Desktop Support Technician

Phone - 281-***-**** • E-mail - ************@*****.***

Mark Anderson

OBJECTIVE

A self-motivated, enthusiastic, IT professional with expertise in Windows desktop environment. High troubleshooting and repair skills with various name brand desktop computers, tablets, and smart phones. Experienced in Active Directory, Windows Exchange Server, Microsoft Office, Citrix, Cisco and Cisco phone, and Virtual Private Network (VPN). Strong customer service relations.

PROFESSIONAL EXPERIENCE

October 2023 – February 2025 Addison Group/Nextier

Desktop Support

Contracted to NexTier Oilfield Solutions. Worked as a Desktop Support Technician. Supported Dell, Lenovo, and HP laptops.

Supported about 3000 users both at the branch office and in the field.

Worked with the ServiceNow ticketing system to create and maintain service tickets to keep track of the workflow.

Assisted in new computer migrations by imaging laptops with Windows 10 and later Windows 11 operating systems, distributing the laptops out to the assigned users.

Kept track of computer inventory of laptops that were to be sent out, and computers to be sent back after users were no longer with the company.

Nextier, while merging with Patterson UTI, was assigned as a liaison to work with both companies during the merger.

With Patterson, supported an additional 3000 users over the phone, MS Teams, and in-person. Also assisted in setting up conference and training rooms for service.

November 2019 – May 2023 Inceed/EOG Resources

Helpdesk Support

Contracted to EOG Resources. Worked as a Helpdesk Support Technician along with system reimaging. Supported Dell, Lenovo, and Macbook desktops and laptops.

Supported 5000 users both at the branch office and in the field handling close to 40 tickets a day.

During beginning employment, the Jitbit online ticketing system was used. Later the ticketing system was switched over to iHelp as the preferred ticketing system.

Applied various troubleshooting techniques over the phone along with remote desktop connections to resolve common computer problems or outages.

Assisted with a variety of fixes that were caused by technical problems with iPhones that the company used.

Monitored server and network alerts for any sensors that have gone down or a server not responding to report the problem to the proper tech department.

May 2019 - September 2019 Inceed/Targa Resources

Desktop Support Technician

Contracted to Targa Resources. Worked as a Level 1 Desktop Support Technician and system reimaging and deployment. Supported Hewlett Packard desktops and laptops

Did troubleshooting of computer issues either over the phone or at the desk side level. Serviced 1200 users both onsite and in the field.

Worked, created, and updated service tickets thru the ServiceNow ticketing system. Handled about 30 tickets a day.

Setup and reimaged HP systems thru SCCM and installed any additional software that was available thru Windows Software Center.

When systems were imaged and ready for deployment, installed the system at the desk while installing all necessary equipment and peripherals along with logging in and making sure system was in working order ready for the new hire. Also took steps into maintaining proper cable management to prevent cable interference with the user.

March 2019 – May 2019 TekSystems/MD Anderson

Network Security Team Associate

Contracted to MD Anderson and worked with the Network Security Team to implement a new security protocol through Cisco Network Access Control (NAC).

Did troubleshooting on connectivity and had extensive face time with users to help them with their particular issues and questions thru the rollout of the project.

Cross referenced data collected with network connectivity to current network ports to make sure data is correct and current to test network functions.

Also worked closely with protect team members to make sure tasks were completed and communicated with other team members to help the progression of the project run more smoothly.

Consulted with project leads at the end of the day to make sure all tasks were completed and reports were ready to be turned in.

July 2018 – January 2019 Harvey Nash Consulting

Desktop Support Technician

Worked a 6 month contract under Compugen for Enbridge Oil. Supported over 1000 users with different models of Hewlett Packard laptops and desktops.

Created, managed, and closed service call tickets thru the online Service Now (SNOW) application.

Reimaged the HP computers thru SCCM setup and installed custom software packages thru the company’s Windows Software Portal and Software Center.

Prepared site for a Windows 10 migration.

Set up HP laptops with flat screen televisions and overhead projectors for meetings and conference calls with clients and other branch offices

Assisted in installing and setting up teleconference devices for large scale conference meetings and video fed meetings between international offices.

Set up Cisco desk phones thru the Cisco network with labels and phone numbers. Along with setting up and configuring voicemail

Connected and installed phone headsets to work properly with the phone system and with group calls used on Skype for Business under Microsoft Office

February 2016 – July 2018 Cardtronics

ATM Tech Support

Supported over 60,000 ATM machines nationwide.

Worked as Level 1 Support Technician and answered phone calls from customers or field technicians to troubleshoot and repair ATM issues. Worked with various ATM terminals of brand names like Triton, GenMega, Hantle, and Hyosung. Ordered and shipped ATM terminal parts along with scheduling and dispatching field techs to the needed locations.

Worked in the Core Events ticketing system to document and maintain ATM repair work orders and coordinate repair schedules with field technicians.

Promoted to Level 2 Support Technician – serviced field technicians directly with ATM problems to troubleshoot and connect ATMs into the network to bring the machines online and allow financial transactions

Worked with TRAK and Device Manager ticketing systems to maintain work orders and scheduling service.

April 2015 – August 2015 Insource Technology

IT Specialist

Contracted to The Menninger Clinic to serve as a Helpdesk and Desktop Support Technician

Answered phone calls and did troubleshooting techniques over the phone. Remote connected into computer systems thru either Microsoft Remote Desktop Connection or VNC Viewer Client to further diagnose and repair problem. If problem could not be solved over the phone went to onsite campus building and did hands-on computer repair.

Worked with the program Cherwell to create, update, and close IT repair tickets.

Reimaged Dell computers with the CD disk created by the Lead Technician for distribution of new systems and computer hard drive replacements in a Windows 7 environment.

Worked in Microsoft Exchange Server 2010 to help diagnose and repair email connection and send/receive issues. Also gained some experience in Cisco Ironport to repair email delivery and receiving problems.

Gained experience in a virtual environment working with a VMware network running VMware Horizon Client and Administrator software

Set up Dell laptops with flat screen televisions and overhead projectors for medical staff presentations and conference calls.

Set up and modified the company phone system using PBX Unified software.

December 2007 – March 2015 Harris County Information Technology Center

Helpdesk Technician

August 1999 – December 2007 COMP USA/Global Service Solutions

Desktop Support and Field Service Technician

July 1998 – August 1999 Modis Professional Services

Information Technology Consultant

EDUCATION

A+ Certification February 2003

Graduated 1998 University of Houston

Bachelor of Science in Technology, Information Systems Technology

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