Desktop Support It Technician
Resume:
Mark A. Porter
Current Location – Indianapolis, IN
Availability to start: 2 Week Notice
Telephonic Interview Availability: 24 Hours of prior notice (Any time after 1 PM)
EXPERIENCE WITH TOP SKILLS REQUIRED
●Mark has 15+ years of experience working as IT Technician in break-fix, troubleshooting for Printers and Desktop.
●Repaired and replaced Dell, HP printer, laptops and desktops.
●Install, support and maintain computer desktop, laptops, printers, and related hardware
●Document, track and monitor tickets in ServiceNow and meet SLA requirements resolution while providing excellent case notes
●Experience with PC Hardware troubleshooting (HP, Dell, and Lenovo)
●Downloaded drivers and set up shared printers on the servers for users.
●Tracking tickets in Service Now
●Use PC configuration management tools to perform basic system administration adding workstations to the domain
SKILLS
●Mobile Iron
●Remote Desktop Support
●Manage incoming and outgoing assets
●Project Management
●Laptop/Desktop Support
●Software Support
●SSCM, OneDrive, and SharePoint
●Networking
●Office 365
●Active Directory
●Operation system Windows XP, 7,10
●Smartphone Support
●Supporting printer Desktop/multifunction
●MacBook support
PROFESSIONAL WORK EXPERIENCE
Roche Indianapolis, IN 10/2020-07/2022
IT Tech
●Image Computers windows 10 for new hires and replacement
●Adding and removing user in active directory
●Repaired and replaced Dell, HP printer, laptops and desktops macbooks
●Asset management
●Downloaded drivers and set up shared printers on the servers for users.
●Install cellular card, hard drives, and memory cards
●Tracking tickets in Service Now
●Install software image MacBook’s add to network
●Active directory
DBISPLLC Indianapolis, IN 03/2019- 10/2020
IT Technician
●Asset Management
●Windows 10 Imaging
●Install and configure office 365
●Network Monitoring
●Adding and removing the user in Active directory
●Troubleshooting HP, Dell, and MAC devices
●Use PC configuration management tools to perform basic system administration adding workstations to the domain
●Install, support and maintain computer desktop, laptops, printers, and related hardware
●Excellent Customer services
●Project Management
●Able to Multitask
●Setup and user with email and passwords
Ascension Health- Indianapolis, IN 08/2016-11/2018
IT Specialist
●Excellent verbal and written communication
●Remote Support on Desktop, Laptop, Cellphone, and Tablets
●Asset Management
●Document, track and monitor tickets in ServiceNow and meet SLA requirements resolution while providing excellent case notes
●Respond to queries either in person or over the phone
●Ability to communicate technical information to non-technical personnel
●Knowledge of servers, network drivers and system monitoring tools
●Success working in cross functional teams and the ability to work as part of a virtual team
●Experience with PC Hardware troubleshooting (HP, Dell, and Lenovo)
●Use PC configuration management tools to perform basic system administration adding workstations to the domain
●Desktop and laptop migration
●Windows 10 Imaging
●Installed cisco switches and routers
●Setup user, disable, and reset passwords in Active directory
●Install and configure office 365
●Manage escalation procedures to ensure ultimate service levels are maintained
HCL-Indianapolis, IN 04/2015- 08/2016
Field Support Trainer
●Strong customer service orientation
●Preform Data recovery
●Excellent verbal and written communication
●Desktop and Laptop Imaging PEX
●Asset Management
●Escalate complex problem to appropriate support specialists
●Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
●Document, track and monitor problems to ensure timely resolution while providing excellent case notes
●Assist with regular and ongoing compliance audit review related to entitlement, logs, and security and analyze the results to determine as well as document compliance status
●Run diagnostic programs to resolve problems
●Project Management
●Provide support for all IT related projects and implementations
●Basic experience in provisioning and managing user access in Active Directory.
●Basic Knowledge of network hierarchy and support requirements
Dell-Indianapolis, IN 10/2013- 04/2015
Lead PC Technician
●Ability to install, support and maintain computer desktop, laptops, printers, and related hardware
●Analyze and resolve customized software program issues in a timely and accurate fashion
●Managed large projects
●Utilize McAfee to provide specific vulnerability support for all devices
●Ensure all ServiceNow open tickets requiring follow-up work are resolved
●Knowledge of servers, network drivers
●Ability to work independently and on a team
●Laptop and desktop Support
●Respond to queries either in person or over the phone
●Maintain and track all IT inventory assets are moved
●Managed 6-7 team members and system monitoring tools
●Ability to communicate technical information to non-technical personnel
●Receive, prioritize and document end-user issues
●Executive upgrade for Win 7 Project
●Install Windows 7/XP
Peak Organization/Anthem-Indianapolis, IN 11/2009- 10/2013
PC Technician
●Performing asset inventory activities
●Trains and staff on use of hardware and software
●Ability to work in a project-base environment
●Performs upgrades on systems to ensure longevity
●Software Support
●Patch review, locate workstation and servers within inventory
●Tivoli Ticketing System
●Blackberry Support
●Reimaging computers/hard drives, backing up and restoring setting and associated systems
●Desktop/Laptop replacement
EDUCATION
●Kelsey Jenny College San Diego, CA 01/993- 05/1995, Associate of Applied Science in Accounting
●GPA: 3.0
●Course Work includes: Introduction to Accounting, Financial and Managerial Accounting, Intermediate Accounting, Cost Accounting, Introduction to
●Business, Economics, and Introduction to Computers.
●Ivy Tech Community College Indianapolis, IN
●Relevant Course Workincludes: Windows Client Operating System, Windows Network Operating System, Micro Operating System, Network
●Fundamentals, A+ Essentials, and A+ IT Technician
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