Support Technician Desktop

* * * * * Anthony T. Whitmore

Cell/Text• 901-***-**** • **********@*******.***

IT SUPPORT TECHNICIAN

Certified IT Professional and Networking and Communications Management graduate with knowledge and skills in the IT field. Certifications include CompTIA A+, ITIL Foundation and pending Microsoft Specialist in Windows 7. Expertise includes hardware and software troubleshooting, networking installations, AD, and imaging.

EDUCATION/CERTIFICATION

Certifications:

ITIL Foundation Certification

CompTIA A+ Certification

Microsoft Certified Product Specialist (MCPS)

Microsoft Certified Professional (MCP)

Microsoft Specialist: Windows 10/11, Enterprise Desktop Support Technician

Microsoft Specialist: Windows 10, Configuring

Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician on Windows 7

Education:

A.A.S. - Network and Communications Management; Remington College, Memphis, TN 01/2008-01/2010

Competency:

Hardware

PC Troubleshooting

PC Repair

Cisco Routers

Network Installation

Network Troubleshooting

Printers

Software

iCloud

Windows XP-11 Operating Systems

Outlook 365

MS office Suite

Imaging (Ghost, ImageX)

Windows 2003 r2/2008 r2 Server

Active Directory

Software Installation

Service Now

Remedy

Business Skills

Customer Service

Help Desk

Reports & Records

Phone Support

Supervisor/Management

PROFESSIONAL EXPERIENCE

Zebra Technologies (Remote)

Helpdesk Technician/ Collabrea Staffing 07/2024 – 01/2025

Delivered exceptional helpdesk support to over 150 end users, resolving technical issues with a first-call resolution rate of 85%, significantly reducing downtime and enhancing user productivity.

Diagnosed and resolved a range of technical problems, including locked accounts, email configuration, software installations, hardware malfunctions, and networking issues, achieving a 95% satisfaction rating from user feedback surveys.

Utilized ServiceNow ticketing system to track and manage over 200 support requests, ensuring timely resolution and documentation of all incidents to improve future troubleshooting processes.

Collaborated with cross-functional teams to implement new imaging solutions, resulting in a 30% reduction in setup time for new devices and improving overall efficiency in the onboarding process.

Provided training and guidance to end users on best practices for software usage and troubleshooting, leading to a 20% decrease in recurring issues and promoting self-sufficiency among staff.

International Paper Memphis, TN 10/2023 – 12/012023

Helpdesk Technician/ (Contractor) Nextech Solutions

Provide helpdesk support to end users with technical issues.

Assisted end users with issues such as locked accounts, email, software, hardware and networking .

ALSAC Memphis, TN 07/2022-10/2023

Helpdesk Technician/ (Contractor) NexTech Solutions

Provide superior customer service to internal and external clients by maintaining local and remote computer systems and making sure all users are equipped with technology to support company goals.

Act as a primary point of contact for incoming Helpdesk phone calls and emails

Open and update Support Requests based on phone calls and emails

Triage Support Requests to determine priorities based on severity of issue, effect on user/company, and other influencing factorsProvide superior customer service

Create and maintain accurate documentation to ensure correct procedures and licensing are followed

Support various customer software and hardware as needed, including working with third-party service providers to expedite customer solutions.

Perform regularly scheduled maintenance on desktops, laptops, and servers.

Provide technical assistance for common application and hardware issues.

Maintain confidential information as needed.

Assist the Advanced Services teams with deployments, installations, rollouts, and maintenance.

Escalate issues to Advanced Services and the Management team as appropriate.

Home Depot Memphis, TN 08/2021-04/2023

Customer Service/ Sales Associate

I am responsible for providing fast, friendly service by actively greeting, engaging, and thanking customers for shopping with Home Depot.

Associates receive monthly training on existing and new products to provide information to customers on their DIY projects.

Customer Service/Sales associates maintain the in-stock condition of assigned areas, and ensure it is clean, shop-able, and safe

Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, or reporting conditions to the Manager on Duty, and working safely as not to endanger themselves, co-workers, vendors, or customers.

AutoZone Memphis, TN 01/2021-07/2021

Helpdesk Support (Pro-Tech Services/Remote)

Support over 6000 stores

Telcom Support

Cisco router 3600 and 4300

Responsible for converting phone system to VOIP

Assist ATT with conversion install

Contractor-Thyssen Krupp Elevator Memphis, TN 03/2019-03/2019 Mobility Support Technician (NexTech Solutions)

Service now Ticketing System

Assist elevator engineer with repair manuals

Grant VPN access

Resolve connectivity issues

Monitor Mobile device via MDM

Contractor-NIKE Memphis, TN 06/2014-03/2019

Deskside Support (Stefanini Staffing)

Service Now Ticketing System

Thermal Printer Repair

Laser Printer Repair

RF scan Gun

Perform Software and Hardware support

Configuration of mobile and tablet devices such as iOS (iPad/iPhone), Android

Microsoft Office Suite Support

Manage Applications

Windows install and Configuration

Microsoft Exchange

Contact this candidate