* * * * * Anthony T. Whitmore
Cell/Text• 901-***-**** • adtsy3@r.postjobfree.com
IT SUPPORT TECHNICIAN
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:
PROFESSIONAL EXPERIENCE
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
Hardware
• PC Troubleshooting
• PC Repair
• Cisco Routers
• Network Installation
• Network Troubleshooting
• Printers
Software
• 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
Supervisor/Management
Page 2 of 5
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
Page 3 of 5
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)
Page 4 of 5
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)
Page 5 of 5
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