Help Desk Technical Support

Darryl Hankinson

Home 248-***-****

******.*********@****.***

Career Objective

"To secure a challenging position in a dynamic, goal-oriented IT environment where I can leverage my skills, education, and experience to drive organizational success and contribute to innovative solutions." Summary of Qualifications

• More than 25 years of professional experience in Help Desk and Technical Support

• Experienced with popular enterprise systems such as SAP, AS400, Oracle and JD Edwards

• Able to analyze problems, research solutions and escalate calls to appropriate departments

• A team player, years of experience working in a team environment

• Experience in providing Remote, 2nd level support

• Competent using current software including, Microsoft Office 365, IBM Notes and Adobe products

• In-depth knowledge of using and troubleshooting computer peripheral equipment

• Able to initiate and follow-though service tickets through closing

• Proficient in using Active Directory to create accounts as well manage security access Skills

• Technical Troubleshooting • OS System Upgrades / Restaging

• Mobile phone/tablet support (Apple / Android) • Preventive Maintenance

• LAN Connectivity troubleshooting • Phone, email & Online Support

• Citrix Support • Printer Troubleshooting

• Experienced with Cisco WebEx, Jabber and • Desktop Troubleshooting Anyconnect

Employment History

Logicalis 2019 - Present

Service Desk Technician - Trainer

• Provide phone and email support for over 20 different accounts including, Total Safety, Access, Day and Zimmerman, Gorilla Glue and La-Z-Boy

• Troubleshoot issues with multiple Operating Systems including Windows XP, 7, 8 and 10

• Create user accounts, distribution lists and security groups in Active Directory

• Work with remote support tools such as, TeamViewer, VMWare, Go to assist, VNC Viewer, Bomgar, Windows remote assistance and Log me in

• Create training documentation to help new agents through their first few weeks and beyond

• Train new agents on accounts they will be supporting

•Attend weekly meetings with multiple customers, providing input on how to provide the best I.T experience for their end-users.

Hewlett-Packard 2016 - 2019

Level 2 I.T Technician

• Supervised IT technicians and interns

• Coordinate Daily Production Meeting of multiple teams, including Server, Network and Security

• Service level adherence monitoring

• Create help desk documentation with step by step instructions on problem resolving techniques

• Provided IT support to internal programmer for software

• Managed company data backups

• Provided help desk staff for global products for General Motors

• Answer critical line, which consists of handling production stopping issues

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