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Support Specialist Desktop

Memphis, TN
December 01, 2022

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* * * * * Anthony T. Whitmore

Cell/Text• 901-***-**** •


Certified IT Professional and Networking and Communications Management graduate with knowledge and skills in the IT field. Certifications include CompTIA A+, ITIL Foundation and pending Microsoft Specialist in Windows 7. Expertise includes hardware and software troubleshooting, networking installations, AD, and imaging. EDUCATION/CERTIFICATION

Certifications: • ITIL Foundation Certification

• CompTIA A+ Certification

• Microsoft Certified Product Specialist (MCPS)

• Microsoft Certified Professional (MCP)

• Microsoft Specialist: Windows 7, Enterprise Desktop Support Technician

• Microsoft Specialist: Windows 7, Configuring

• Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician on Windows 7 Education:

A.A.S. - Network and Communications Management; Remington College, Memphis, TN 01/2008-01/2010 Competency:


ALSAC Memphis, TN 07/2022-Present

Helpdesk Technician/ (Contractor) NexTech Solutions

Provide superior customer service to internal and external clients by maintaining local and remote computer systems and making sure all users are equipped with technology to support company goals.

Act as a primary point of contact for incoming Helpdesk phone calls and emails

Open and update Support Requests based on phone calls and emails

Triage Support Requests to determine priorities based on severity of issue, effect on user/company, and other influencing factors


• PC Troubleshooting

• PC Repair

• Cisco Routers

• Network Installation

• Network Troubleshooting

• Printers


• iCloud

• Windows XP-10 Operating Systems

• Outlook 365

• MS office Suite

• Imaging (Ghost, ImageX)

• Windows 2003 r2/2008 r2 Server

• Active Directory

• Software Installation

• Service Now

• Remedy

Business Skills

Customer Service

Help Desk

Reports & Records

Phone Support


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Provide superior customer service

Create and maintain accurate documentation to ensure correct procedures and licensing are followed

Support various customer software and hardware as needed, including working with third-party service providers to expedite customer solutions.

Perform regularly scheduled maintenance on desktops, laptops, and servers.

Provide technical assistance for common application and hardware issues.

Maintain confidential information as needed.

Assist the Advanced Services teams with deployments, installations, rollouts, and maintenance.

Escalate issues to Advanced Services and the Management team as appropriate. Home Depot Memphis, TN 08/2021-Present

Customer Service/ Sales Associate

I am responsible for providing fast, friendly service by actively greeting, engaging, and thanking customers for shopping with Home Depot.

Associates receive monthly training on existing and new products to provide information to customers on their DIY projects.

Customer Service/Sales associates maintain the in-stock condition of assigned areas, and ensure it is clean, shop-able, and safe

Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, or reporting conditions to the Manager on Duty, and working safely as not to endanger themselves, co-workers, vendors, or customers. AutoZone Memphis, TN 01/2021-07/2021

Helpdesk Support (Remote)

Support over 6000 stores

Telcom Support

Cisco router 3600 and 4300

Responsible for converting phone system to VOIP

Assist ATT with conversion install

Contractor-Thyssen Krupp Elevator Memphis, TN 03/2019-03/2019 Mobility Support Technician (NexTech Solutions)

Service now Ticketing System

Assist elevator engineer with repair manuals

Grant VPN access

Resolve connectivity issues

Monitor Mobile device via MDM

Contractor-NIKE Memphis, TN 09/2017-03/2019

Deskside Support (Stefanini Staffing)

Service Now Ticketing System

Thermal Printer Repair

Laser Printer Repair

RF scan Gun

Perform Software and Hardware support

Configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android

Microsoft Office Suite Support

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Manage Applications

Windows install and Configuration

Microsoft Exchange

Contractor-Sephora SDC OliveBranch, MS 04/2017-09/2017 Desktop Support Specialist (TekSystems)

Service Now Ticketing System

Thermal Printer Repair

Laser Printer Repair

RF scan Gun

Perform Software and Hardware support

Configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android

Microsoft Office Suite Support

Manage Applications

Windows install and Configuration

Microsoft Exchange

Contractor-McKesson Specialty Memphis, TN 06/2016-04/2017 Desktop Support Specialist (MATRIX)

Remedy Ticketing System

Thermal Printer Repair

Laser Printer Repair

RF scan Gun

Perform Software and Hardware support

Configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android

Microsoft Office Suite Support

Manage Applications

Windows install and Configuration

Active Directory

Contractor-Genco Memphis, TN 10/2015-08/2016

Desktop Support Specialist (Abacus)

Set-up/repair computers and related equipment for customer use

OS deployment (computer/laptop imaging/installation)

Manage applications

Create and delete users in Active Directory

End-point security of systems and data (antivirus/malware)

Software inventory and update /patch deployment

VNC Remote Utitlites

Contractor-FedEx Collierville, TN 06/2015 -10/2015 Mobility Technician (Zycron Staffing)

Responsible for providing over 3000 end users mobile devices (ex: iPhone, Android, and iPad)

Installing and configuring Airwatch MDM agent

Secure Content Locker

Inventory Asset Management

Contractor-Flextronics Memphis, TN 02/2014–08/2015 Repair Technician (AeroTek)

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Disassembled/reassembled computers utilizing a variety of hand tools/fixtures; managed parts sensitive to damage; ensured unit met all assembly /quality criteria to achieve high customer satisfaction

Hardware, LCD, Cosmetics replacement

Software resolution

Handled Mac OS install, test repairs, and shipping Contractor-Technicolor, Inc. Memphis, TN 10/2013–12/2013 Desktop Support (APEX)

Updated and maintained computer inventory and surplus equipment.

Maintained/ resolved issues on LAN/WAN, VoIP telephone, Biometric, Video systems

Ensured desktop computers interconnect seamlessly with diverse systems.

Maintained passwords, data integrity and file system security for computing environment.

Interacted with vendor support contacts to resolve technical issues.

Tested/diagnosed servers/computers/routers along with model /serial number asset tag creation, reporting/tagging by manufacturer.

Provided technical operations & training support to users of company’s personal computers.

Worked with Windows 7 configuring, setting up users, trouble shooting, preventive maintenance & performance.

Assisted in development/maintenance of network addressing schemes & Active Directory Services maintenance.

Provided support of Desktop & LAN resources, including break/fix.

Supported Microsoft Office Suite Applications

NCR (National Cash Register) Memphis, TN 08/2011-10/2013 Support Engineer

Removed viruses using Norton’s Symantec, and McAfee

Installed IBM and NCR POS systems.

Provided backup support for Network administration functions

Analyzed/corrected technical issues on equipment for assigned customer accounts; performed periodic preventive maintenance routines on products and installs modifications to equipment. Contractor-Methodist Hospital Memphis, TN 05/2011-07/2011 EUC III Analyst (Tek_Systems)

Assisted in installation, configuration, ongoing usability of desktop, peripherals equipment and software within established standards and guidelines using SCCM – Systems Center Configuration Manager.

Windows 7 configuring, user setup, trouble shooting, preventive maintenance and performance

DELL and LEXMARK Printer Break/Fix and support

Configured Outlook 2010

SCCM client version 5.0

Aerotek Staffing (Ingram Micro) Millington, TN 11/2010-05/2011 Configuration Technician

Tested and diagnosed servers/computers/routers with facility shop floor computer equipment by manufacturer, model and serial number asset tag creation, reporting and tagging.

Maintained TCP/IP, DHCP, DNS, Point to Point Protocol (PPP), World Wide Web, & routing protocols.

Routers and Switches: Linksys, Netgear, Cisco, Belkin, and 3Com

Linux Support

Microsoft Exchange Server

Contractor (FedEx TSC) Collierville, TN 03/2010-10/2010 Technical Support Specialist (AppleOne)

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Provided first-level support in conjunction with second and third level technical support for internal FedEx employees, including the use of specific diagnostic tools

Printer Repair Technician

Performed technical support problem resolution of component, network, hardware and software problems. Developed system administration procedures including user administration, backups, virus detection. Thomas Consultants Inc.

Desktop Support 07/2009 -02/2010

Network Technician 01/2003 -08/2008

Assisted staff with the installation, configuration, and ongoing usability of desktop computers, peripherals equipment and software within established standards and guidelines

Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software

Assisted Help Desk and Network Operations staff; determined and resolved problems/issues received from clients

Configured Windows 7 systems (setting up users, trouble shooting, preventive maintenance and performance) and configured Outlook 2007 accounts

Shared files and printers among multiple PCs

Shelby County Schools Arlington, TN 07/2008- 11/2008 Technology Support Specialist

Coordinated with Technology Support Services, Tier-one, repairs onsite

MAC OS environment

Troubleshoot, Diagnose, and repair software issues for end users

Maintained, recorded and submitted reports on IP and equipment inventories for assigned schools

Installed computer images, operating systems, instructional software and administrative applications

Maintained assigned equipment and participate in staff development training

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