It Support Technician
Resume:
VERNON R. THOMPSON
******@*****.***
**** **** ** *.*. # 301, Washington, DC
IT Support Technician
PROFESSIONAL SUMMARY:
Analytical and innovative IT Professional, known for comprehensive and progressive business experience. Recognized for effectively collaborating with teams to define objective and provide measurable results within scope and budget. Works well independently and as a member of a team in order to meet deadlines associated with various projects, as well as accomplishing business objectives to exceed client expectations.
TECHNICAL SKILLS:
Software: Remedy Ticketing System, Peoplesoft, Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 8; Norton Ghost; installing drivers; basic HTML,
Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps;
Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router)
Technical Support: Helpdesk: escalation and documentation on ticketing system, customer service support (email, phone, and in person)
EDUCATION:
Elon University - Elon, NC
Bachelor of Arts – History and Computer Information Systems, Completed
CERTIFICATIONS:
•CompTIA Network+ Certification, 04/2018
•Microsoft MCP Certification, 2005
PROFESSIONAL SUMMARY:
NTCA- The Rural Broadband Association 7/2022-Present
Sr. Technical and Telecommunications Support Analyst
Record, track and document all tickets including all actions taken for final resolution.
Identify and keep abreast all applicable software and hardware used and supported by the organization.
Responsible for on/offboarding and enrolling new users in a variety of systems including telephony systems.
Maintain accurate up-to-date inventory database of computer equipment and software licenses.
Review and maintain quarterly and yearly usage of Multi-Function Printers, ensures all supplies.
Manage all Telephony platforms and work with vendors on any upgrades or rollouts.
Help manage security issues with hardware, software, and cloud providers.
Collaborate and review with team on new and upgraded IT solutions. Deploys new and existing equipment. Coordinates training as needed to user community
Performs other special projects or duties, as required.
Axis Management Group- Selective Service 4/2021-7/2022
Sr. IT Support Technician
•May assist in overseeing and coordinating help desk staff activities and services of the District Help Desk Center if needed.
•Provides assistance and training to other Help Desk technicians in solving more advanced users problems and inquiries. Refers problems and inquiries to more experienced technical staff or management if necessary.
•Provides basic training to users as needed. • Maintains database of problems and utilizes the help desk staff to research and solve problems. Analyzes and verifies statistical information in databases to insure the accuracy of computer reports and data integrity.
•Assists IT management and other senior IT technical staff in developing departmental and Helpdesk guidelines and operating procedures
•Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
•Provides professional, courteous, prompt and accurate support and solutions to users.
•Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
•Properly documents problem ticket into on-line Help Desk System
IntelliDyne- Department OF Justice 2/2019 – 3/2021
IT Support Technician
•Responsible for resolving tickets via phone or in person thru Cherwell ticketing system
•Responsible for utilizing ticketing system to resolve, document, escalate and communicate professionally with client and or end user.
•Provide desktop and end user support for both Hardware and software.
•Ability to work independently as well on a team.
•Collaborate with other technicians and or staff members when presented with a challenge beyond my expertise, while learning from their skillset.
•Adhere to all conduct, regulations and SLA agreements.
•Protect the security of the client’s and the company’s information and data.
•Perform task using my knowledge of Active Directory, DHCP,DNS, Print Services, File Services, GPO’s and other common uses of Windows Server.
PC Connection- LIDL 10/2018 - 11/2018
IT Support Specialist (Short-Term Contract)
•Troubleshot and supported customer/client software on various platforms, upgrades, internet browsers and devices including: Windows XP, Windows 7, Internet Explorer versions 9 and 10
•Provided basic end user support for walking customers through software setup, settings and reconfiguration
•Resolved printer hardware issues such as removing paper jams and configuring network settings
•Identified system defects based on technical analysis of the system and customer reported issues
•Unboxed, imaged, and deployed hardware and software to the business as needed via SCCM
•Performed inventory management duties including, not limited to, asset tagging, inventory checks, and organizing and cleaning storage areas via Radiant Asset Tracker
•Dispatched incoming tickets to departments and teams via Service Now IT4YOU
•Answer service and support calls from end users and create and manage service tickets
•Supported and configured workstations throughout headquarters
•Performed other duties as assigned and adhered to existing SOPs
•Deployed new PCs, transferring data, and wiping hard drives for PCs identified for disposal or re-use
•Provided backup of software and perform equipment repairs, responsible for imaging HDDs and wiping viruses
Contact 1 Inc.-Social Impact 05/2018 - 09/2018
Desktop Technician (Short-Term Contract)
•Provides support to end users for computer, applications, system, device, access, and hardware issues
•Identifies research and resolve the more complex issues
•Assists with the administration of the Exchange Email Servers and Client Installations, including smart phones
•Performs system administrative duties; installs new operating systems, PTF's and application system software
Crescent Park Village 07/2015 – 12/2017
Desktop Support
•Performed diagnostic testing on PC equipment and ensured printers were up and running at all times
•Made sure the computers, printers and networks services are operational
•Mapped wireless signals and charting areas for proposed improvement in network coverage
•Performed a variety of routine technical tasks, including assembly or installation of parts, testing and operational checks and interconnection of computer hardware and peripherals
•Answered multiple calls and questions daily over the phone regarding newly deployed Dell laptops pertaining to software/hardware
•Troubleshooted issues all the way to completion in a prompt and courteous manner
•Followed up incident tickets and service request tickets priority using impact and urgency and product categorization classifications
•Performed Quality Control for the deployment, maintenance, support and continual upgrade of PC desktop/laptop remotely
•Troubleshooted software/hardware problems for customer’s remotely
•Supported users who work from home via VPN to remote access their workstations to all corporate applications
Pat Taylor and Associates 10/2013 – 07/2015
Desktop Support Specialist
•Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
•Conferred with staff, users, and management to determine requirements for new systems or modifications
•Read technical manuals, conferred with users, and conducted computer diagnostics to determine nature of problems and provide technical assistance via HP Service Anywhere
•Developed and documents training materials and procedures
•Prepared evaluations of software and hardware and submitted recommendations to management for review
•Maintained records of daily data communication transactions, problems and remedial actions taken, and installation activities
•March 2018 CompTIA Network+, Security+, A+ Certification Course
•April 2018 CompTIA Network+ Certification
•2005 Microsoft MCP Certification, Windows XP, Vista, Windows 7, Novell, Word Processing, Wi-Fi, Bluetooth
•Multimedia Imaging Devices, Spread Sheets Internet, Web Browsers
Hardware, PC Peripherals, PC Storage & Backup Devices, All Printers (HP, Epson, Canon etc..).
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