Desktop Support Customer Service
Resume:
Lawrence Taylor
Columbus, OH
************@*****.***
Summary of Skills
IT professional with experience supporting multiple hardware, software operating systems and applications.
Hands-on technical skills coupled with top notch customer service and communication skills. Solid experience with the following systems: MS Exchange, AIX UNIX, AS/400, NT Network Server, Microsoft Office Suite, Citrix Network Server, Windows Server 2003 and Windows NT Built HP, Citrix, Cisco, Unix and Dell Servers, which included installing the most updated software, Windows XP and Windows 7
Experienced in MS SCCM 2012, TSO, Service Now and Active Directory. Experienced providing support both on-site and for remote users for desktop, network and system issues.
Racking & Stacking various HP, Citrix and Cisco servers, Patch Cabling and connectivity Experienced in installing software packages manually and through MS SCCM 2012, ESP and Harvest systems.
Work History
Johnson Service Group
Quality Control Tech
07/2024 to 12/2024
Review the Network Cabinets cable management, to determine if it meets Abbott Labs wiring standards.
Modis/Akodis
Field Service Tech.
09/06/2022to 12/13/2023
Develops competence in own area by performing routine work, possess and maintain a valid driver's license and meet Modis’ auto safety standards. Replace battery on medical devices, software update, basic networking, electro/mechanical concepts,Perform moderately complex hardware and software troubleshooting and repairs,Possesses strong time management and organizational skills to ensure on time completion of project assignments; works effectively with minimal direct supervision Strong computer skills and comfortable with various Microsoft applications, including Outlook, Excel, Word, and OneNote.
Infoville
IT Network Support Tech.
07/2021 to 05/2022
Respond to client support requests.
Contacting clients to find out the nature of the problem. Troubleshooting hardware and software issues
Travel to the client’s location or connecting via remote link. Installing and maintaining hardware and computer peripherals. Installing and upgrading operating systems and computer software. Troubleshooting networking and connection issues.
Advising on software or hardware upgrades.
Providing basic training on computer operation and management. Completing job reports and ordering supplies.
Configuring printers and other peripheral devices
Shared drive mapping
Mobility support (Mobile device management)
Mobile Device Terminal troubleshooting
Works closely with client and other teams to support effective delivery of the following: Plan and co-ordinate Storm and Event support
Ensure exposure to risk is minimized on all projects. Provide accurate and timely communication to leadership regarding risks, issues and plans to address each.
Based on lessons learned, provides recommendations to leadership to improve business and project processes to achieve improved results.
Responsible for adhering to established safety standards. CXLoyalty
Data Center Tech.
Westerville, Ohio 12/2020 to 07/2021
40 Hours per week
Installing/uninstalling/relocating all distributed systems and network hardware installing/extending/relocating/testing all carrier circuits to the network hardware Assist with the coordination of cabinet power, circuit, and patch infrastructure installations w/various facilities, electrical, and communications vendors Coordinate and Install cabling infrastructure
Maintaining the integrity of the data center facilities, systems, and communications environments through general housekeeping practices and best operations practices Provide hands-on, break/fix level 2 support for the data center systems and communications environments
Coordinating, and approving data center infrastructure change controls Ensuring compliance with data center standards, policies, and processes for all changes Performing required compliance activities Coordinate activities in support of all projects and technical requests within the Americas Data Centers Manage CTI-approved third party vendors in support of local/regional business service commitments and to assure adherence to Corporate and CTI standards Provide clear and detailed turnover to next shift workers for continuity Performing daily tape ejects to increase current day processing capacity Monitoring of tape related console messages
Managing all daily ad-hoc tape/job requests and scratch activity Managing all physical and electronic vaulting activity Manage tape destruction process, insuring all proper documentation has been recorded and approved
Emsar
Field Service Tech.
Columbus, Ohio 09/2019 to 12/2020
40 Hours per week
Troubleshoot, replace nonworking parts related to various in store and non retail stores HIGI Blood pressure machines, Throughout Oh, WV and PA. Follow scheduled activities and respond to all repair activities for warranty and post-warranty instruments/equipment as assigned.
Troubleshoot, repair and verify instrument/equipment performance on all activities and field updates, preventative maintenance inspections and all required field reporting in a timely manner. Provide service support outside their assigned territory when required. Timely and accurate submital of administrative duties including but not limited to; work orders, field service forms, expense reports, time sheets and other payroll forms. Ensure customer satisfaction through quality workmanship, documentation, customer management and demonstrates professionalism that is consistent with EMSAR’s image. Comply with Quality, GMP, ISO and safety regulations, adhere to company travel and expense policies. Provides coaching/technical assistance to Field Services Technician I, Performs additional duties as needed and/or assigned by supervisor/manager
State Auto Ins. 06/2019 to 09/2019
Desktop Support Tech
Columbus, Ohio 40 Hours per week
Acknowledge and work to resolve incoming tickets, either face-to-face or via remote tools Communicate quickly and effectively with our employees in multiple (global) locations Assist in resolving complex technical issues within the IT environment Continually update and improve the documentation of the IT environment Workstation/Laptop imaging, configuration and deployment Deploy, manage, and ensure security of mobile devices VoIP phone support and troubleshooting, as well as MacOS. Diagnose and solve local and network printing problems Active Directory administration including managing domain users and privileges, and updating network shares and related permissions
Maintain current knowledge levels on existing products and/or acquire knowledge on merging technology and products
Maintain up to date enterprise Anti-Virus Applications and Encryption software. Support Senior Systems Administrators and other IT staff in maintaining, administering, and enhancing the multi-site network infrastructure.
Cardinal Health 02/2019 to 06/2019
Sr. Computer Operator
Dublin, Oh. 40 Hours per week
Monitoring of the batch job processing requirements and data flow Maintains a variety of documentation: including operation’s procedures (SOP), run sheets, tape vaulting (Iron Mountain) and turnover
Open/Update/Assign/Resolve incidents in ServiceNow and monitor operation’s queue Assist first level Windows and Unix/Linux server support teams (reboot servers, cable connection verification as requested)
Responsible for monitoring and reacting to facilities alarms for air conditioning, water alarm, fire alarm, and power protection systems (UPS) in the computer operations area Monitor and perform iSeries BRMS backups, iSeries restores - files, application, and system recovery as requested.
Monitors Data Center access login entries and allows access for approved personnel Resolves user problems, from the helpdesk, phone calls and email/IM requests Perform iSeries/AS400 IPL process and perform weekly IPL’s. Understand of the business and the impact of missed SLA’s and how it impacts our customers Perform functions of common EIT tasks and tools (Escalation, SRT, Maintenance, Change Control, Timekeeping (Service Now, Kronos.
Scientific Games 02/2018 to 02/2019
Field Service Technician/Product Support Technician 40 Hours per week Columbus, OH
Provide support for the repair, maintenance, installation, training, documenting and accounting of all gaming equipment, electronic table games and other utility products. Certified to perform duties in facilities where company products are sold.
Plan and deliver customer support services including the installation, configuration, troubleshooting and repair of computerized machines to include preventive maintenance procedures.
Diagnose and repair equipment utilizing electronic, networking and mechanical troubleshooting.
Provide exceptional customer service and support to all customers when identifying and resolving issues and problems.
Collaborate with engineering and software development personnel to provide customer feedback and make recommendations regarding improving product performance.
Diagnose equipment problems and determine whether device should be replaced or whether a different diagnosis and resolution should be considered.
Install and/or make updates and conversions to machines in accordance with customer’s specifications.
Respond to service calls in a timely, professional and courteous manner.
Provide on-site technical expertise when answering questions from customers.
Provide training on equipment to other technicians as well as to customers.
Participate in special assignments and special projects to ensure the efficient use of customer’s products.
Regularly review policies, procedures and trouble tickets to ensure best practices are utilized in resolving customer issues.
Draft a variety of emails and reports to respond to internal and external customers.
Provide 24/7 support while working as the on-call representative. H & R Block (Seasonal) 10/2017 to 09/2019
Field Service Technician 20 Hours per week
Columbus, OH
Set up Tax offices to ensure company is prepared to process taxes and assist customers during the tax season.
Provide customer support activities migrating personal computers (PCs) from Windows 7 to Windows 10.
Install PCs, printers, scanners, phones, servers, routers, switches, signature pads and fax machines to include the installation and updating of Windows10 software On Windows Servers.
Conduct troubleshooting of all hardware, software and user IT related issues.
Provide the on-site resolution of IT related issues at various H & R Block locations through the Columbus, Ohio area.
Consistently provide exceptional customer service to all customers when resolving IT related issues and installations.
Respond to customers via email and telephone.
Lightwell INC./IBM (Contract Position) 07/2017 to 01/ 2018 Senior Computer Operator 40 Hours per week
Columbus, OH
Monitor the system Network, password resets, issue RSA soft tokens, respond to system alerts/outages, submit change request, update SOP documents and, create service request.
Utilize Tivoli software to conduct job scheduling.
Monitor console alerts to provide customer support and personal service.
Perform technical writing and documentation practices on a monthly basis.
Install software application on network equipment (e.g., hubs, routers, switches, bridges, servers) and related hardware.
Conduct system maintenance and support for Avaya phone system.
Knowledgeable and experienced with ACD and IVR maintenance and support, local area and wide area networking principles and concepts, back-up & recovery techniques.
Draft a variety of emails and reports to respond to internal and external customers.
Create incident tickets utilizing Service Now
Provided software and IT systems training to increase customers’ knowledge and minimize recurring IT issues.
Solu Technology Partners (Contract Position) 05/2015 to 11/2016 Application Services Analyst 40 Hours per week
Columbus, OH
Responsible for supporting the applications of multiple BSAs to include non-production request fulfillment.
Responsible for running software test scripts written by the Software Developers.
Provided support and maintenance of the application production and test environments.
Executed the service transition process used to transition applications into the production environment.
Completed the fulfillment of standard and non-standard application service requests via Service Now and ESP in support of application development and testing. VOLT-3M (Contact Position) 06/2014 to 04/2015
IT Support Engineer I 40 Hours per week
Columbus, OH
Provided daily system support to 3M Cogent customers including installation, configuration and troubleshooting of computer software, hardware and network environments.
Resolved customer reported issues and inquiries via telephone, remotely using Go To Assist or by providing direct on-site support.
Built and maintained relationships with internal and external customers via telephone or in person.
Delivered training and installed hardware and software solutions, on-site, to customers and designated employees.
Provided software and IT systems training to increase customers’ knowledge and minimize recurring IT issues.
Conducted troubleshooting of databases such as Oracle/SQL and provided reports. Pomeroy IT Services/Whirlpool (Contract Position) 02/2014 to 05/2014 Windows 7 Migration Technician 40 Hours per week
Columbus, OH
Provided Windows 7 migration services via IBM TEM client, by installing various software, such as Lotus Notes, Reflections, Firefox, Adobe and Google Chrome.
Copied data from old hard drives to new hard drives as required.
Installed and configured Lotus Notes on all laptops and PCs that had previously been migrated from Windows XP to Windows 7
Conducted the imaging and re-imaging of PCs and laptops.
Utilized SCCM software to push various software programs to PCs and laptops after migration had been completed.
Win7 Migration Desktop Support Tech
Shift Point IT Services/Rolls Royce (Contract Position) 10/2013 to 02/2014 Windows 7 Migration Desktop Support Technician 40 Hours per week Columbus, OH
Provided Windows 7 migration services via SCCM client.
Installed various software such as Outlook, Firefox, Adobe and Google Chrome to end-users.
Copied data from old hard drives to new hard drives as needed.
Installed and configured Lotus Notes on all laptops and PCs that had previously been migrated from Windows XP to Windows 7.
Provided first and second level support to migrated users
Utilized SCCM software to push various software programs to PCs and laptops after migrations.
TJX (Contract Position) 02/2013 to 10/2013
CTC Bridge Operator II 40 Hours per week
New Albany, OH
Provided event management monitoring in a distributed mainframe environment through the use of monitoring technologies such as Hughes Vision, EMC Voyence, EMC Smarts and CA Spectrum.
Identified, resolved or escalated event notifications that impacted system availability.
Utilized monitoring technologies to identify alerts, alarms, etc.
Monitored Citrix servers for failure to address issues and problems.
Provided monitoring for production batch processing on multiple platforms using CA ESP.
Supported basic production batch job scheduling failures.
Opened service tickets and initiated escalation procedures via Service Now.
Monitored Local Area Network (LAN), Wide Area Network (WAN), data communication networks to include Very Small Aperture Terminal )VSAT) and Virtual Private Network (VPN).
Modified IT systems to provide advice and guidance to customers. Garden City Group 07/2010 to 07/2013
IT NOC Help Desk/Desktop Support Analyst 40 Hours per week Dublin, OH
Provided first and second level technical support for employees.
Managed service requests via telephone, email or direct customer contact.
Resolve IT system issues and problems through troubleshooting and making modifications in response to changes in customer service requirements.
On a rotating basis, provided on-site second level desktop technical computer support for problems that could not be handled over the telephone
Assisted in the installation and upgrading of desktop systems, including password resets, Via Active Directory, network monitoring of Citrix Servers and via Zenoss.
Set-up new users by granting system access, via Active Directory, re-images, software upgrades, installations and server upgrades/installations.
Installed Avaya telephone systems and performed troubleshooting for any issues.
Assisted in migrating users from Windows XP to Windows 7 and conducted certificate updates. Built Cisco, HP, Unix and Dell Servers, which included installing the most updated software, Windows XP and Windows 7
Checked for available IP addresses via DHCP and performed the occasional DNS flush. City Of Columbus (Contract Position) 05/2008 to 10/2009 Desktop/NOC Technical Support 40 Hours per week
Columbus, OH
Maintained, analyzed, deployed, repaired and performed troubleshooting of computer systems, hardware and computer peripherals.
Replaced, upgraded, maintained and documented hardware and software systems.
Supported and maintained user account information including rights, security and systems groups.
Prioritized tasks and managed my time to ensure the timely resolution of IT related systems and equipment issues.
Performed and resolved a variety of complex issues and tasks to include software upgrades.
Identified and determined corrective action to be taken on system failures and developed reports of findings and recommendations.
Cambridge Integrated Systems 02/1999 to 04/2008
Help Desk/NOC Technician/Desktop Support 40 Hours per week Columbus, OH
Install Video Surveillance, Access Control, and Intrusion hardware cabling and other forms of cabling as technology continues to evolve.
Assist in testing and provisioning of installed equipment and provide basic programming, such as, adding card readers, cameras and alarm points to any system.
Assist in performing preventive maintenance and repair as per a client maintenance agreement and/or warranty.
Assist in troubleshooting, diagnosing, and repairing systems and/or equipment.
Technician may be required to assist with after hours calls.
Responsible for updating project manager on the status of all work performed on a daily basis.
Monitored LAN and WAN networks, file and print servers as well as Control-M job scheduler.
Conducted troubleshooting of user connectivity and created new user IDs and email accounts.
Performed grating for certain levels of security.
Performed installations, set-up, diagnosis, repairs, upgrades and maintenance of user’s PCs and peripherals.
Conducted system back-ups, tape processing via AIX UNIX commands.
Built Unix, Citrix, Cisco, HP and Dell Servers, which included installing the most updated software, Windows XP and Windows 7.
Provided first level of contact for all user’s PC, laptop, desktop and/or printer issues.
Performed racking and stacking of various HP, Citrix and Cisco servers.
Which also included installing the latest software on those Network Servers.
Monitored patch cabling and connectivity issues or problems.
Performed various file downloads and monitored database and Citrix servers via Watchdog system manager.
Created and deleted user IDs and passwords and granted and removed system access.
Performed system backup duties and ran print jobs while also troubleshooting print queues.
Served as first level of contact for any AS400 user issues.
George Washington University Health Plan 07/1987 to 01/1999
Medical Center Office Manager
Managed the day to day Medical office activities, such as interacting with all Health plan members, Doctors and staff.
Assigning and evaluating the work of subordinate staff;
Resolving complex problems to ensure Veteran services are met;
Evaluating new products, equipment, and systems in order to make recommendations for improved operations;
Identifying educational or training needs, for improvement.
Making final decisions on selections;
evaluating performance, and taking disciplinary action when necessary;
monitoring and assessing performance metrics and data;
implementing process improvement initiatives within the department to improve Veteran services and staff performance.
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