Desktop Support Technical

Location:

Newton, MA

Posted:

August 25, 2025

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Resume:

Rolfe H. Green

Waltham, MA *****

781-***-****

***********@*****.***

Summary:

●MLL Systems Support: Provide on-site Level 2 support for MLL systems and connected peripherals, including those connected to laboratory and manufacturing instrumentation. This includes diagnosing and resolving hardware, software, and network-related issues in manufacturing, distribution, and R&D environments.

●Compliance and Quality Processes: Strictly adhere to GxP guidelines, SOPs, Work Instructions, security policies, and IT hardware and software standards. Ensure all activities are conducted within the framework of quality management processes, maintaining meticulous records to support audit requirements.

●I have 28 years of experience in SCCM/Desktop support specialist to provide an initial point of contact (via Help Desk environment), for PC users requiring assistance with computer hardware, software, and network problems.

●Unix/Apple/Microsoft Windows operating systems and applications, x86 based PC's and network fundamentals. I have demonstrated strong interpersonal and communication skills with the ability to represent the organization in defining and analyzing technical problems for software development.

●I maintained a 24/7 internet connected technical support line.

●Creating and deploying software, applications, and operating system images using SCCM.

●Worked on SCCM Operating System imaging management and deployment.

●Experienced in deploying SCCM to target users as per Customer requirement and follow up to meet SLAs.

Responsibilities:

Computer repair, desktop, laptops, network security, Windows, Apple, Linux, image restore, break fix, php programming with html, css, javascript. Printer configuration on both LAN/WAN networks whether remote online or at local desktops. Previously managed the company wide printers of Blue Cross/Blue Shield.

Skills:

●Technical Support Repair, Service, Maintenance, Administration of Network – Network Administrator & Webmaster

●Windows OS : since 1995

●Administer Active Directory : since instituted (Windows 2000)

●Email setup : yes, MS Exchange, and client/server

●O365 Administration and Troubleshooting : yes, requires account

●Troubleshooting hardware : definitely build, replace, repair

●Networking issues : Network admin, cabling, and support

●Experience on LAN/ WAN : login security

●Managing a switched network : yes, with specific diagram, wire

●LAN cables : yes, RJ 45, BaseT, etc

●Working with Wi-Fi : All the time, desktop, Iphone, Android

●Access point configuration : Routers, Modems, Cable

●Experience on print technologies / MFDs : Printer admin support Blue Cross/Blue Shield

●Anti-Virus : Yes, firewalls, multiple AV software apps to clean, delete, and remove virus

Additional Information:

●Certificates in Computer Repair and in Automated Accounting, A+ Certification (2004).

Enrolled in MSCE, CNA/CNE, A+ courses online with SmartForce CBT.

Experience:

Acquisition Alliance, Inc.

Technical Support

Dec 2022 – Aug 2024

Diagnosing and resolving hardware, software, network, and connectivity issues.

Assisting with operating system errors, software malfunctions, and application problems

Installing and updating software applications and operating systems.

Configuring software settings based on user requirements.

Ensuring compatibility between applications and systems

Creating, modifying, and disabling user accounts in systems like Active Directory.

Managing permissions, access controls, and user profiles.

Resetting passwords and assisting with login issues.

Bristol, Myer, Squibb, CSpace, Zensar Technology, Boston, MA Oct 2021 – Nov 2022

Technical Specialist / Desktop support

●Field Support, Paige Support, ServiceNow, Ticket Documentation, VIP Support, Break-Fix, Hardware Repair, Image Laptops, New Client Setup, Website Development, PHP programming with html, javascript, css, Network Security, Security System & Software Installation, Network Printers, High Ticket Resolution / Low Escalation Rate, Social Media Marketing

Advent Global, Boston, MA May 2021 – Oct 2021

System engineer / Desktop support

●Online help desk, Apple Mac, Iphone, updates, virus control, computer rebuild, mail configuration, phone setup, web master, web design, hosting, email, ecommerce, computer, hardware, software, networks by contract; build computers for sale, setup and configure software, complete Internet connections.

●Desktop Image Installation using SCCM.

●Promote business on line with web page, email, and classified ads.

●Build, install, and implement computer system with database of fund raiser. Maintain computer system and promote outreach. Break/fix, troubleshoot with HP, DELL desktop, laptop, hardware, software. Performed troubleshooting and provided break/fix support for printer repairs, replacing rollers, fuser, and replacing maintenance kit. Reimage desktops and laptops using SCCM 2012

●Managed software updates utilizing SCCM to distribute enhancements across the network.

●Deliver Internet ready computers, host websites, design/program web pages, promote business worldwide.

UniSys, Boston, MA

May 2020 – Mar 2021

System engineer / Desktop support

●Desktop Engineer with Software, system imaging and patch deployment by using SCCM.

●Promote business on line with web page, email, and classified ads.

●Deliver Internet ready computers, host websites, design web pages, promote business worldwide.

Computer Consulting Network, Boston, MA Jan 2001 – Sept 2019

IT Consultant

Client: State Street Bank, Baybank, Polaroid, MGH, Home Depot, CVS, A1 Private Eye Synergy.

●Desktop Engineer with Software, system imaging and patch deployment by using SCCM.

●Desktop Image Installation using SCCM.

●Promote business on line with web page, email, and classified ads.

●Managed software updates utilizing SCCM to distribute enhancements across the network.

●Deliver Internet ready computers, host websites, design web pages, promote business world wide.

●Trouble shoot systems locally, and establish secure networks worldwide. 7/98 - 9/2019

Education:

●Bachelor's Degree from Brandeis University Waltham, MA USA; 7/1973

●Graduated cum laude with honors in Philosophy and German.

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