Client Support Desktop
Resume:
linkedin.com/in/caleb-l-ab*******/ * P a g e
CALEB MOORE LINDSEY
Client Support Technician
QUALIFICATIONS PROFILE
Innovative and solutions-focused professional with broad-ranging experience in delivering top-tier technical and desktop support, customer service, and program administration.
− Hands-on team leader, effective at managing the entire project life cycle, including system/software implementation, deployment, and migration, while accomplishing deliverables within scope, time frame, and customer requirements.
− Concept-to-execution driver, committed to enhancing client satisfaction through clear communication, quick troubleshooting, and expert knowledge of hardware, software, and network management.
− Articulate communicator with proven capability to train and motivate teams, as well as cultivate strong relationships with key stakeholders and decision makers. AREAS OF EXPERTISE
Client Support and Technical Issue Resolution Two-Factor Authentication Active Directory and User Management Mobile Device Management (MDM) Process Improvement Staff Mentorship and Knowledge Sharing Basic Server Administration (DNS, DHCP, and TCP/IP Troubleshooting) PROFESSIONAL EXPERIENCE
TSP DALLAS-FORT WORTH METROPLEX (HYBRID)
OMNICELL (CONTRACTED THROUGH TSP)
Field Services Engineer 10/2024–Present
• Singlehandedly troubleshoot, perform preventive maintenance, and handle emergency repairs on Omnicell’s advanced electro-mechanical and automation systems
• Resolve complex issues with minimal support to ensure adherence to company response time and service level guidelines
• Proactively identify potential problems, manage parts inventory, and escalate product issues to support channels to improve service quality and customer satisfaction
• Coordinate with the 24/7 Technical Assistance Center for dispatch, while delivering hardware and software support to guarantee smooth system operation
• Act as the field service representative in cross-functional initiatives, to participate in field projects, and offer coaching and mentoring to peers
• Provide feedback to the hardware specialist team and engineering to contribute to continuous product improvement
• Perform fieldwork on PCs, including executing a Microsoft Windows 11 migration through a drive swap project VARIOUS LOCATIONS
Independent IT Technician 03/2022–10/2024
• Offered technical support and troubleshooting services, including diagnosing and resolving hardware, software, and network issues
• Demonstrated expertise in client consultation and IT solutions, advising clients on IT needs and recommending solutions
NASHVILLE ELECTRIC SERVICES (CONTRACTED THROUGH TSP) Technical Support Manager (Remote) 03/2022–10/2022
• Performed advanced desktop troubleshooting to promptly address technical issues
• Served a key role in supporting all users during onboarding, upgrades, and new implementations
• Supported generation and distribution of hundreds of knowledge base articles covering troubleshooting, best practices, and new upgrades
Key Highlights
Successfully increased service clientele by over 6 times by implementing group policy updates, deploying Octopus, and hiring additional staff
Achieved $6M savings by creating and executing a protocol to upgrade graphics cards instead of purchasing new machines
Garnered a 97% customer satisfaction score for products and the team, while maintaining a 100% response rate for service level agreements (SLAs)
Directed the Windows 10 to Windows 11 migration for Nashville Electric Services, including imaging and deploying machines to hundreds of users
Garland, Texas 75044
**************@*****.***
CALEB MOORE LINDSEY
linkedin.com/in/caleb-l-ab7881232/ 2 P a g e
Garland, Texas 75044
**************@*****.***
FULL SWING GOLF SIMULATORS (CONTRACTED THROUGH TSP) DALLAS, TX Technical Support Lead 11/2020–03/2022
• Executed diagnosis, troubleshooting, and resolution of technical issues for Full Swing Golf Simulators, including hardware, software, and network connectivity, in a fast-paced environment via phone and remote support tools, such as RDP
• Installed, configured, and maintained golf simulation systems and related software, ensuring optimal performance through regular updates and upgrades
• Managed case logs and resolutions using ticketing systems, including STARS, Cherwell, and ServiceNow; documenting case history; and creating knowledge base articles based on resolutions.
• Followed up with clients to ensure issue resolution and satisfaction, while providing training on the use of Full Swing Golf Simulators and related technologies.
• Applied expertise in tracking devices and third-party technologies, such as Laser Shot and Swing Catalyst to provide specialized support and guidance
• Analyzed and established processes and solutions for end users, while creating technical documentation to train new staff
Key Highlight
Drove the technical implementation of the Swing Suite project and provided tier 1 support for clients TEXAS INSTRUMENTS DALLAS, TX (CONTRACTED THROUGH TSP) [01/2018−11/2020] Desktop Deployment Technician 01/2019–11/2020
Help Desk Analyst 01/2018–12/2018
• Conducted system imaging and deployment with data migration, while ensuring completion within 24-hour timeframes for over 30 users weekly
• Carried out onsite repairs on Dell and HP machines, utilizing Dell Tech and HP Tech certifications
• Facilitated office setup and relocations, such as configuring machines and peripherals with necessary cables and docking stations
• Rendered global on-call support for central help desk levels 1 and 2, using STARS, Cherwell, and ServiceNow platforms
• Held accountability for all aspects including technical writing, troubleshooting, email support, office support, software repair and installation, Active Directory administration, user account creation, group management, and PowerShell scripting
Key Highlights
Spearheaded the successful migration of 10,000 users from Windows 7 to Windows 10 using deployment tools and imaging keys
Earned recognition for strong work ethic at the help desk, leading to a promotion during the Windows 7 to Windows 10 migration
Managed imaging and deployment of Windows 10 machines, ensuring smooth transitions across the organization
Consistently received top service ratings by engaging with end users through email, phone, and live chat and in- forums
DAKOTA EVENTS LLC LAS VEGAS, NV
IT Services Lead 03/2016–11/2017
• Managed all IT operations for key clients, such as Cisco Live, Hewlett Packard, LDI, Zillow Group, and SEMA
• Oversaw the lead retrieval and registration desk, which included training over 30 staff members on how to operate the lead retrieval and registration systems
• Assumed responsibility for onsite operations, including registration and check-in, customer service, and the concierge desk
• Delivered exceptional customer service by assisting attendees and vendors with special requests for onsite support
CERTIFICATIONS
Dell Technician/Dell Certified Systems Expert (DCSE) HP Technician/HP Accredited Solutions Expert (ASE) TECHNICAL ACUMEN
Active Directory Microsoft Office 365 (Word, Excel, and Outlook) ServiceNow Cherwell VoIP Systems IP Phones Octopus Deploy Entry- to Intermediate-Level Enterprise Technical Support Applications AV and Web Conference Systems Desktop Hardware Remote Systems Win10 MacOS Zendesk Jamf and Hexnode Duo
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