Help Desk Desktop Support

John D. Wood

**** ******* ***** ***.

Morganton, NC 28655 Cell: 828-***-****

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

Summary of Qualifications:

A+ Certified, MCDST (Microsoft Certified Desktop Support Technician)

Supervised Help Desk. MS Office 2002 - 2010 (Including Publisher, Visio, Project), Remote Access, System Deployment, Network, Active Directory (Account Administration, Policy Scripting), Exchange, Linux, Customer Service Specialist, Windows Workstation (XP, Vista, Windows 7), Windows Server (2000, 2003), Adobe. MAC Book Pro MAC OS X. Administrator in Track-IT, Crystal Reports. Remedy and Kaseya Helpdesk Tracking Tools. Symantec Ghost (Imaging software). Blackberry Systems Administrator, Avaya Phone System,

Previous Duties Include:

Break/Fix Troubleshooting

• Reviews, troubleshoots and Approves Operational Quality Desktops, Notebooks, Printers, and Associated Peripherals. Installs, Maintains and Optimizes Desktop /Notebook Configurations at Customer Sites.

• Diagnoses and Resolves Product Performance Issues.

• Performs Maintenance and Repair Services

• Ensures Customer Satisfaction by Advising Customers on Preventive Maintenance and Configuration, which may Impact Product Performance.

• Instructs Customers in the Operation and Maintenance of the System.

• Inventory Control, Ordered and Maintained Inventory Levels.

Education:

Delaware Technical & Community College, Georgetown, DE

(June 1995 – May 1997)

• Associate of Applied Science in Computer Information Systems (Networking Concentration)

• GPA: 3.78

• Member of Phi Theta Kappa

• 3 Times Deans List

Eastern Shore Criminal Justice Academy, Salisbury, MD (Feb,3 – May 13, 1987)

Police Science and Procedures

Maryland First Responder (Emergency First Aid)

Hurlock Police Department / Traffic Officer

Crime Prevention Officer

Professional experience:

IAC/Auria (International Automotive Components) January 2015 – Present

IT Technical Support 1

•Purchasing (Ensuring the Correct Product at the Best Price)

•Inventory Control

•Image and deploy computers (Altiris)

•Implemented projects

•Organized Server room

•Back-ups and restore testing.

•Troubleshooting scan guns (Motorola)

•Configuring and break/fix Zebra label printers

•Cabling (Cat5e)

•Administer Avaya phone systems

•Server repair and maintenance

•Network troubleshooting

•Cell phone configurations

•Software instructor

•Label design (using BarTender)

•Knowledge of RDP and VNC

•Working knowledge of Active Directory

PPM (Continental Auto) (March 2014 –January 2015)

Data Analyst/Data Entry Clerk / Morganton, NC

•Data Analysis (Manipulating Raw Data to Provide Understandable Reports)

•Inventory Control (Maintaining Inventory Levels and Tracking)

•Purchasing (Ensuring the Correct Product at the Best Price)

•Excel Programming (VBA)

•Special Projects (Visio Design, Special Systems Analyst (Power Logic, Energy Monitoring System))

Friday Staffing (Continental Auto) (Jan. 2013 – March 2014)

Lab Technician / Morganton, NC

•Assist with Prototype Production of Brake Parts

•Wet-Fill Brake Units

•Control Inventory for my Area

•Convert Parts in Compliance with Customer Needs

•Maintain Tools and Equipment (in the Prototype Area)

Reason for Leaving: Contract Ended

The Salvation Army (November 2012-December 2012)

Assistant Kettle Coordinator/ Boone NC

•Schedule Bell Ringers for Locations

•Keep Time Records

•Assist with Financial Processes

Reason for leaving: Seasonal Position

Lowe’s Corporation (CITP) (April 2011 – June 2012)

IT Contractor / Wilkesboro, NC

•Telephone Support for Corporate Users

•Maintained Detailed Documentation on All Service Calls

•Remote Access Configuration and Troubleshooting (VPN)

•Remote Software Installation, Configuration and Troubleshooting

•Microsoft Office 2002 - 2007

•Remote Hardware Diagnostics

•Telephone Support (Blackberry and iPhone)

•Call Evaluation and Escalation to Varies Support Groups

•Loweslink Helpdesk (External Vendor Support)

Reason for leaving: Contract ended

Shore Health System /UMMS (Jan-2001 – Nov-2010)

Senior Desktop Analyst / Easton, MD

•Computer Hardware Setup, Deployment and Troubleshooting (Hands-on and Remote)

•Computer Software Installation. Configuration and Troubleshooting (Hands-on and Remote)

•Printer and Copier Deployment, Repair

•Microsoft Office Troubleshooter and Trainer

•3rd Party Software Troubleshooter

•Evaluate and Recommend Hardware and Software to Meet Company Needs

•Procurement Specialist (CDW, Dell, HP, SHI)

•Vendor Certified for Expediting Service Calls

•Participated in Several IT Steering Committees (Local and Remote)

•Directed Multiple Projects for Construction and Reconstruction Within Facilities

•Active Directory Account Administration

•Server Administration and Back-Up (Novell and Windows 2000)

•Thin Client Administration and Troubleshooting (Unix)

•Created and Presented Annual Education Material for Company Compliance

•Inventory Control

•Department Liaison

•Firewall knowledge Including Cisco, Windows, and Various Personal Firewalls.

Reason for leaving: Relocated to North Carolina

Chesapeake College (January 2001 – December 2010)

Adjunct Faculty / Wye Mills, MD

•Instructed Students in the Following Credit Courses: Microsoft Office (2000 – 2007), Microsoft Workstation (2000, XP, 2007), Microsoft Server 2000, CompTIA A+ (hardware and software), CompTIA Network+, CompTIA Linux+, Computer Customer Support

•Designed Course Syllabi and Other Coursework

•Provide Testing and Grading of Examinations

•Worked With in the Angel Program to Communicate with Students and Advisers to Ensure Student Activities were Up-to-Date.

Reason for leaving: Relocated to North Carolina

Delmarva Foundation (October 1997 – January 2000)

Network Specialist /Easton, MD

•Responsible for All Hardware (Servers, Desktops, and Laptops) and Software Associated with the SPDS Governments Contracts

•Worked within SDPS Government Guidelines

•Configured and Maintained Systems Backup

•Instructed End-Users in the Use of Laptop Computers and the Software Packages Required.

Reason for leaving: Career Advancement at Shore Health System

Skills

•Microsoft Certified Desktop Support Technician (MCDST)

•CompTIA A+ Certified

•Industrial Wastewater Licenses (Maryland)

•Technical Crew – Horizon Church, 500 Fleming Drive, Morganton, NC

Objective

I am energetic, enthusiastic, and dedicated. I have 18 years of experience in the computer field. I have taught Computer Science at a Community College in Maryland for a variety of people of all ages and skill levels. I enjoy learning and helping others to understand computers. I am focused yet open-minded and I work to use my skills to advance my knowledge. In working with various companies I have developed exceptional Customer Service and Managerial Skills.

“I am seeking a full time position, not a contract position.”

References

Captain Michael Harris (Commanding Officer)

The Salvation Army, Clearwater, FL

**************@***.*************.*** 727-***-****

Paris Haynes (Production Coordinator)

Prototype Lab Continental/Teves Automotive Morganton, NC

*****.******@************-***********.*** 828-***-****

Mary Ann Schultz (Desktop Analyst) UMMS Easton, MD

********@***********.*** 410-***-**** ext. 5506

Contact this candidate