Desktop Support Technical

Thurman J. Andrews

*** **** ******, ************ ** 28305

Cell: 910-***-****) **********@*****.***

INFORMATION TECHNOLOGY LEADER

Senior Technical Operations / Senior Desktop Support Administrator / Customer Solutions Provider

Solutions-oriented IT Professional with 20+ years providing dynamic and business critical tier 2+ cost effective technical support and training services for local and remote data centers US wide to diverse, multiple level end users. Successfully performs the day-to-day maintenance of complex technical challenges in parallel with project planning and delivery of new high-performance technology. Demonstrated ability to interface and build key relationships with both business and technology groups to achieve targeted performance goals. Customer-focused leader who inspires teams through needs assessment, and effective listening and communication skills.

Strategic & Performance Analysis

System Development Life Cycle

Multi-Site Management

Troubleshooting/Problem Resolution

Remote Data Center Support

Process Improvement

Cross-Functional Team Leadership

Cost Effective/On Time Delivery

Printers Deployment

Mentoring & End User Training

Oral & Written Communication

Contingency Planning

TECHNICAL CORE COMPETENCIES

Certifications:

A+ Certification, Network+ (Currently Pursuing), dell certification

Platforms:

Microsoft NT, XP, Vista, Windows 7, Windows 7 64 Bit, Windows 10

Productivity Tools:

Office 97, Office 2000,2003,2007,2010, 2013, Office 365, Lotus Notes (4.6, R5, R6), Outlook 2003, 2007,2010,2013,2016 and 2019 IBM MVS, Remedy, ServiceNow, Vantive, SAP, Adobe (CC Versions),Group Wise, Foot Print, Workplace Tech, Dame Ware, Cisco Clean Access, Cisco VPN, Visio (2000, 2003,2007) Sonic Wall, Service Now, SharePoint, SCCM and Team viewer, bit locker, air watch, smart phone configuration

Networks:

Novell, Cisco, VPN, Avaya

Domains:

DNS, DHCP& IP Addresses

PROFESSIONAL EXPERIENCE

Dyopath (Caterpillar)

Desktop Support Technician

October 2022- December 2024

Installing, physically moving, changing/upgrading, and disposing of Printers, Computer hardware and software products.

Maintaining virus protection, OS service packs, general operations, and providing back-up and disaster recovery

Handling prints queue issues.

Performing hardware and software break fix on Printers, Computer equipment within our customer’s site

Managing PC loaner program.

Managing the PC refresh for the office.

Other Duties as assigned.

Email (Office 365 Support)

Coordinate with Hardware repairs with Vendors.

Maintain inventory of all client hardware for the client

Utilize remote access tools to resolve issues.

Identifies and documents troubleshooting and or installation procedures as appropriate.

Re-image and Update systems (Deployments) to Windows 10 and Windows 11 (SCCM as a Patch deployment Tool)

Managing tickets and task using the SNOW ticketing system.

Diagnosing complex hardware and software computer issues.

Working Daily using Active Directory

Kuraray America, Inc. (Feb 2022- October 2022)

Desktop Support Admin. Specialist

Managed and repair all software, hardware and network printers problems, including tracking and servicing repairs utilizing Service Now (SNOW)

Support, Desktop Maintenance, Telephone systems (Cisco IP Phones) and Handheld Scanners

Email (Office 365) Support

Re-image and Update Systems (Deployments) to Windows 10 (SCCM as a patch deployment tool)

Responsible for tracking and the inventory for new laptop and the Replaced laptops

Coordinate with infrastructure and security teams on desktop/laptop software install requirements.

Coordinate’s hardware repairs with vendors

Maintains an inventory of all client hardware for the entire company.

Identifies and documents troubleshooting and or installation procedures as appropriate.

Utilizes remote access tools to resolve issues as appropriate (VNC Viewer)

Work with LAN Operations, Networking and Application groups as appropriate to determine and resolve problems received from clients.

Creating and managing network accounts using Active Directory

Altium Windows & Doors (Insight Global) (March 2021- January 2022)

Site Administrator II

Managed and repair all software, hardware and network printing problems, including tracking and servicing repairs utilizing (Service Support Desk)

Support, Desktop Maintenance, Telephone systems (IP Phones), Handheld Scanners

Email (Office 365) Support

Re-image and Updated Systems (Deployments) to Windows 10 (SCCM as a patch deployment tool)

Responsible for tracking and the inventory for new laptop and the Replaced laptops

Coordinate with infrastructure and security teams on desktop/laptop software install requirements.

Coordinate’s hardware repairs with vendors

Maintains an inventory of all client hardware for the entire company.

Identifies and documents troubleshooting and or installation procedures as appropriate.

Utilizes remote access tools to resolve issues as appropriate (Team Viewer)

Works with Helpdesk, LAN Operations, and Networking and Application groups as appropriate to determine and resolve problems received from clients.

VF Corporation (Tek Systems) (January 2021-March 2021)

Desktop Support Specialist

Support, Desktop maintenance, telephone systems (IP Phones) as well as assistance with vendor referral.

Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing (Service Now)

Re-imaged and Redeployed iPads and iPhones for The Retail stores that the VF Corporation Supported (Vans, Timberland, Icebreakers) using Apple Configurator

Re-imaged and Updated Systems to Windows 10

Responsible for tracking and the inventory of the iPads and the laptops for shipping and disposals

LabCorp (Tek Systems) (November 2020-December 2020)

IT Technical Support

Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing (Service Now)

MS Outlook Support and Active Directory access, (unlocking accounts, changing password and file folder permissions) on laptop and Desktop systems

Re-imaging, Updated Systems to Windows 10

Goodwill Industries July 2019- April 2020

Network Support Specialist 1

Delivery and support of enterprise and technology and infrastructure systems.

Support, Server/Desktop maintenance, telephony systems, as well as assistance with vendor referral.

Performed routine IT projects that required managing project change requests issues and risks, including maintaining the actual progress with the original project plan, and tracking/spending against the budget and communication status to all key stakeholders.

Managed and resolve all software and hardware problems.

Assist Clients with Software and Hardware issues.

Provide on-site or remote Technical Support (Radmin Viewer)

Trouble shooting POS System issues (Cash Registers at the Store locations)

Identify log and Resolve Technical problems via Ticketing System

Trouble Shooting Network issues.

Trouble shooting Printer issue and Telephone system issues.

Trouble shooting Customer Care Card’s and Gift card using the Counterpoint software admin tools.

Maintaining Technical Documentation in association with functional of the departments.

Troubleshooting Mobile Device issues

Managed Windows Active Directory

Best Buy September 2018- July 2019

Computer Sales Associate

Engage customers using selling skills to build complex connected in a fast-paced dynamic environment where the customers feel supported and leave delighted.

Inspire customers by showing them what is possible with Technology.

Maintain the department’s merchandising and readiness to serve the customers.

Knowledge of computer technology and various computer systems (Tablets, laptops, desktops, Printers and computer components and accessories

Extremely familiar with the Best Buy point of sale software platform

Strong customer service skills

Energetic and knowledgeable about products

HCL America (Blue Cross Blue Shield) February 2018-March 2018 (Contract Canceled)

Desktop Support Specialist

Support internal customers and remote users on individual programs with hardware/software (Windows 7, Windows 10) for all company wired/wireless laptops, desktops, workstations, printers and all other computer peripherals, and remotely assisted clients using Remote Control Software

Installed memory cards, video cards, NIC cards, system boards and other hardware for laptops an desktop workstations.

Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing Service Now)

MS Outlook Support and Active Directory access, (unlocking accounts, changing password and file folder permissions) on laptops and Desktop systems

SINCERLY YOURS (Remote) September 2016- November 2017

Help Desk Specialist 2

Provide Technical assistance and support for incoming queries and issues related to computer hardware and software. Respond to queries by telephone are Remote software. Maintain Computer systems daily.

BB&T, Wilson, NC August 2015- Nov-2015

(52K) IT Client Delivery Analyst (Desktop Support, Contract. Open new Bank locations)

Provided internal customer IT software and hardware support, as well as delivered individual programs on laptop/hardware support, desktops workstations, printers and all other computer peripherals. Managing on going IT Projects regarding New Bank Branches opening and closing. Supporting vendors with IT Equipment installs and configures for various bank branches. Provide technical expertise for the designing, planning, testing and implementation phases of Client/Server projects as assigned by the Client/Server Management.

Provide a support role in team’s efforts related to the successful implementation of Client/Server systems into production while following BB&T standards and procedures.

Effectively be able to create and maintain relationships with key support partners, line of business representatives and vendors.

Successfully support the implementation of complex medium to large scale enterprise projects.

Help team with the development of improvements. Under limited supervision, lead efforts in investigating, evaluating and incorporating best practices based on knowledge of environment.

Support efforts related to branch opening and working with vendors to make sure the correct IT Equipment, computers and peripherals are configured and delivered.

Support the Second level technical support of Client systems in the providing of expert problem analysis and resolutions.

Work with vendors and contractors on and off-site to ensure project completion. Supervises assigned projects performed by vendors.

IT Operations Manager\Project Administrator (Old CFO retired, New CFO laid me off)

International Society of America (ISA), Raleigh, NC (Promoted to IT Operations Manager in 2013) January 2012 – June 2015

Provided internal customer IT software and hardware support, as well as delivered individual programs on laptop/hardware support, desktops workstations, printers, and all other computer peripherals. Ensured all computer laptops and desktop repairs on various computer systems (Dell Desktop/Laptops, and Lenovo Laptops). Tracked repairs, installations, and service via IT Help ticketing system for 60 users.

Performed routine IT projects that required managing project change requests issues and risks, including maintaining the actual progress with the original project plan, and tracking/spending against the budget and communication status to all key stakeholders.

Managed and maintained Windows 2000/XP/ Window 7 based network, providing backup and network administration services, virus/spyware protection, user account management and system security.

Managed and maintained all company software programs and their licensing (Microsoft and Adobe).

Installed and maintained network and server hardware and software; maintained LAN hardware, network nodes, and wiring, diagnoses and corrects network and system related problem.

Kept abreast of innovations in LAN, office automation, and computing products, evaluating how they apply to ISA needs and recommending appropriate changes.

Monitored server issues and including adding and configuring users, folders, file permissions (folders), and password issues, etc.

Managed Windows Active Directory

Troubleshoot Network problems.

Lead contact for Conference room support including Equipment setup and Projector inventory.

Smart Phone configuration

ANDREWS, THURMAN J. PAGE 2 OF 3

Created email accounts and oversaw problems for permissions issues, monitoring using Web Sense email security/MX Logic, and configuration utilizing Microsoft Exchange 2003 & 2010

Managed the corporate Dell phone account and provided technical support for all cell phone, iPad devices, corporate telephone (desk phones), voice mail, fax, speakerphone, and copier systems.

Managed the company’s website domain renewals through Network Solutions and GoDaddy.com

Supervised and worked with vendors and contractors on/offsite to ensure successful project completion.

Worked with Users on the phone and worked on issues remotely.

TELEFLEX MEDICAL, Research Triangle Park, NC April 2008 – Oct 2011

Desktop Support Administrator (Perm, Laid off)

Supported internal customers and individual programs with hardware/software (Windows XP, Windows 7) for all company wired/wireless laptops, desktops, workstations, printers and all other computer peripherals, and remotely assisted clients using LANDesk Software.

Installed memory cards, video cards, NIC cards, system boards and other hardware for laptops and desktop workstations.

Managed and fixed all software and hardware problems, including tracking and servicing repairs utilizing Remedy ticketing system.

Lead contact for Siemens phone issue and Siemens phone configurations (Display name changes, Voice mail setups etc.) at all the Teleflex locations (Haslet, Kenosha, and Mansfield).

Configured and set up MS Outlook 2003 and Active Directory (unlocking account, Changing password} on laptops and Desktop systems.

Worked as The Lead Technical coordinator on the End of Lease computer renewal program from 2009-2010.

SQUARE1 BANK, Durham NC June 2007 – April 2008

Desktop Support Specialist II (Perm, Left job for Teleflex Medical)

Help Desk support for over 150 users US wide monitoring server via sales force ticketing system, as well as internal customers and individual programs with hardware/ software (Windows XP, Windows 7) for all company wired/wireless laptops, desktops, workstations, printers and all other computer peripherals.

.

Troubleshoot, service and tracked repairs for all versions of computers on various systems (Compaq, HP Laptops, & Dell Workstations), as well as maintained Blackberry support (mail/user configuration, and activation), and Active Directory (adding users, configuration, file permissions).

Configured and set up MS Outlook 2003, created Microsoft Exchange (2003) users accounts, and monitored email using Barracuda software (Unblocking Email, Email Deliver, and Spam)

Installed memory cards, video cards, NIC cards, system boards and other hardware for laptops and desktop workstations, and IP phone issues (ShoreTel)

TEK SYSTEMS (North Carolina Central University), Durham NC December 2006 – May 2007

Desktop Support Specialist III (Temp, Contract ended)

Provided internal customer IT software and hardware support, as well as delivered individual programs on laptop/hardware support, desktops workstations, printers and all other computer peripherals.

Identified, resolved and tracked all software and hardware problems (Windows XP, Window 2000), as well as all computer repairs for all computer systems, including Compaq, HP, Dell, Gateway, Acer, and Sony.

Wireless configuration for laptops using Cisco Clean Access Agent for University Student and Staff.

Installed memory cards, video cards, NIC cards, system boards, other hardware for all types of workstations.

Track repairs, installations, and service via footprints ticketing tool system.

Main Back-up for the North Carolina Central University Technical Support Help Desk

Configure and set up Group wise, MS Outlook 2003 on laptop and Desktop system.

YAMAS CONTROLS GROUP, Morrisville NC August 2006 – December 2006

Technical Support Specialist (Temp, Contract ended)

Provide internal customers with software and hardware support, including full system installations. Remotely assist clients using Dam ware Software with various software programs including, Microsoft Office 2003 and Outlook 2003). Managed repairs on various computer systems (Compaq, Dell, Gateway, and HP).

ANDREWS, THURMAN J. PAGE 3 OF 3

Supported individual programs and hardware support on laptops, desktop workstations, printers and all other computer peripherals.

Installed memory cards, video cards, NIC cards, system boards and other hardware for all workstations.

Configured and setup, desktop workstations, laptops, and printers for the TCIP network.

Troubleshoot all software and hardware problems (WIN NT, Win95, Win 98 and Windows 2000 and XP)

Assisted troubleshooting network issues, (Switches, Routers, Wireless routers)

Implemented and troubleshot server problems

BAYER PHARMACEUTICALS/TALECRIS, Clayton & Raleigh, NC 2000 – 2006

Technical Support Specialist II

Remotely assisted clients using LANDesk Software with various software programs, including Lotus Notes, Microsoft Office, and maintained user’s accounts on NT Server, tracking repairs, installations, and services via Remedy ticketing tool system. Provided internal customers with software and hardware support, including full system installations.

Support individual programs and hardware support on laptops, desktop workstations, printers and all other computer peripherals.

Install memory cards, video cards, NIC cards, system boards and other hardware for laptops and desktop workstations.

Configure and setup, desktop workstations, laptops, and printers for the TCIP network. Troubleshoot all software and hardware problems (WIN NT, Win95, Win 98 and 2000)

Configure and set up Lotus Notes 4.6 and Lotus Notes R5, R6 on desktop workstations and laptops.

EDUCATION

Computer Technology and Network Administration Degree, ECPI Technical College, Raleigh NC (1995)

Law Enforcement Degree, Fayetteville Technical College, Fayetteville, NC (1990)

Computer Science Credits/Courses, North Carolina A&T University, Greensboro, NC (1986-1988)

Contact this candidate