Support Specialist Desktop

Harold A. Justice

404-***-**** ********@*****.***

Objective

To incorporate my technical abilities and passion for impeccable customer service with a stable company with a vision and a plan to make that vision a reality.

Experience Summary

Certified Information Technology Helpdesk and Desktop Support Analyst. Customer-orientated team player with excellent verbal and written skills.

Experience

February 2019-February 2023

Gables Residential

Senior Helpdesk Analyst and Desktop Support Administrator Atlanta, GA

My role was to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests.

I maintained a 97% or higher customer satisfaction rating in Zendesk.

Resolve c 20 or more tickets per a week on average.

Lead numerous Atlanta and DC projects: OneDrive upgrade, Office O365 upgrade, Bitlocker Compliance, End of Life hardware upgrades, Adobe Acrobat DC Pro Corporate License upgrades

Inventory maintenance using Asset Panda and Active Directory

Remote support tools: Team Viewer, Ninja, and Cisco Meraki for MDM services

Property Support: Onsite hardware and software support WAP and Firewall Administration

January 2018-January 2019 (1-year contract)

The Coca-Cola Company

Senior Business Analyst - Windows 10 upgrade Atlanta, GA

Gather intelligence from corporate executives and middle managers about needs and future growth

Partner with application directors and creators to ensure each project meets a specific need and resolves successfully

Assigned responsibility for project tasks and ensured they are completed in a timely fashion

Evaluate, test, and recommend new opportunities for enhancing our software, hardware, and IT processes

Design and execute A/B testing procedures to extract data from test runs

Evaluate and conclude data related to customer behavior

Consult with the executive team and the IT department on the newest technology and its implications in the industry

Created SQL database quires to extract and update priority lists using MySQL.

Amazon Web Services Administrator, responsible for setting up and managing AWS access.

Windows 7/8 to Windows 10 Upgrade: Data migration and recovery expert.

Experienced administration of Active Directory, SCCM, and Service Now applications.

Experienced in ITIL v3 best practices for asset management.

May 2010-Feb 2017

Siemens/The Coca-Cola Company

Business Analyst and Field IT Support Specialist Atlanta, GA

Multiple positions held: Started as an IMAC/Refresh project technician and later was promoted to the project leader for special projects.

Business Analyst serves as the main point of contact for all warranty-related services for CCNA.

Field Support Technician with Windows XP, Windows 7, Windows 8, and Windows 10 experience: Installation, Setup Profile Migration, Data Backup and Recovery, Trouble Shooting, Upgrades, Remote Support

End users support using ServiceNow IT Support ticketing system

2 years as Project Leader: supporting and configuring Microsoft Surface Pro3 and Pro4 systems

2 years Process Manager of Windows ToGo Project (configure, setup, troubleshoot, deploy, and instruction)

Asset management/Lenovo warranty specialist working closely with technology vendors to ensure compliance.

May 2009- 2010

Siemens/Lexmark

Field Support Technician I/ Business Analyst I Atlanta, GA

Field Installer of Lexmark printer for several of Siemens clients within the Atlanta Metro region

Installing Lexmark Brand business class printers for (BB&T bank, Price Waterhouse Coopers, Bank of North Georgia, and the FAA)

Analyzed tickets assigned to my team, submitted by users based on business needs.

Served as liaison between end users and upper management

IT Support for upgrade project from Windows XP to Windows 7

Also provided Lexmark printer support to users

April 2009- 2010 (Contractor)

James Walker and Associates

Senior IT Administrator Atlanta, GA

Project Manager for Company-Wide Computer upgrade project. Configured and deployed servers and new Laptops for Sales Reps.

Setup Secure Remote Links to satellite locations

POP/Mail Account setup for a non-Exchange environment

Website Design and User Group setup

Help Desk Support and Systems Administration

Asset Management

Esquire Solutions, Alexander Gallo Holdings Atlanta, GA

March 2007- December 2007 (Contractor) - December 2007- March 2009

Senior IT Support Specialist/Systems Administrator

Project Management, Remote Desktop Support, Windows XP Desktop, Local and Remote Help Desk support,

Experience assisting in the Atlanta-based Data Center upgrading and doing firmware upgrades on the HP SAN and DELL Application Servers.

Blackberry Enterprise Server Administrator. Senior Verizon Wireless Administrator.

Windows Active Directory Administrator and Acclaim Solaria Database Administrator

Level III helpdesk support for the local and remote user base.

SQL Database Administration

August 2006- March 2007

Level II Desktop Support Technician,

Active Directory and Blackberry Technician

TEK Systems/QSS/CDC Atlanta, GA

I supported three buildings with over 1500 users in each. My daily duties included troubleshooting and configuring MS Outlook and Blackberry Devices with the BES Server 4.0.

Face-to-face support for all users both VIP and Non-VIP.

I also made daily updates to all my tickets using Peregrine.

October 2002 –August 2006

Level II Help Desk /Desktop Support Technician IBM Milpitas, CA

LifeScan (Johnson & Johnson)-Responsible for Systems Setup and Data Transfers

LAM Research- Lead Day Time Technician Responsible for Systems Setup and Data Transfers My SQL Database setup and queries.

Lifescan (Johnson & Johnson)-Windows Desktop Help Desk support, SMS, Remedy IT Support Ticketing systems updates.

Knowledge Base

Windows 2000 Professional/Server. Windows XP Professional –Windows 10

Microsoft Office O365 suite of products (MS AZURE, MS Exchange included)

Surface Pro3, Windows ToGo Sticks, Mobile Device Management, ITILv2, and ITILv3

Remote and Onsite support expert

Skills Sets

Excellent written, verbal and interpersonal skills

Ability to work under pressure and partake in multiple tasks simultaneously

Able to determine priorities and appropriate escalation

Strong Systems Support/Troubleshooting skills, logical and analytical process thinking

SQL Database Administration

AWS Administration

Attitude/Work Ethics

Client-focused, Motivated, Dedicated, Responsible, and Team Player

Education

1990 Thomas Downey High School

1990-1993 Prairie View A&M University: BS Computer Science

Major: Computer Science, Minor: Marketing

1995 Modesto Junior College: HTML Course Certification

1997 CompTIA A+ Certification

1998 Cisco Certified Network Administrator Certificate

2000 Microsoft Certified Practitioner (MCP)

2006 Qualcomm Certified Mobility Administrator

2015 CompTIA Mobility+ Certification course completion

2019 AWS-Amazon Web Services practitioner course (in progress)

2022 HDI Certification

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