Desktop Support Specialist

Jason B. Murrell

*******@*****.***

SUMMARY

I have 23 years combined Information as and contract and full time Information Technology Support Specialist working in large scale deployments, migrations, helpdesk support, audio visual device support, LAN desktop support for tiers 1-3, payment card or payment electronic device (PED) software and applications support including API read, review and bug detections, systems integrations, property management (PMS) translator application support, point of sale (POS) technician, break fix technician for desktop, laptops, tablets, workstations, PACS Workstations and server hardware Support, in medium to large companies in DOD, manufacturing, educational institutions, medical and banking industries. I also have additional experience of network cabling, asset management, Apple device management, maintenance, installation and deployment and Active Directory on boarding and user management. I am also a CompTIA A+ hardware and software certified technician and have previous CompTIA Net Plus training noncertified. My most recent role was as a Software Support Engineer Tier 3 for the Simplify payment device application for Elavon/US Bank. I also have experience with AirWatch and MDM remote management for mobile devices and application management including configuration and deployment through Apple Configurator and DEP.

COMPUTER SKILLS

Technologies Experience

•2+ years current experience working as T3 Software support engineer for US and Canada banking and payment device application support for the Simplify application for retail POS and PMS systems. I reported directly to a California based Application Development teams for multiple products including OPI POS/PMS translators and payment device API software. Daily duties encompassed reading and reviewing debug and log data software bug detection and reporting daily on a per incident, per project and or per issue basis, often including advanced team and customer interactions.

•Active Directory account administration on four separate domains including creation during onboarding and modification of end user account through-out employment by editing security group memberships, permissions, adding accounts for multiple roles and disabling. Also, working with IT Governance in correlating accounts to centralized user access request portal and main employee data base as well as configuring accounts to work with in house applications such as CAO and OPM, VDI pools and 2 factor authentications with DUO mobile.

•Apple configurator for DEP join, Apple Business Manager for AirWatch device asset management and MDM assignment and AirWatch admin role for configuration, organization group setup and change and complete device administration.

•Dell Certified Systems Engineer Tier 3 with over 80 certifications.

•Desktop Hardware Engineer for PACs Hardware requirements for Version 7.3 and 8.1.

•Point of Sale (POS) register and line and register printers next day break fix support and troubleshooting as well as support for PDA, sales tablet, and handheld scanning devices.

•POS large scale installation project with POS rollouts for HP with end client Belk’s and Macy’s in Florida. As well as large scale workstation roll outs for HP at Sea World in Orlando. And POS software upgrades for Well Fargo at Publix locations, and Publix POS Tier 3 break fix technician for tape drive servers, and local data base server with 3 hours SLAs.

•Daily support of Verizon Horizon client VMware software on corporate and end user devices, Wyse terminal VDI equipment, VDI sessions and VDI desktop pools including granting access through AD permissions, VMware desktop account administration and troubleshooting, Horizon client install and troubleshooting.

•VPN account setup and administration through Active Directory and DUO two factor authentication for 2 separate domains as well as Cisco Any Connect VPN setup, configuration and troubleshooting on corporate devices.

•Large scale image and deployment technician experience. 650 laptops received, inventoried, and tracked progress through SharePoint then pre-stage machines, initiated Image load with SCCM back client driven images and SCCM software downloads to OS once image was installed then installed MacAfee encryption. I worked under a quota of 30 images per day.

•LAN/WAN daily desktop support ticketing and troubleshooting work including support network devices, computer devices, computer inventory and loaners, audio visual equipment, printers, VOIP phones, Mobil devices, inventory, and data tape backups.

•Remote, Local and LAN desktop support, maintenance, device deployment, project deployment, image deployments, migrations and account modification and administration.

•Next Business Day FRU and LAN break fix field support for Dell Desktop, Laptops, All-in-ones, Workstations, and Tablets.

•Deployment, support and break fix work for HP Desktops, Workstations, Laptops and ZBook Mobile workstations.

•Basic to advance printer break fix repair and maintenance. LAN troubleshooting includes punch downs, data cabling, IP routing and connectivity troubleshooting for both wired and wireless networks.

•VIOP phone setups and CISCO phone troubleshooting, account maintenance and deployments as well as mobile phone device setups and troubleshooting.

•Workspace One AirWatch, extensively used for Mobile Device Management (MDM) and remote configuration of corporate Apple devices.

•Experience managing and supporting MacOS/iOS endpoints in an enterprise environment using MDM platforms.

•Responsible for configuring security policies, profiles, and push deployments through Workspace One/ AirWatch to ensure compliance with corporate IT standards.

Software

•Wasp inventory manager for assets management both receive and pick and quarterly review.

•Fresh Services IT ticketing system.

•Microsoft Windows Support from Windows 2000 to Windows 10 and Microsoft Office Support from 2003 to 2013 as well as 3rd party middleware run by CITRIX.

•Active Directory user onboarding, account creation, account modification of security groups, OU containers, account deletion, password rules, resets and disabling of user accounts. Also, correlating accounts to IIQ SSO online account creation and entitlement request portal.

•Software installations carried out through SCCM, CM12 and DMT tool pushes as well as back-end image push from SCCM for Windows 10 and 7 with Office 2013 image loads.

•LAN and Desktop support software such as ITSM/Remedy, Service Now, LANDesk, Lansweeper, Dameware, Alteris, and CATS inventory system.

•Install and setup of many engineering programs such as MatLAB-2010, Catia, IBM Rational Doors, Solumina G6 and G7 and premium software such as MS Project, Visio, Visual Studio and Oracle DBC, SQL and SAP.

•VPN support using ePulse secure, Cisco VPN, TPO E token and One Badge.

•Security and Encryption software such as Guardian Edge, End Point Check Point Security, MacAfee encryption and MacAfee EPO administration combined with MEE tool encryption recovery, Windows NTPW Edit and Opal hard drive encryption.

•Connect Wise ticket reporting, tracking, escalation, and completion program with direct time tracking per incident output to employee timecard weekly. Box collaborative storage containers for team documents and team reporting. EDMS for viewing released controlled documentation and Stream Learning Portal for standard, job specific, company compliance and quality assurance training of SOP.

•Basic Knowledge of Power Shell and SQL server. Class work in SQL database management and UNIX shell scripting with some basic shell scripting experience.

•Experience using AirWatch/ Workspace One for Mobile Device Management (MDM) of corporate and BYOD environments.

•Responsible for enrolling and maintaining MacOS/iOS devices within Workspace One environment, including compliance configuration, remote wipe, and policy deployment.

•Collaborated with IT and security teams to streamline device lifecycle management using MDM tools, improving asset visibility and enforcement of endpoint security.

EXPIERENCE

Software/Application Support Engineer T3

KForce – Remote WFH, End client US Bank and Elavon, 7/25/2022 – 12/31/2024

My primary responsibility was to work on T3 incident escalations and project assignments requiring full review of provided client-side point of sale transactions logs and in-house API debug data for the purpose of locating software issues and bugs, OPI translation to API call products and software package details then escalate finding to nationwide dev teams if necessary for current and future version patches and updates. I work directly between the T2 support desk and Software developers.

Secondary responsibilities: Monitoring device software versions, virtual estates, and various advanced dubbing logs in a device management database, as well as reviewing deployed software packages for configuration, versioning, device serial numbers, debugging, and automating tasks to manage device data and generate detailed reports. I regularly attended 5–8 daily Microsoft Teams meetings, participating in syncs with the T3 Support Team, QA, Product Team, Software Development, and Operations, along with quarterly reviews and sprints with the Scrum Master. I was also occasionally called upon to attend high-level customer meetings to communicate findings on escalated issues.

Level 3 Support Technician

Apidel Technologies 3/29/22 – 4/29/22

Primary responsibilities Were to close Tier 2/3 escalated desktop tickets for hardware, software, and LAN issues and to track tickets in Service Now as well as work the site Tech-Bar for walk-in issues and support users on site and remotely. Additional duties included imaging device hardware, mobile device and mobile account management and asset tracking items in Eracent software and user and device management in Active Directory and Intune. Project work also included returning to office (RTO) deployments deskside. In addition, support Mobile Device Management (MDM) tasks including device enrollment, policy application, and asset tracking.

Restaurant POS Remote Support Tier I 3/2021 – 6/2021

The Intersect group – End client Inspire Brands.

Primary Responsibilities included – 2nd shift Tier 1 Help Desk remote support for Arby’s, Sonic, and Buffalo Wild Wings involving account troubleshooting, POS troubleshooting for proper function and connectivity of all POS stations on an independent VLAN including drive-through registers, front counter registers and order output screens, POS receipt printers, line printers, card readers and pay devices, manager workstations, Network Layer 1 troubleshooting, POS software and hardware troubleshooting.

Systems Integration Tier 1 10/2019 – 11/24/2020

The Intersect Group – End Client MedQuest Associates

Primary responsibilities include Assisted with Windows 10 imaging and device upgrade and deployment project. Primary duties included imaging, configuring, and deploying over 400 HP mini desktops and approximately 100 Laptops for refresh projects. Daily duties also include fulfilling and tracking hardware requests, equipment and asset management including inventorying equipment and decommissions, troubleshooting hardware Incident tickets on a tier 3-4 level, daily meeting to assess project goals and fulfillment. Working with multiple teams including regional support teams for hardware requests, hardware management, special projects, hardware fulfillment and healthcare centers IT support. Special tasks for written KBAs and Hardware specifications for company’s new hardware standards as well as setting new hardware specifications, configurations and ordering based on Merge PACS versions 7.3 and 8.1 workstations requirements. Working with Multiple vendors daily to source, quote, validate, receive inventory, and ship equipment. Working with OEM manufacturers such as HP and Lenovo to set configuration and workstation standards for company hardware, receive quotes and test machines.

Secondary Responsibilities: Apple iPads and device management through Apple configurator, Apple Business manager and AirWatch. Primary duties for this included receiving and inventorying Apple iPads from vendors, preparing iPads in Apple Configurator for DEP and MDM assignment into AirWatch. Organizational group creation and management in AirWatch and device configuration for deployment including large scale deployment of 130 iPads in staggered deployment batches between 25 and 35 devices per site.

Desktop Support Administrator 2.1 – Primary role tier 2 desktop 12/03/2018 – 7/06/2019

Wipro Limited – End Client Change health care

Primary role: Desktop support tier 2.1: Adhere to IT policy and procedure regarding user incident and service request for account access requests, software, hardware, 2 factor authentication, hardware encryption, web portal, MS Office and productivity software, hardware deploys and end user support for daily trouble tickets and requests.

Specialization: User onboarding and account creation for domain access, in-house software (CRO, OPM) account creation, modification and deletion and DUO two factor authentication for annual HEDIS project of 4000 user onboarding from Oct 2018 to May 2019 and continue to support after.

Senior Support Analyst – Image Deployment Technician 02/13/2018 –08/17/2018

Artech Information Systems LLC – End Client Marsh and McLennan Companies, Atlanta Georgia

Primary role: Image deployment technician for 3 acquisition projects to deploy Windows 7and Windows 10 corporate images for 1,000 new Dell 7480, 7420s, and Dell Pro Workstation laptops for 3 separate acquisition projects. I was responsible for receiving equipment, DAD pre-staging, SCCM driven imaging, configuring loaded image once installed, software updating through SCCM, MacAfee MDE Encryption then staging for delivery while also maintaining accurate count, inventory asset tracking and SharePoint data for each batch daily. My quota was 25-30 machines a day per project. All projects finished on time or ahead of schedule.

Secondary role included providing Tier 2 end user desktop support for 500 plus users with daily tickets in software and hardware troubleshooting, Software and Hardware change orders, IT equipment office moves, hardware break fix and Windows 7-10 and MS Office 2016 support.

Desktop Support Technician (Part Time) 01/15/2018 – 02/12/2018

Alphanumeric Systems Inc – End client is Shionogi Inc, Alpharetta Georgia

Primary responsibilities include project assistance on site, Tier II Desktop Support Ticket monitoring, collaboration, and completion for both local and remote end users. Accurate and consistent training for IT procedures, controlled document procedures and company standard operation policy. Maintaining a detailed time record per ticket weekly and monthly reporting of the time spent for each ticket, project, and job-related task. Level 2 Support for Windows OS, MS Office products, LAN, WAN, PC, Laptop, Software, virus, and basic network support.

Desktop Support Specialist 06/2017 – 11/2017

MAINTECH – End client LOCKHEED MARTIN: Jupiter and Riviera Beach locations

Primary responsibility in IT Desktop support for local and remote users’ daily ticket queue support for device break fix, account and domain administration, software requests (installation, pushes and troubleshooting) LAN troubleshooting, asset deployments, asset refreshes, asset tracking, Bi-weekly asset inventory, loaners and device reclamation. LAN wired and wireless level 1 support and troubleshooting, mobile and VOIP phone support deployment and setup as well as basic printer maintenance and support. Additional Duties included pickup scheduling and data tape collection and preparation for weekly Iron Mountain pickup.

Software installations carried out through SCCM, CM12 and DMT tool pushes as well as back-end image push from SCCM for Windows 10 and 7 and Office 2013 image loads. Software and Imaging carried out daily several times a day.

Additional projects in Wyse terminal, kiosk, (run by CITRIX) carousel equipment deployments and support.

This is a DOD aircraft manufacturer, so I have passed all current security checks and approved with flight line and flight maintenance access and FOD training.

Hardware Support Depot Technician 01/2017-02/2017

Randstad Technologies – End client Fulton County School Systems: Atlanta Georgia

Open ended contract to break fix support over 30,000 Dell, Apple and Windows Tablets for one-to-one device initiative.

Monitor incoming tickets for warranty related hardware repair and replacement as well as receive and ship devices to appropriate school.

Additional responsibilities to reimage reconfigure and rejoin repaired devices to domain as well as have them properly allocated in SAP. Also, to laser etch devices for identification.

Dell Certified Systems Engineer (DCSE) Tier II Area Lead – Full Time 08/2013 – 10/2016

ELS Computers Inc. – Subcontracted to UNISYS: Alpharetta and Marietta Georgia.

Onsite, next business day, the full break-fix repair for DELL OEM standard, Pro Support and Gold Support Level warranty repair for corporate customers. In addition to daily assigned territory tickets, I maintained my own customer base including Cherokee County Board of Education (county wide) and Elbert County Board of Education (Elberton Comprehensive High School) as their sole requested technician.

Certified in over 60 models and current certifications for desktops, laptops, tablets, workstations, mobile workstations, and Dell All-in-One desktops. Dell metric status is excellent.

Averaged 40-45 tickets weekly including multiple sites same day and was consistently in the top 3 for ticket volume and closure every week out of 43 technicians for ELS computers.

Dell Certified Systems Engineer (DCSE) Tier II – Part Time 05/2011 – 07/2013

ELS Computers Inc. – Subcontracted to UNISYS: Orlando Florida.

Onsite, next business day, the full break fix repair for DELL OEM standard, Pro Support and Gold Support Level warranty repair for corporate customers. In addition to daily assigned territory tickets, I maintained my own customer base including Cherokee County Board of Education (county wide) and Elbert County Board of Education (Elberton Comprehensive High School) as their sole requested technician.

I originally worked with ELS in 2011 full time but then was moved to part time and seasonal work due to lack of volume in the territory. I was also permitted to work on other contracts while still working part time for ELS until 2013 when I was relocated to Atlanta Georgia and given a full-time role as an area lead.

Project Team Desktop Support Refresh Technician 02/2013 – 03/2013

Insight Global – Wyndham Vacation Resorts: Orlando Florida.

I was invited back from a previous project to be a part of another project team for desktop support to roll out new images, install Opal level encrypted hard-drives, migrate data from old hard-drive to new one, roll out company software and replaced/reimage aging laptops.

Field Repair Technician 12/2012 - 02/2013

Robert Half – CompuCom: Orlando FL

Hired on contact to CompuCom as a field technician for full PC Laptop, Banking Technology, Business Class Printers, Desktop support and Tier I LAN support for BB&T branch banks, corporate offices and affiliated companies and subsidiaries. Territory included 150-mile radius daily.

Project Team Desktop Support Refresh Technician 10/2012 – 12/2012

Insight Global – Wyndham Vacation Resorts: Orlando Florida

Part of project team to convert current user HP, DELL and Lenovo laptop OSs to Windows 7 and add a hardware level encryption opal hard drive.

Tier II Desktop Support Technician 11/2011 – 8/2012

Dysis - Northrop Grumman: Maitland Florida

Daily responsibilities included onsite and remote support for hardware, software, LAN and WLANs including setup and troubleshooting of guest wireless, site wireless, VPN, Remote access, LAN printer configuration, computer refreshes, data migration, PC re-imaging, software pushes, PC, laptop and equipment decommission, Active Directory administration, laptop break fix and repair and replacement of HP FRU and SCR parts replacement. MS OS and Office product installations and troubleshooting and install and configuration of DOD science and engineering proprietary software installations and troubleshooting.

Computer Sales Associate 08/2011 – 11/2011

CompUSA: Apopka Florida

Part Time Employment In computer systems, hardware, software, and peripheral sales

Highest sales for September 2011

Help Desk Agent Tier II 07/2011 – 09/2011

Superior Technical Resources - Veteran Affairs Hospital: Winter Park Florida

Tech services including end-user computer and software support, incident ticket handling and assignment, escalations, software configurations and troubleshooting, authentication resets walk-in hardware and software services, some pc deployment for new laptops and desktops and any other perceived tier 2 duties for both remote and on location end users.

Deployment Technician 09/2010 – 12/2010

United Launch Alliance: Cape Canaveral Air Force Station, Florida

Deployment of over 200 laptops and docking stations. Duties include receiving and preparing laptops complete with image and software and deploying them to the end user at scheduled times and performing data migration

Tier I Helpdesk 04/2010 – 08/2010

ACS - Disney IT Support Center: Kissimmee Florida

Remote desktop and laptop hardware and software trouble shooting for over 30,000 basic and proprietary applications as well as for all Disney Worldwide Business units such as ABC, ESPN and The Walt Disney World Company and Studios.

Desktop Support Technician 10/2009 – 12/2009

Apex Solutions – SunTrust: Orlando Florida

I worked as an A+ Computer Technician for a short-term large-scale PC refresh project for Sun Trust Banks preparing and deploying end-user PCs and laptops in house for 500+ users.

Desktop Support Technician 08/2008 – 02/2009

Hudson IT – EA Games Tiburon: Maitland Florida

I was contracted to work onsite at EA GAMES Tiburon for LAN and Desktop support for Tier 2 hardware and software support for over 900 users onsite

Daily duties included anything from software management and deployment to PC, laptop and LAN break fix troubleshooting, special projects, system building and repair, asset management, equipment replacement and RMA.

Full Time A+ Certified DCSE Tier II Technician 02/2008 – 07/2008

Decision One February: Orlando Florida

I worked for a company named Decision One as a Dell Certified Systems Engineer Tier II for break fix repair of OEM service provider for warranted devices.

Primary Duties: A+ certified field tech working on several accounts covering an area from Orlando to Melbourne and Cocoa beaches. Duties include laptop and desktop onsite repair and field replacement (covering a 150mile radius) legacy printer and computer hardware repair and replacement and Server hardware repair and replacement

Accounts include Publix supermarkets, Dell Computers, Office Depot, MS Surface, Epson Printers, Dell-DuPont, Florida Dept of Forestry and many more.

Contract PC technician 05/2004 – 02/2008

Various IT Staffing Firms: Orlando Florida

Contract PC technician: Short term team and solo based work for various recruitment firms on daily, weekly and short 3-6-month project-based contracts primarily in areas of large scale deploys, data migrations, POS, POS Self-Checkout lanes, Kiosks deploys and onsite troubleshooting, convention center PC and PC network setup and support.

TAC Worldwide: A+ Certified PC Technician and Deployment Technician

K-Force: A+ Certified PC Technician and Deployment Technician

TEK systems: A+ Certified PC Technician and Deployment Technician

Superior Technical Resources: A+ Certified PC Technician and Deployment Technician

A+ Lab Aide, PC and Mac Lab Aide I,

PC and Mac Lab Aide II, Audio Visual Lab Aide 10/2002 – 05/2004

Valencia Community College: West, East and Winter Park Campuses Orlando Florida

Kissimmee FL: Valencia Community College (West and Winter Park Campuses) Various Work Study PC Lab and Video Audio Lab assistant positions under federal work study program

West Campus: A+ Lab Aide and Unix class Lab Aide and Instructor Aide. West Campus: Mac Lab and PC Lab Aide I & II and co-author of UNIX shell scripts for Lab MAC OS X systems.

Winter Park Campus: Library PC lab Aide and Audio-Visual classroom and smart classroom tech aide.

EDUCATION

CompTIA A+ Certified Professional for Hardware and Software: 08/ 2003 – grandfathered

Valencia Community College 09/2002 - 05/2004

Associate’s in arts degree, General Arts with Information Technology Specialist Certification

University of North Carolina – Charlotte 02/1993 — 05/1996

Bachelor’s in arts – Biology Premed

Due to family and medical issues, I applied for a B.A degree and left the state early without completing the B.S - Biology Premed Degree I had declared. Due to a clerical error when calculating accumulated credits, I was told 6 months later that I was missing 1 credit hour towards the degree and not granted the degree. After several attempts to work with the college in obtaining the one credit hour as a transfer student in Florida I was denied by the newly elected Dean of Biology despite her predecessor’s promises. I have approximately 153 credit hours and a 2.8GPA towards the Degree but was unable to graduate with the actual degree.

Central Piedmont Community College 09/1991 — 01/1993

UNC - Charlotte Direct Transfer Program, Transfer Credit and Core Coursework

Attending the school under the direct transfer program to UNC – Charlotte

Completed the necessary coursework and electives with the required GPA of 2.8 and transferred in the winter of 1993

REFERENCES AVIALABLE UPON REQUEST

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