Information Technology Help Desk

DURWIN L. HARPER, SR.

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

Atlanta GA 30349

Phone: 707-***-****

Email: **********@*****.***

OBJECTIVE: To utilize my education and skills in the Information Technology field

EDUCATION:

A.A.S Degree in Information Technology/Network Security

Heald College, Rancho Cordova, CA

Graduated: July 2006

Related Coursework Completed: Networking & Programming Concepts, Hardware Technologies, Client/Server Networking, Advanced Networking, Computer Security, Routing Concepts, Microsoft OS Technologies, Defensive Counter measures, Computer Forensics, Help Desk/Customer Support, Disaster Recovery

TECHNICAL SKILLS & ABILITIES:

Troubleshooting and diagnosing computer and printer related problems. Restoring operating systems and performing data backup. Firewall, switches, and routers. User accounts and active directory administration. Anti-virus and anti-spy ware removal tools. Installing and configuring hard drives, memory, video cards, switches, CD ROM drives and SCSI cards

CERTIFICATIONS:

• HP – Replacement System Board DMI Programming

• HP - Solution Awareness Training for Field Service Technicians Rev A

• HP - ElitePad Family Service and Support

• HP - Servicing HP Desktops, Workstations and Notebooks for Service Technicians

• Lenovo - Warranty Service Authorization Exam (RWST016) • Lenovo - Lenovo Service (RWSW200)

• Lenovo - Lenovo Resources (RWSW202)

• Dell - DSCE 1000 Client Foundations 2016 (Cert ID: 3223)

• Dell - DSCE 1000 Client Q3 Assessment 2016 (Cert ID: 3225)

RELEVANT EXPERIENCE:

Bayside Solutions/Contra Costa County Health-Information Systems Technician I NOV 2023 – SEP 2024

End user support of Windows 10/11 environment, workstations, peripherals.

Active Directory- New user setup/security group assignments and permissions

Installing new hardware including CPU and printer set up and loading new and upgraded software

Troubleshooting hardware and software problems and making minor modifications and repairs;

SCCM Device Builds/ Pixie Boot imaging and software assignments

Hardware Inventory Maintenance, modification and updates, E-Waste processing.

PhoneTech, Network Technician/IT Consultant MAY 2023 – JAN 2024

Field Support -Retail/Commercial Support

On-site Hardware Replacement and troubleshooting

Site Surveys. On-site evaluation of equipment functionality, availability & upgrades

Point of Sale – equipment removal and troubleshooting

Various dispatch of IT support requests via mobile ticket system

Techworkers/First Republic Bank, Field Support Technician AUG 2021 = APRIL 2023

Service Now Ticket Escalations – Incidents, Request, Tasks

New Hire Setups and Moves

IT Projects and Small task assignments

Hardware Management via Service Now

SCCM Device Builds/ Pixie Boot imaging and software assignments

Insight Global/Driven Brands, Desktop Support Specialist JAN 2019 – JUNE 2020

• End user support of all devices, workstations, peripherals & VOIP phone systems corporate and remote sites.

• Hardware and Software support: MS office 0365

• Hardware warranty part replacement management. (Dell, HP, IBM)

• Remote and Desktop support for 300 plus users.

• Windows administration, new user profile set-up, Active Directory Account mgmt.

• Help Desk Ticket management for all incidents

City of Berkeley, Information Technology, Information Systems Support Technician OCT 2017 – DEC 2018

• Installs and tests computer hardware, equipment, and software applications; provides technical assistance to computer users relating to installation problems;

• Installing new hardware including CPU and printer set up and loading new and upgraded software

• Troubleshooting hardware and software problems and making minor modifications and repairs;

• SCCM - PC backup/Restore, Imaging and User State Migration, Software deployment, Client support

• Hardware Inventory Maintenance, modification and updates, E-Waste processing.

Contact this candidate