Desktop Support Customer Service

John Staton

**** *** **** **., ***********, KY **360

Email: ****.*.******@*******.*** - Mobile: 859-***-****

SUMMARY

I have a true passion for information technology. I spend my free time learning new technologies, programming languages, and applications. I design mobile phone apps and websites in my spare time. I am also willing to relocate. I have expert knowledge of Internet protocols and theories including HTML, Javascript, TCP/IP, etc. I also have expert level knowledge of web site design and development as well as mySQL and PHP. Well versed in enterprise level deployments, migration, and support.

I have also been involved with managing creative assets and development of these assets within Wells Fargo as well as other employers. This includes securing access to those assets and creative parts.

TECHNICAL EXPERTISE

Operating Systems: Windows 9X, ME, XP, Vista, 7, 10, NT 4.0, 11 for workstations and server, Windows Server 2000, 2003, 2008 and above, Linux(Redhat, Mint, Ubuntu)

Hardware: Desktops, laptops, servers (Dell, HP, Micron, IBM, Compaq, Apple, Fujitsu), Cisco 2900 series switches, Linksys/Netgear/3Com routers, printers (Dell, HP, Lemark, Troy), scanners (HP, Kodak, Fujitsu), plotters (HP), RAID, SCSI, and a host of other peripherals/devices

Software: Microsoft System Center Configuration Manager / SMS, Microsoft SQL 2005/2008 and above, Norton Ghost, Kaspersky Anti-Virus, Symantec Anti-Virus, Symantec Endpoint Encryption, Sharepoint Services, Microsoft Office 2003, Microsoft Office 2007, Microsoft Exchange 2003 / 2007, Adobe Acrobat, Adobe Photoshop CS6 and above, Wise Admin Studio, Proofpoint, SMS Installer, McAfee, PC Anywhere, Boztek VNCScan, Pervasive SQL, Remote Desktop, Windows Terminal Server, Numara TrackIt, SurfControl, Faronics DeepFreeze, batch scripting, Visual Basic, Altiris Deployment Server, PXE, Wordpress, Joomla, Drupal, Checkpoint PointSec Encryption, ServiceNow, Intune, Mainframe. Apache, IIS, JIRA

Network/Protocols: LAN/WAN, TCP/IP, IPX, SPX, NETBEUI, NWLINK, WINS, DNS, DHCP, POP3, SMTP, FTP, TELNET, VPN, ICMP, TFTP, Ethernet

PROFESSIONAL EXPERIENCE

MMC / Conduent June 2022 to Present

Incident Analyst

Monitors technical queue to identify quality issues

Modifies ticket categories and levels as needed for proper support paths and resolution

Set specific tracking data in order to build accurate metrics in order to provide a better support experience for all Conduent business partners

Self Employed February 2021 to June 2022

Owner

Provided creative and web design services/hosting utilizing Wordpress mainly and cloud computing

Provided PC, laptop, network, and printer repair/upgrades for local clients

Ran successful businesses via Facebook Marketplace, Amazon, and Ebay

*COULD NOT FIND TRADITIONAL EMPLOYMENT DUE TO THE PANDEMIC*

ARH

Desktop Support Analyst January 2021 to February 2021

Provided Desktop support to users for the Appalachian Regional Hospital network. I had to leave this position due to personal and medical reasons.

Wells Fargo May 2010 to July 2019

PC / LAN Analyst 4

●In November 2018, I transitioned over to the Asset Management team where I tracked down all network connected devices and assisted in making they had the correct device records with Remedy.

●I work as an integral part of the technology team where I support the International Operations, Wholesale Technology, and Wholesale Finance groups. I handle everything from day-to-day support issues, application scripting, new hire setups, and equipment ordering. I support about 10,000 end users in a primarily Windows XP environment.

●Worked as part of the client deployment and migration team (as a contractor, then FTE on or about 9/21/2011)

●Traveled to the various Wells Fargo and Wachovia offices

●Uses tools such as Altiris Deployment Server to push applications and Norton Ghost to reimage

●Preps and packages applications

●Performs data gathering assessments for the offices before migration

●Collects data about current/obsolete hardware, network information, and user data

●Oversees the removal of old equipment and the installation of the new equipment

●Performs remote assessments of machines using Dameware, and in-person visits

●Relocated to Charlotte, NC as part of the WISD Desktop Support Team

●Expert knowledge of WFDC image, processes, and policies

●Worked as in integral part of the WISD Migration team in Charlotte to help finish the migration project there

●Knowledgeable about PAC2000

●In 2012 my role changed to being the single point of contact for technology related issues for the Wholesale International team. I also continue to support Wholesale Technology Services as well.

●In 2013, we were reorganized. While I maintain the primary support role for International, I now also focus on supporting Wholesale Technology users – mainly developers and programmers.

●Coordinate major software deployments at an Enterprise level.

St Claire Regional Medical Center December 2006 to February 2010

PC Support Specialist / Helpdesk Supervisor

●Installed, support and administered desktops, laptops, printers, phones and servers

●Supported a staff of over 800 employees

●Established new IT policies and procedures; defined acceptable use of IT equipment

●Fulfilled administrative and support duties including user changes/additions

●Configured and installed workstations and laptops in a health care environment

●Configured and installed networked printers; monitored their overall health via HP Jet Admin

●Repaired and replaced motherboards, power supplies, video cards, hard drives and LCD screens

●Built and began the implementation of SCCM

●Designed and implemented new Intranet web site using Sharepoint Services

●Began conversion of Outlook Public Folders into Sharepoint sites

●Used VBScripting to automate tasks such as mapping drives, software installs and printer installs

●Provided customer service and phone support using remote desktop and VNC

●Supervised two employees

●Designed custom install packages using Wise Admin studio; pushed applications and updates

●Worked extensively in Active Directory, local user/domain security and group policy management

●Well versed at using SCCM for “bare-metal” imaging, system deployment and patch management

●Experienced at management, customer service and human resource processes

●Maintains customer satisfaction while meeting business needs of employer

●Expert knowledge of wireless LAN/WAN protocols

●Comfortable with Wise Admin Studio as well as SMS Installer

●Extensive knowledge of MS SQL 2005/2008 and Windows 2003 and 2008

●Used SCCM for deploying application packages, Windows Updates, building collections, customer reports and queries

●Advanced knowledge of all Windows operating systems as well as Windows registry, file/folder structure, scripting and troubleshooting techniques

EDS June 1998 to October 2006

Blackberry Tier 2 Technical Support Specialist

●Performed Blackberry end user support as part of the Nextel Blackberry Technical Support team

Nestles USA November 2003 to May 2005

2nd Level Associate

●Worked in the processing department as a Quality Assurance Weight Checker.

National City Bank (Smartsource Inc) October 2003 to November 2003

PC Support/Technician (Contract position)

●Worked as a PC installer/technician on a contract basis for National City Bank upgrade project

●Installed PCs to for a training environment and provided technical support for those machines

●Installed PCs, networks, and new software in the National City Banks themselves when scheduled

●Created new users, performed software migrations as well as database upgrades

EDS June 1998 to November 2002

Support Analyst

●Performed in an online support capacity for HP Motive

●Responded to requests for technical support in real time chat environment

●Performed troubleshooting for an array of hardware/software issues with HP Pavilion machines

●Also provided HP Pavilion, MSN and WebTV technical support in a call center environment

●Promoted to supervisor and provided coaching, development and quality monitoring.

Taco Bell

Manager June 1994 to November 1997

Worked as a multi-unit manager across several locations in the Mt Sterling, KY and Lexington, KY area.

Managed things such as hirings/terminations, food costs, purchasing, etc.

Started as a backend food preparer.

Understanding of the restaurant industry.

EDUCATION

08/05/21 to Present - South University

Information Technology

Started taking courses to finish my BA in Information Sciences.

04/20/21 to 10/31/21 CareerStep

Vet Technician/Receptionist

01/01/21 to 07/21/21 - CareerStep

Pharmacy Technician

Currently attending online certification courses.

Computer Fundamentals For Information Technology

Community Pharmacy Practice For Healthcare

Basic Anatomy For Healthcare

Pharmacy Lab Kit Overview For Healthcare

Welcome to Pharmacy Technician For Healthcare

Institutional Pharmacy Practice For Healthcare

Mastering Medical Language For Healthcare

Pharmacy Calculations For Healthcare

Working at a Pharmacy For Healthcare

Externship Preparation For Healthcare

Pharmacology for Pharmacy Technicians For Healthcare

Prescriptions For Healthcare

Preparing for the Workforce For Healthcare

Virtual Pharmacy Labs Overview For Healthcare

Pharmacy Law, Regulations, and Standards For Healthcare

Nonsterile Compounding For Healthcare

Medical Word Building For Healthcare

Business of Pharmacy For Healthcare

09/09 - New Horizons

System Center Configuration Manager training course

DigitalThink.com US-KY-Online Education Certification

Completed the following courses:

HTML Fundamentals I & II

HTML Frames & Forms

Style Sheets & DHTML

Web Site Planning Models

Planning A Web Site Design

Planning A Web Site Deployment

Developing For the Internet

Internet Technologies

Introduction To Javascript

Introduction to ASP

Flash Programming Fundamentals

Unix I & II

Marketing and Business Skills

9/2000 - Sullivan University US-KY-Lexington

MCSE Certification

7/1998 - Morehead State University US-KY-Morehead

Certification

06/1993 - Bath County High School

Graduate

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