Desktop Support Technician

Henry Prestwood

Summary

Highly skilled IT System Support person with proven success in troubleshooting, configuration and support of diverse corporate environments.

Skills

·Platforms: Windows NT/2003/2008 Server, Windows NT/XP/Vista/Win7/Win10, Mac OS 8-12,MS-DOS, UNIX

·Applications: SAP, Asset management, Active Directory, Microsoft SQL, Microsoft Office 365, Microsoft Outlook, Cisco and Norton VPN, Teamviewer, LogMeIn, ServiceNow, Remedy, CA Service Desk, Symantec Ghost,

·Hardware: IBM, Dell, HP/Compaq servers, Mac’s all-in-one desktops, Dell laptops, peripherals and mobile devices (Blackberry, Android phones and Samsumg tablets).

Education

·University of San Francisco, Business Administration - San Francisco, Ca.

Experience

Greenberg Glusker, LLC Century City, CA Oct 2019 – Nov 2022

Desktop Support Technician II

• Conducted a multitude of IT functions for end-users utilizing Active Directory,

Asset Management and Knowledge Management modules.

• Re-imaged desktops, laptops, tablets and configured applications.

• Performed major upgrades on desktop PC’s and all in one Mac desktop systems.

• Developed and participated in migration of Windows 10 and Office 365.

• Instrumentally in developing Service license agreement indicators and objectives.

• Designed and implemented management information solutions for managers utilizing

Microsoft Office.

• Handle between 30 to 40 calls per shift with 85 percent resolved.

Pixi Beauty Century City, Ca Oct 2018 – Oct 2019

Desktop Support/IT Coordinator

• Conducted a multitude of IT functions for end-users utilizing Active Directory,

Asset Management and Knowledge Management modules.

• Re imaged desktops, laptops, tablets and configured applications.

• Performed major upgrades on desktop PC’s and all in one Mac desktop systems.

• Developed and participated in migration of Window 10 and Office 365.

• Utilized Team viewer to remotely resolve escalated tickets during COVID-19.

• Instrumentally in developing an AWS cloud migration road map.

Crystal Stairs Inc., Los Angeles, Ca Oct 2016 – Sept 2018

Help Desk Analyst I

·Conducted a multitude of IT functions for end-users utilizing Active Directory, CA Service Desk, Asset Management and Knowledge Management modules.

·Provided tech support and resolution for workstations, server applications and mobile devices.

·Assisted LAN/WAN teams with configuring of network equipment including Cisco routers and switches.

·Helpdesk support using CA Service Desk to track service request. Average number of interactions per shift would be between 20 to 30 depending on the type of request with about 85% first call resolution.

Protiviti Los Angeles County Oct 2015 – Oct 2016

Field Support Technician Manager

• Developed a support algorithm for Apple OS BMD voting booth hardware, ePoll tablets,

BAM printer AT&T router and battery UPS.

• Provide TCP/IP support Network Communication.

• Utilized Cherwell incident ticketing software.

• Our voting centers recorded a perfect 100% site reliability during the election cycles.

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