Help Desk Technical Support

Anthony Howard 310-***-****

Summary:

Highly experienced IT professional with 15+ years of experience in technical support and administration. Worked in projects which involved setting up international Video Conferences and meetings utilizing tools such as Microsoft Teams, Zoom and Zoom management as well.

Experienced in managing the ordering of computer hardware/software as well as maintaining computer equipment inventories. Has expert knowledge Cisco VOIP, VPN management, TCP/IP, wireless networks, troubleshooting computer hardware, software and peripherals.

Education:

•Bachelor of Science, Business Management, Alaska Pacific University-2012

•Associate of Arts, Social Sciences, Golden West College

Certifications:

•MCP Microsoft Certified Professional, New Horizons-1999

•Secret Government Security Clearance-2010

Technical Skills:

OS: MS Windows 7/10/11, Cisco, Windows Server 2008, Vista

Network: TCPIP, Wireless, LogMeIn, Webex, Dameware Remote Control, Azure, MFA, Confluence, Bomgar

Applications: MS Office, O365, Symantec Anti-virus, VM Ware, Ghost Imaging, Back Up Exec, Drive Image XML., Cisco AnyConnect

Hardware: HP Notebooks, HPDL 385, MacBook Pro, iPad, Android, iPhone, SonicWALL, Lenovo Notebook, Scanners, Printers, DELL.

Administration: Active Directory, including add/remove users, add/remove groups, Group Policy Administration, log-in script creation, file permissions, Exchange Admin Center

Experience:

LA Care

October 2024-Present

Help Desk II

The Help Desk Technician II provides workstation phone, off site and onsite support for users, vendors and/or clients, resolving computer issues and help desk-related requests. This position plans, analyzes, configures, and installs new personal computer systems, determining user specifications for hardware and software upgrades; maintains and repairs existing computers; and deals with most issues that are simple or routine, escalating more complex or involved issues to Level II staff. The position also relies on past experiences in order to resolve more challenging issues and may include but not be limited to “out of the box thinking” in order to attain the desired result. This position composes documentation and communication regarding help desk/telephone support operations, and focuses on customer relations, achieving user comfort level on computer applications and equipment. This position may be required to travel on an as needed basis in order to fulfill user support responsibilities.

Alderson Loop/Evolent Health Care

May 2023-May 2024

Help Desk Lead

•Help Desk Level II/III support for Evolent Health Care (support for 4 acquire companies) Windows 10, AD, Azure, Jira ticketing system.

•Supporting the company’s internal systems for Doctors, Nurses, staff for Evolent Health Care.

•Provides support to internal users who require technical assistance or have questions regarding any portal related issues.

•Manages and maintains trouble tickets that include tracking problems and actions taken.

•Provide remote assistance to all users including guiding the user through the application.

•Installs new PCs and printers.

•Setups company cell phones for new users.

•Acts with honor and integrity, serving as a role model for the IT department and company.

•Respects and maintains HIPAA confidentiality guidelines.

•Acts as an interdepartmental liaison between all New Century Health offices, departments, and committees.

•Perform other duties as assigned including on call support and special projects outside of normal business hours.

Paranet Solutions (MSP)/Nvision Centers

May 2022-May 2023

Desktop Support Engineer

•Working on site for a manage services provider hands on Desktop at Nvision Centers traveled as needed Windows, DELL computers, servers, Printers, Windows 10, Office 365.

•Duties include but are not limited to inventory and asset management.

•AD Administration, password resets, drive mappings, etc. Come up with creative solutions when working at one of the company’s 55 work sites as all sites are not equal or equipped the same.

•Prepare equipment shipments to multiple sites on a weekly basis.

•Train new hires with log in process, short cuts on their desktop and profile, side by side support.

•Image laptops and desktops with company created image or from scratch in some cases, as there are multiple platforms used by this company, Dell, Lenovo, HP, just to name a few.

•Occasionally go to work sites to work with Engineers for server issues as well.

BoatUS (apart of GEICO and the Berkshire Hathaway family of companies)

Oct 2018-May 2022

Help Desk Technician

•Provide IT support hands on and phone support Windows 7/10 Desktop support.

•Basic administration of Windows and UNIX User Accounts.

•Help Desk phone call queue and ticketing system.

•Hardware repairs to PCs and Laptops.

•Configure and deploy computers via MDT Mobile Data Terminal.

•Provide basic printer support.

GDR/Broadcom Limited

Oct 2017- Oct 2018

Desktop Support Engineer

•Responsible for installation, configuration and ongoing maintenance and usability of desktop and laptops computers, printers, handheld/mobile devices, peripheral equipment and software within established standards and guidelines.

•Troubleshoot issues with desktops and notebooks including connectivity, blue screens, virus and printing for both on and off-site users.

•Mobile device support Android, iPhone, Blackberry wireless devices deployment and support.

•Provide support for mobile users who work at home, travel, or work from a remote office using remote management tools.

•Respond to all end user support issues in a timely and professional manner.

•Remote and desk-side installation of various software packages, engineering tools, and patches utilizing Altiris/SCCM.

•Use image software to apply Windows operating systems or perform backup images.

•Perform new hire user education.

Southern California Edison/Disys

May 2017-Sep 2017

Desktop Support Engineer

•Coordinate I.T. Shipments for Edison Hubs throughout Southern California

•Image machines in bulk utilizing SSCM

•Coordinate Inventory and shipments received for upper management review

•Update all facets of an open ticket utilizing the Remedy system and analyzing inventory counts within SAP

•Support local users on the desktop side including but not limited to software installs, patches and On boarding Set ups

•Ability to multi task and change redirect energies as necessary

•Coordinate’s all return shipments and warranty exchanges with Dell

Abbot Medical Opitics/Spectra Force

Jul-2016-May 2017

Desk Side Support

•Desk side support Provide support for meeting, video conference set up and troubleshoot.

•Provide support for IT documentation, creating and editing documentation.

•Assist IT Manager on asset management ordering hardware and software.

•Meet via Web Ex with other team members to discuss weekly projects and objectives.

•Provide support for IT related projects migrations, upgrades, moves/adds/changes.

•Install desktop/laptop computers, printers and application software.

•Provide second level computer support for local and remote end users.

•Develop Software Installation Scripts.

•Manage inventory of end user computer assets.

•Write Technical Support documentation for the Helpdesk and worldwide IT Infrastructure.

•Monitor trouble tickets and provide daily reports.

Lennar Multi-Family

Mar 2015-Jul 2015

Regional Site Administrator

•Provided support for the local area network, and communications equipment.

•Worked closely with helpdesk and other Lennar IS associates and 3rd Party Vendors to provide excellent customer service to the Lennar team.

•Managed the ordering of computer hardware and software for the region, as well as maintain computer equipment inventories.

•As Regional Site Administrator provided Lennar Multi-family Associates support for all computers, iPads and phone devices as well as ordering all said devices for associates.

•Provided timely and courteous user support for technical questions relating to the use and operation of Lennar equipment.

•Coordinated and provided support for the region and remote sites including; Division Offices, Leasing Offices, and Construction Offices.

AlconLensx Lasers

Nov 2011-Mar 2015

Technician Analyst

•Manage multiple projects between 3 domains as Technical Support Analyst.

•Shipping, receiving, planning, instructing, executing plan in pre-determined time frame.

•Configure printers, scanners for users domestic and international.

•Modify user permissions through Active Directory administration.

•Instrumental in helping manage all mobile devices through the addition of Mobile Iron used in helping to manage and track laptops, IPhone’s, iPads, and Android mobile devices.

•Helped to Administer ERP system, MQ1 by Cebos

•Created accounts, permissions and troubleshooting for MQ1 users or escalated to both the local SME or Cebos as needed.

•Administer Outlook on multiple domains through Microsoft Exchange tools.

•Proficient user of Server 2003 and 2008.

•Configure users with email on iPhone and Android devices.

•SCCM

•Configure remote user VPN with FortiClient.

•Monitor open tickets, network resources and more through Spiceworks.

Kimco Staffing

Jan 2011-Nov 2011

LAN Technician

•Image desktops and Laptops, provide remote support to users in 20+ CA locations.

•Responsible for all mobile phones distributed to employees including maintaining contracts, billing challenges and establishing a positive rapport with service providers.

•Deploy and configure printers and scanners, put on network for networking capabilities.

•Backup and restore data from older machines to newer machines utilizing server and external hard drives.

•Restoring Lotus Notes email configurations as well as printers and mapped drives.

•Provide support of VMware user base including, resetting desktops.

Bitcentral Inc.

Apr 2010-Jan 2011

Software Support Engineer

•Run SQL Queries on both Windows 2000 and Windows 2005 platforms.

•Video playout server configuration file modification.

•Reprocessing XML files and modifying the file properties.

•Hp server builds in RAID 5 using HP Proliant tools.

•Standard definition and Hi-definition video modifications.

•Server evaluation and replacement recommendations as necessary.

•Software upgrades in concert with meticulous settings verifications.

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