Help Desk It Support

Rodney R. Musgraves

***********@*****.*** • 615-***-**** • 500 Noel Ln Apt #7207, Smyrna, TN

SUMMARY

Experienced IT professional with over 2 years in Tier 1 IT support roles. Proficient in Active Directory, Windows environments, Microsoft 365 Intune, MDM & MEM, API & VPN support, and remote support. Skilled in IT operations, deployment, project management, and system imaging. Strong background in hardware support, help desk software support, asset tracking, and equipment moves. Eager to contribute to Technology Services by leveraging technical skills and innovative solutions. EXPERIENCE

Nashville Office Solutions, Network Engineer

Feb 2018 - Feb 2019

System Monitoring & Troubleshooting:

Monitor network performance, identify bottlenecks, and resolve connectivity issues. Proactively address issues to minimize downtime.

Client Support & Maintenance:

Perform routine network maintenance and provide technical support to client IT staff or end-users as scheduled. Security Configuration:

Ensure network security through proper configuration of firewalls, intrusion detection systems, and access controls. Documentation:

Maintain accurate documentation of network diagrams, configurations, changes, and client-specific technical information. Time Slot Management:

Work across predefined time slots with multiple clients, ensuring effective communication, adherence to schedules, and timely task completion.

Familiarity with Cisco, Ubiquiti, Juniper, technologies. Excellent problem solving and communication skills. Ability to work independently across multiple client environments. Remote & On-Site (as agreed with clients subscriptions) Flexible scheduling: Time slots are arranged based on mutual availability and client needs. Client-facing with a strong emphasis on reliability and responsiveness. Tools used - Atera, Jira, Spiceworks Helpdesk, Acronis, RDP, LMI, SalesForce, Service Now. Accenture, SW/App/Cloud Tech Support

Feb 2019 - Present

Managed Inventory & Ticketing Service Now CRM system, utilizing data analytics with Power Bi to ensure accurate tracking and resolution of tickets and local hardware on hand.

Provided comprehensive support for passwordless environment using Microsoft Windows 365, Microsoft Intune, Autopilot, Pxe Boot, Microsoft Authentication MDM & MEM, and Microsoft Teams, enhancing user productivity, security, and satisfaction. Delivered Mac OS support, Jamf, Local Office Support (Tech Bar) & Remote Support, managed purchasing & asset control, resulting in reduction in downtime and streamlined operations. The Sage Group, Information Technology & Deployment Manager Dec 2006 - Jan 2018

Managed IT operations, including deployment and project management, enhancing system efficiency and reducing downtime for higher education.

Imaged IBM laptops using Norton’s Ghost and Acronis, ensuring seamless deployment and user satisfaction. Provided comprehensive office onsite and offsite support using Salesforce CRM software, including VPN, FTP support, improving remote work capabilities.

Hewlett Packard, Repair Tech (contract)

Apr 2005 - Dec 2006

Diagnosed hardware issues and replaced parts, ensuring optimal performance and reliability of Compaq & HP Desktop systems, enhancing system efficiency.

Conducted system imaging, streamlining deployment processes, and reducing deployment time. Performed final testing, enhancing quality control and increasing quality refurbished assets. Dell Computers, Dell Senior Technical Support Specialist Mar 2003 - Apr 2005

Rodney R. Musgraves - page 1 of 2

Provided Gold Tech Support, Core Support – Hardware, and Help Desk Software Support, enhancing system reliability and customer satisfaction rates.

Managed Consumer (CTS), General Dimension Queue, and XPS Special Support Queue, reducing downtime through efficient troubleshooting and problem resolution.

Delivered EOD- Escalations 3rd level support (Bomb Squad), improving escalation handling processes and achieving a increase in issue resolution speed.

Collegis Eduprise, Computer Specialist for Higher Education Nov 2001 - Oct 2002

Deployed new systems for Delta College, enhancing system efficiency and user satisfaction, reducing downtime. Managed asset tracking and equipment moves, ensuring accurate inventory and streamlined operations, improving asset management.

Trained and supervised student technicians, improving help desk support and reducing issue resolution time. EDUCATION

Accenture

• 2019 - 2025

TQ Training - AI, Cloud Support, Agile & DevOps, Automation, Blockchain, Data, Enterprise and Security. Skillsoft Percipio - AWS, Google & Azure Cloud training, Cybersecurity, Shell Scripting and SalesForce support. MyLearning - In house training such as ethics and compliance to cloud and AI. Dell Computers

• Mar 2004 - 2006

Dell Spy Ware & Virus

XPS Core Training

General Dimension & OptiPlex

Inspiron & Latitude

Dell LCD & Plasma TV’s

Wireless Networking

Gold Support Training

Baker College

• 1997 - 1998

Attended Classes For Microsoft Certified Systems Engineer MCSE 411 Networks/Operating Systems

MCSE 421 Implement & Support MS Windows 95

MCSE 431 Implement & Support Windows NT

INF 111 Info Systems Theory

INF 112 Word Processing

INF 113 Electronic Spreadsheets

INF 114 File Management

INF 121 Intro To Windows

SKILLS

Administrative • Equipment Management • Deployment Management • IT Management • Networking, Wireless • Video Conferencing • Microsoft Endpoint Configuration Manager • Microsoft 365 • Microsoft Intune • REST APIs Rodney R. Musgraves - page 2 of 2

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