IT Technical Help Desk and Desktop Specialist
Resume:
STEVE NAPACK
Oakland Park, FL *****
********@*****.***
Project Field Engineer
IT Help Desk and Desktop support Engineer experienced assisting internal and external users in a Windows Enterprise environment. Able to diagnose, isolate, and apply knowledge to resolve computer and software issues remotely, over the phone, email, and onsite. Network support includes Active Directory for creating new user accounts, assigning rights, adding new computers to window domains, and managing lockouts and passwords. Other abilities include maintaining connectivity, printer support, and managing email accounts. Skilled at communicating technical concepts to employees and management at all levels in a professional and friendly manner.
Core Competencies
●Self-Management
●Customer Service
●Quality Conscious
●Sound Judgment & Decision Maker
●Communications
●Organization
●Time Management
●Assignment Prioritization
●Asset Management
●Multitasking
●Independent and Team Worker
●Project Management
TECHNICAL SKILL OVERVIEW
●Break/Fix
●Imaging
●Virtual Machines
●Help Desk Support
●Microsoft Office 365
●Lan/Wan
●SharePoint
●Active Directory
●Remote Support
●Ticketing Systems
●Field Service
●Desktop Support
●Printers
PROFESSIONAL EXPERIENCE
Randstad USA
Lennox NAS May 2021 - April 2023
Contractor - IT Support Technician
●Provided phone support to field technicians servicing HVAC equipment at major accounts.
●Walked store managers at retail level through troubleshooting steps over the phone.
●Monitored computer rooms remotely to maintain proper cooling temperatures and reset if needed.
●Created work orders and service tickets according to priority levels.
●Verified repairs were completed and provided a checkout code to the tech.
●Updated history and closed out tickets.
Apple One
Neptune Society Sept 2019 – DEC 2019
Contractor - Help Desk Technician
●Responded to Help Desk calls, service tickets, and e-mail for technical support.
●Active Directory used to unlock users, reset passwords, create new employee accounts, archive terminated accounts, add security groups, and to move users and computers to their correct OUs.
●Migrated Windows 7 laptops to the Windows 10 operating system.
●Created mobil e-mail work instructions and assisted clients with the installation on iPhones and Androids.
●Provided internal technical Desktop support for Pcs, laptops, printers, and software.
●Conducted remote sessions to diagnose equipment, install software, update drivers, and map printers.
Centennial Bank
Desktop / Field Technician July 2017 – June 2019
●Responded to Help Desk tickets using the Service Now ticketing system.
●Supported Microsoft Office 365.
●Built workstations and set up training and meeting rooms.
●Accessed Patch Panel and Switches to activate Ethernet ports and maintain connectivity
●Imaged laptops using SCCM.
●Used Active Directory to manage network admin tasks.
●Configured network printers, added licenses, and assigned login security permissions.
Smart Source Technical Staffing Solutions, Inc.
Contractor Field Service (part time) April 2016-current
●Provide IT field support on an as needed basis.
●Replace computer equipment, switches modems and IP phones with updated models.
●Install printers and configure for network connectivity.
●Create standalone workstations and assure customers can log in.
●Provide superior customer service skills while interacting with employees at all levels.
TMS HEALTH (A Xerox Company) June 2012 – March 2016
Desktop Support Technician
●Provided desktop, help desk and remote support for over 600 internal and external call center clients.
●Repaired computers and added software.
●Used Remedy ticketing system to assign tasks, work orders and to update progress.
●Maintained and ordered inventory, tracked assets, and recorded serial numbers for software and laptops.
●Imaged Pcs and Laptops using MDM.
Education
PC Professor
Computer/Information Technology
A+/N+
College
Nassau Community College
Business Administration
C.W. Post University
Business Administration
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