Ticket Agent Support Technician
Resume:
Steven P. Grothaus
Amelia, Ohio 45102
**************@***.***
Work History
Frito Lay INC.
Detailer/Merchandiser. 10/2016 to Current
Stocking shelves with chips at 15 stores.
Xavier University=Cintas Center
Security/Ticket Agent, 10/05 to 3/17.
Parking Agent All home games.
Desktop Support Technician: Elite Systems-ADT, 02/2002 to 05/01/2023
Knowledge: Build/configure Windows workstations for corporate associates. Perform advanced software/hardware troubleshooting and diagnostics. Troubleshoot and respond to user questions. Track and update open calls and/or escalate problems. Assist in creating documentation for installing and troubleshooting hardware and/or software issues. Serve as the point of contact for unresolved problems from the Help Desk. Perform call logging, updating and closing of activities and assignments in problem management and service request management tools. Responsible for ensuring the timely completion of all assigned projects and provide weekly status reports to management. Install hardware and software including operating system and office applications. Perform required quality assurance tests.
Skills: Dynamic, professional, team-oriented, self-motivated individual; Associates degree in Computer Science that is equivalent experience related computer operations, hardware or deskside support. I have highly developed experience in the installation of hardware and software, also advanced in Windows 8/Win7 experience, Office/ Outlook 2010/2013, Office 365, advanced working knowledge of networks and network terminology, advanced repair skills for PC’s and peripherals and password resets on major companies.
I do have experience with Remote Desktop Protocol (RDP) and VPN connections, Windows 10 Win7/8, VMware, and local/ network security configurations. A+ and MCP certification(s) very desirable.
Yes No Partial
Required Skill
Comments
Yes.
Configuration of Windows 10/8/7 workstation within an AD Domain
<Describe your role in the most complex workstation deployment. Include any experience using local or group policies.>
yes
Installation and configuration of client/ server applications
<Describe your experience with “node” installations and NT Group assignments. >
yes
Deployment of Windows 10/8/7 OS using computer images
<Describe tools used for creation or deployment of image. Discuss process for configuration of a Windows 8 desktop using an image. Describe the SYSPREP and its relation to a desktop image.>
yes
Windows 10/8/7 profile specific folder structures.
< Describe “Document and Settings” as it relates to a user profile.>
yes
Familiar with a Microsoft Exchange environment and client configurations.
< Describe configuration and use of PST and OST files with and without Cached Exchange Mode. Describe process for the backup and restoration of personal folders. >
Education
Northern Kentucky University
BA, History/Political Science
12/2001
University of Cincinnati
BA,Liberal Arts, business MGT.
12/1997.
Southern Ohio College
AS, Computer Science.
12/1997.
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