Desktop Support Technical

Duran W. Hunt Sr.

**** ***** *** **** *****, IN *6806

Phone: 904-***-**** Email: *******@*****.***

Professional Summary

Highly skilled and CompTIA Security+ certified IT professional with extensive experience in Tier 1 & Tier 2 technical support, desktop support, and system administration. Adept at troubleshooting software and hardware issues, managing IT infrastructures, and implementing security protocols. Passionate about technology advancements, ensuring optimal performance of IT systems, and delivering top-tier customer service.

Technical Skills

Systems & Networking: Windows, Red Hat Linux, Azure, Active Directory, SCCM, Patch Management

Security & Compliance: Vulnerability Management, PowerShell Automation, Encase File Carving, FTK Extractor

Software & Hardware: Ivanti, Virtual Machine Installation, Linux/Unix Administration, Application Support

Programming & Development: HTML, Java

Work Experience

Field Technician (Ascension/HCL) 06/2023 – 05/2024

Administered user account management (licensing, password resets, domain changes).

Configured and maintained W.O.W carts with desktops/thin clients and programmed Volt Phones for healthcare staff.

Conducted on-site rounds at nurses’ stations to troubleshoot equipment issues and provide replacements.

Managed and resolved IT tickets in ServiceNow, ensuring quick and effective issue resolution.

Desktop Support Engineer (HCL/Solera) 05/2022 – 02/2023

Led and coordinated desktop support technicians, overseeing daily operations.

Managed device imaging (thin clients and laptops) and set up training stations for employees.

Provided remote support for work-from-home employees within a 100-mile radius, ensuring seamless IT operations.

IT Technical Support – Tier 2 (Pax Technology) 09/2020 – 05/2022

Performed firmware updates for credit card machine vendors and independent clients.

Monitored security compliance using Pax Store software, Broad POS, and ServiceNow.

Configured and deployed POS applications for credit card processing systems.

IT Technical Support – Tier 1/2 (Stein Mart) 11/2018 – 09/2020

Troubleshot and maintained retail IT systems, including servers and point-of-sale terminals.

Provided user management support, including password resets and administrative access.

Executed software updates in Oracle Retail Point of Service (Orpos) for optimized store operations.

Tier 2 Client Support Specialist (Auditmacs) 05/2016 – 10/2018

Managed software configurations for corporate mobile devices and IT infrastructure.

Issued and maintained devices for new hire deployments, ensuring smooth onboarding.

Developed custom software solutions with SOTI, ManageEngine, and Air Methods.

Tier 1 Client Support Specialist (Auditmacs)

Provided help desk support, resolving service requests efficiently.

Managed device imaging and deployment for tablets, desktops, and laptops.

Facilitated hardware replacements and warranty management to minimize downtime.

Senior Technical Support Advisor (U.S. & UK Apple Customers)

Provided Tier 2 MAC troubleshooting for software, hardware, and device replacements.

Assisted Tier 1 associates with complex technical inquiries.

Conducted research and problem resolution to ensure smooth MacOS operations.

Education & Certifications

CompTIA Security+ Certification

Continuous self-learning in technology advancements and industry best practices

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