Support Representative Desktop

Darryl W. Cobbs ***** South **th Ave., Bellevue, NE 68123, 402-***-****, ******@***.***

Skill Experience Expertise Last Used

Windows OS 7 thru 10 19+ years Expert Current

MS Office Support 19+ years Expert Current

Incident Management 19+ years Expert Current

Remote Desktop 13+ years Expert Current

Network Management & troubleshooting 13+ years Advanced Current

Active Directory Management 13+ years Advanced Current

Anti-Virus Management 13+ years Advanced Current

Software Support & Management 16+ years Advanced Current

Web HTML Coding/Testing 11+ years Advanced Current

Hardware Maintenance & Support 19+ years Intermediate Current

Exchange Support 11+ years Intermediate Current

Telephony & SQL 5 years Intermediate Current

MAC iOS & Mobile Devices 11+ years Intermediate Current

Windows 2008 Server 11+ years Intermediate Current

TCP/IP & Ipconfig 11+ years Advanced Current

PROFESSIONAL EXPERIENCE

Cabelas-Bass Pro Inc.

Regional Hardware Desktop Technician 2016 – present

-Managed Administrative Network Monitoring, setup and configurations.

-Managed & Deploy hardware, installed software maintained desktop and network systems, administration and provided support to business and functional users as well as voice systems

-Remote Network configuration via RDP, Putty, VPN, etc.

-Setup, Break-Fix and Repair Desktop & Laptop computers, Printers, Mobile devices, POS Registers, and all other retail hardware.

-Assist with Active Directory & Employee Onboarding setup.

-Configured Time Clocks, Telephone, Mobile Devices & POS Register refresh upgrade.

-Evaluate all issues and incidents, routed tickets as appropriate. Create and update knowledge base documentation to resolve incidents. Train retail store personal on ticket creation and management.

-Answer phones, voicemail and email to assist all stores within region with any issues or problems. Answer incoming phones calls, respond to voicemails and emails; direct customer interaction. Works with store operations manager and Depot technicians to resolve any issues, problems or questions.

-Travel to all stores within region of responsibility, maintains inventories on all printers, computers, phones and wireless devices. Performs audits from checklists provided by Team lead for PCI audits, Depot audits, equipment and software. Assist with upgrades, new equipment installs, new store setup. Also assist with all special events and travels to stores as needed.

-Equipment Depot and depot strategies. Train and works with all store operation managers to maintain store depot inventories and perform all depot replenishment tasks.

-BT remote assistance. Perform remote assistance on computer problems, kiosk issues, and port security violations.

PayPal/Ebay Inc. (Temporary Contract) October 2014 - 2016

L2 PC Desktop Engineer

Managed & Deployed hardware, installed software maintained desktop and network systems, administration and provided support to business and functional users as well as voice systems.

Provided Level I/II/III service desk & technical computer support for local and remote customers.

Responded to troubled tickets/supported requests on-site, email, or web.

Reported and updated trouble tickets in a timely, clear and concise manner.

Deployed & troubleshot hardware, isolated technical issues between desktop and users.

Collected and reported desktop configurations and inventory information.

Prepared and maintained installation instructions for all applications.

Responded to internal customer request for assistance.

Re-imaged desktop & laptop computers.

Setup Email and software configuration via Active Directory & Windows Outlook.

Provided Windows Technical Support to Corporate & Distribution Employees.

Maintained compliance to franchises Store & IT Infrastructure

Promoted Vendor Relations & Management

Serviced Desk Management

Provided 24/7 Store Support Services

Maintained Software Support

Managed Hardware Repair & Maintenance Coordination

Provided Telecommunications Management & VPN installation

Provided IT Operations Services

Provided Dell Computer Hardware Maintenance, Re-Imaging & Replacement

Gordmans, Inc. May 2013 – March 2014 (Temporary Contract)

Service Desk Technician

Managed & Deployed hardware, installed software maintained desktop and network systems, administration and provided support to business and functional users as well as voice systems.

Provided service desk & technical computer support for local and remote customers.

Responded to troubled tickets/supported requests on-site, email, or web.

Reported and updated trouble tickets in a timely, clear and concise manner.

Deployed & troubleshot hardware, isolated technical issues between desktop and users.

Collected and reported desktop configurations and inventory information.

Configured and supported various types of hardware including desktops, laptops, monitors, peripherals and printers.

Prepared and maintained installation instructions for all applications.

Responded to internal customer request for assistance.

Setup Email and software configuration via Active Directory & Windows Outlook.

Provided Technical hardware/software support to Store Franchise sale PDT, POS software, hand held scanners & desktop monitor and more.

Provided Windows Technical Support to Corporate & Distribution Employees.

Maintained compliance to franchises Store & IT Infrastructure

Promoted Vendor Relations & Management

Serviced Desk Management

Provided 24/7 Store Support Services

Maintained Software Support

Managed Hardware Repair & Maintenance Coordination

Kiewit Plaza Office January 03, 2013 – January 25, 2013 (Temporary Contract)

OneIM Technician

Maintained hardware, software desktop and network systems, administration and support to the business and functional users as well as voice systems.

Entered, updated and closed Auto Task service request.

Provided Level I/II service desk support for local and remote users.

Responded to trouble tickets/support requests on-site, email, or web.

Reported and updated trouble tickets in a timely, clear and concise manner.

Deployed & troubleshot hardware and isolated problems between desktop and its users.

Collected and reported desktop configurations and inventory information.

Configured and supported various types of hardware including desktops, laptops, monitors, IPHONE, IPAD, peripherals and printers.

Prepared and maintained installation instructions for all applications.

Performed computer hardware deployment of employee’s computer & phone hardware.

Responded to internal customer request for assistance.

Maintained IM consumable inventories

Received, prepped and issued computers

Tracked computer assets in SAP

Worked with Ricoh national vendor to build quotes based on business need.

Provided onsite support as needed for field projects.

Installed and trained customers on Microsoft Windows, Microsoft Office, VDI and SharePoint

Daily traveled between corporate offices and newly build office for deployment.

Re-Imaging/Ghosted Dell Computer for replacement.

Gavilon LLC August 2012 – December 2012 (Temporary Contract)

Technical Support Analyst

Maintained desktop and network systems, administration and support to the business and functional users as well as voice systems.

Provided Level I/II service desk support for local and remote customers.

Responded to trouble tickets/support requests via telephone, email, or web.

Reported and updated trouble tickets in a timely, clear and concise manner.

Troubleshot and isolated problems between desktop and networks.

Collected and reported desktop configurations and inventory information.

Configured and supported various types of hardware including desktops, laptops, monitors, peripherals and printers.

Prepared and maintained installation instructions for all applications.

Cross-trained within IT department for improved coverage of customer service.

Performed weekly computer & phone hardware moves as requested by business.

Responded to internal customer request for assistance.

Participated in bi-monthly on-call rotation.

Home Instead Senior Care February 2008 – March 2012

Technical Support Representative

Provided daily technical computer support for 800+ franchise owners' offices and their staff via remote assistance.

Troubleshot Microsoft Office, networking, file sharing, printer and network sharing, computer hardware maintenance in a timely and professional manner while keeping concise ticket queue documentation.

Set up individual login accounts, email accounts, telephone accounts, iPad, iPhone, smart phone assistance, a variety of downloads, and any other computer related tasks for each user.

Participated in 6 week on-call rotation.

Worked with team to maintain confidentiality of sensitive information, policy, procedures, while meeting daily deadlines.

Provided excellent oral and written communications skills.

Presented occasional presentation, provided training and computer demonstrations.

Provided written documentation to tech support ‘Knowledge Base’ of the non-medical senior care industry & ticketing system.

Assisted in testing of CRM software development & deployment.

Installed and Maintained VMWare.

Understanding of caregiver training, franchise development, selling in a service culture, email marketing, QBQ Book: Strength Finder, conflict management, effective management and leadership, technical and computer training, and franchise owner training.

Provided marketing assistance via commercials, videos, film, print ad, etc.

Colon Rectal Surgery, Inc. February 2005 – May 2007

IT Manager / Fellowship Program Coordinator

Oversaw the surgeon’s application fellowship program.

Maintained companies’ hardware and software computer system, servers, website, and daily maintenance.

Maintained daily computer backup system, monthly software updates and virus scans.

Managed the website (Windows PC, MS Server, MS SQL, Networking, HTML, XHMTL, and DHMTL).

Troubleshot Windows PC skills, network administration, MS Server, trouble shooting, web design, HTML, Microsoft Certified, remote assistance, hardware and software installation.

Provided expertise & knowledge proficiencies with Microsoft Workstation and Servers OS, VMware, Microsoft Exchange, Microsoft Office, Outlook, Word, Excel, PowerPoint, Dynamic/CRM, Antivirus, firewalls, phone systems and more for over 25 computers and printers.

EDUCATIONAL BACKGROUND

AS Computer Science-MIS –Metro Community College, Omaha, NE

Business Administration Certificate –North American Correspondence School,Norristown, PA

Microsoft Certifications - MOS(Technology Specialist), MCDST (Desktop Support Technician)

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