Information Technology Service Desk
Resume:
Darius Lucas
**************@*****.***
Marietta, Ga 30008
EDUCATION
GEORGIA PERIMETER COLLEGE
Associates in Information Technology
YEAR UP / COLLEGE PARTNER
●Year Up is a leading one-year career development program with 250 corporate partners around the country; the program includes college-level courses, professional training, and a six-month internship
●Accrue 200+ hours of hands-on training in IT Helpdesk
●Earning 24 college credits towards a bachelor’s in information technology in partnership with ACE
●Relevant courses include: Computer Applications, Operating Systems, Computer Hardware, Networking and mobile devices
PROFESSIONAL EXPERIENCE
ExamWorks 11/2024 - 1/2025
●Responding to requests for help from customers.
●Troubleshooting and resolving difficult technical issues effectively and efficiently.
●Prioritizing, evaluating, resolving and escalating calls as required.
●Providing appropriately detailed and timely follow-up support with customers.
●Submitting accurate and well-documented solutions consistently for inclusion in the knowledge base.
●Recording every interaction with a customer into the service management system.
●Instructing customers in the use of hardware, software and manuals.
●Configuring and distributing hardware and software to customers in a timely manner.
●Installing hardware and peripheral components such as monitors, keyboards, printers and disk drives on customers’ machines.
●Loading specified software packages such as operating systems, word processing and all proprietary software programs into personal computers.
●Configuring and troubleshooting network hardware and communication equipment, operating systems and personal computers.
●Interacting with Active Directory for Moves, Adds, and Changes.
●Configuring and maintaining VDI pools and troubleshooting issues with VDI.
●Entering commands and observing system functions to verify correct system operation.
●Recommending or performing minor remedial actions to correct problems identified.
●Providing updates, status and completion information to the Service Desk Manager through voicemail, e-mail, or in-person communication
●Monitoring new technologies and/or updates required to support the various systems currently in operation.
●Self-assigning and monitoring progress of work, reporting progress to the Service Desk Manager on a regular basis.
●Be on call for after-hours coverage as listed on a rotation schedule or as needed.
●Maintaining medical confidentiality.
●Performing miscellaneous duties as assigned as assigned by management.
Mingledorff’s INC. 02/2022 – 07/2024
System Support Specialist
●Manage all personnel and Site IT equipment.
●Phone systems (Zoom)
●PC break/fix.
●Router/switch maintenance
●Router/switch install/configuration.
●Local firewalls (Cisco, Pix or ASA)
●Printers and copiers
●Production machinery that is network connected (and some that isn't, if it is a PC)
●User software and accounts
●Scanner Devices
●Application Support, predominantly SX.E, “Trend” moving from 6.6 – 10.X (Single Source,SAP,OEA)
●EMail Support (Exchange)
●Microsoft Office (Varying revs with a focus on O365)
●Assess, communicate and recommend mitigations for risks associated with IT.
●Participate in the administration of MSFT Exchange Server and O365
●Participate in the administration of MSFT AD/DC in our environment.
●Participate in the administration of the Server environment, both HW, SW, and OS
●Document the practice, employment, and standard support activities for review, training and budgeting purposes.
●Evaluate, implement and manage PC/Laptop Imaging Process.
●Evaluate, implement and manage standard HW Order List with Exception Process
●Implemented new inventory and disposal process.
Southeastern Computer Associates 09/2021-12/2021
Solutions Engineer
●Design, implementation, and support at the network level: WAN and LAN connectivity, routers, firewalls,
●and security.
●o Design, implementation, and support of hosted and cloud solutions for clients using technologies that
●meet their requirements.
●o Design, implementation, and support of data backup solutions and of disaster recovery solutions.
●o IT support relating to technical issues involving Microsoft and Google’s core business applications,
●as well as virtual environments built on Microsoft Azure, MS 365, and Google Chrome
●o Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
●o Support services for virtualization technologies: VMware, Microsoft.
●o Remote access solution design, implementation, and support: VPN, Terminal Services
●o Use of the remote monitoring and management (RMM) and professional services automation (PSA)
●systems: track tasks assigned, enter time, communicate w clients, update agent scripts, document
●client systems, and respond to support requests
●o Documentation of devices, systems, processes, procedures, and maintenance for client computer
●systems and network infrastructure
●o Communication with clients as required: keeping them informed of incident progress, notifying
●them of impending changes, or agreed outages.
Harry Norman Realty 07/2021- 9/2021
IT Support Technician II
●Supports networked computers in a 1,000+ node network, multi-location, multi-national environment.
●Provides excellent customer service to all users in the organization, ensuring resolution is timely and accurate according to Service and Business Level Agreements.
●Supports Windows & macOS operating systems, IBM Notes, NAV/SAP client connectivity,
●Microsoft Office & Microsoft 365 apps, network printers and copiers, wired and wireless networking, and mobile and wireless devices (i.e. iOS, Android, Windows, etc.).
●Provided support for Cisco WebEx platform and products.
●Provided support and assistance for Technical Support Personnel.
●Provides support for PBX, phones, and voice systems.
●Provides support, assistance and maintenance for Audio/Visual and telepresence systems.
●Maintains hardware and software inventory, controls lifecycle of hardware and software assets, and performs asset disposals.
●Records details of all support incidents and requests into the Helpdesk system.
●When necessary, works closely with other departments to ensure a timely and efficient resolution to incidents and requests.
CP Medical 03/2021- 7/2021
Desktop Support Analyst
Provide remote and physical support for all CP Medical employees through call, email, and face to face problem solving techniques
●Provide end-user facing support for PC hardware and software issues.
●Deploy new hardware and software.
●Perform maintenance on existing equipment.
●Participate in planning and implementing large scale projects
●Constructed a list of the current machines in the building and created a plan to upgrade all machines in the building
●Ran security risks and removed any malware and viruses
●Walked the floor daily to enable users to ask questions without having to enter in tickets
RaceTrac Petroleum Inc. 03/2017- 12/2020
Tier 1 Technical Support Analyst
Provide remote and physical support for all RaceTrac employees and outside vendors through call dispatching functions, and face to face problem solving
●Worked alongside Konica printer technicians to resolve all printer issues
●Used Active Directory to create user accounts and computer names while moving users to distribution lists
●Built and moved all technologies from Cumberland Office to Cobb Galleria Office
●Upgraded all end user technology from Windows 7 to Windows 10
●Run security risk scans and remediate any malware
●Installed Cisco Softphone and Cisco VoIP phones for end users
●Used Cisco WebEx for remote connection and video conferencing
●Work in conjunction with network operations to ensure users have VPN access
●Rotated over 5 floors at RaceTrac HQ to provide on-site end user support
●Order replacement parts for faulty equipment
●Setup all new hire equipment (Cellphones, Laptops, PC, Email, VoIP, Desk, etc.)
●Greet and assist anyone that comes into the tech support lab
●Keep track of RT Inventory (Laptops, Projectors, Desktops, Phones, Tablets)
AirWatch by VMware 08/2016-01/2017
Desktop Systems Intern
Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
●Build new systems (laptop and desktop), and new hires deployment
●Supporting PDAs: configuration support, synchronization support
●Serve as Tier 1 support to the help desk to resolve desktop system issues as reported by the end-users
●Troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required.
●Identify solutions for network security; provide Spyware, Adware, and virus protection.
●Ensure adequate customer follow up communications and timely issue status updates to customer and IT management.
●Create a formal mentorship with IT Desktop peer(s) to share lessons learned and IT knowledge
●Network with cross-functional teams to leverage best practices
●Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.
●Familiar with server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).
●Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).
●Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.
●Identify current operational process inefficiencies and provide recommendations for improvement.
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