Desktop Support Engineer

JAMES K SEALS

**** ****** ****** **, ******, GA *0082

Home 678-***-****

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

Experience

NTT Data, New York, NY

Dell Field Service Engineer for State of Georgia, March 2017 - Present

Provide onsite support for users at state run agencies throughout a designated region.

Job functions include updating end user’s hardware and software, break/fix issues, troubleshooting windows based machines(Windows 7 and Windows 10) and IMAC-D.

Provided guidance as required for installing and configuring new hardware and software.

Setup new employees in active directory. Modified user’s login scripts. Added and removed users and or computers as needed. Add new users in their proper container folders(when needed).

Repair and replace Dell hardware in desktops and laptops.

Recycle equipment per user.

Review and update tickets in a timely manner.

Report and escalate any critical issues to supervisors when needed.

CDI, Roswell, GA

Tier II Support Engineer/Field Engineer, 2011 - 2016

Maintained working relationship with assigned customer via both onsite and remote visits as prescribed

Responsible for documenting the configuration of the supported environment and maintaining said documentation regularly.

Performed routine audits of systems and software as outlined in related requests.

Performed customer check-ins as prescribed.

Provided upgrades and optimization recommendations to the clients and assigned Service Delivery Manager.

Troubleshooting any reported problems in an escalation capacity.

Provided guidance as required for installing and configuring new hardware and software.

Setup new employees in active directory. Modified user’s login scripts. Added and removed users and or computers as needed. Add new users in their proper container folders(when needed).

Provided remote and onsite support.

Managed, maintained, troubleshoot and supported networks, hardware, software, and other related peripherals

Installed and support new desktops, laptops, servers, networks, and printers

Reviewed and responded to remote monitoring and management (RMM) system alerts and notifications

ASAP Staffing, Alpharetta, GA

Desktop Support Specialist, 2010 - 2011

Provided 1st level support for sites pertaining to hardware needs.

Escalated tickets to 2nd level support when needed.

Provided software support on Windows based platforms, including Windows 2000, XP, 2003, Vista and

Windows 7 as well as system backup and ghosting imaging software.

Provided hardware support on a number of platforms, including IBM desktops, laptops, network printers

and servers.

Prioritized issues based on the severity level of each call.

Logged all tickets in call tracking programs.

Recruiters Solutions Group, Alpharetta, GA

Help Desk Analyst/Help Desk Analyst Second Level, 2004 - 2010

Provided technical support and basic training for units in a POS environment.

Troubleshot proprietary software as well as Windows based software(Windows XP/Vista and Windows 7,

Office XP, Office 2003 and Office 2007) and hardware issues including POS systems, back office

hardware and software and connectivity issues.

Reported to supervisors any pertinent changes in network status.

Escalated tickets to 3rd party vendors when appropriate.

Logged all tickets in call tracking programs.

Dendrite International, Atlanta, GA

Help Desk Analyst, 2000 - 2004

Provided technical support for clients in field.

Troubleshot proprietary software as well as Windows based software(2000 and XP, Office XP), and

hardware issues including laptops, pda's and printers.

Reported to supervisors any pertinent changes in network status.

Assisted in implementing and troubleshooting conversion of Lotus Notes software for clients in the

field.

Logged all tickets in call tracking programs.

Earthlink, Atlanta, GA

Technical Support Specialist, 1999 - 2000

Troubleshot and established Internet connectivity on Windows 3.1/95/98/NT/2000 systems.

Reported to supervisors on issues pertaining to the functionality of internal and external systems.

Provided customer service to clients about computer related questions.

Education

Bachelor of Arts, Psychology, 1991

State University of New York College at Old Westbury, Old Westbury, NY

References

Excellent references furnished upon request.

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