It Support Desk Technician

Gavin Ramstead IT Professional

Auburn, Washington 206-***-**** *****.********@*****.***

IT Support Lifelong Learner Troubleshooter Hardware Support QUALIFICATION SUMMARY

Experienced support professional with over 20 years of experience across multiple industries and environments. Seeking to find new challenges and more opportunities to learn new skills to augment my current skill set

.

KEY SKILLS

Troubleshooting Communication Network

Support Techniques Documentation Security

Customer Service Windows/Mac support Account Provisioning RELEVANT PROFESSIONAL EXPERIENCE

IT Support Analyst 10//2021-03/2023

Fuel Talent - Qualtrics Seattle, WA

Worked as primary source for IT support for the Seattle office location. Supported both user issues and conference rooms on multiple floors.

• Was part of a diverse and distributed team working to support a growing user base

• Deployed hardware to users as needed and provided lifecycle upgrades

• Supported Users with both Apple and PC hardware, in person and remote

• Worked On-Call rotations to help keep metrics within SLA

• Assisted and maintained Zoom rooms at multiple locations

• Created a mobile cart solution to allow for better experience for presenters

• Managed inventory and internal assets for return to office process IT Support Engineer 07/2018-06/2021

Unity Technologies Bellevue, WA

Supported the Bellevue office for all IT related issues. Supported a diverse workforce with both primary hardware and facility hardware (Zoom conference systems)

● Worked as part of a global support team focused on resolving issues within SLA

● Deployed hardware to users as needed and provided lifecycle upgrades

● Assisted with both Windows and Macintosh support via Zoom Support meetings

● Tracked inventory for hardware and accessories as needed for deployment

● Assisted with out of spec hardware requests and PO purchases

● Worked within G-suite, Okta, Duo, and various other Admin consoles to assist users

● Assisted with the Bellevue office move and launch, prepping for users and getting systems up and running

● Supported and deployed Zoom conference rooms and room control panels IT Helpdesk Specialist 2 07/2012 - 06/2018

Coinstar Bellevue, WA

Worked as a solid team member to support a user base of variable technical experiences. Continued track record of excellence through various changes within the company.

● Supported users in a high-volume customer-centric service desk environment

● Assisted large user base via both remote access and phone-only capacities

● Supported users of varying skill levels in a diverse environment

● Created and maintained knowledge base articles pertaining to a variety of support topics

● Used BMC Remedy and Jira IT support software suites

● Provisioned and terminated accounts in Active Directory and Exchange for the enterprise

● Tracked and provisioned RSA hardware and software tokens for secure remote access

● Trained incoming technicians in the policies and procedures needed to perform successfully

● Maintained logs for reporting purposes of terminated employees for documentation of date and time access removed for sensitive systems

● Researched and spec’d out hardware for lifecycle hardware upgrades. IT Service Desk Technician 02/2009 - 06/2012

Valley Medical Center Renton, WA

Helped build a KB database for future team members. Working within the team to support a high-stress and time sensitive facility outcome. .

● Supported users on a help desk covering multiple locations

● Assisted in process development for the service desk during initial launch

● Assisted users with network printer problems, break/fix, and account access issues

● Composed documentation and added to the knowledge base references

● Worked with the Numera Footprints trouble ticket software

● Worked within Active Directory accounts and deployed packages with SCCM

● Supported multiple software titles with a variety of users ADDITIONAL EXPERIENCE

IT Support 05/2008 - 01/2009

Dodd Business Solutions Redmond, WA

• Assisted users on the phone and face to face

• Managed networked printers and imaging devices

• Configured and deployed Server 2008 and Exchange 2007

• Trained users in Microsoft applications and SharePoint

• Managed users using Active Directory

• Cabled new offices to patch panels

MIS Support Engineer 11/2007 - 05/2008

Hartung Glass Industries Tukwila, WA

● Supported users on a widespread network using RDP and VNC

● Instituted inventory-tracking software and ticket-tracking software for trouble tickets

● Assisted users on the phone and face to face on various software titles

● Managed networked printers and other resources

CERTIFICATIONS

CompTIA A+ - July 2014

CompTIA Network+ - June 2015

CompTIA Security+ - February 2016

CompTIA Project + - May 2016

CIW Certified Internet Web Professional - May 2014 CIW Web Design Specialist - November 2014

Microsoft Tech Associate: Windows Operating Systems - December 2014 Microsoft Tech Associate: Windows Server Administration - January 2015 EDUCATION

Associates in Sciences, Information Technology 06/2006 Tacoma Community College Tacoma, WA

Contact this candidate