tech support
Resume:
Darius Lucas
**************@*****.***
Smyrna, Ga 30080
EDUCATION
GEORGIA PERIMETER COLLEGE
Associates in Information Technology
YEAR UP / COLLEGE PARTNER
●Year Up is a leading one-year career development program with 250 corporate partners around the country; the program includes college-level courses, professional training, and a six-month internship
●Accrue 200+ hours of hands-on training in IT Helpdesk
●Earning 24 college credits towards a Bachelors in Information Technology in partnership with ACE
●Relevant courses include: Computer Applications, Operating Systems, Computer Hardware, Networking and mobile devices
PROFESSIONAL EXPERIENCE
RaceTrac Petroleum Inc. 03/2017- 12/2020
Tier 2 Technical Support Analyst
Provide remote and physical support for all RaceTrac employees and outside vendors through call dispatching functions, and face to face problem solving
●Worked alongside Konica printer technicians to resolve all printer issues
●Used Active Directory to create user accounts and computer names while moving users to distribution lists
●Built and moved all technologies from Cumberland Office to Cobb Galleria Office
●Upgraded all end user technology from Windows 7 to Windows 10
●Run security risk scans and remediate any malware
●Installed Cisco Softphone and Cisco VoIP phones for end users
●Work in conjunction with network operations to ensure users have VPN access
●Rotated over 5 floors at RaceTrac HQ to provide on-site end user support
●Order replacement parts for faulty equipment
●Setup all new hire equipment (Cellphones, Laptops, PC, Email, VoIP, etc.)
●Greet and assist anyone that comes into the tech support lab
AirWatch by VMware 08/2016-01/2017
Desktop Systems Intern
Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
●Build new systems (laptop and desktop), and new hires deployment
●Supporting PDAs: configuration support, synchronization support
●Serve as Tier 1 support to the help desk to resolve desktop system issues as reported by the end-users
●Troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required.
●Identify solutions for network security; provide Spyware, Adware, and virus protection.
●Ensure adequate customer follow up communications and timely issue status updates to customer and IT management.
●Create a formal mentorship with IT Desktop peer(s) to share lessons learned and IT knowledge
●Network with cross-functional teams to leverage best practices
●Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.
●Familiar with server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).
●Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).
●Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.
●Identify current operational process inefficiencies and provide recommendations for improvement.
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