point of sale software/hardware deployment; coordinated, imaged, configured and deployed over 100 laptops for Denver Police Crime Lab Project; Service Now Training; City and County of Denver elections support; Windows 7 migration project; established positive reputation for efficient technical support with customers in government and law enforcement agencies

Independent Contractor

KForce Staffing, City and County of Denver, Denver, CO September 2011 to March 2012

PC Replacement Technician

Provide computer and laptop support replacing end of lease PCs on a 5-year cycle building new systems from images utilizing Microsoft System Center Configuration Manager (SCCM) for network installation. Deliver, setup and install user requested software and hardware, having direct contact with the customer in transferring their profile, files and settings to the new machine ensuring satisfactory operation of new PC/laptop.

Gained additional knowledge and experience in Microsoft Management Console (MMC), Active Directory Users and Computers (ADUC) and Domain Management

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