Support Technician Deskside
Resume:
Derrick Williams
Information Technology Professional
Randallstown, MD 21133
*******@*****.***
Professional summery of qualifications
Authorized to work in the US for any employer
Work Experience
Deskside Support Technician
ProSource IT/ Broward Health (contract)-Fort Lauderdale, FL June 2024 to September 2024
• PC imaging and deployment
• Epic application testing
• Enterprise account creation
• Networking with Switches and cable management
• Connecting users to local, and network printers
• Microsoft Windows 10 and 11 support
• Microsoft 365 support along with A/V support for Teams
• Assigning Organizational Units, and security groups using Active directory Deskside Support Technician
Hays/One Home Health (contract)-Miramar, FL
November 2022 to June 2024
• Credential management
• Account creation
• Asset management and logistics
• Application Support
• Resolving tickets Via Solar Winds
• network maintenance
• Windows device Trouble shooting /break fix and repairs
• Device imaging and deployment
Systems Administrator
HCL Americas/Rite Aid (contract)-Aberdeen, MD
April 2021 to September 2021
• Unix/Linux systems admin
• Deskside support/Trouble shooting/break fix
• Credential management
• Server maintenance
• Resolving tickets with service now
• Windows pc maintenance and repair
Desktop Support Technician
Apex Systems/XPO Logistocs. (Contract)-Aberdeen, MD October 2020 to January 2021
• Resolving tickets within Service Now
• Linux Workstation maintenance and repair
• Windows pc maintenance and repair
• Zebra Label printer repair and device configuration for multiple label sizes Hardware repairs on all equipment
• Adding devices to multiple print servers
• Managing devices within WMX
Desktop Support Technician
Apex Systems/Johns Hopkins University. (Contract)-Baltimore, MD March 2020 to July 2020
• Resolving service tickets within Service Now
• Managing enterprise users and groups within Active Directory
• Imaging deployment with Windows 10 pc's and tablets
• PC hardware repair
• Assisted users with software issues via remote tools
• Worked with Hopkins CTS Covid-19 Rapid response team Recording Engineer
Locker Room Entertainment-Owings Mills, MD
August 2019 to March 2020
• Audio recording and mixing
• Digital mastering
• PC repair
• LAN Support/ network management
• Acoustic room tuning
• Podcast Production
• Project management
Help Desk Technician
Black Turtle Services/Leidos. (Contract)-Baltimore, MD January 2019 to August 2019
• Managed enterprise users credentials within a Windows10 environment
• Trouble shooting within outlook: managing users ost./pst. files, assisting users in creating additional mailboxes and distribution groups,assisted users with issues utilizing Webex with in the outlook calendar.
• Assisted users with network drive mapping within windows 10 environment
• Managed client network access using Active Directory
• Managed Users VPN access using Active Directory
• Added users to exception groups to gain access to domain
• Accessed users machines remotely via Skype for business and Ivanti Management Console
• Recorded Users requests within the Service Now ticketing system
• Routed users request tickets to various specialized support teams using Service Now Medical Collection Specialist
Receivables Outsourcing LLC-Timonium, MD
September 2018 to January 2019
Medical debt collection
Medical Insurance billing
Processing electronic payments
Wireless Support Specialist
MTA Maryland. (Contract)-Baltimore, MD
February 2018 to August 2018
• Activating and maintaining wireless equipment
• Ordering wireless accessories for end users
• Configuring mobile outlook access for end users
• Trouble shooting mobile devices and software
Customer service \ Collections
Delmarva Capital-Baltimore, MD
January 2015 to February 2018
• Account analysis
• Collections on accounts 150 days or more delinquent
• Initiate settlements
• Handling sensitive customer information
• Take inbound/outbound calls at high rate daily
Customer Service Representative
Education Affiliates-Baltimore, MD
June 2013 to January 2015
• Customer Service liaison for colleges and institutes
• Solicit prospective students on available courses and programs
• Follow up and reschedule informational correspondence
• Managing and maintaining outlook calendar
• Facilitating connection between clients and potential students
• Researching and staying abreast of current trends and schedule changes for school Education
Diploma
Woodlawn High School
Certification
Home Builders Institute - Woodstock, MD
Skills
• ServiceNow (5 years)
• Mobile Devices
• Microsoft Windows (8 years)
• Remote Access Software (5 years)
• LDAP
• VoIP
• DHCP
• WAN
• VMWare
• Microsoft Office
• Linux
• Network security
• Google Suite
• Microsoft Windows Server
• SharePoint
• Azure (2 years)
• Citrix
• Solarwinds
• Workday
• Active Directory
• Bomgar
• Firewall
• SaaS
• PeopleSoft
• SCCM
• Warehouse management system
• IT support
• Visio
• Mac OS
• Microsoft Outlook
• Software troubleshooting
• Computer literacy
• Live chat
• LAN
• DNS
• Network Support
• Operating Systems
• PowerShell
• VPN
Additional Information
Technical Skills
• Well-versed in installing windows, software, applications, antivirus and patches
• Working knowledge of networking devices and printers
• Experience in backup and image management software
• User of Microsoft Office Applications (Word, Excel, PowerPoint and Access)
• Able to configure VPN and server/client side hardware and software
• Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results
• Skilled in installing, repairing and troubleshooting hardware including Windows-based PC platform hardware and peripherals
• Proficient in working without supervision
• Ability to work with users remotely
• Proven record of managing time and priorities effectively
• Demonstrated expertise in Microsoft Windows XP, Vista, 7 and 8
• Committed to expand knowledge of new and related technical concepts Interpersonal Skills
• Exceptional organizational skills
• Excellent customer service acumen
• Analytical and problem solving skills
• Project management skills: Influencing, leading, negotiating and delegating abilities
• Outstanding communication skills to relate with team members and support workers
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