Desktop Support

DATARRA M. DARDEN

IT SUPPORT TECHNICIAN II IT ASSET MANAGEMENT

347-***-**** *******.*.*@*****.*** Atlanta, Georgia Talented, personable, highly motivated professional with 8+ years of combined experience in both corporate and non-profit settings. Outstanding inventory management, scheduling, leadership and planning skills. Track record of working with confidential and sensitive information with discretion and respect. Articulate communicator, trainable, and able to work and interact with all levels of personnel and clients professionally, including C-level executives. Eager to take on new challenges in vast areas of the IT field, leveraging diverse experience to drive productive and efficient support in daily business operations.

PROFESSIONAL EXPERIENCE

Maxim Healthcare Services via Alta IT Services

IT Asset Management Administrator I- Columbia, MD 05/2022-12/2022 Processed requests for IT hardware and assisted with the deployment to our user community, including packaging equipment for outgoing shipments and tracking hardware location changes, ensuring accurate accounting of assets.

Processed incoming shipments of IT equipment and maintained organization of inventory storage rooms. Ensure the proper tracking of IT asset inventory levels by conducting audits and physical inventories. Coordinated the return(reclaim) or pick-up of excess IT hardware in branch offices, and the disposal of retired assets.

Processed new software/hardware/asset requests in ServiceNow ticketing system Generated management reporting capturing hardware and software metrics, including contract compliance levels.

T. Rowe Price via Experis

Tech Support Hardware Operations -Asset Management Owings Mills, MD 04/2021-05/2022 In charge of keeping record of all assets: deployed, maintained, upgraded, monitored, and disposed of in ServiceNow and Excel

Received all IT equipment in Coupa

Configured 5070 Wyse thin clients with operating system for remote and internal employees for virtual machine access.

Assist in the software and hardware life cycle management processes including research, packaging, &, quality assurance.

Deployment preparation (erasing Dell PC hard drives using ToughTest floppy, removing RAM, spreadsheet to record all erased PCs) for all assets every quarter Lead physical inventories of all companies IT assets in Owings Mills and Downtown Baltimore QUEST DIAGNOSTICS via TekSystems

FIELD IMPLEMENTATION TECHNICIAN II- Baltimore, MD and DMV areas 10/2020-04/2021 Assists external clients with implementation of technical systems, software and hardware solutions Image HP and Lenovo machines with Windows10 through usb thumb drive Evaluate needs of client through Astea ticketing system Asset management & physical inventory daily and weekly through Astea and excel spreadsheets Shipping and disposing of assets

Full bundle installs and deinstalls of client equipment (DYMO label printers, HP/OKI printers, Zebra label Printers, Lenovo monitors/laptops/desktop minis, HP Elitedesks, ePad Writer, hubs, wireless access points, iPad, Mood devices)

Tests and troubleshoot computer/network related issues remotely and onsite ALLSAINTS

INVENTORY MANAGER/In-Store IT POS Support-NYC 09/2018-3/2020 Point of contact for fixing any IT related software or hardware issues Use of DOS to fix instore DELL pc related issues

Documentation of each ticket after issues were solved Commissioning/decommissioning old equipment (dymo label printers, pos systems, chrome box routers, etc.)

Responsible for ensuring tasks are actioned on time, inventory levels maintained, stock intake is processed and organized, replenishment is pulled and, on the sales floor, every 15 minutes, and that digital stock orders are processed before a 30 minute time period and shipped out to clients ensuring not to miss any SLAs

WEIGHT WATCHERS INTERNATIONAL

DESKTOP SUPPORT TECHNICAN II-NYC 06/2014-01/2016 Provided face to face, phone, email, and remote support to end-users promptly and professionally Ensured all requests for services and incidents are logged/updated, addressed/resolved and escalated as necessary using ServiceNow ticketing system

Performed basic installation and troubleshooting of computer and associated operating systems (Windows XP/7, OS)

Installed, diagnosed, repaired, maintained, and upgraded all PC software, hardware, and equipment, to ensure optimal workstation performance for all levels of users (Dell, HP, Compaq, Lenovo, Apple equip) On & Off boarding of end users via Active Directory, Active Directory Group Policy and profile management

Performed Windows 7 deployments and imaging via usb using SCCM & GHOST software Asset/Inventory Management: managed, maintained, updated, and oversaw keeping track of all equipment inventory for all employees in Microsoft Excel spreadsheets, Commissioning/decommissioning old equipment

Maintained a high degree of customer service (1000+) for all support queries and adhered to all service management principles

PREVIOUS EXPERIENCE

Henry Street Settlement: Desktop Support Tech II Intern- Nov 2013-Dec 2013 Interface Computer Communications Field Technician II Jan 2016-Jun 2016 EDUCATION & TECHNICAL PROFICIENCIES

Monroe College: Associate’s degree in Computer Information Systems, 12/2008 NOW Learning: ServiceNOW Certified Administrator Certification Course 12/2022-present SKILLS

Asset/Inventory Management, customer service, detailed oriented, leadership Field, POS & Help Desk Level II/Executive Level Support/Break-fix Staff Training & Management, Team Leadership

Windows 7/10 support, OS imaging, hardware/software upgrades, administration, hardware/software/networking troubleshooting, data & equipment migrations Active Directory

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