Customer Service Desktop Support
Resume:
Timothy Linyard
Indianapolis, IN 46280
**********@*****.***
Skills
Microsoft Office
Windows 10
Windows 11
Active Directory
SCCM
SharePoint
Service Now
VPN
Remedy
Bomgar
Cabling
Hardware and Software installation
Customer Service
HPSM
Work History
Desktop/Mobile Support technician, 12/2024-Now
Roche
Laptop/Desktop device management and troubleshooting
Knowledge about ServiceNow
Basic knowledge of Network
Preparing new devices for users
Setting up iPhones and iPads
Shipping hardware as well as iPhones and iPads to new users
Data transfer from old device to new device
Software installation and troubleshooting
Inventory Management
Keeping excel spreadsheet up to date on deployments
Desktop Support Engineer, 11/2023 - 02/2024
Shein
Support the installation, configuration and administration of client hardware and software and operating systems
Provide support for activities that can be planned, such as network configuration, updates, and rollouts
Support users with the installation and configuration of smartphones
System documentation / FAQ and Knowledge Base
Registration of service requests
Documentation of inquiries and faults in a ticket system
User management
Patch management (MS operating systems, antivirus, etc.)
Support desktop & laptop OS & OA Applications
Windows, Mac installation, configuration & troubleshooting
Perform Install, Move, Add or change (IMAC) at the workstation level
Resolve Printer installation and sharing related issues (Network / Local Printer)
Wireless LAN troubleshooting
Scanner related issues/troubleshooting.
IT Field Operations Senior, 12/2022 - 09/2023
Westrock
Serve as the primary site contact with other technology organization and vendors and support the local business leadership team and users as the IT site representative
Provide hands-on support for Microsoft Windows and Apple operating systems, Microsoft Active Directory and directory services, smart phones, and wired/wireless network solutions
Perform analytical, technical and administrative work to aid in the ongoing support of technology assets in the enterprise, including installing, maintaining, troubleshooting, supporting and controlling critical business and IT infrastructure and applications
Represent the IT Field Operations function and extended team as the primary point-of-contact for you work location
Engage with IT peers and teams from other sites to ensure adherence to standard processes
Work in an ITIL-compliant, service management environment, maintaining both personal and team SLA compliance
Troubleshoot complex hardware and software problems and create innovative solutions
Perform analytical, technical, and administrative work to aid in the ongoing support of technology assets in the enterprise, including installation, maintenance, supporting, troubleshooting and control of critical infrastructure
Install common, standard, and complex software and hardware peripherals
Assist with end-user questions, problems, and training
Configure complex, third-party, networked, and site-specific applications
Generate innovative recommendations and initiate technology change requests
Configure and troubleshoot Windows and iOS computing endpoints (PCs Tablets, VMUs, kiosks)
Configure and troubleshoot Android, iOS, Windows, and Chromium OS mobile devices
Work with technology assets including single-user and networked desktop and laptop clients; desktop and network printers, tablets, and vehicle-mounted devices, wired, wireless and telecom networks
Correct implementation of company's processes and update of the support procedures as a document owner
Support and maintain IT servers; network switches, cabling; process control clients; and other technology assets and solutions in the computer rooms as needed
Act as primary contact or Administrator for critical niche apps that are required to operate the business
Duties may include loading and configuring client software as well as testing and applying required patches
Participate in an on-call duty roster with a weekly rotation of 24x7 coverage as required by business unit operations
Contribute in a project environment; both locally-focused and enterprise-wide, and may direct others during short projects
Demonstrated ability to use problem management tool to research and document problem resolution
Serve as the primary IT site contact with local business leadership and other technology organizations as well as vendors
Manage local technology asset inventory
Approve IT asset acquisition and technology change requests using the provided tools
Provide routine support for audio-visual collaboration and video conference systems
Provide direct technical support to users at all levels of the organization (including VIP users)
Used Service Now ticketing system.
Lead Deployment Technician, 09/2020 - 12/2022
IOT State of Indiana
Assisting the Project Managers and Deployment Leads in implementation of statewide PC Refresh Projects on a 4-year rotating schedule to replace all state-issued PC computers allowing the Indiana Office of Technology to efficiently support IT resources across the state
The duties of this position are to support the PC Refresh Project Managers and Deployment Leads by installing new PCs for Agencies' PC Refresh Projects
Following the established processes and checklists to ensure the end user has all the necessary software and settings on the new PC
Backing up, protecting, and restoring data will be an essential task for this position
Updating documentation and completing e-install forms required
Will be the lead tech and point of contact onsite for large deployments
Customer service is also a crucial element for this position
This position will perform other duties as assigned.
Desktop Support Tech, 06/2020 - 09/2020
Praxair
Follows company's information gathering, analysis and mapping of company's workflow and processes to support desktop equipment including workstations, laptops, printers, and their connected peripherals as directed by IT management
Demonstrate expertise in Desktop Support of PC, printers, excellent customer service skills Image machines and deploy making sure user has all software needed.
Refresh Technician, 03/2020 - 04/2020
Heartland Products Group
Working knowledge of SCCM
PXE experience
Install, configure, and test laptops and workstations with minimal supervision
Experience working with a ticketing system
Manage Engine
Work with all users to coordinate refresh of their laptop or desktop.
Windows Refresh Technician, 12/2019 - 02/2020
One America
Perform Win 10 installation and provide Level 1/2 support post deployment
Perform Apple and Mac support
Hardware and Software Troubleshooting
Email Client (O365 Support)
Citrix desktop side issues Troubleshooting
Conduct installations, moves, adds, changes and deinstallations (IMACD) for EUC Devices and software remotely Remote Desktop Support as applicable
Ensure Perform or ensure the performance of client level virus scanning
Coordinate activities with the Service Desk, proactively notify and train the Service Desk on software, Update and Upgrade deployments, where practicable
Performing Resource maintenance in accordance with manufacturer warranties and Service Recipient requirements
Provide high level End User orientation for new EUC devices upon deployment.
Windows 10 Refresh Technician, 01/2019 - 12/2019
IPL
Responsible for imaging new machines and getting them ready for deployment
Win 10 laptop / desktop refresh project
De-install old unit / install new unit
Image/configure the hard drive; backup/restore end user data; asset tag/scan ; quick wipe of hard drive ; removal and disposition of old asset
Migration Technician, 11/2018 - 12/2018
Apex
Working with Centene, a healthcare company
Serve as the primary contact in providing customer service and technical support to internal partners and vendors regarding their Windows 10 Migration
Design, build and/or test new systems, processes or services
Respond to requests for new services
Document workflow of processes within the organization
Investigate, research and troubleshoot more complex IT related issues
Perform new user IT training and communication of IT policies and standards
Perform scheduled departmental audits and report findings to management
Techs will be responsible for working directly with the users on any/all post-migration support issues and ensuring everything went smoothly from migration the night before
Techs will complete the rest of the migration to Win10 as needed and follow up on any HW tracking from the previous night's migration
Checking SCCM to verify if all software has been installed and to install software.
Windows 10 Refresh, 08/2018 - 11/2018
Decision One
Refresh deployment for Duke Energy
Travelling to different sites throughout Indiana, Kentucky, and Ohio
Win 10 laptop / desktop refresh project for 45,000 units: de-install old unit / install new unit; image/configure the hard drive; backup/restore end user data; asset tag/scan; quick wipe of hard drive ; removal and disposition of old asset
Desktop Technician, 03/2017 - 06/2018
Diverse Tech Services
Provide technical assistance and support for various clients
Resetting passwords in AD
Opening and closing accounts per request
Mapping printers
Installing software.
IT Service Desk Analyst, 12/2014 - 03/2017
Roche Diagnostics
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Respond to queries either in person or over the phone
Write training manuals
Train computer users
Maintain daily performance of computer systems
Respond to email messages for customers seeking help
Ask questions to determine nature of problem
Walk customer through problem-solving process
Receives incoming phone calls to create incidents and requests, records tickets and resolves in adequate time frame ensuring expected customer satisfaction
Investigate, troubleshoot and resolve reported problems in timely and efficient manner
Opens, tracks and closes calls and request tickets
Supports business/technical applications and features
Contributes knowledge to the Knowledge Database
Adheres to ITIL processes
Coordinates service provider group escalation responses and provides follow up on contacts.
Technical Support Analyst, 07/2014 - 10/2014
Spectrum Technology
Building desktops and laptops
Installing software on systems and replacing hard drives
Installing Windows 7, 32 and 64-bit OS and Windows 7 migration
Desk side support for certain clients
Troubleshooting issues with hardware and software
Deployments to different charter schools and the NCAA doing installations and troubleshooting.
Reprogramming Agent, 04/2014 - 05/2014
Tyco Integrated Security
Taking calls from technicians in the field reprogramming alarm panels for commercial businesses
Assigning new account numbers and phone numbers to panels
Dispatching the data entered and switching customer accounts over to Tyco from ADT
Once dispatched advising techs to send signals to verify panel is programmed
Replacing SIM cards in radios when sites do not have phone lines.
Guest Services, 10/2013 - 03/2014
Holiday Inn
Checking Guest in via Opera System
Making and cancelling reservations
Making sure guests' needs are being met.
Service Desk Supervisor, 06/2011 - 04/2012
Bell Techlogix
Managed and trained a team of fourteen people
Monitored call quality of associates and carried out disciplinary actions as needed
Assigned and delegated various task and projects.
Advanced Helpdesk Analyst, 02/2008 - 06/2011
Bell Techlogix
Call center has grown to 60 people
Assisted Tier 1 analyst with questions in regards to trouble shooting issues
Initiated remote access to help customers in resolving problems
Traveled to nearby companies to assist in troubleshooting software and hardware issues
Deployed to two companies, Remy and Central Restaurant Products
Assisted client with issues with PC's if software or hardware needed to be upgraded
Configured multiple systems such as firewalls, internet options and pop-up blockers on a daily basis.
Helpdesk Analyst, 02/2007 - 02/2008
Bell Techlogix
Participated in two-week training program to learn troubleshooting and installation processes in a call center environment
Started with eight people including myself
Assisted approximately twenty customers daily
Installed software to be used by client to perform their jobs
Setup PDA's and Smartphones with software and assisted in syncing devices
Outstanding customer service skills resulted in personal customer requests for assistance.
Computer Installation, 01/2006 - 02/2007
Adecco
Installed and imaged computers for IPS (Indiana Public Schools)
Setup and configured printers
Installed software for students and teachers.
Member Service Representative, 01/2005 - 12/2006
Ameri Choice
Assisted Hoosier Healthwise and Medicaid Select members in selecting doctors
Educated members about the benefits they have when selecting a doctor and the network they will be in
Completed a Needs Assessment when needed.
Education
Florida A&M University
Mount Carmel High School
Contact this candidate