Support Technician Specialist

Martin Lee

Contact: 503-***-**** Email: ************@*******.***

TECHNICAL SKILLS SUMMARY

Remedy, Cherwell, Bomgar, Altiris, SCCM, ITSM, iOS Support, Software Troubleshooting and Configuration, Crestron A/V troubleshooting and configuration, TCP/IP Network Troubleshooting, Microsoft Windows XP, 2000, Vista and Windows 7 Operating Systems, Windows 10, Macintosh OS.X Operating Systems, Yosemite, Maverick, iMac, PC, Server and Laptop Installation, Windows Active Directory, Printer Installation, Scanner Installation, Helpdesk, Call Center, Lotus Notes, Mobile Iron, Office 365, Microsoft Office 2013, Microsoft Office 2010, Microsoft Office 2007, Imaging, Symantec Ghost, Asset Inventory, Training, Excellent Communication Skills.

CAREER SUMMARY

•10 years of IT support experience within large scale enterprise environments.

•1 year of iOS support.

•3 years working knowledge with Citrix.

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CAREER EXPERIENCE

Cambia / Regence Healthcare

December 2022 - March 2023

Virtual Support Technician (Contract)

•Responsible for a lease/return project.

•Migrated all user data into new laptops for remote employees utilizing OneDrive.

•Responsible for the shipping and receiving of new and old laptops.

•Deleted all user data from returned laptops and prepared for disposal.

BBSI

April 2019 – April 2020

Help Desk Technician

•Responsible for all help desk inquiries and issues involving desktop systems and applications.

•Created new user accounts in Microsoft Active Directory

•Resolved issues with Windows 7 and 10

•Provided support during a migration to Office 365.

•Configured all laptops and shipped to various locations in the US.

•Responsible for asset management and purchasing for all IT computers and peripherals.

•Sometimes worked remotely to resolve issues with VPN access and other issues that required extensive troubleshooting.

Daimler Transportation North America

November 2018 – March 2019

shopIT Analyst (Contract)

•Project position responsible for the delivery of IT services and products through the shopIT interface.

•Utilized SCCM to deliver software packages remotely.

•Coordinated with other departments for the successfull delivery of IT services and products.

Quantum Spatial Inc.

June 2018 - September 2018

Desktop Support Technician (Contract)

•Project position custom configuring Dell desktops and laptops for deployment in the field.

•Utilized SCCM to deploy software and various operating systems as required by the site locations.

•Utilized Google Docs to track both the location and status of all requested inventory.

•Installed AutoCAD on most systems.

City of Portland

August 2017 – November 2017

Desktop Support Analyst II – Bureau of Technology (Contract)

•Project position supporting the moves for all City of Portland Bureaus from the Portland Building.

•Mapped all printers in their new locations for city employees.

•Installed new desktop and networked printers.

•Removed and recycled old printers that were no longer in use.

•Configured and installed laptops and desktop computers.

•Provided second tier support for Windows 7 and Windows 10 operating systems.

•Provided technical support for all bureaus after their moves from the Portland Building to various locations throughout the city.

•Utilized Cherwell to send and receive tickets for service.

•Utilized Altiris to install software.

•Utilized Bomgar to remote into systems for troubleshooting and repairs.

First Tech Federal Credit Union

January 2017 – April 2017

Desktop Support Technician (Contract)

•Configured and installed desktop and laptop computers.

•Provided second tier technical support to internal business partners.

•Configured mobile devices to receive corporate emails in synchronization with internal accounts.

•Installed desktop equipment such as monitors and Cisco VOIP telephones.

•Maintained security protocols for server rooms at various locations.

•Oversaw desktop moves done by third party vendors.

•Utilized SCCM to install new software to remote desktop and laptop machines.

•Utilized remote tools to collaborate and triage with various departments within the agency.

•Collaborated with coworkers via WebEx for training and weekly meetings.

•Received ticket notifications and resolved them utilizing Cherwell.

•Utilized Microsoft Active Directory to create and delete new user computers and accounts.

Kaiser Permanente

May 2016 – November 2016

Virtual Support Technician (Contract)

•Provided technical support for a large scale migration from Lotus Notes to Office 365.

•Utilized MobileIron for mobile device administration to synchronize email accounts.

•Provided second tier technical support for all computer and iOS mobile device issues.

•Gave support to internal business partners over the phone and by email.

•Responsible for providing share drive access to the network by request via the Active Directory.

•Delivered software applications to workstations via SCCM as necessary.

•Supported all Microsoft Office Suite applications and triaged workstation issues to local technicians.

Washington County

November 2015 – March 2016

IT Help Desk Analyst (Contract)

•Provided technical support for the Windows 7 Operating System to internal employees.

•Responsible for connecting remote employees to the Washington County network via VPN.

•Responded to employee information technology issues by phone and by email requests daily.

•Created the evening reports to the manager with attendance and help desk request data nightly.

•Triaged issues with IT liaisons for optimal resolution as necessary.

Providence Health Systems

July 2015 – November 2015

Information Technology Service Desk Analyst (Contract)

•Responsible for the resolution of all help desk issues and for the timely dispatch of teams to resolve all other issues.

•Resolved mobile device issues within an iOS and BYOD (Bring Your Own Device) environment.

•Provided support for all Providence hospitals and clinics within the states of Oregon, Washington, California, Montana and Alaska.

•Provided technical support to external customers using My Chart accounts for clinical testing results.

•Provided technical support to external customers using My Providence accounts.

•Worked within the Active Directory to resolve password and account issues.

•Utilized ITSM to record trouble tickets, escalating to the appropriate teams when necessary for resolution.

•Supported all Microsoft Office 2010/2013 applications within an Exchange server environment as well as over 600 other applications.

•Responsible for troubleshooting and supporting Windows XP and Windows 7 operating systems for all Providence hospitals and clinics.

•Supported the synchronization of various mobile devices to the Exchange server network.

•Supported home networks for users telecommuting from home via Citrix connections.

•Resolved all Outlook 2010/2013 issues within an Exchange mail server environment.

•Provided support to all Swedish hospitals and clinics within the Providence network.

•Installed all software utilizing Microsoft SCCM to both onsite and remote clients.

Lewis and Clark College

December 2014 – April 2015

Technology Support Specialist (Contract)

•Installed, configured and repaired iMac, PCs and laptop computers.

•Installed new printers and removed the old ones for recycling.

•Provided tier 2 help desk support to faculty, staff and students.

•Repaired and updated Crestron audio/visual units within all classrooms.

•Activated data ports for internet usage from the switches.

•Resolved various boot issues within the Yosemite operating system.

•Performed workstation moves and transfers as necessary.

Legacy Health Systems Portland, Oregon

August 2014 – November 2014

Windows 7 Deployment Technician (Contract)

•Upgraded all PC workstations from Windows XP to the Windows 7 operating system.

•Scheduled upgrades with all hospital personnel including hospital administrators in a customer facing situation.

•Configured and deployed new client workstations within a large scale Windows environment.

•Collaborated with the networking team to configure ‘Workstation on Wheels’ PCs with static IPs for fetal monitoring software.

•Utilized SCCM to deploy software to client workstations while escalating service tickets to the service desk team for software not found within SCCM for immediate deployment.

•Performed workstation moves and transfers as necessary.

•Added and removed client workstations utilizing the Windows Active Directory.

IBM / StanCorp Financial Portland, Oregon

November 2011 – August 2014

Desk side Support Technician (Contract)

•Supported internal employees utilizing SCCM and an Altiris server to install software on client machines within a large scale Windows environment.

•Supported Citrix users connecting to the network remotely.

•Utilized SCCM to set the affinity between users and client machines.

•Installed all Microsoft Office Suite software up to version 2013.

•Supported internal employees by resolving various issues within Windows XP by phone and at the desk side. Most issues were resolved remotely by logging into the client machine.

•Built client workstations and laptops and loaded software to specifications.

•Deployed client workstations and laptops to all internal employees.

•Worked closely with the Asset Management team to determine the availability of all Adobe software licenses before software deployment.

•Assisted the tier 1 service desk to resolve issues at the 2nd tier level. Escalated all issues that could not be resolved by the tier 2 team to other departments.

•Recorded all events within the Impact ticketing system.

•Kept an accurate inventory of all machines in the field and in the warehouse.

•Responsible for the loaner laptop inventory.

•Migrated users from the Windows XP operating system to the Windows 7 operating system.

EDUCATION

Indiana University - Purdue University Indianapolis

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