Support Specialist Desk Technician
Resume:
SKILLS SUMMARY
Extensive Knowledge of service desk and helpdesk procedures, implementation, diagnostic and troubleshooting
In-depth knowledge of large relational databases and a good grasp of SQL and Stored Procedures
Remarkable ability to process computer data and to format and generate reports
Excellent algorithmic skills and experience applying design patterns to both new and existing code
Ability to write technical instructions in the use of programs and program modifications
Ability to investigate and analyze information and to draw conclusions
Excellent written and verbal communication skills
Outstanding analytical and troubleshooting skills
Strong project management skills
Experienced in full life-cycle enterprise software development, from the analysis and requirements
stages through implementation and maintenance.
Works well with management and the user community while setting reasonable goals and manageable
expectations.
Successfully led, trained and created policy for a team of IT technical staff members
TECHNICAL SKILLS
Hardware: Desktop PCs: Microsoft Windows based, Apple MAC, Linux based * Cisco routers 1720, 3840 * Microsoft Windows PDAs, and Palm PDAs, Android Operating System, Apple iOS, MacBook Pro
Operating Systems: Windows 10, Windows 2012 Server, Windows 2012 R2 Server, Windows 2008 R2 Server, Windows 2003 Server, Windows 2000, Windows 2000 Server, Windows 8, Windows 8.1, MacOS, Windows 7, Windows XP and Windows Vista (Beta Tester) and all earlier Microsoft Operating Systems, Kubuntu Linux, Red Hat Linux, OpenSuse Linux, LinuxMint, Debian, CentOS
Software Packages: LibreOffice, Microsoft Office Suites, Microsoft Exchange, Microsoft Office 365,Lotus SmartSuite, WordPerfect Suite, Corel Office Suite, Novell Office Suite, Dbase III+/IV, Paradox, Office 365
Programming Languages: Delphi, Pascal, Basic, Visual Basic, C#, C, C++, COBOL
Networking: DNS, TCPIP, DHCP, RSA SecurID Multi Factor Authentication, Authanvil Security,
Active Directory Security and Profiles, Group Policy Creation and Implementation, Duo MultiFunction
Authentication, Microsoft Multi Factor Authentication
Web Application: Adobe Dreamweaver, Adobe Flash, Microsoft Frontpage, IIS, Apache
Database Applications: Microsoft SQL 2012, Microsoft SQL 2008, and earlier versions, OpenPal, MySQL, Stored Procedures and Queries,
Virtualization: Hyper-V, VirtualBox, VMware Workstation, VMWare Fusion
CERTIFICATIONS
Cinedign Certified Installation Technician
CSSA: Certified Sonicwall Security Administrator
EDUCATION
Full Sail University – Associates Degree in Mobile Development
Bachelor of Science, Game Design, CurrentlyEnrolled
PROFESSIONAL EXPERIENCE
IT Technician – City of Kansas City (Contract Position) 11/22-04/23
Coordinate technical support for users throughout the company.
Responsible for the day to day performance and operation of both PC and LAN hardware and software
Supervise installation of hardware and software.
Troubleshoot problems with network functions.
Upgrade and adapt existing systems as necessary.
Configure and maintain networked hardware.
Work with users to understand requirements.
Produce training materials for non-technical users.
Recommend changes and updates in technology use.
Analyze user data to identify areas for further improvement in IT services.
Provide support for windows 10 and windows 7 enterprise laptops and desktops
Adobe administration
Office 365 troubleshooting
Adhere to company SLA and resolve trouble issues in a timely manner
Mentor and train tier 1 associates
Site Manager, KCI Airport Construction Project – SITA Aero (Contract Position) 08/21-11/22
Coordinate vendor duties and responsibilities
Be the onsite representative to the company
Make sure that all questions by other contract companies and vendors are answered in a timely manner
Take part in meetings to verify the site needs, the company needs as well as any other contractor needs that need to be addressed
Review site plans and drawings for errors, additions that need made, or changes that are requested from vendors and other contract companies
Test computer and display equipment. Make sure that the inventory is consistent with what is ordered for our scope of work on the site.
Technical Support Engineer Landmark Health 01/21- 08/21
Deliver superior enterprise level client service through professional, comprehensive, and timely
communication for incidents and requests for change.
Provide timely response, escalation, and resolution to promote the rapid restoration of services for all
incidents
Provide methodical and successful execution of client change requests
Troubleshooting and sustaining/improving managed service IP network capabilities through the
use of various monitoring tools and applications
Windows 10 and 7 enterprise laptops and desktops, as well as Mac Laptops
Office 365 troubleshooting, setup and administration
Logs, accurately tracks and documents all work within ticketing system
Adhere to company SLA and resolve trouble issues in a timely manner
Upgrade and adapt existing systems as necessary.
Coordinate technical support for Clients.
Supervise installation of hardware and software.
Troubleshoot problems with network functions.
Upgrade and adapt existing systems as necessary.
Configure and maintain networked hardware.
Work with users to understand requirements.
Produce training materials for non-technical users.
Recommend changes and updates in technology use.
Analyze user data to identify areas for further improvement in IT services.
Imaging new computer systems via SCCM
Senior Technical Support Engineer – Blue Tree Technology (Contract Position) 09/19-03/20
Deliver superior enterprise level client service through professional, comprehensive, and timely communication for incidents and requests for change.
Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
Provide methodical and successful execution of client change requests
Troubleshooting and sustaining/improving managed service IP network capabilities through the use of various monitoring tools and applications
Windows 10 and 7 enterprise laptops and desktops, as well as Mac Laptops
Office 365 troubleshooting, setup and administration
Logs, accurately tracks and documents all work within ticketing system
Adhere to company SLA and resolve trouble issues in a timely manner
Upgrade and adapt existing systems as necessary.
Coordinate technical support for Clients.
Supervise installation of hardware and software.
Troubleshoot problems with network functions.
Upgrade and adapt existing systems as necessary.
Configure and maintain networked hardware.
Work with users to understand requirements.
Produce training materials for non-technical users.
Recommend changes and updates in technology use.
Analyze user data to identify areas for further improvement in IT services.
Provide support for Microsoft Server 2012, 2016, and 2019
Setup Hyper-V systems for clients
Technical Support Engineer III – IBM 04/19 -- 9/19
Contract Position
Linux application support with jboss
Configuration changes to jboss, and http files
Appdynamics monitoring configuration
Some script editing and configuration
Create incident tickets, as well as change requests
Complete tickets within SLA
Senior Service Desk Technician -- Jack Cooper Transport 4/18 – 02/19
Responsible for the day to day performance and operation of both PC and LAN hardware and software
Mobile Device Management using Soti MobiControl
Troubleshoot driver tablets for issues with proprietary software and hardware
Upgrade and adapt existing systems as necessary.
Coordinate technical support for users throughout the company.
Office 365 troubleshooting and administration
Active Directory Troubleshooting and administration
Installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems.
Ensure adherence to standard IT practices, techniques and established escalation processes. Manage installation related efforts and participates in IT projects across the organization
Adhere to company SLA and resolve trouble issues in a timely manner
DUO security administrator
Image desktop and laptop computers with Microsoft Deployment Utilities and SCCM
Senior IT Technician – City of Kansas City, Missouri 07/17-12/17
Short Term Contract Position –
Coordinate technical support for users throughout the company.
Responsible for the day to day performance and operation of both PC and LAN hardware and software
Supervise installation of hardware and software.
Troubleshoot problems with network functions.
Upgrade and adapt existing systems as necessary.
Configure and maintain networked hardware.
Work with users to understand requirements.
Produce training materials for non-technical users.
Recommend changes and updates in technology use.
Analyze user data to identify areas for further improvement in IT services.
Provide support for windows 10 and windows 7 enterprise laptops and desktops
Adobe administration
Office 365 troubleshooting
Adhere to company SLA and resolve trouble issues in a timely manner
Mentor and train tier 1 associates
Service Desk Technician – The Lansing Group (Contract Position) 06/17-07/17
Short Term Contract Position -
Installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems.
Responsible for the day to day performance and operation of both PC and LAN hardware and software
Provide accurate, timely and creative solutions to end-user computer and network problems. Serves as an escalation point for technical, process and procedural questions and issues.
Ensure adherence to standard IT practices, techniques and established escalation processes. Manage installation related efforts and participates in IT projects across the organization
Adhere to company SLA and resolve trouble issues in a timely manner
Senior IT Technician – Multiservice Technology Services (Contract Position) 05/17-06/17
Short Term Contract Position –
Provides support to Level 1 Technicians and external customers regarding escalated or advanced issues with Windows 7 and 10 operating systems. Also acts as SME for Windows based issues.
Deliver superior enterprise level client service through professional, comprehensive, and timely communication for incidents and requests for change.
Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
Provide methodical and successful execution of client change requests
Troubleshooting and sustaining/improving managed service IP network capabilities through the use of various monitoring tools and applications
Windows 10 and 7 enterprise laptops and desktops, as well as Mac Laptops
Pinnacle administration
RSA administration
Office 365 troubleshooting, setup and administration
Logs, accurately tracks and documents all work within ticketing system
Adhere to company SLA and resolve trouble issues in a timely manner
Sr. PC/Lan Technician – United Biosource Corporation 02/15-02/17
Responsible for the day to day performance and operation of both PC and LAN hardware and software. Installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems. Provide accurate, timely and creative solutions to end-user computer and network problems. Serves as an escalation point for technical, process and procedural questions and issues. Ensure adherence to standard IT practices, techniques and established escalation processes. Manage installation related efforts and participates in IT projects across the organization.
ESSENTIAL FUNCTIONS:
Completes the installation and maintenance of local infrastructure equipment which may carry data, voice and video communications to defined standards. Coordinates with internal and external partners as required. Participates on call rotation as needed including nights and weekends.
Installs, configures, troubleshoots, and repairs Windows or Macintosh desktop and laptop computer systems, peripheral equipment and mobile devices. Escalates unresolved issues in a timely manner. Configures and maintains Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.
Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately. Manages service request queue and resolves daily hardware and software service and support requests. Adheres to established service level agreements. Thoroughly document work performed in ticketing system. Recommends ways to improve the customer experience.
Maintains and tracks inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems.
Manages project assignments. Assigns task to others. Ensures project dates are met. Schedules installations/ upgrades and provides system maintenance in accordance with IT procedures. Works on site specific department projects and/or sub-projects.
Implements approved operating system enhancements and recommends system modifications to reduce user problems. Interacts with other support groups to restore service and /or identify and correct end-user computing problems.
Serves as escalation point within the team to resolve more complex problems.
Serves as Subject Matter Expert (SME) across the organization. Proactively shares technical knowledge with PC/LAN technicians across the organization. Provides training and guidance for new team members.
Leads process improvement efforts. Documents processes and creates checklists to ensure standardization of work. Proactively updates documentation if changes are necessary.
RSA, Active Directory changes, modifications and troubleshooting
Checkpoint VPN troubleshooting and repair
Assist remote staff via Dameware and LogMeIn Rescue with any software or hardware related troubleshooting, and installation
Logs, accurately tracks and documents all work within ticketing system
Mobile device administration using Good, and Blackberry Enterprise systems
Adhere to company SLA and resolve trouble issues in a timely manner
Track internal inventory, make sure there is enough inventory on hand for daily operations and needs
Recommend to management for inventory purchases, and new technology needs
Level II Technician – Codero 04/14 – 12/14
Provides support to Level 1 Technicians and external customers regarding escalated or advanced issues with Windows and Linux operating systems, Control Panels such as Parallels Plesk, cPanel. Vmware, and Hyper-V. Also acts as SME for Windows based issues.
Deliver superior enterprise level client service through professional, comprehensive, and timely communication for incidents and requests for change.
Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
Provide methodical and successful execution of client change requests
Maintain network stability through advanced troubleshooting, timely resolution of client incidents, and proactive maintenance
Ensure all internal systems and client environments are operational through the use of Network/System Monitoring
Act as the communication hub for Customer Operations, regularly sending notifications and updates on incidents and events to all levels of the organization.
Monitoring the Production and Disaster Recovery Data Centers and related components
Troubleshooting and sustaining/improving managed service IP network capabilities through the use of various monitoring tools and applications
Receives and resolves incident requests from internal and external customer inquiries by providing support via phone, email, etc.
Triage, diagnose, and escalate incidents to other support groups.
Logs, accurately tracks and documents all work within ticketing system
Adhere to company SLA and resolve trouble issues in a timely manner
Chief Information Officer – Dickinson Theatres / Midwest Cinema Group 04/12-02/14
Networking and Support
Provided support for Windows 200x servers, installed proprietary software, supported hardware and software for all theatres.
Hired to stabilize the home office network in addition to resolving many mission critical issues with the theatre networks. Successfully stabilized network without funding for any upgrades.
Maintained, diagnosed and repaired Point of Sale computers, printers, ATM kiosks, and web ticketing kiosks.
Maintained network stability through advanced troubleshooting, timely resolution of client incidents, and proactive maintenance.
Configured and maintained SonicWALL firewall appliances for VPN, secure data usage.
Installed, supported, diagnosed, repaired and replaced software, hardware and peripherals.
Tracked PC and network related hardware.
Provided remote support into client computers in order to resolve office setup issues, maintenance issues, and resolved difficult issues the end user could not handle themselves.
Provided onsite support to theatres that could not be resolved via remote support.
Repaired client computers and servers that were brought in house that could not be repaired or serviced over the phone or via remote services.
Supervised other technical support workers.
Assisted in imaging, setup and deployment of PCs and servers.
Utilized user guides, technical manuals, and additional documentation to research and put current solutions into practice.
Created a solution log tracking systematic problems and solutions to be utilized for future technical support analysts.
Provided advice and training to end users.
Resolve customer complaints via phone, email, etc.
Inventory tracking, budget supervision, and inventory audits
Database
Experience in developing architectural plans for SQL server consolidation projects.
Involved in SQL server database engineering tasks.
Development
Participated in the redesigning of applications and other software.
Provided both maintenance programming and new development in C# and Delphi—online ticketing application, and NCM application
Projects
Managed multiple large projects-credit card changeover project, movie ticketing project, network stabilization project
Gained experience in writing Disaster Recovery Documents & involved in Disaster Recovery exercises.
Gained experience in developing Backup Recovery Strategies based on Business SLA. Involved in several point in time recovery situations.
Migrate Office email from Lotus Notes to Microsoft Office 365, add, and maintain users in Microsoft Office 365 Environment (Exchange 2010)
Systems Technician – Layered Technologies 10/11-04/12
Deliver superior enterprise level client service through professional, comprehensive, and timely communication for incidents and requests for change.
Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
Provide methodical and successful execution of client change requests
Logs, accurately tracks and documents all work within ticketing system
Maintain network stability through advanced troubleshooting, timely resolution of client incidents, and proactive maintenance
Triage, diagnose, and escalate incidents to other support groups.
Ensure all internal systems and client environments are operational through the use of Network/System Monitoring
Resolve customer complaints via phone, email, etc.
Receives and resolves incident requests from internal and external customer inquiries by providing support via phone, email, etc.
Troubleshooting and sustaining/improving managed service IP network capabilities through the use of various monitoring tools and applications
Act as the communication hub for Customer Operations, regularly sending notifications and updates on incidents and events to all levels of the organization.
Monitoring the Production and Disaster Recovery Data Centers and related components
Adhere to company SLA and resolve trouble issues in a timely manner
Technical Services / Helpdesk - Lamm Technical Resources 06/11-09/11
Responsibilities included: Provided PC hardware and software solutions within Helpdesk support for enterprise clients, either on the phone or via remote support.
Provide Tier II support for Remote desktop agents and internal support specialist on hardware and software issues.
Remote into client computers in order to resolve office setup issues, maintenance issues, and repair hard to resolve issues the client could not handle themselves.
Support of Windows 2003 servers, proprietary software setup, troubleshooting hardware and software issues of managed clients. Go on site to client offices that could not be resolved via remote support.
Repair client computers and servers that were brought in house that could not be repaired or serviced over the phone or via remote services. Configure and maintain SonicWALL firewall appliances for managed clients.
Resolve customer complaints via phone, email, etc.
Taking calls 75% of the day from both internal and external customers.
Logs, accurately tracks and documents all work within ticketing system
Seasonal Senior Support Specialist – H & R Block 10/09-03/10
08/10-03/11
Responsibilities included: Provided PC hardware and software solutions within Helpdesk support for H&R Block Tax offices and franchises, either on the phone or via remote support.
Provide Tier II support for Remote desktop agents and internal support specialist on hardware and software issues.
Remote into client computers in order to resolve office setup issues, maintenance issues, and repair hard to resolve issues the client could not handle themselves. Support of Windows 2003 servers, proprietary software setup, troubleshooting hardware and software issues of company and franchise offices.
Program database utility in C# .Net to aid in repairing database issues with H & R Block proprietary software.
Helped with SQL migration from 2005 to 2008, as well as troubleshooting IIS issues that the software required.
Extensive network troubleshooting with DNS, TCPIP, DHCP troubleshooting as well.
Taking calls 25% of the day from both internal and external customers.
Logs, accurately tracks and documents all work within ticketing system
Mentor and train tier 1 accociates
Client Support Specialist III (Billing Apps Workgroup Manager) – Sprint Nextel Corporation
11/06-03/09
Responsibilities included: Provided PC hardware and software solutions within Helpdesk support for Sprint Employees
Ensemble billing system SME (subject matter expert) responsible for staffing war room on conversions and upgrades
Troubleshooting remote access clients (SARA, eRas), Enterprise Password Manager, Ensemble and other Sprint billing applications
Utilized remote control tools to resolve client issues in a timely manner
Utilized ServiceDesk ticket system while assisting employees via phone calls, chats, and tickets submitted on web
Developed and Implemented new policies for Billing Apps Bucket
Maintained ticket buckets to streamline process
Worked with several departments to streamline customer service procedures, facilitating better end user support and establishing better rapport with customers
Create and research policy changes to facilitate a quicker response time and issue resolution to enhance customer satisfaction.
Remote to client computers in order to resolve issues that could not be fixed locally by the client.
Test Ensemble software when a trouble ticket came across to make sure that it was a problem with Ensemble, or a user issue. Made sure tier III fix agents were aware of any issues with the software that I found.
Documented and forwarded any bugs, suggestions and issues to Amdocs for investigation and resolution.
Was given issues to resolve with ensemble software, to ensure that the issue was software stability, feature additions, or user error. Sent respective reports to Amdocs as well as tier III fix agents with findings on pricing, or software stability that were not user error.
Supported RSA SecurID tokens for VPN access.
Taking calls 25% of the day from internal customers.
Adhere to company SLA and resolve trouble issues in a timely manner
Lead Computer Technician - Murlin Computer 10/04-05/06
Help Desk Support for client computers
Network support and installation for systems ranging from Windows NT to Windows 2003 sbs premium server
Phone support for local Internet Solutions Provider
Onsite support for Banks and larger firms for network or desktop support
Cisco Router Configuration, Internet Service Provider setup, SonicWALL Internet Appliance Configuration
Project management for bank networks from design start to finish
Full support, from design to implementation, of Cisco routers in banking environment
SonicWALL firewall appliance programming, service and implantation in business environments.
Remote support of client computers, routers, and servers for general troubleshooting, maintenance, and any other issue that may arise
Extensive network troubleshooting with DNS, TCPIP, DHCP troubleshooting
Train and supervise computer technicians
Taking calls 25% of the day from external customers.
Director of Information Service - Dicom Marketing Service Inc. 12/99-7/02
Network administration of 26 personal computer, and 4 Win NT servers
Recommend and purchased computer hardware and software to streamline the business process
Research and implement business practices in order to make the IT department more cost effective
Programming in Delphi 5 IDE environment building database applications
Repair and troubleshoot computer hardware, software and operating systems
Analyze, prepare, and maintain computer equipment needs
Troubleshoot, and upgrade programs written in Paradox OpenPAL
Project management and full life cycle programming from gaining requirements to implementation. Extensive troubleshooting IIS issues with crystal reports as well as SQL backend for reporting methods
Worked with Linux for migration of the web server from Windows NT/2000 to Linux environments.
Extensive network troubleshooting with DNS, TCPIP, DHCP troubleshooting
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