Desktop Support Customer Service

Rob JONES

**** ***** ***** ****

Charlotte, NC 28270

LinkedIn.com/in/rob-jones-61768227 ********@*****.*** 312-***-****

Summary

Impeccable interpersonal and customer service skills Efficiently complete Workstation Refresh deployments, Desktop Support Level I and II infrastructures. Imaging DELL Latitude and Precision laptops. Proven contract technical professional with eight years of experience in Remote Desktop, Desktop Support, Junior Network Systems Admin, Windows 10 & 11, Microsoft Office, SCCM, Service Now.

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EDUCATION

Associates of Arts: Network System Administration

ITT Technical Institute, Charlotte, NC

Bachelor of Arts: Broadcast Journalism

Columbia College Chicago, IL

PROFESSIONAL EXPERIENCE:

Honeywell

09/24-12/24

IT Support Technician

* Sole support for 100 + end users in Fort Mill, SC site.

* Teams & Skype support

* Exude professionalism while maintaining quality customer-facing relationships.

* Provide thorough detailed work notes updating various IT tasks and incidents.

* Navigate Service Now ticketing system.

* Assisted team Solutions Center at the Charlotte Headquarters.

Field Nation - Technology Freelance

12/2019-Present

Desktop Engineer

* Perform user profile Data migration refreshes for Bank of America remote users.

* Deinstall, install and configure network routers, servers and other equipment.

* Decommission and deploy workstations for First National Bank and Hilton Hotels.

* Complete site surveys and cabling runs

Duke Energy

02/2023-07/2024

Deskside Engineer

Image Dell Laptop with Win 10 & 11

Good grasp of ServiceNow Knowledge Management module and ticketing system

Responsible for the customer support experience with Microsoft & Outlook

Troubleshooting skills in desktop hardware/software, network connectivity, network printing and email

Support Information Technology in anticipating and mitigating challenges

SPX - 2-month contract

9/2022-11/2022

Deskside Support

* Completed Data migrations utilizing Share Point site

* Imaging and pushing software/patches to PC's

* Assist Network Analyst with installing, configuring, and troubleshooting routers

and switches

* Deploy workstations and peripherals

* Install and de-install wireless Access Points

* Provide technical troubleshooting support on-site and remote

* Efficient with Windows 10, Microsoft O365 and OneDrive functions

* Support TEAMS and Zoom conference room meetings

* Utilize scan gun for Asset Management of device and hardware inventory

* Onboard new hires and perform new hire orientation

Moody's Analytics - Project

7/2021-7/2022

Technical System Analyst

* Execute user PST Data migrations Outlook emails to Microsoft SharePoint site

* Utilize scan gun for inventory for Asset Management of devices

* Wipe, image and re-imaging PC's

* Support audio/video Zoom meetings, voice and facility installation and

problem resolution.

* A thoughtful, patient, and friendly communication style

* Install Software Applications

* Deploy workstations and peripherals

* Resolve and support technical issues remotely

* Use Service Now Ticketing System to document and manage and work requests

Hewlett Packard - contract 3/2020-10/2020

Technical Engineer

* Supported HP & Bank of America customers in Uptown Charlotte, providing

high level assistance for office and remote users.

* Diagnose, resolve software, hardware incidents, exuding reliability and

good organizational skills.

* Execute SCCM, Active Directory, O365, Outlook, Windows 7 & 10, Service Now

and Field Service Management (FSM) ticketing systems.

* Install and upgrade computer systems, reimage and image HP EliteBook

800 Series & Dell PCs and complete data backup & restore.

* Install, configure, deploy Citrix VDI Desktops DELL products and peripherals.

Charlotte Mecklenburg County - contract 2/2018-1/2019

Desktop Support Level 2

* Support more than 5,000 Mecklenburg County and public library employees with Level I and II technical and break/fix issues.

* Configure and deploy DELL laptops throughout multiple counties and library sites providing follow-up support.

* Schedule and execute deployments with end users using exercising polished customer service.

* Troubleshoot users Outlook, Office365 issues and install software applications, scanners and printer drivers and setup receipt printers

* Format batch files and map drives

Integreon - contract 9/2017-2/2018

Junior Systems Admin

* Install and de-install wireless Access Points

* Primary support for 177 end users; resolving various Microsoft Outlook 365 issues and set-up workstations, dual monitors with peripherals.

* Working knowledge of Active Directory with policies; Organizing and lead support for audio and video conferencing.

* Assist Systems Administrator managing infrastructure network devices (Cisco routers, servers, switches, SonicWALL, firewalls and DELL PowerEdge servers)

* Run maintenance, vulnerability testing, patches and updates to ensure proficient domain.

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