Desktop Support Customer Service

Recently available for new opportunities

Donald Legere

Desktop Support Technician/Senior Deskside Support Technician/ Desktop Support Lead

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

781-***-**** • Amesbury, MA

Qualifications

Summary

A highly motivated, driven senior-level technician with extensive experience delivering hardware and software solutions in biotech, academic, corporate, and Healthcare Service-desk environments. Ability to combine technical abilities with excellent customer service skills, Track record of successful engagement with high profile clients and non-tech-savvy users in stressful environments.

●Customer Service Excellence

●Inventory Control

●Leadership Experience

●Software & Hardware Support

Career

Experience

Part time Meat / Deli Clerck while I am looking into IT opportunities. Jan 2025 to Present

Medical leave Providing care for my mother with dementia. Jan 2024 to Jan 2025

IT Support, BAE Systems Nashua Mar 2023 to Jan 2024

Hardware, software support and light system administration. Supported purpose-built test stands and Dell desktops running software from vendors such as National instruments, Solumina and Honeywell. Installed, tested standard and proprietary interface cards. Supported Win 10 22H2 and LTSC. And some Win 7 ESU. Used Active Directory And PDQ as a tool.

● Received a BAE “Impact Award” for being point on a software conflict that led to vendor patch.

IT Support Health Care/Elderly Assisted Living – RiverWoods Exeter (Contract) Nov 2022 to Feb 2023

Worked on Dell laptops, docks, and Minis. Pioneer mobile medical workstations. Office365/Outlook issues. Used Active Directory as a tool. Adobe CC issues, Papercut rollout, rCare devices, POTS, Basic networking

● Recognized for exceptional customer service skills with staff and residents.

Tier 2 Deskside Support, CPII, Beverly, MA. (Contract) April 2022 to Nov 2022

Leveraged previous experience with OneDrive to remedy sync issues related to poor management of multiple terabytes of data spanning multiple users. Brought a better technical understanding of enterprise level problems facing a previously siloed child company.

●Improved customer satisfaction by adopting a proactive, user-centric workflow.

Desktop Support,Print Services SME, Pfizer, Andover, Ma. (Managed Services) Mid 2020 to April 2022

Formed vital part of Pfizer’s Business Technology, R&D laboratory support, and manufacturing teams. Performed Deskside support, lab client support (White Coat), IT supported manufacturing systems (Clean Room). light networking infrastructure support, light computer hardware repair. MS office support, various lab systems. Excelled in high-touch, and white glove support requiring exceptional soft skills.

●Commended for taking on printer SME/SPOC role while maintaining other support roles.

Deskside Support, Raytheon, Andover, MA Early to Mid-2020

• Covid19 Layoff

Stay at Home Father 2019 to 2020

• It was a valuable and bonding experience that fathers may not often have.

Academic Technology Computer Technician, Endicott College, Beverly, MA 2016 to 2018

Managed student- and faculty used Windows and Macintosh workstations from within Academic Technology (AT) department, ensuring maximum uptime. Delivered excellent work execution during times of regular employee turnover. Collaborated with multi-departmental teams to guarantee optimally functioning systems and hardware.

Declined Academic Technology Lab Manger position.

●Reestablished effective working relationships between AT and IT departments, boosting productivity.

Tier 2 Desktop Support, Osram Sylvania/ Experis, Danvers, MA 2014 to 2016

A vital part of company’s headquarters and electrical engineering research laboratory teams. Utilized whilst gaining engineers and project managers trust in highly dynamic environments with strict product deadlines.

●Commended for seamless transition into new Sites / departments by management.

Deskside Support Engineer, Biogen/ Contract, Cambridge, MA 2013 to 2014

Delivered Tier 2 Windows and Macintosh support in corporate enterprise and laboratory environments. Improved perceptions of department through development of first contact and visit resolution.

●Achieved lowest service calls percentage out of SLA in tightly structured contract environment.

Additional Experience:

1yr Universal Desktop Technician Supervisor • Harvard University/ Contract, Cambridge, MA - 2010

5yrs Hardware Services Manager/Desktop Support Supervisor • SunGard Higher Education 2004 to 2010

1yr Macintosh & Windows Support • Massachusetts Institute of Technology, Cambridge, MA

1yr Tier 2 Desktop Support • Novartis/ Contractor, Cambridge, MA

Awards

• Twice selected: SunGard HE “GEM” award

• “Esprit De Corps” award, Merrimack College IT

Professional

Development

New Horizons: Windows Server 2008 Network Infrastructure, Configuring and Troubleshooting Active

Directory Domain Services, Widows 10. COMPTIA: A+ Certification. ITIL Training. Previously Dell and HP certified.

Microsoft and Apple IT support: 25 years Ghost/ Windows Deployment Services: 15 years

Staffing-vendor relationships: 6 years Active Directory/GPO work: 5 years

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