Customer Service Desktop Support
Resume:
Lance G. Gleaves
adzjnj@r.postjobfree.com
OBJECTIVE
Provide employer with optimum results as a Computer Systems Analyst.
TECHNICAL SKILLS
SCCM, MDT, Active Directory, Data Migration, Power Shell, O365, Skype, Office2016, Refresh, Imaging, Customer Service, Remedy, Windows7, Windows 10, SCO Unix, AIX, Mac OS, iOS, Citrix Server Environment, SQL Server Standard 2008, Bitlocker, McAfee, Ricoh MFP network printers, HP network MFP printers, Xerox network MFP (badge swipe), DHCP, DNS, TCP/IP, LAN/WAN, LDAP, Cat5 and Cat6 cabling
PROFESSIONAL EXPERIENCE
Iron Systems – Fort Worth, TX. April 2021 – April 2023
Level 2/ Level 3 Desktop Support Technician – Day to day responsibilities included the support of Dell Latitude and Precision model laptops, MacBook as well as various Dell desktop machines (OptiPlex 7050, 3000). VPN support, various software installs that required admin assistance, hardware related issues ranging from local and network printer installs, monitor configurations, docking stations, BIOS and Firmware updates/modifications, password resets, O365 support, One Drive activation/data sync, Windows10 issues, group policy updates, mapping shared drives. Documented all user tickets through Remedy Force. Used Team Viewer and Remote Assist to access user machines for troubleshooting and resolution. Supported Change Healthcare users.
L3 – Link Simulation and Communication – Arlington, TX June 2018 – October 2020
Desktop Support Technician – Assist callers with IT customer support. Image L3 assets with MDT
for new hire and refresh deployments. Setup hardware for all users in the office or cube area.
Configure phones through Shortel environment. Reset user’s password, unlock accounts, and assign groups for users.
through Active Directory. RSA account configurations for passcode tokens. Conference room support.
PC moves. Document all incidents through Footprints and Service Now ticketing systems.
McKesson Corporation – Fort Worth, TX. April 24, 2018 – May 2018
Help Desk Coordinator 3 – Provide support to pharmacies, hospitals, nursing centers and chains that use the Pharmaserv software. Support Central incident tracking system. Use of Relay Health site for rejection codes and third-party bin alerts. Provide Medi-Span updates for the pharmacies that can’t adjudicate claims.
Lockheed Martin-Maintech KST Data Inc. – Fort Worth, TX. November 14, 2016 – January 11, 2018
Level 2 Desktop Analyst – Provide IT support for all RMS (Rotary Mission Systems) users. This includes local and remote support for F-16 RMS instructors and RMS engineers. Conversion from Office 2013 to O365 via software center, image HP assets for new hire users, loaners, and transfers via SCCM and UDS Package Tool. Data migration and refresh. Replace aging assets and convert them from Win7 to Win10. Install requested software through SCCM, Software Center and Optional Software Tool. Setup all equipment peripherals. Support all conference rooms for VTC, Air Media and projectors. Swap out HDD’s drive on app servers when needed. Password reset through LM Password Reset tool. Use CATS (Computer Assisted Tracking Service) to deploy and receive in assets. Submit incidents through LM Support site. Use of Remedy to document all submitted tickets for local and remote RMS users. Clearance for F-35 IT support (ITAR). Provide support on EBS (Enterprise Business Systems), Aeronautics and RMS user assets via JITA (Just in Time Administration). Installation of McAfee for Win7 assets and installation of Bit locker for Win10 assets during the imaging process via SCCM.
Unisys Technical Services – Fort Worth, TX. Aug. 2014 – Aug. 2016 Transitioned to Wipro
Desk Side Support Agent- Load system images on all Lenovo laptops and desktops via network SCCM system manager for Alcon and Novartis users. Set system BIOS on all machines per company standard before imaging process. Prepare all machines for deployment with the necessary documents. Document all system builds in
SharePoint and Remedy on Demand. Reset user passwords and unlock accounts through AD. Login as user with Administrative access to insure all network drives are mapped per company standard. This also includes opening MS Outlook, Software Self Service Portals and all software that is linked to that particular user. Installation of new hire workstations, hardware requests and refresh projects. Hardware retrieval and PC office moves.
Pier1 Imports Fort Worth, TX. Aug. 2012- June 2013
Desktop Support Analyst-Provide level 2 PC desktop and laptop support for all home office users.
Load system images thru Ghost and build equipment per request for deployment on HP desktops, laptops and workstations. Install all PC and peripherals in designated cubes and offices. Map to network drives for software installation. Setup user profiles on all PC’s along with configuring local admin rights for each machine. Utilize Active Directory for password reset and PC inventory and control. Documented trouble tickets thru Epiphany call logging application. Communicate daily with associates regarding technical instructions on desktop and laptop programs.
Analyze issues and resolve desktop related problems. Provide assistance for PC office moves.
Tarrant Health Services Fort Worth, TX. 2010-2012
Help Desk Analyst-Monitor system backups for AIX based and SQL database servers. Assist all users with desktop issues, security and password reset.
Responsible for hardware and software upgrade installs for all Dell workstations. Maintain HP DL160 G5 servers for FTP, RAS, IIS, Reporting and App services. Insure all printers are fully operational within the LAN. Co-ordinate all Care-n-Care and PSN (NTSP) files for SQL database and AIX operating systems.
PC Anywhere Fort Worth, TX. 2008-2010 PC Technician-Home and Office PC support for Windows XP, Vista and Windows7 operating systems.
Cash America International Fort Worth, TX. 2004-2008
Systems Support Analyst II-Responsible for Telecommunications, Systems Support, LAN configurations, AIX operating system ver. 5.3 and all Dell PC support.
In Jan. of 2005 I was promoted to Systems Support Analyst II.
In the spring of 2007 I was chosen to support release of Cashlinx application over 11 other support agents.
5 years experience logging technical calls thru Remedy application.
Co-ordinate all training internally to assist all support agents to better improve customer and store support relations. 10 agents trained currently.
PDX INC. Fort Worth, TX. 1999-2004
Hardware Support Specialist II-Supported all client hardware, AIX operating system, PC, and pharmacy management software. Train new technicians during customer engagements and internal projects. Analyze and document customer requirements and functional specifications to support pharmacy development efforts.
Cash America International Fort Worth, TX. 1998-1999
Repair Center Technician-Hardware support for Cash America Pawn Shops. Duties included loading software and AIX operating system for IMB RISC 6000 machines. Troubleshoot modems, tape drives, printers, and terminals related to the RISC 6000.
EDUCATION
Tarrant County College NW Campus- Fort Worth, TX.
Associate of Arts 72hours, 1991
Tarrant County College NE Campus- Hurst, TX.
AutoCAD Release 13, Non- Credit course, 1996
A+ Course Completed Dec.’07 New Horizons Computer Learning Center
IT Technician Course Completed Dec.’07 New Horizons
Dell Desktop Certified Feb.’08(Dell Online Services)
CCNA and MCSE trained ’08 – 1 week course.
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