Desktop Support Technician

PROFESSIONAL EXPERIENCE

F*Onsite

Desktop Support Technician 1/2025 - 2/2025

• Image devices

• Install pc’s

• Remove old devices from the network

• Install all required software on new devices

Solution Partners.,Naperville, IL

Computer Analyst 5/2024 - 8/2024

• Consultant shall perform for Client the services described in the Statement

• Consultant will install update on system as needed

• Consultant will install software that is needed by departments

• Consultant will make sure that users have a printer setup to print to

• Conduct site survey

ARKANSAS CHILDREN'S HOSPITAL, Little Rock, AR

Virtual Desktop Administrator 2019 - 2023

• Administer Horizon View 7 Enterprise daily to update the VM’s (Virtual Machines), Microsoft Software, Third Party Software, complete day to day task and to do all updates to the Images on the network.

• Administer and optimize the Virtual Desktop Infrastructure (VDI) utilizing VMWare vSphere and VMWare View Administrator to ensure high availability and peak performance.

• Conduct periodic system audits, leveraging built-in and third-party analytics tools, to assess the health, security, and efficiency of the VDI environment.

• Implement security measures such as firewalls, encryption, and multi-factor authentication in compliance with industry best practices and regulatory requirements to secure the VDI.

• Collaborate with DevOps and SysAdmin teams to automate routine maintenance tasks, including patch management, software updates, and backups using orchestration tools like Ansible or PowerShell scripts.

• Lead the troubleshooting and resolution of system and user issues, using tools like syslog servers, performance counters, and VM monitoring to diagnose and rectify problems.

• Evaluate and integrate emerging VDI technologies, ensuring that the system architecture remains scalable and is aligned with organizational growth and ever-evolving technical requirements.

• Customize end-user experiences based on role-based access controls and profile management, enhancing productivity while maintaining system integrity.

Dedicated, result driven and accomplished IT professional with over 17 years of experience specializing in Virtual Desktop Infrastructure (VDI) and enterprise-level system support administer thru Horizon View 7. Proven track record in designing, implementing, and optimizing robust VDI environments utilizing cutting-edge technologies like VMWare vSphere and VMWare View Administrator. Adept at leading cross-functional teams in automating

maintenance tasks, enhancing system security, and

ensuring high availability. Recognized for employing data- driven approaches to system audits, achieving significant performance improvements and operational excellence. Committed to aligning IT initiatives with organizational goals while staying ahead of emerging technologies.

Virtual Desktop Infrastructure (VDI) Management

VMWare vSphere & VMWare View Administration

System Auditing & Analytics

VDI Security & Compliance

Automation & Orchestration ( PowerShell)

Troubleshooting & Resolution

Role-Based Access Control & Profile Management

Enterprise-Level PC

ITIL & ITSM Frameworks

Knowledge Base Development & Maintenance

Performance Benchmarking & Reviews

Cross-functional Collaboration

Incident, Problem, and Change Management

KEITH L. BLEVINS

1413 Puritan Dr. Jacksonville, AR 72076 501-***-**** *****@*****.*** Desktop Support Specialist 2007 - 2019

• Spearhead the deployment, configuration, and ongoing management of enterprise-level PC and network hardware, utilizing imaging tools such as SCCM and network management solutions like SNMP and NetFlow.

• Engineer robust fault identification protocols to expedite problem diagnosis, significantly reducing downtime and enhancing overall system availability.

• Utilize a range of network monitoring and diagnostic tools, such as Wireshark and ping tests, to proactively identify and resolve potential bottlenecks and connectivity issues.

• Maintain meticulous documentation for all helpdesk interactions in the ServiceNow database, ensuring adherence to ITIL standards for incident, problem, and change management.

• Regularly liaise with the Network Operations and Systems Administration teams to synergize on network updates and software rollouts, minimizing business impact during peak hours.

• Develop and updated Knowledge Base articles and procedural documentation, providing a valuable reference tool for resolving common and recurring issues, thus improving first-call resolution rates.

• Conduct monthly audits and performance reviews of IT systems to ensure adherence to security policies and performance benchmarks.

MANPOWER PROFESSIONAL, Little Rock, AR

Micro Systems Specialist at Arkansas Children's Hospital 2005 - 2007

• Led the implementation, configuration, and support of enterprise-grade PC and networking hardware, leveraging best practices in image cloning via tools like Clonezilla and Ghost, and hardware abstraction through virtualization.

• Devised and deployed a streamlined troubleshooting protocol that employed root cause analysis algorithms and heuristic- based resolution techniques, thereby expediting the diagnosis and resolution of intricate PC and network issues.

• Leveraged an array of diagnostic tools, including but not limited to IP scanners, packet sniffers like Wireshark, and command-line utilities like netstat and traceroute, to proactively manage network performance and security.

• Ensured thorough documentation of all helpdesk interactions, leveraging the HEAT Database for ticketing and maintaining a rigorous log in accordance with ITIL and ITSM frameworks. EDUCATION

University of Phoenix (Online) 2014

Degree in: Bachelor of Science in Information Technology with Advanced Networking Certificate ITT Technical Institute 2004-2006

Honors (Fall 2005), Student of the Quarter (Summer 2005), Highest Honors (Summer 2005), Honors (Winter 2004) Degree in: Computer Network Systems Associate of Applied Science Degree Information Technology Education Center 2001-2002 Philander Smith College 1993-1994

Major: General Business

University of Arkansas at Pine Bluff 1991-1993

Major: Business

CERTIFICATION

VMWare Horizon (with view) 2015

VMWare Certified Associate (VCA/DCV) 2015

Microsoft Certified Professional 2002

PROFESSIONAL SKILLS

• Proficiency in installing and configuring a broad spectrum of network operating systems, including but not limited to Windows (from XP to Windows 11) and Linux (with emphasis on Administration and Red Hat 9).

• Expertise in administering Windows NT, 2000, 2003 OS, Server 2016 and Server 2019

• Skilled in diagnosing and resolving computer-related issues.

• Capable of performing computer hardware upgrades.

• Fundamental knowledge in programming, with exposure to Visual Basic and GUI design.

• Basic understanding of database design and development.

• Strong communication skills with various stakeholders.

• Adaptable to both solo and collaborative working environments.

• Knowledge of Office 365

Contact this candidate