Desktop Support Customer Service
Resume:
Jamal Matthews
Dallas, TX *****
*********@*****.***
SUMMARY:
Individual with 10+years’ experience in a desktop support role while performing system troubleshooting and upgrades.
Knowledgeable providing windows support to end users and needed and was an administrator for office 365.
Install, configure, and maintain network hardware and software such as routers, firewalls, and switches
Patch cables for both routers & switches
Experienced providing SCCM Image deployments for laptops and desktops to end users.
Experience with Azure and other cloud tools
Knowledge of computer software, operating systems, hardware and networking
Able to work in a team as well as independently
Configure both android and ios devices
Perform Office 365 troubleshooting
Experienced in providing professional and courteous customer service
Skilled in running PowerShell Script
Skill Set:
Windows Desktop Support
MAC OS Support
Azure administrator tools Active
Use VDI for remote user troubleshooting & problem solving
Install & administer Linux Systems
Asset Management
LAN, WAN configurations
Intune, MTR and AV
SNOW Ticketing tool
MFA configuration
System wipe
EXPERIENCE:
Sabre 03/23 to Present
Desktop Support Engineer
Provide direct service for IT networks as well as customer service to users inside and outside the company
Stay updated on new developments in, and analyze reviews of, computing technologies
Provided technical support for both remote and internal users
Install images using SCCM and JAMF.
Setup MFA for both android & ios devices
Perform cloud migration and management
Setup Microsoft Teams
Perform asset management
Use Azure for system migration, MFA, password issues and lockout
Develop relationship with Dell for e-waste pickup
Perform system wipe on laptops out of warranty
Configure both android and ios devices
Perform Office 365 Traing & Troubleshooting
Run system inventory on new and used equipment
Blue Cross & Blue Shield 08/22 to 01/23
IT Analyst
Administer access rights and entitlements to IT / IS systems.
Ability to cross train peers.
Knowledgeable providing windows10 and 11 support to end users and needed and was an administrator for office 365.
Perform verification of proper authorization and adhere to all security policy and auditing requirements.
Create, modify, and delete network file shares.
Ability to provision access across multiple enterprise platforms and applications, including mainframe.
Run Automation and Scripting. ...
Account Access Management.
Setup MFA for both android & ios devices
Receive a moderate level of guidance and direction.
Work in a collaborative team environment to prioritize and distribute workload among team members.
Fulfil requests for IT / IS systems in accordance with the controls and requirements that govern information security access.
SANTANDER CONSUMER, USA 05/22 to 08/22
Desktop Specialist
Perform SCCM Windows 10 system imaging and system deployment for remote & internal users
Performed Hardware installs and system troubleshooting
Setup phones for Avaya
Perform Office 365 Training & Troubleshooting
Add users and equipment to the OU in Active Directory
Maintain the ticketing system in Service Now
TEXAS HEALTH RESOURCES 04/21 to 05/22
Access Provisioning Specialist
Processing user accounts via service requests: Activate / Change / Terminate accounts using Azure AD
Provide customer support and 2nd level troubleshooting to resolve access related issues as needed
Participates in training activities to ensure proper access is granted only to authorize roles of THR workforce
Modify of security entitlements within multiple security tables and repositories.
Create, modify, and delete network file shares.
Create, modify, and delete security groups and attributes within multiple repositories.
Verify proper authorization on all requests for security access changes, rejects all requests lacking proper authorization; may work with customers to resolve access issues and train users on appropriate requests.
Stay current in Identity Management processes, security, and regulatory requirements
Use PowerShell to run automated task
Automation and Scripting. ...
Security and Monitoring. ...
Setup MFA for both android & ios devices
Account Access Management.
GOODMAN COMMUNICATION 12/20 to 03/21
Service Desk support
Performed image deployment on both Laptops and Desktops
Use administrator tools in Azure
Performed system troubleshooting and upgrades
Cleared users MFA’S
Managed system inventory for new and old equipment
THE FREEMAN COMPANY, Dallas Texas 08/19 to 03/20
Level 1 Desktop Support
Performed system upgrades & migration
Performed system inventory for both old and new equipment
Executed hardware installs and system troubleshooting
Managed system deployment for internal users Perform
Perform Office 365 troubleshooting
Managed System migrations
Help build a basic SCCM Image
Deployed images for windows 10 & 11 using SCCM on new company laptops and desktops
Executed Bitlocker encryption & decryption
CONIFER HEALTH & HCL AMERICA, Frisco, Texas 10/18 to 08/19
Desktop Support
Managed system inventory
Owned Windows 10 system imaging and system deployment for remote & internal users
Performed Hardware installs and system troubleshooting
Managed remote system backup
Provided technical support for remote users
Established remote connection with users using Bomgar
Performed password reset
Gave admin rights to verified corporate users.
Perform Office 365 Training & Troubleshooting
Setup Microsot Teams Meetings
Install, configure, and maintain network hardware and software such as routers, firewalls, and switches
NTT DATA, REMINGTON HOTEL & REACHLOCAL 06/16 to 03/18
Desktop Support & Tier II Support Engineer
Provided technical support for remote users
Established remote connection with users using Bomgar
Performed Bitlocker encryption & decryption
Used Defender Soft Token to reset user token for AT&T vpn access.
Used remedy to send & receive tickets
Performed Windows 7 Professional system imaging and migration for Lenovo systems
Configured requested network printers
Assisted with additional application installs and network trouble shooting.
Perform Office 365 Training & Troubleshooting
Monitored the day-to-day performance of computers and computer systems
Run SCCM image on new laptops and upgrade current company equipment to win10
Mapped network printers
Used active directory to reset user passwords and add users to the correct workgroup with active
Install, configure, and maintain network hardware and software such as routers, firewalls, and switches
Patch cables for both routers & switches
MODIS- FEDEX & CITY OF FORT WORTH POLICE DEPT. 05/14 to 06/16 Desktop Support
Performed system imaging and backups
Executed weekly and monthly server tape backup
Managed Telnet server to change and verify on proper vlan
Configured network printers
Troubleshot issues with Microsoft office tools, TCP/IP protocols, Outlook
Established new wireless network connections
Troubleshot and resolved customer problems regarding mainframe, vpn and other software applications.
Carried out active directory administration, Lotus notes support
Mapped network drives for new workstations
Reset user passwords and add them to the correct work group with active directory.
Used DHCP to reserve IP address for users and network devices.
Install, configure, and maintain network hardware and software such as routers, firewalls, and switches
Resolve network connectivity issues for other employees
Maintain and troubleshoot storage networks
Added windows 7 image & driver to WDS server
Used active directory to reset user passwords and add users to the correct work group with active.
Executed Hardware installs
Scheduled System backups
Performed System inventory
Installed printers & drivers
FUJITSU 06/13 to 05/14
Desktop Support
Managed computer help requests and assigns the tasks to the Onsite-Tech.
Performed system configuration and upgrades
Performed SCCM Deployment
Monitored installation or reintegration process until completed and might have to assign ·
Provided telephone support and one-on-one consultation for the purpose of operational support
Responsible for entering, triaging, tracking, and solving computer hardware and software problems
Troubleshot diagnosis and repairs of all manner of PC and peripheral problems.
Handled maintenance and upkeep of all necessary utilities, software and hardware required for service operations
EDUCATION / CERTIFICATIONS:
Security+ SYS 401 Certificate – Richland College
Network Administrator Certificate- CCI Training Center
Related coursework: Performing system troubleshooting
Microcomputer and Network Certificate- Richland Community College.
Related coursework: Performing system trouble shooting and upgrades
Contact this candidate