It Support United States
Resume:
robert eshelman
Desktop Technician
Yorklyn, Pennsylvania, United States
***************@*******.***
WORK EXPERIENCE
March 2023-March 2024
Desktop Technician
Voith Hydro
Yorklyn, Pennsylvania, United States
• Responsible for computer imaging.
• Troubleshooting and resolving onsite hardware, software, and networking issues.
• Level 2 Helpdesk support.
• Responsible for new hire onboarding and PC Deployment for several sites.
• Participated in staff training sessions to familiarize employees with new technologies being introduced into the workplace environment.
• Managed lifecycle for responsible Windows machines and coordinated computer refreshes with users. June 2022-February 2023
IT Support Specialist
Red Lion Controls
Manchester, Pennsylvania, United States
• Created help desk tickets, troubleshot and resolved desktop issues.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Used ticketing systems to manage and process support actions and requests.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Collaborated with colleagues in both domestic and international support facilities. Bold Profile
August 2020-February 2022
IT Support Specialist
First Capital Federal Credit Union
Yorklyn, Pennsylvania, United States
My responsibilities include but are not limited to assisting end users with any and all issues they may come upon
• Setting up new workstations for new users
• Adding new users in AD
• Releasing security patches and system updates.
• Delivered onsite technical support for 100 employees
• Developed and tested new product offerings prior to release to assist development team in bug identification
• Created help desk tickets, troubleshot and resolved desktop issues
• Determined hardware and network system issues using proactive troubleshooting techniques
• Coordinated with telecommunications providers to discern and address third-party outages and related impacts
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments
• Provided Tier 1 IT support to non-technical internal users through desk side support services
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
• Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients
• Patched software and installed new versions to eliminate security problems and protect data
• Configured hardware, devices and software to set up work stations for employees August 2017-February 2020
Technology Specialist
Central York School District
Yorklyn, Pennsylvania, United States
• Troubleshoot problems with computers and other equipment; assist users with full utilization of available hardware and software
• Setup new staff users and students
• K-3
• Troubleshoot printers and copiers issues
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
• Administered networks by creating user accounts and managing permissions
• Logged updates on support tickets to communicate status to users and managers
• Maintained equipment in good working order for school-wide use
• Tracked loans of media equipment and materials
• Executed setup and breakdown of speakers, cables and computers November 2007-November 2016
Information Technology Associate
AAA Southern
United States
Entrusted as a member of a network team to provide helpdesk support to users across multiple locations throughout south-central
Pennsylvania
• Remote locations were supported primarily via telephone communications
• Provided on-site visits to resolve hardware issues and researched client issues to resolve complaints promptly
• Responsible for e maintenance of active directory of all users
• Constantly tracked set-up of new users as well as deletion of terminated and separated employees
• Installed VMware cloud and virtualization software and services across entire Southern Pennsylvania network
• Installed and maintained Symantec software for security and back- up capabilities
• Supported users in various versions of Microsoft operating systems including XP, Release 7, and Server R2
• Incorporated mail room responsibilities into daily duties allowing the company to further reduce employment needs by one person.
• Set up equipment for employee use by properly installing cables, operating systems and appropriate software
• Configured copiers and printers for network connections to allow wireless and network printing
• Developed training materials and procedures and trained users in proper use of hardware and software June 2007-August 2007
Computer Assistant Externships
Acco Material Handling Solutions AND Opsec Security
United States
Assisted the IT group in of both companies in scanning sales and engineering files into a networkbased database
• Upgraded all York employee computer workstations with latest version of anti-virus software
• Configured new computers for users in both organizations
• Assisted users in any hardware/software problems that were encountered.
• Conducted research, gathered information from multiple sources and presented results
• Developed and maintained courteous and effective working relationships
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Gathered, sorted and scanned documents to enter into computer system August 2006-December 2006
IT Support Specialist
YTI Career Institute
United States
• Efficiently and effectively monitored the support desk phone
• Accurately prepared internal customer report/repair forms
• Resolved and repaired end-user issues
• Responsible for PC repairs and assisted with software installations.
• Monitored company inventory to keep stock levels and databases updated
• Demonstrated respect, friendliness and willingness to help wherever needed
• Identified issues, analyzed information and provided solutions to problems
• Used Microsoft Word and other software tools to create documents and other communications EDUCATION
-Current
High School Diploma
York Suburban High School
United States
High School Diploma
York Suburban High School
-Current
Associate Degree in Computer Systems
YTI Career Institute
United States
Associate Degree in Computer Systems
YTI Career Institute
• Computer Systems
SKILLS
Help Desk Identify Issues Onboarding Staff Training Microsoft Windows Operating System Protective Services Technical Support Mobile Devices Computer Workstations Telecommunications Copying Machines Printers Loans Microsoft Active Directory Information Technology & Information Systems Microsoft Product Family Network Connectivity Printing Operating Systems Symantec Product Family VMWare Wireless Communications Microsoft Windows XP Anti-Virus Software Engineering Sales Microsoft Word Team Player Computer Systems Credit Union Customer Support/Service DHCP (Dynamic Host Configuration Protocol) Microsoft Office Microsoft Windows Server Network Support Operations Security (OPSEC) Organizational Skills Desktop PC Product Lifecycle Network System Hardware Hardware Configuration Management Problem Solving Skills Process Management Systems Administration/Management On Site Support Software Administration Security Patches Information/Data Security (InfoSec) Systems Maintenance Technical Delivery Test Plan/Schedule Software Patches Product Testing Productivity Management Testing User Account Administration Network Administration/Management Equipment Maintenance/Repair Technical Analysis Resolve Customer Issues Virtualization Software Employee Terminations Cloud Computing Backup Software Security Software Data Entry Research Skills Software Installation Hardware Repair Analysis Skills Microsoft Outlook Microsoft PowerPoint Microsoft Excel Documentation Bookkeeping Local Area Network (LAN)
LANGUAGES
English - Intermediate
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