Desktop Analyst Support

Marcus Malveaux

Skills

● Troubleshooting

● Customer Service

● Phone support and data backups

● Password Reset

● Support MS Office issues with Outlook, Excel, MS Lync

● Desktop Migration

● Data transfer

● Cable management, printer configuration

● Active Directory

● Printer Support and Configuration

● McAfee / Bitlocker Disk Encryption

Freelance March 2020- Present

Hamaya Group

Alight

Desktop Support Engineer March 2022 - April 2022

● Reclaiming computer equipment. Stacking/organizing inventoried equipment onto pallets. Organizing miscellaneous computer accessories such as keyboards, mice, and cables. Preparing shipping boxes. Boxing up computer equipment for shipment to the Alight Logistical Distribution Center. Removal of Network equipment from Data Closets. Removal of Ethernet Patch Cables in data closets. Stacking/organizing of removed Network equipment. Pushing carts full of computer and/or Network equipment. Recording equipment information into a spreadsheet or on to a printed chart (document) on a clipboard. Moving around the office multiple times per day.

● Required lifting and involved physical work.

● Able to differentiate between different types of computer equipment i.e. laptop versus a Desktop PC versus a Monitor versus a Printer.

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● Lifting up to 75 pounds of weight bending and picking up items off of a desk or off of the floor.

● Count and record numbers machine serial numbers entering information in a spreadsheet operating a barcode scanner.

Collabera Inc. October 2019 – March 2020

Desktop Support Engineer

● Lead a team Migrating desktop and laptop units from Windows 7 to Windows 10. Corporate PC deployment experience

● Transferred data using TCP/IP Technology through dedicated LAN circuitry backing up data to cloud storage

● Configured Outlook accounts to include Mailboxes, Archives, and .pst folders so that no secured emails would be missing or corrupted

● Used McAfee Encryption software to provide each individual user dedicated security. Troubleshooting and escalating through the proper channels any issues or failure. Provided 100 percent customer satisfaction and service.

● Required in-depth knowledge of BIOS configuration and settings i.e. Legacy is for Windows 7, Windows 10 requires UEFI

● Knowledge of SQL Server and troubleshooting was required. Knowing the case sensitivity of the database, the Add-Ins required to do the necessary imports and exporting recovery

● Phone supporting end users data backup

● Setup, Configuring, swapping SIM Cards for cell phones Specializing in Google PIX3 and Apples for remote employees

● Splunk: Inventory and track data used in the enterprise environment Caliber Home Loans, Coppell, TX Feb 2019 – Mar 2019 Contract Helpdesk Customer Service Support / Inventory Asset Manager

• Supported efforts to clear older, unaddressed service tickets that remained in queue one (1) month through (3) months in ServiceNow.

• Performed advanced software installations on users’ computers by troubleshooting via remote support tool (Bomgar).

• Contacted clients to help facilitate the return of older laptops via FedEx to ensure Asset Management received the units intact.

• Unpacked and inventoried hardware devices.

• Created inventory labels for hardware and input data on Excel spreadsheets.

• Packed and shipped hardware to vendors and to company sites.

• Completed other duties as assigned

UTSW MEDICAL CENTER, DALLAS, TX AUG 2018 – Feb 2019 Contract

Desktop Install Technician

● Set up a new clinic in Dallas onsite for UTSW.

● Unpacked and imaged all the computers for the newly constructed hospital.

● Cable management, printer configuration, were mandatory.

• Completed other duties as assigned

UTSW MEDICAL CENTER, DALLAS, TX MAY 2018 – July 2018 Contract

Desktop Install Technician

● Set up a new clinic in Dallas onsite for UTSW.

● Unpacked and imaged all the computers for the newly constructed hospital.

● Cable management, printer configuration, were mandatory.

• Completed other duties as assigned

UTSW Medical Center, Dallas TX April 2017 to June 2017 Contract Desktop Analyst

● Set up a new clinic in Fort Worth for UTSW.

● Unpacked and imaged all the computers for the newly constructed hospital.

● Cable management, printer configuration, were mandatory.

● Completed other duties as assigned

Malveaux Enterprises Unlimited -Independent IT Support Contractor Feb 2001- Present Helpdesk / Desktop Support Specialist

● Utilized Active Directory for password resets, account unlocks, granting access and deprovision/disabling accounts

● Assist in support for hardware issues with PC, laptops, tablets and thin clients

● Support MS Office issues with Outlook, Excel, MS Lync

● Support different peripherals, printers, scanners, docking stations

● Assist in support for network and connectivity issues, as well as VPN issues

● Ensured follow up on all assigned tickets until end user satisfaction is achieved

● Assist with email setup of mobile devices, and some mobile device support

● Microsoft Windows hardware and software (operating systems and applications) installation and configuration.

● Responsible for troubleshooting problems related to printers, software (operating systems and applications) and basic network related issues.

● Also responsible for Imaging and equipment moves Education

North Carolina Central University, Durham, NC 1988 Bachelor of Arts, Theatre Arts, Communications

Reid Ross Senior High School, Fayetteville, NC

Diploma Graduated at 16 years old

Certificates:

● Dell Certified Systems Expert 2012

● Business Writing Certification, BrainBench, 2000

● 100% Satisfaction Rating on FieldNation

● 100% Rating on FieldSolutions

● Microsoft Certified Professional Windows NT Workstation

● Stellar Ratings with all Registered Job Portals

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