Support Specialist Help Desk
Resume:
David Stoll
*-*****@*******.***
Professional Summary
Experienced and knowledgeable Information Technology Professional with a strong work ethic seeking to contribute training and acquired skills within a technical support role. I work well independently, or in a group providing all aspects of technical support such as troubleshooting, installations, and maintenance. I possess an in- depth knowledge and understanding of numerous software packages, operating systems, network technologies, and security tools. Skilled in providing technical support while identifying and resolving simple to complex issues and concerns. Great at demonstrating excellent communication capabilities, analytical skills, and dedication to problem resolutions.
Core Qualifications
Highly adept in systems analysis, diagnostics, troubleshooting, and conflict resolution.
Customer service oriented with great communication and interpersonal skills
Analytical and diagnostic skills
Project management and leadership experience
In depth knowledge of operating systems, network technologies, security tool, and software platforms
Specialized skills in hardware diagnostics and repair
Quality assurance motivated
Excellent communication skills and the ability to work with users of all skill levels
Familiar with multiple Electronic Medical Records (EMR) systems Work Experience
Homeowners Financial Group - 5/2022 – 2/2023
Level 2 Help Desk Technician
• Create, maintain, and monitor active Help Desk tickets via email, Teams, or by phone.
• Worked in the Microsoft Office 365 Exchange admin center to manage user's mailboxes, distributions lists, message traces, email forwarding, grant mailbox access, etc.
• Managed Microsoft Teams phone numbers, groups, and channels via the Microsoft Office 365 Teams admin center.
• Worked in a Microsoft Azure Active Directory (AAD) and Microsoft Active Directory Domain Services
(AD) mixed environment.
• Created, closed out, and managed accounts/websites used by Loan Officers, Licensed Mortgage Professionals, and their assistance.
• Worked with the Encompass/Mortgage Support team to diagnose, troubleshoot, and resolve issues with the Encompass Loan Operating System (LOS) installation in a Windows 10 environment.
• Assisted users with setting up Microsoft Office 365 applications on both Android and Apple devices.
• Managed 2 forms of Multi-factor Authentication (MFA) and assisted user with getting them setup.
• Assisted training other techs in tasks they were unfamiliar with.
• Monitored new hires and assisted them with getting everything the needed IT wise setup. For example, setting up their multi-factor authentication, VPN connectivity, Outlook profile setup, printers, and anything else they may need.
• Assist with documentation creation for the Help Desk knowledge base. Healthchoice Arizona (Blue Cross Blue Shield) - 4/2016 – 3/2022 Jr. System Admin & Lead Technical Support Specialist
Create, maintain, and monitor active tickets via calls to the Help Desk or submitted through the online portal.
Conduct initial research, analyze information, develop procedures, evaluate results, and implement solutions to existing problems.
Ensure the department leverages internal tools and applications effectively.
Administration of a Microsoft Windows domain setting.
Provide technical support for users with the configuration and use of a wide range of software platforms, tools, and EMR (Electronic Medical Records) systems.
Maintain the AV equipment and software in conference rooms while working with users to set up meetings and conference calls.
Experience with installing and troubleshooting multiple operating systems, network technologies, security tools, hardware, and a wide range of software programs.
Lead technician for the HCA Help Desk, train new techs, integrate new technical solutions, and manage the daily operations within the Help Desk.
Experience with management of small to medium projects.
Asset management and of IT hardware and acted as the main point of contact for the Tampa office before it was closed down.
Managed the merger of Healthchoice Arizona, Healthchoice Utah, Humana, and Steward Health Care over the course of about a year. The project presented unique challenges, restrictions, and an overall demanding work environment.
Managed the DUO Multi-Factor Authentication application. Insight Global (Express Scripts) - 10/2015 – 4/2016 Senior Deployment Technician, Local Project Manager, and Decommission Specialist
Worked with other technicians and project managers across the country to ensure project goals, deadlines, and needs were met throughout the multi-phase multi-state deployment.
Trained technicians in the process of imaging and configuration of Windows systems in a corporate environment, different methods of troubleshooting both hardware and software, data preservation methods, and remote troubleshooting policies an procedures.
Built and configured systems for users based on their job function and departmental needs.
Provided support for users in migration of their Windows profiles as well as their data to their new systems.
Managed assets coming & going to the Tampa office from the sites across the country
Performed hardware troubleshooting of systems and repaired as needed in order to keep them in service as well as updating them to current performance standards.
Worked with the Express Scripts IT team and managed contractors in the decommissioning of the Net Park location in Tampa Florida.
Responsible for management, organization, and preparation of hardware from the decommissioned site for recycling, sale, and shipment to other locations.
Assisted the Express Scripts IT team in the transition and movement to a new location as well as getting all the hardware and network equipment setup.
Tata Consultancy Services (PwC Contract) - 5/2015 – 9/2015 US IT Deskside Support Specialist
Management of systems on a daily basis that came into or left the office, were shipped off site, or needed repair.
Built and configured systems for new hires and employees.
Taught new hire classes and acted as a new hire advocate for PwC during the on boarding process.
Performed daily tasks such as system repairs, re-imaging, malware removal, new system builds, updating databases, and software as well as hardware troubleshooting
Worked on a strategy & acquisition project that involved building new systems for all employees of the acquired firm, putting together the needed peripherals, packaging the systems for shipment, tracking the new & old systems, and updated the inventory database as systems were issued or returned.
Created a daily report on the projects progress, any issues come up, etc.
Building, issuing, and tracking of new and old systems for a internal onsite system refresh project.
Created, maintained, and monitored active Service Desk tickets.
Maintained active warranty repairs and documentation for the Lenovo laptops that needed to be shipped out for repair.
Maintained the audio & visual equipment of conference rooms and worked with the vendors when needed.
Maintained and monitored production floor equipment daily.
Worked the Service Desk window where customers would come up with their questions, technical issues, software errors, or failed hardware.
SON Technology (Wellcare Contract) - 10/2014 – 2/2015 Technical Engineer
Maintained inventory of compliant and non-compliant systems throughout the deployment project.
Scheduling and coordination with users for replacement of non-compliant systems.
Submitted a report daily on the projects progress, any issues come up, etc.
Provided software support and troubleshooting on new compliant systems with users of all technical levels.
Provided assistance to users in regards to the migration of their Windows profiles, transfer of needed data, and setup/configuration of programs.
Maintained inventory and tracking of assets through out the deployment project.
Built and configured systems for users based on their job function and departmental needs.
Tasks included imaging systems, configuring of the operating system, and installation of company software.
Dept Of Veterans Affairs (Dell Contract) - 5/2014 – 8/2014 Technician Lead
Accountable and responsible for the Tampa teams part in a nationwide project of the deployment of Dell desktops in 1200 Veteran Affair hospitals and locations across the country.
Provided leadership as a Dell L4 Tech for the central Florida re-fresh project.
Tasks included imaging, configuring, and installation of Dell systems at Department of Veterans Affairs Hospitals and clinics throughout central Florida.
Trained technicians in the process of imaging and configuration of Windows systems, migration of Windows profiles, transfer of user’s data, OS encryption methods, and basic troubleshooting skills.
Managed new assets that will be deployed as well as the old hardware and systems no longer needed
Experienced in meeting team installation goals, daily work order entry, and end of day certifications.
Maintained inventory control, direct Dell reporting, VA site IT department communications, scheduling coordination, support tech oversight, and time approval responsibility. Stream Global Services - 9/2012 – 4/2014
Dell Pro-Support Professional
Provided customers, IT professionals, and Help Desk agents with remote troubleshooting of hardware, software, and operating systems ranging from Windows XP to Windows 8 and Ubuntu across 40+ types of Dell branded systems.
Assisted with installation, configuration, and connectivity of desktops, laptops and tablets via chat, phone, email, and remote support based methods.
Troubleshooting, installation, and configuration of needed software programs.
Able to recognize customer’s technical ability and modify communication delivery skills accordingly while ensuring a resolution within the fastest allowable time frame.
Supported customers and clients who experienced technical issues on a per case to case basis via phone, email, chat, and remote support until a resolution was found.
Conduct initial research and documentation of calls and support tickets.
Analyze information and evaluate results to ensure appropriate resolutions to user’s issues.
Developed great time management skills in a very busy fast pace environment. Education
ITT Technical Institute 2014
Bachelors of Science in Information Systems and Cyber Security ITT Technical Institute 2011
Associates Degree in Computer Network Systems
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