Deskside Break/Fix, Helpdesk, Customer Service, PC Deploy, Data Migrat
Resume:
Shad Vanderlinden
Austin, TX *****
Linkedin.com/in/shad-vanderlinden-5654094b
****************@*****.***
ydc
OBJECTIVE:
An IT role responsible for delivering help desk, break/fix, desk-side/remote technical support, with a service-focused, customer-facing company offering opportunities for advancement and mentoring.
KEY SKILLS:
Deskside Break/Fix, Helpdesk, Customer Service, PC Deploy, Data Migration, Imaging, Remote Support.
CERTIFICATIONS:
Dell DCSEs for 1) Laptops, 2) Portables and 3) Customer Experience, 2007.
TRAINING & EDUCATION:
Associate Degree in Data Processing
Madison College - Madison, WI. Dean’s List for GPA above 3.0, 48 credits.
Network Installer.
Certified Networks, LLC of Austin TX.
OFFICE SKILLS:
Text and alphanumeric data entry using mainframe terminals, technical ticketing systems, and Excell spreadsheets.
Types up to 70 WPM. Excellent attention to detail and superior organization and record keeping skills. Filing, document scanning and retrieval. Strong experience with multi-line telephone, headset, voice-over-IP (VOIP) such as FreePBX, Avaya, Jabber and Siemens.
Ticketing systems: ServiceNow, Remedy, SAP, Unisys SRMS, UniCenter HelpDesk, NimBUS, FootPrints SRT, HDI, Rodopi, Quest Kace, NOCOL. Triage and prioritization of ticket queue.
IT SKILLS:
Self-employed to build, upgrade, maintain, troubleshoot and repair PC computers, printers, scanners, virus and malware management, perform data migrations to new computers.
Designed and administered websites and email services for several small businesses and groups.
Proficiently administers and uses Microsoft Active Directory/Group Policy, Exchange Server, Microsoft Office Suite, Office 365, Teams, OneDrive, Box, WordPerfect, Open Office and Libre Office.
Network Troubleshooting: HTML, TCPIP, NNTP, PING, Traceroute, SMTP, POP3, IMAP, FTP, DUN, and PPPoE. Configures email clients, dial-up, network properties, and DSL modems.
PC system refreshes, Windows 7/10 migrations, backups, moves and repairs. Internal moves and changes (IMAC). System imaging and deployment with proprietary scripts, Symantec Norton Ghost, Microsoft Migration and Deployment tools (SCCM / USMT / WDS). Administration of Microsoft Active Directory. Proficient in using scripts, writing JavaScript, DOS BAT, PowerShell and BASH. Shell scripting.
Diverse range of operating environment experience, including IBM System/370 Mainframe (3090 Series), Android, Xerox Multifunction, Pullprint, ZeroClient, Adobe Creative Cloud, OKTA, ROSCOE, Windows 2000, XP, 7, 10, macOS, Red Hat/Ubuntu/Mint Linux, Apache Server, MySQL, PHP, Nagios, Veritas, Solar Winds, Mac Hub, Jamf Pro, Chef, CHOCO, BigFix, Citrix, VNC, Cisco AnyConnect, IBM IEM, Bluejeans, Webex, Zoom, Bomgar.
Quickly adapts to shifting SLA requirements, new apps, proprietary call logging and ticket environments.
Major clients and worksites: Artech (Kyndryl/WPP), Cognizant (Facebook/Meta), AISD, Bank of America, Dell, Frost Banks, Hilton Hotels, Northrop Grumman, Railroad Commission of Texas, Samsung Wireless USA, Seton Hospitals, Texas Education Association, Texas Health and Human Services Commission, Texas Workforce Commission, Unisys MSC, Washington Mutual/Chase Bank and Whole Foods Market HQ.
TECHNICAL WORK EXPERIENCE:
Desktop PC support Technician (Contractor, On-Site)
Strategic Systems Inc.
March, 2025
PC Refresh at MCPC/Supply Technologies
Staging & installing of new PCs, packing and shipping of old PCs.
Low-Voltage Field Technician (Contractor, On-Site)
Top Prospect Consulting, LLC.
March, 2025
Installation of Avaya and Cisco VoIP phones on site at TX HHSC offices as Sirvis and NWNCaurousel.
Staging, installing, programming of phones and SRST/VG systems, as well as troubleshooting.
Field Technician (Contractor, On-Site)
Field Nation
August 2022 to Present
Gig-based on-site contracting throughout Oregon and Texas, various end-clients.
Smart hands and hardware troubleshooting, installation and decommissioning.
Site inspection, Point-Of-Sale upgrades, PC installations.
Helpdesk / Desktop Support Consultant (Contractor, On-Site)
Artech Information Systems, LLC
November 2021 to June 2022
Lead on-site Desktop Support Representative (contracted to Kyndryl/ WPP/ Wunderman-Thompson) for a group of marketing companies housed in adjacent offices. 300 seats on-site and 300 remote workers.
Performed annual refresh and deployment of new Macintosh and Windows 10 PCs.
Shipped new equipment by FedEx and in-person appointments. Received old equipment for wiping and reuse/disposal.
Set-up and administered Jabber VOIP telephone resources for new hires and departures.
Performed daily duties walking the premises, testing network speeds, server room temperature, validating Xerox multipurpose printers,
Set up work-spaces for visiting employees.
Performed desktop patching and image deployment following company standards.
Alphanumeric data entry using ServiceNow ticketing for incident ticketing and inventory of computer equipment. Alphanumeric data entry using Excell spreadsheets for equipment inventory.
Carried out complex Smart Hands tasks as assigned by senior network and infrastructure staff.
Enterprise Service Technician (Contractor, 100% Remote)
Cognizant Technology Solutions
August 2021 to January 2022
Alphanumeric data entry using multiple Facebook ticketing and knowledge base systems.
Help-At-Supplemental-Services (HASS Help Desk) internal support for Meta/Facebook.
Remote troubleshooting hardware and internally-developed software applications.
Set-up and administered ZOOM and BlueJeans VOIP telephone resources for new hires and departures.
Hardware imaging, provisioning, password resets, new hire on-boarding and security management.
Owner, PC Repair and Service
Linden Consulting
August 2008 to January 2021
Home-based business, full service PC and laptop repair, upgrades, electronics recycling.
Troubleshoots and repairs all hardware, power supplies, motherboard, CPU, storage, network.
Troubleshoots and repairs data issues, operating system, applications, virus and spyware.
Backup and migration of user profiles and documents to new PC systems.
Installed, configured and maintained FreePBX VOIP telephony services and phones.
PC Technician (Contractor, On-Site)
Kforce Inc.
November 2020 to December 2020
Alphanumeric data entry using Google and Excell spreadsheets for equipment inventory.
Contracted to perform Windows 10 PC Refresh for Health and Human Services Commission of TX.
Staged and distributed new laptops and monitors for pickup by remote workers in COVID pandemic.
PC Technician (Contractor, On-Site)
FieldNation
March 2020 to March 2020
Contracted to perform Windows 10 PC Refresh for Health and Human Services Commission of TX.
Verified newly imaged PCs, Installed updates, Staged PC for distribution to remote COVID workers.
PC Technician (Contractor, On-Site)
ObjectWin
November 2019 to November 2019
Contracted to perform Windows 10 PC Refresh for Employees Retirement System of TX.
Inventoried old PC with Quest Kace, Imaged new system, Migrated documents and replaced old PCs.
PC Refresh Tech (Contractor, On-Site)
ABBTECH
May 2014 to March 2020
Replaced old PCs and peripherals at Frost Bank and Wayne Fueling Corp.
Data migration, Drive imaging, Drive wiping, application installations.
Installed and configured CISCO VOIP phone systems.
Assisted Team Lead in unpacking new equipment, inventory, staging, disposal of old equipment.
PC Technician (Contractor, On-Site)
Abacus Technical Services
July 2019 to August 2019
Windows 10 PC Refresh with Data Migration for TX Commission on Environmental Quality (TCEQ).
Involved in all phases; unboxing, inventory, asset tagging, SCCM imaging, staging, installing equipment and peripherals, migrating user data, installing applications, desk-side support with end user, wiping and recycling old equipment. Set-up and administered Avaya VOIP telephony accounts.
Documentation of MAC, serial and asset numbers associated with user.
IT Field Technician (Contractor, On-Site)
Brooksource / Technical Youth
March 2019 to April 2019
Contracted to build & validate Windows 10 Tablets and Mobile Stations for Ascension IT.
Seton/Dell Children’s Hospital of Austin TX.
Desktop Support (Contractor, On-Site)
Raas Infotek
January 2019 to February 2019
Contracted for Windows 10 PC Refresh and Desktop Support at NXP Semiconductor of Austin TX.
Technician (Contractor, On-Site)
ARC Staffing
July 2013 to November 2013
Answered Help Desk phones, gave desk-side care, and Windows 7 upgrades with drive imaging, application installations and data migration.
Assignments at Railroad Commission of Texas (RRC), Office of Attorney General (OAG) and Texas Department of State Health Services (DSHS).
Desktop Specialist (Contractor, On-Site)
SmartSource / Barbeau Enterprises.
September 2011 to July 2012
Performed Team Lead role for removal of G4 server from bank’s equipment rack.
Unpacking, Staging and installation of new Windows PCs at Chase Banks for Insight Direct Inc.
Network configuration of upgraded Dell PCs at Kleinfelder Construction and Engineering.
Wiping old PC hard drives and packing of old equipment for disposal.
Technician/Consultant (Contractor, On-Site)
GO2IT/CCSSI
September 2011 to April 2012
Subcontracted to WorldWide Technical Services for IBM Computers Corporation.
Unpacking, Staging and installation of Windows 7 PCs at Austin area Hilton Hotels.
Wiping old PC hard drives and packing of old equipment for disposal.
On-call standby for emergency assist to teams working at area Best Buy stores and Hilton Hotels.
PC Field Tech (Contractor, On-Site)
Insight Global
February 2007 to March 2012
Feb 2007: Contracted to work under Unisys supervision at Texas Workforce Commission.
Replaced around 800 Dell motherboards and power supplies, flash service and asset tags into BIOS.
Aug 2009: On-site hardware and software PC Technician at Unisys MSC Call Center.
Responsible for urgent response for 500 Dell PCs and corporate software installations.
Performed desk-side visits, hardware and software troubleshooting in lab, PC redeployment.
Feb 2012: Manually created and configured Whole Foods MarketsHQ domain accounts and access privileges using Group Policy.
Maintained new and existing employees appropriate to their roles in Microsoft Active Directory on Windows Server 2008 network hive. Set-up and administered VOIP telephony services.
Doubled production by programming Javascript assistant to update AD through PowerShell.
Technical Consultant (Contractor, On-Site)
COMSYS
October 2010 to December 2010
Staging and installation of 800 new Windows 7 PCs at TX Education Association offices.
Migration of user settings and data using USB flash drives, verification of data migration.
Routine installation of special applications, installation of custom peripherals.
Wiping of old PC hard drives and packing of old equipment for shipment.
Bank Conversion Tech (Contractor, On-Site)
Barbeau Enterprises-(defunct)
July 2009 to July 2009
Converted Washington Mutual Banks for Chase Manhattan acquisition for Insight USA.
Inventoried obsolete equipment, packed and collected for auction pickup.
Unpacked and installed new printers, keypads, scanners and money handling equipment.
Associate Technician (Contractor, On-Site)
SmartSource
March 2009 to July 2009
Staging and installation of 90 new Windows 7 PCs at ADP Headquarters.
Migration of user settings and data using USB transfer cable, verification of data migration.
Occasional installation of special applications, installation of upgraded video cards.
Packing of old equipment for shipment. Subcontracted to ValCom.
NOC Computer Operator (Contractor, On-Site)
AMARX Search
May 2009 to June 2009
Nortthrop Grumman contractor in Texas Health and Human Service’s Network Operations Center.
Continuously monitored outage events of client’s servers and network components.
SolarWinds, NimBUS and Veritas. Ticketed events using FootPrints and Unicenter HelpDesk.
Acted as single point of contact to coordinate response to network and resource outages.
Technician (Contractor, On-Site)
Connexion Systems
February 2009 to February 2009
Converted a Washington Mutual Bank for Chase Manhattan Bank acquisition.
Dismantled an obsolete branch location under supervision of Siemens.
Inventoried obsolete equipment, packed and collected for auction pickup.
Unpacked and installed new printers, keypads, scanners and money handling equipment.
PC Field Tech (Contractor, On-Site)
QualxServ
November 2007 to September 2008
Worked as a QualxServ on-site PC Technician for Eagle Eye Services, Inc. and Byerly Diversified, Inc.
Over 500 Dell PCs at City of Austin offices and Austin area businesses.
Acted as sole customer-facing representative of Dell Computers while at the worksite.
Inventoried parts, distributed and manage workload, replaced motherboards and power supplies.
Reflashed and configured BIOS, asset tags, handled reshipment of old parts back to Dell.
Accommodated customers and expedited special requests. Projects documented using Microsoft Excel and Adobe Acrobat forms.
PC Replacement Tech (Contractor, On-Site)
Manpower Professional
April 2007 to April 2007
Contracted to work under IBM supervision at Farmer’s Insurance offices
Performed approximately 100 PC change/move requests at new office location.
Level I Technical Support (Full-Time, On-Site)
TeleNetwork, Inc.
December 2005 to January 2006
Successfully resolving issues for customers of 18 outsourced dial-up and DSL Internet service providers.
Supported email, webmail and FTP.
Expertly fielded, researched, tracked, reassigned and resolved customer issues.
IT Help Desk / Field Tech (Contractor, On-Site)
Apex Technologies
August 2005 to December 2005
As Unisys contractor, service desk agent for Chicago Public Schools staff and administrators.
Monitored networks using Nagios and managed Active Directory accounts in Citrix environment.
Supported applications, configured software installations and expedited network account creation.
Provided Remedy ticket status and functioned as client liaison to network engineers.
Customer Service Rep (CSR) (Full-Time, On-Site)
Harte-Hanks
March 2004 to May 2005
Achieved average volume of 65 calls per day from Samsung cell phone customers.
Skillfully mentored customers in configuring their phones, and cheerfully answered questions.
Accurately resolved documented issues using troubleshooting. Escalated calls as required.
Arranged for phone repairs and provided repair status to customers.
Technical Support Rep (TSR) (Full-Time, On-Site)
Onramp Access
October 2002 to January 2003
Promptly resolved business and residential technical support incidents by phone and email.
Promptly processed new applications, monitored company and hosted servers and network.
Monitored company servers and network for internal problems and external attacks.
Customer Service Rep (CSR) (Temporary, On-Site)
Harte-Hanks
April 2002 to October 2002
Responsible for inbound customer service calls for Microsoft X-Box products and promotions,
Technical support calls for Siemens Wireless telephones in large, multi-client call center environment.
Customer Service Tech (CST) (Full-Time, On-Site)
Illuminati Online (IOCOM)
June 2000 to February 2001
Swiftly resolved business and residential technical support incidents by phone and email.
Promptly processed new applications, monitored company and hosted servers and network.
Contributed to development of company intranet and public websites and customer help pages.
Alternated high-volume day shifts with self-supervised weekends & evenings.
Senior Customer Service Tech (CST) (Full-Time, On-Site)
Dell Computer Corp.
October 1997 to May 1998
Accurately resolved hardware and software issues in a high-volume inbound call center.
Specialized in Optiplex and Dimension product lines for corporate account customers.
Promptly dispatched service calls and parts per SLA for a diverse variety of service contracts.
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