Desktop Support Information Technology

William Bodie

Highly proficient Desktop Support Technician, AS degrees in Security & Network Engineering and Healthcare Information Technology, Diploma in PC Technology, CompTIA A+ certified, with over 10 years of experience troubleshooting, diagnosing, repairing, maintaining, installing, configuring information technology systems, software, hardware, and networks. Well-versed with troubleshooting Windows OS and Windows-based applications, desktops and laptops, hardware, peripherals, and networks. Demonstrated ability to install new workstations, configure hardware and software, install and update necessary operating systems and applications, and configure user settings. Proficient in imaging and refreshing PCs, as well as support migrations. Experienced with Active Directory administration tasks such as adding people to groups and assigning rewrite or change permissions. Able to effectively manage IT assets using Excel sheets or ServiceNow, as well as utilize SNOW as a ticketing and incident management system.

●Technical Support

●Troubleshooting Hardware/Software

●IT Maintenance

●Network Troubleshooting

●Installing/Configuring HW/SW

●Imaging and Refreshing PCs

●Migrations

●Active Directory Administration

●Asset Management

●ServiceNow

Experience

2023 – 2024

Desktop Support Northern Light Health

●Provide advanced technical support for desktops, laptops, printers, software, and other hardware connected to users’ devices.

●Test and evaluate software and hardware products to determine applicability and value to agency operations.

●Set up new workstations, install and update operating systems and applications, and configure user settings.

●Image and refresh PCs.

●Perform Active Directory administration tasks including adding people to groups and assigning rewrite or change permissions.

●Use ServiceNow to review and evaluate tickets or incidents, manage IT assets, ensure adequate inventory of parts to complete repairs, and set up shipping accounts to send and receive products.

●Actively analyze and evaluate emerging software and hardware technologies/standards.

●Provide training, guidance, support, and direction to junior interns and contractors assigned to the area of responsibility.

●Develop appropriate functional and usability standards for the environment.

●Assist in planning and implementing shared software, such as operating systems, configuration management tools, application and development tools, and testing tools.

2012 – Volunteer

Desktop Support Technician Daylight Electric

●Provide volunteer desktop services.

●Maintain, diagnose, and repair software and computer resources.

●Install personal computers, hardware, and associated software necessary for operations.

●Image and refresh PCs.

●Perform Active Directory administration tasks including adding people to groups and assigning rewrite or change permissions.

●Use ServiceNow to review and evaluate tickets or incidents, manage IT assets, ensure adequate inventory of parts to complete repairs, and set up shipping accounts to send and receive products.

2012 – Volunteer

PC Technician St. Stephens AME Church

●Offer volunteer technical support on-site or via phone or email.

●Install hardware and software systems.

●Troubleshoot, maintain, and repair equipment.

●Set up computer security measures.

●Configure computer networks.

●Image and refresh PCs.

●Perform Active Directory administration tasks including adding people to groups and assigning rewrite or change permissions.

●Use ServiceNow to review and evaluate tickets or incidents, manage IT assets, ensure adequate inventory of parts to complete repairs, and set up shipping accounts to send and receive products.

2021 – 2022

Desktop Support (Rooms To Go) Citrix

●Drove to multiple Rooms To Go locations to troubleshoot Citrix, desktops and laptops, software including Microsoft products such as Windows 10/11 and Office, printers, and networks, as well as support related projects.

●Set up, maintained, and troubleshot Cisco phones.

●Imaged and refreshed PCs.

●Performed Active Directory administration tasks including adding people to groups and assigning rewrite or change permissions.

●Shipped equipment and maintained inventory with ServiceNow.

2019 – 2021

Desktop Support/Migration Specialist Baptist

●Provided technical support to users with very different levels of IT knowledge and competence.

●Ensured hardware and software systems were maintained.

●Imaged and refreshed PCs.

●Performed Active Directory administration tasks including adding people to groups and assigning rewrite or change permissions.

●Used ServiceNow to review and evaluate tickets or incidents, manage IT assets, ensure adequate inventory of parts to complete repairs, and set up shipping accounts to send and receive products.

●Demonstrated a high level of professionalism, a team-oriented attitude, and strong interpersonal and active listening skills to provide compassionate, empathetic, and discreet customer service in a patient care environment.

2017 – 2018

Technical Specialist Ricoh

●Responsible for performing full range of servicing and repair service procedures including diagnostics, installation, removal, and retrofits on a core set of highly complex office products for copy and mail center services, conference rooms and AV management, convenience copier fleet management, and various support services

●Maintained optimal machine performance by clearing jams, refilling toner, replacing machine oil, and reporting machine codes in the event of equipment failure.

●Troubleshot, repaired, and/or replaced equipment components as necessary.

●Calibrated equipment by producing likeness in color and quality as required to match originals.

●Converted file names to different formats and naming conventions.

●Met time productive standards established by the facility and achieved customer satisfaction by consistently preparing, inspecting, compiling, and assembling projects accurately in a timely manner.

2017 – 2017

System Engineer Comcast

●Provided 2nd and 3rd level technical support.

●Managed and monitored all installed systems and infrastructure.

●Installed, configured, tested and maintained operating systems, application software, and system management tools.

●Diagnosed and resolved problems using documented procedures and checklists.

●Proactively ensured the highest levels of systems and infrastructure availability.

●Monitored and tested application performance for potential bottlenecks, identified possible solutions, and worked with developers to implement those fixes.

●Maintained the security, backup, and redundancy strategy.

●Wrote and maintained custom scripts to increase system efficiency and lower the human intervention time on any tasks.

●Imaged and refreshed PCs.

●Performed Active Directory administration tasks including adding people to groups and assigning rewrite or change permissions.

●Used ServiceNow to review and evaluate tickets or incidents, manage IT assets, ensure adequate inventory of parts to complete repairs, and set up shipping accounts to send and receive products.

●Participated in the design of information and operational support systems.

●Liaised with vendors and other IT personnel for problem resolution.

2016 – 2017

Desktop Support Technician – Tier L & LL GE Capital/Aviation

●Provided desktop services to 150 customers while delivering a good customer service experience to those supported.

●Resolved application, hardware and software problems to include maintaining, analyzing, and/or troubleshooting software and computer peripherals.

●Diagnosed and resolved problems using documented procedures and checklists.

●Completed end-to-end desktop activities for installations, moves, additions, changes, updates, and projects.

●Applied images and configured desktop-class machines.

●Tested and imaged desktops and laptops.

●Performed Active Directory administration tasks including adding people to groups and assigning rewrite or change permissions.

●Managed inventory including stocking levels, validating IT-related assets, shipping and receiving, and returning equipment to vendors using ServiceNow.

2016 – 2016

Data Migration Specialist PGA

●Responsible for analyzing the current method of data migration from mainframe application data (EBCDIC format) to distributed database formats (ASCII) and providing recommendations for processing.

●Analyzed the method of transforming existing data into a format for the new environment and the loading of this data into other database structures.

●Reviewed existing migration tools and provided recommendations for improving performance of the migration process.

2015 – 2016

Help Desk Specialist Edward Waters College

●Provided technical support to approximately 1200 staff and students.

2015 – 2015

Field Service Technician City of Jacksonville

●Maintained and cleaned desktops, laptops, and tablets.

●Troubleshot and replaced or repaired laptop and desktop PCs, keyboards, system boards, network cards, screens, hinges, cases, and A/C adapters.

●Built PCs.

●Installed, troubleshot, and repaired Lexmark printers and added them to the network.

●Set up switches to connect all laptops or desktops all on the same network.

2014 – 2014

Implementation Specialist Xerox

●Troubleshot and repaired any issues with printers.

●Removed old printers from the network.

●Added machines to the network.

●Removed information from hard drives and replaced them with new versions.

●Replaced multi-function printer machines.

2014 – 2014

Refresh Technician T-Mobile

●Installed new hardware and software, ensuring integration with existing networks.

●Installed operating systems (including Linux), email servers, and clients.

●Configured and troubleshot operating systems and database management systems.

Education

Associate of Science in Security & Network Engineering, Florida Career College

Associate of Science in Healthcare Information Technology, Florida Career College

Diploma in PC Technology, Florida Career College

CompTIA A+ Certification

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