Desktop Support Technician
Resume:
Arthur Fuller, II
**********@*****.***
SUMMARY OF QUALIFACATIONS:
** ***** ** ********** ** Desktop and Helpdesk support roles
Proven skills in support of Windows environments including 7 &10, and Office 365
Able to provide remote support via vSphere, VNC, Bomgar, DameWare, TeamViewer, PC Anywhere and RDP
A+ and HP Certified
iPhone and Android Support
Familiar with ITIL Framework
Experienced with multiple ticketing systems: Remedy, Service Now and Altiris
94% first call resolution
PROFESSIONAL EXPERIENCE
Turner Techtronics, INC Burbank, California
Multi-client Support Technician October 2018 – current
Provided on site 2nd level support for 21st Century Fox [including PC & Mac imaging, setup and deployment].
Provided on site remote 2nd and 3rd level support for Jack Nadel International [including AD and Outlook account creation, phone system management, system imaging and deployment].
Provide 1st and 2nd level remote phone support for VCA.
Resolved 5049 of 5356 calls in the past year on initial contact with clients.
Housing Authority of the City of Los Angeles / Intratek Los Angeles, California
Client Support Technician/Desktop Support Technician May 2016 – February 2018
Provided 1st and 2nd level support via phone and remote sessions (SCCM remote, TeamViewer, Remote assistance, VNC viewer) for hardware, software, and network operating problems for all HACLA locations.
Responsible for creating new user accounts and creating and removing computer objects in Active Directory.
Utilized VMware Administrator and vSphere to support virtual environments.
Provided level one application support for Elite, Yardi, VDI, RDS, and RSA.
All work completed under SLA contractual guidelines.
DPSS / Intratek Los Angeles, California
Refresh Project Technician February 2016 – April 2016
Imaged and replaced computers as part of agency wide refresh project.
Torrance Memorial Hospital Torrance, California
Desktop Support Engineer II January 2015 – December 2015
Provided deskside and remote support to end users on HP desktops, laptops, and HP and Zebra printers.
Assisted in the deployment of 800+ machines during Windows 7 refresh project in 3 months.
Dignity Healthcare – California Hospital / Dell Los Angeles, California
End User Support Technician April 2014 – January 2015
Responsible for identifying and refreshing computers that reached their lease maturity date in preparation for upcoming Electronic Health Record (EHR) implementation project.
Acted as contract coordinator between Kyocera and Dignity Health Care during the Managed Printer Services project.
Provided support to customers at the desk side and remotely using DameWare.
Hardware supported – Dell desktops and laptops, HP, Kyocera and Zebra printers.
Utilized Remedy to manage incident and task request in accordance to our Service Level Agreement.
Responsible for majority of non-clinical migrations of systems from XP to Windows 7.
Dignity Healthcare – Northridge Hospital / Dell Northridge, California
EHR Migration Support Technician September 2013 – April 2014
Imaged new systems with XP and Windows 7 images and loaded appropriate software packages per department specifics.
Replaced systems, monitors and printers.
Installed E-Signature pads and desk scanners.
Utilized User State Migration Tool (USMT) to back up user data for XP machines and Windows Easy Transfer (WET) for Windows 7.
Assisted local end user support with desktop support issues when requested.
Cedar Sinai Hospital / Dell Beverly Hills, California
EPIC Migration Support Technician February 2013 – September 2013
Imaged new systems utilizing WinTel image servers.
Replaced systems, monitors and printers.
Backed up user data both via manual backups and Windows Easy Transfer.
Managed follow up issues: lost data, printing problems and general usage of new software and hardware.
Sempra Energy Monterey Park, California
Change Management Support Analyst May 2012 – September 2012
Reviewed low and high-risk Change Requests prior to final authorization by manager.
Responsible for date change requests for low and high-risk change orders.
Updated the weekly calendar by adding new and removing completed change orders prior to weekly CAB meeting.
Toyota / SAIC Torrance, California
Change Management Support Analyst March 2012 – May 2012
Assisted Change Manager in facilitating Change Advisory Board (CAB) meetings, reviewing requests for completeness.
Enforced change management policies, monitors change management process tools and reviews change management records for compliance.
Responsible for the oversight, and/or coordination of the implementation of an RFC.
Providence Health Care Burbank, California
Refresh Project Technician September 2011 – December 2011
Was part of a team of technicians responsible for PC, thin client and monitor replacements in health clinics for Providence Health Care in the Los Angeles area.
Sites ranged from 5 to 40 systems a night.
On some occasions we were also responsible for manual data transfers for users.
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