Help Desk It Support

Frank Banfield ***** Mallard Ln. Fontana, CA *****

Tel: 909-***-****

Email: **************@*****.***

Dynamic IT Support Specialist with over 10 years of comprehensive experience in troubleshooting and supporting diverse IT environments. Expertise in enterprise help desk support and Active Directory, certified in CompTIA Security+, Network+, and A+. Proven record of improving operational efficiency and implementing critical IT solutions. Committed to exceeding user expectations with strong technical skills and a customer-focused approach. WORK EXPERIENCE

WORKSTATION PC TECH - SR

Rose International/Kaiser Permanente, Fontana, CA 3/2024 – 8/2024

● Installed Windows images on HP computers via PXE boot and MCM in support of four field technicians.

● Orchestrated the deployment of necessary software and drivers in support of Kaiser staff and field technicians.

● Provided field service duties to refresh and replace break/fix computers to strive to surpass expectations. IT SUPPORT ANALYST

Wipro/Optum, Ontario, CA 11/2023 – 3/2024

● Delivered tier 2 field application and hardware enterprise help desk support for ServiceNow tickets & direct inquiries.

● Assisted with clinic project relocation duties including the movement, setup of computers, printers and network devices.

● Interfaced daily with Active Directory and executed the installation of Windows 10 company images on user computers. IT SPECIALIST

Inland Behavioral Health Services, San Bernardino, CA 6/2023 – 11/2023

● Administered tier 1 & 2 help desk support. Provided administrative duties for EMR system eClinicalWorks, Teletask, and Dentrix.

● Managed Arista network firewall and served as the Barracuda email filter and company phone system administrator.

● Handled Active Directory, Office 365, VPN, GPO, and server administrative responsibilities.

● Served as the primary point of contact for Windows 10 users.

● Installed Windows 10 images on company computers. Maintained company printers to ensure operational readiness. IT SPECIALIST

Airgas Inc., Vancouver, WA 10/2014 – 5/2023

● Functioned as a key member of the enterprise help desk for over 20,000 users, serving as the first point of contact for IT support in the Northwest region.

● Managed network administration tasks through daily interaction with Active Directory, DHCP, and DNS.

● Airwatch MDM administrator providing mobile device support for Apple iPhone and iPad users.

● Executed Windows OS installations via company images and troubleshoot Windows 10 user issues.

● Engaged with iSupport and ServiceNow ticketing systems to support Citrix and various other applications.

● Administered HP printers, Zebra thermal printers, Proxy Pro, VNC, and RDP remote desktop applications.

● Installed network patch panels and telecom blocks (110 and 66) as the Nortel PBX systems administrator.

● Supported Microsoft Windows 7/10 and MS Office 2013 and Google Suite. Performed server administration for 2008/2012.

● Installed and replaced Cisco networking hardware, including managed switches, routers, and VoIP systems.

● Led various projects, including the migration of acquired businesses to the Airgas network and domain, demonstrating project management capabilities.

IT SPECIALIST

Richardson Sports, Inc. Springfield, Oregon 9/2013 – 10/2014

● Provided tier 1 helpdesk support for over 100 users. Provided an integral role for the Windows XP to Windows 7 migration.

● Managed Mitel IP telecom system tickets, tasks include adding users and resolving telecommunication issues.

● Conducted basic network administration duties, maintained the company website, and supported company printers.

● Played an integral role in the implementation and postoperative support of the LISA Warehouse Management System.

● Addressed the comprehensive scope of issues during the migration from Windows XP to Windows 7.

● Served as a Design Digitizer from 01/2007 to 09/2013, developing custom embroidery designs and resolving embroidery machine function issues.

DESIGN DIGITIZER MACHINE TECHNICIAN

Richardson Sports, Inc. Springfield, Oregon. 1/2007 – 09/2013

● Served as a Design Digitizer from 01/2007 to 09/2013, focusing on the development of customer embroidery designs and troubleshooting and resolving issues with embroidery machine functionality. EDUCATION

University of Phoenix 10/2009 – 08/2012

Bachelor of Science in Information Technology/Networking/Telecommunications: 3.8 GPA CompTIA

Security+ Certified Technician April 2023 (expires – 4//10/26) Network+ Certified Technician March 2019 (expires – 4//10/26) A+ Certified Technician December 2019 (expires – 4//10/26) IT Operations Specialist – CIOS December 2019 (expires – 4//10/26) Secure Infrastructure Specialist – CSIS April 2023 (expires – 4//10/26) SKILLS

Windows 7/10/11

Windows Images

Hardware Relocation

Software drivers/installation

LISA Warehouse Management

System

PXE boot - MCM

eClinicalWorks / Teletask

MS Office 2013/365

Arista network firewall

Administration

Barracuda email filter

Administration

VPN

GPO

Network patch panels installation

Telecom 66/110 block installation

Google Suite

Active Directory

Server Administration

Nortel PBX Systems administration

Field Service

Dentrix

VNC/RDP

Cisco networking hardware

installation

Mitel IP telecom systems

PROFESSIONAL REFERENCES

Mike Pritt *(Direct Manager)Mike Smith Eric Crenshaw Francisco Soto *(Coworker) Airgas – IT Manager Region President IT Manager Airgas – IT Specialist 1262 Lander Ave 11900 NE 95th St. Suite 400 3737 Worsham Avenue 6790 Florin Perkins Rd. Turlock Ca, 95380 Vancouver, Wa 98682 Long Beach, Ca 90808 Sacramento, Ca 95828 PH: 916-***-**** PH: 360-***-**** PH: 562-***-**** PH: 916-***-**** Cell: 916-***-**** Cell: 585-***-**** Cell: 562- 754-1091 Cell: 916-***-****

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