BERNARD PETTUS

Desktop Support Engineer

~ Delivers innovative IT strategies to drive operations and create impactful solutions ~

Resourceful Desktop Support Engineer with 20+ years of progressive experience. Skilled in providing support and leadership while managing the inter-relationship between various departments within highly complex organizational structures. Constantly recognized as one of the top members of the team while consistently going above and beyond, mentoring others, and leading by example. Superior record of optimizing large-scale, mission-critical projects on time while exceeding quality assurance expectations. Recognized as a trusted, logistical, troubleshooting resource with a history of making critical decisions regarding migration, configuration, deployment, and resolutions. Experienced in the strategic detail planning, execution, and leadership of enterprise-wide technology initiatives, which support business goals, deliver continuous improvement, and enhance productivity levels.

AREAS OF EXPERTISE

Hardware / Software Cross-Functional Communication Technical Instruction Product Support / Knowledge SLAs

Helpdesk / Technical Support Electronic Support Mobile Device L2 & L3 Support Technical Assistance

Customer Service Project Management Relationship Building IT Consultation

SIGNATURE CONTRIBUTIONS

Engaged with customers and updated them online via ITSM (ServiceNow) ticketing system and inventory / asset management systems and completed appropriate paperwork for customer acceptance.

Supported contract SLAs, managed workload to meet those SLAs, and provided support for L2 & L3 issues.

CAREER HIGHLIGHTS

Desktop Support Engineer Zones Nfrastructure Inc., Auburn WA. November 2021 – July 2022

Provided swift deskside support for incidents and service requests and traveled to customer locations throughout the greater Cleveland metro area. Mitigated PC / peripheral / mobile device hardware and software issues and provided repair action for incidents. Successfully installed, configured, and supported new hardware and software for service requests.

Key Initiatives:

Managed / maintained hardware and software inventories and assisted with project-based work as directed by leadership.

Provided coaching and mentorship to new team members and demonstrated compassion in a patient care environment in support of overall service provided to the customer.

Successfully documented resolutions to desktop issues and proposed solutions to root cause problems.

Commended for consistently learning and remaining abreast and knowledgeable of customer / company products.

Electronic Equipment Technician Greater Cleveland Regional Transit Authority, Cleveland OH March 2007 – May 2019

Charged with diagnosing and maintaining destination signs for multiple districts while troubleshooting and repairing electronic boards to the component level. Successfully diagnosed problems by utilizing soldering, de-soldering, and electronic measurement equipment. Installed electronic equipment.

Key Initiatives:

Efficiently monitored inventory while loading and unloading related supplies. Played a key role in reading and interpreting schematics, blueprints, and plans.

Efficiently completed projects before timelines while building and nurturing relationships with teams, staff, and managers.

Information Technology Consultant (Specialist) Independent Contractor July 2004 – May 2009

Served as an information technology and management consultant while providing network services, engineer IT solutions, and management services to commercial clients (nonprofits / education / charter schools).

Key Initiatives:

Established user accounts, maintained documentation, and installed system-wide software and mass storage space allocation.

Successfully coordinated clients’ electronic office systems activities, which included desktop computers, client servers, active-boards, electronic mail, online / Internet resources, local area networks, and standard software products.

Partnered with end-users for training and analyzed / recommend various vendor products.

Managed all aspects of moves, adds, and changes to the desktops and servers and provided staff training where needed.

Additional Notable Experience: SBC Ameritech, Telecommunications Specialist COM-DOC, High Volume Support Specialist Danka Corporation, Field Service Specialist Xerox Corporation, CSE Customer Service Engineer.

EDUCATION

Master of Information Systems, University of Phoenix

Bachelor of Science, Information Technology, University of Phoenix

MCP Certification (Microsoft Certified Professional)

Final Cut Pro Video Certification

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