Experience

Blue Cross Blue Shield of south carolina

****-*******

Workstation Support Analyst

• Responsible for configuring, installing, and maintaining desktop software and hardware

• Provide technical support and guidance to users

• Monitor/update dispatch system and work incoming tickets as assigned

• Provide troubleshooting, technical support and development of end-user guidelines

• Configure, installs, monitors, and maintains IT users' workstation software and hardware

• Ensure proper backing up of data from user workstations and that tools and equipment are licensed and approved by IS purchasing

• Ensure proper configuration and adherence to security configurations and settings

• Test, troubleshoot, maintain, modify, validate and document application packages

• Document configurations and standards so that colleagues can reference similar issues and improve resolution time

• Assist other departments as needed to resolve issues

Perform administrative task such as reporting, ordering replacement parts, and tracking status/inventory of items

• Knowledge in rumba, Active Directory, SCCM Client Center, Psexec, BigFix Console, ConnectWise, Citrix, AnyConnect, IBM Control Desk (ICD), Bigfix Console, C2 Clearance, Print Management, etc.

TTEC, Blythewood, SC

2019-2020

Desktop Support Technician (Tier 2/3)

• Install, configure, maintain and troubleshoot PC hardware and software and provide user level technical support on applications and off the shelf Microsoft products. (Over 800 systems in call center environment.)

• Deployment of Desktops and Laptops systems.

• Follow stepped procedures for a variety of repetitive upgrade situations.

• Perform administrative functions and inventory control as required. (AD Manager, ServiceNow (SNOW), RSA Console, SCCM)

• Monitor trouble tickets system and respond to all trouble reports within established goals.

• Keep the Desktop Support Senior Technician informed of all changes, hardware and software failures, and operational issues.

cOMPUTER eXCHANGE inc, augusta, ga

2005-2019

Lead Technician

• Custom build workstations, gaming systems and servers

• Deployment of servers and workstations

• Maintain store network and computer systems.

• Repair and Service Desktop and Laptop systems.

• Setup telephone, network and wireless service

• Data recovery service

• Manage online purchases and eBay sales.

• Setup and repair RAID.

4T’s computer inc, augusta, ga

1997-2005

Store manager

• Train technicians in software and Hardware.

• Implemented new sale ideas and revise service contract.

• Track Accounts Receivable, and mail late notice.

• Generated estimates for service and parts bid.

• Handle daily close-out report and deposit.

• Handle customer complaints.

• Manage service contract with commercial businesses.

• Repair desktop and Laptop systems

• Installation of Windows based operating systems.

• Deployment of servers and workstations

United states army, fort bragg, nc

1987-1992

Nuclear, Biological, and Chemical NCO

• Train unit personnel in NBC Defense procedures.

• Advise the Unit Commander in NBC matters.

• Schedule and arrange unit training.

• Maintain contingency stock and equipment.

• Make arrangement with support elements for training aids and equipment.

Education

Aiken Technical college, aiken, sc

Associates in Automotive Technology

CERTIFICATIONS

A + Certification

IBM Certified Warranty Technician.

CID clearance

REFERENCES

jOHN LUTHER, COMPUTER EXCHANGE OWNER

706-***-****

BARBARA STRONG, ESTRONG SOLUTIONS OWNER

404-***-****

richard colclough, richmond county commissioner (retired)

706-***-****

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