Desktop Support Customer Service
Resume:
Jonathan L. Underhill
*******@*****.***
*** ****** ** ***.** Bldg.88, Bridgeport, CT 06610
Datacenter & Windows/Mac Desktop Support Technician Objective: To build a career working in a technical business environment where excellent customer service and interpersonal skills will be valuable assets. Develop my skills and excel them & also maintain my certifications in a growing environment. Career Overview:
Desktop Support
● Install, upgrade, support and troubleshoot Windows 10, Windows 7 & XP, O365, Microsoft Office and any other authorized standard desktop/Laptop applications.
● Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.
● Manage & provide technical support for Mobile devices/tablets etc.
● Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment,
● Performs remedial repairs on computers, laptops, printers, and any other authorized peripheral equipment.
● Customize desktop hardware to meet user specifications and standards.
● Can troubleshoot and manage standard Video conferencing equipment.
● Asset & Inventory Management and EUC Services to the Authorized Users.
● Performs work in compliance within specified warranty requirements.
● Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels.
● Safely package equipment for branches and arrange for the transport of the equipment.
● Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks or Mobile devices/tablets that has authorized access to the network.
● When the restoration is beyond the scope of the computers, laptops, printers, and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to appropriate Vendor/proper tier 3 support team member.
● Develop trends by monitoring and analysing incoming calls, tickets, problems, and support requests.
● Manage, support & coordinate Print Services.
System/Application/Network Support
● Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows OS
● Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
● Coordinate with network team to provide hands and feet support and help Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.
● Coordinate Troubleshooting network connectivity in a LAN/WAN environment
● Requesting and coordinating vendor support
● When the restoration is beyond the scope of the Desktop Support Administrator the Desktop. Support Administrator will escalate the issue/problem to proper Vendor/tier 3 support team member.
● Thorough knowledge of Structured Cabling Systems
● Thorough knowledge of network switches
● Working knowledge of WAN MPLS and related WAN technologies
● Develop trends by monitoring and analysing incoming calls, problems, and support requests. Operational
● Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator.
● Provide user data and application recovery.
● Troubleshoot problems associated with network connectivity, and workstation hardware/software.
● Use appropriate tools and methodologies to load, copy and customize operating system configurations for deployment.
● Provides backup support and assistance to the Network Administrator as needed.
● Responsible for tracking hardware and software inventory.
● Provide Hands & feet coordination and support in the Datacenter, this includes vendor support coordination as needed by the internal system administration team.
● Familiarize end users on basic software, hardware, and peripheral device operation.
● Take ownership and responsibility of queries, issues and problems assigned. Technical Tools & Skills:
● Microsoft Visual Studio (1 year)
● C++ (1 year)
● Oracle 11G (1 year)
● Database Development (Less than 1 year)
● Networking (2 years)
● Computer Hardware (10+ years)
● Computer Repair (5 years)
● Microsoft office 2000 – 365, Microsoft Visio, Microsoft Excel, Microsoft PowerPoint, Microsoft Word (10+ years)
● Network Support, LAN, WAN, Operating Systems
● Lightweight Directory Access Protocol (LDAP)
● Cisco Equipment’s
● Other Skill & Tools: Binary Code, Directory Service, Firewalls, Linux File Systems, PowerShell, Network Model(OSI), Troubleshooting, Application Development, Ipv4, Domain Name System
(DNS), Macintosh OS, IOS, Android, TCP IP, VPN, DHCP, Java, Microsoft Windows, Network Monitoring, Network Security, Technical Support, Time management, Computer networking, Customer service, Active Directory, Remote Access Software, OSHA- 30 card, CyberArk, AirWatch, Microsoft Entra(Azure), SNOW(CMDB), Zscaler, Monthly Asset Validation. Education:
● A.S. in Computer Science (Mobile App Dev), Gateway Community College - New Haven, CT, August 2020 to Present
Certificates:
● Higher National Certificate in Google IT Support Professional Certificate, Coursera(online), August 2020 - Present
● Higher National Certificate in Network +, CompTIA Network +, Technical Institute of America - New York, NY, September 2020 to November 2020
● Higher National Certificate in CompTIA A+, Technical Institute of America - New York, NY, August 2020 to October 2020
● College Certificate in Networking (Cisco Routing & Switching), Norwalk Community College - Norwalk, CT, January 2013 to May 2014
● College Certificate in Small Business Management and Entrepreneurship, Norwalk Community College - Norwalk, CT, January 2011 to May 2012
Training Program:
● Electrician Training Program, Lincoln Tech, September 2021 – Present Professional Experience:
(TIG)Diageo, Stamford, CT Feb 2023 -
2024
Field Support Engineer/Desktop Support Technician
● Single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.
● Triaging and repairing datacenter & network hardware. Installing and/or expanding network & datacenter infrastructure.
● Assist with process improvements and inform best practices in datacenter operations, this includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, mobile devices, video conferencing and other IT equipment to ensure optimal workst see ation performance.
● Provide field service of Datacenter support equipment, including UPS (Uninterruptible Power Supply/ System) batteries, Power Distribution Equipment and Monitoring Systems. Also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.
● Microsoft Azure Entra ID, Active directory, MDM, Mobile(IOS/Android),laptop, MacBook Deployment. Remote support national and international. AirWatch device management, Password account resets. Office 365, SAP, Workday, Zascaler. Legal hold backups to Azure blob containers. Zoom room management. Device Imaging, hardware hash, GPO, And more Datacenter Technician Installation Service Inetum/ Avangrid Feb 2024 - Apr -2024
Support primarily network connectivity and server infrastructure in remote locations.
• Hardware Infrastructure: servers, chassis, blades, servers’ cards, storage frames installation support, storage controllers installation support
• Cabling work: switch/server optical ports/cards installation, cable patching and layout.
• Network equipment: router, switch, wireless access points, firewalls, proxy, NetScaler’s, and other security devices existing in the datacenter.
• Asset management and inventory control of Datacenter infrastructure.
• Management of guarantees, incidents and problems derived from the infrastructure.
• Installation and configuration of Datacenter hardware.
• Escalation of incidents to the manufacturers of that HW in guarantee that is required.
• Monitor access to datacenter.
• Maintenance of the datacenter environment.
• HW management at the server level, network electronics and management and control peripherals.
Equipment Installation / Retrieval / Removal
• Equipment installation including cabling to the upper rack patch panel.
• Equipment retrieval / removal.
• Update required documentation in support of NERC CIP. Cabling
• Cable installation on installed equipment following AVANGRID requirements. Cabling scope will be limited to the Moves SAP transports into production
• DCIM software operation.
• Operational processes documentation updates.
• In-depth knowledge of data center environments,servers, and network equipment.
(SDVLAW), Shelton, CT
Aug 2022 - Jan 2023
Helpdesk Analyst
● Proficient in Troubleshooting issues with Office 365, worked with Azure Intune, Exchange, and managed tasks in Microsoft Admin center, Active directory, Windows OS.
● Troubleshoot, installed, and manage deployment of Windows 10 and 11, Microsoft Suite, worked with Outlook, Excel, Power Point, Word, To-do, hub planner, OneNote, SharePoint, OneDrive and etc.
● Hardware/Software, assisted Attorneys, Paralegals, and assistants with NetDocuments software used for filing and case documentation. Zoom accounts, Outlook accounts, MS accounts, Xerox printers, Xerox vendors, HP LaserJet printers. HP EliteBook, Lenovo Yoga workstation, and Dell desktops. ND sync to close matters and upload to SharePoint Intranet. Citrix, Share file, Pimphony telephony, and OMC software for Alcatel IP Phones.
● Password Resets, Reset passwords to domain accounts, Zoom accounts, MS accounts and handle MFA authentication.
● Assisted with Zoom meetings in conference rooms, and handled Neat bar troubleshooting and Zoom troubleshooting for meetings.
● Network connectivity used remote agent software splashtop, MS Quick assist, and RDP to help remote workers. Also connected office printers, workstations, phones, or anything with network connectivity.
● Setting up new computers/employee workstations, Installed, setup, and troubleshooting, and repaired workstations and peripherals for attorneys, paralegal, and assistants.
● Escalation of higher-level issues, Reported higher level issue to MSP EBM, and Ivionics for higher level solution through Spiceworks ticketing system, and Ivionics ticketing service. Aequor Technologies, Wilton, CT Jun 2022 - Aug
2022
Desktop Support Analyst (General Mills)
● Provide troubleshooting for desktops, laptops, and all related hardware/peripherals onsite as well as occasional remote support.
● Provide troubleshooting and mitigation for AV conference rooms.
● Assist with inventory management, coordinating transportation of equipment between sites.
● Configure end user desks, phones for existing and new employee. Best Temps Inc, Milford, CT Oct 2018 - Aug
2020
IT Associate/IT- Recovery Specialist
● Started work through Best Temps in October 2018 as a Computer Technician, then permanently hired in 02/2019 where I travelled to different datacenters around the world, and decommissioned assets.
● Setup WAN & LAN networks.
● Perform data destruction (low-level format) on assets through Secure wipe method via software.
● Manage all aspects of the networking platform.
● Troubleshoot network & system issues.
● Monitor active network and server infrastructure.
● Perform routine preventative maintenance on Servers.
● Administer network security measures to prevent system interruptions or breaches. AAA Northeast, Bridgeport, CT Nov 2014 - July 2017 Roadside Technician
● Help and serve by responding to road service calls and provide mechanical assistance to members in a timely, efficient, and safe manner.
● Explain AAA Northeast's emergency road service policies and procedures to members. Check vehicles and equipment and report any need for repair or replacement.
● Maintain a daily log of all calls completed.
● Inform dispatcher of any unusual traffic or road condition.
● Responsible for following safety policies and procedures, reporting all accidents and injuries immediately to the supervisor, and communicating unsafe situations to the supervisor to help prevent accidents.
Contact this candidate