Help Desk Support

WINFIELD MAY

**** * ****** **.

Chandler, AZ **226 480-***-**** ********.***@******.***

Summary

Experienced IT Infrastructure Technician with many years in help desk support and over 15 years in activations and provisioning, combined with 17+ years in PC, laptop, mobile, Ethernet, Fiber, IP, and VoIP services. Adept at troubleshooting and resolving technical issues across various platforms, including Windows, Mac OS X, and Linux. Proven ability to support large-scale organizations with thousands of users and communicate effectively with individuals at all technical proficiency levels. Certified in CCNA with a robust background in network and hardware management.

Core proficiencies

Adaptability

Team Leadership

Technical Support

Customer Service

Hardware Maintenance

VoIP and Telecommunications

Software Proficiency

Network Monitoring

Troubleshooting Skills

Project Management

Network Administration

Documentation and Reporting

Professional Experience

Network Administrator 08/2024 to 05/2025

Teksystems

Working for Teksystems as a contractor working with Oracle as a Network Administrator supporting network and service desk issues in the Oracle Cloud Infostructure.

Troubleshooting Oracle’s cloud infostructures hardware such as their Juniper, Arista, and Cisco devices.

Working out of Jira, Oracle’s ticketing system, managing and work existing trouble tickets.

Fault handling and escalation - Identifying and responding to faults on OCI’s systems and networks.

Collaborating closely with 3rd party suppliers, handling escalation through to resolution.

Help Desk Tech 07/2023 to 06/2024

UEI Colleges

As a Help Desk Tech, I provided frontline service desk support, resolving issues, and maintaining IT systems to ensure smooth operations.

Managed Office 365 accounts, optimizing software usage and reducing costs.

Deployed new employee machines, boosting productivity and efficiency.

Resolved IT issues, minimizing downtime and enhancing system reliability.

Administered Active Directory accounts, improving security and access management.

IP Operations Tech II 08/2020 to 06/2023

Lumen / CenturyLink Telecommunications

As a IP Operations Tech II, I managed and optimize IP network operations, troubleshoot connectivity issues, and ensure the reliability and performance of network services.

Supported BGP, OSPF, and ISIS networks, ensuring stable and efficient routing.

Managed customer tickets, ensuring timely and effective problem resolution.

Answered network and VoIP queries, creating tickets to streamline issue tracking and resolution.

Assisted customers with network and VoIP issues, enhancing satisfaction and resolution speed.

Security Guard / Officer 08/2019 to 08/2020

Securitas

As a Security Guard/Officer, I ensured premises safety, monitored for suspicious activity, and promptly responded to incidents.

Enforced regulations, preserving order and safety for personnel and visitors.

Observed and documented activities, ensuring accurate and timely incident reporting.

Monitored equipment, logging information to maintain operational records and efficiency.

Provided customer service and information, enhancing satisfaction for clients and visitors.

IP Activations Tech III 05/2015 to 01/2017

Level 3 Communications

As an IP Activations Tech III, I activated and configured IP services, ensuring reliable network connectivity.

Offered effective phone support, ensuring remote customer satisfaction and issue resolution.

Supported diverse user bases, improving system reliability and productivity across platforms.

Provided Helpdesk support for 500+ users, resolving issues promptly to enhance user satisfaction.

Provisioned customers on Level 3 network, ensuring seamless service activation and reliable connectivity.

Managed Services Lead TSC Tech II 04/2011 to 05/2015

Level 3 Communications/Globalcrossing

As a Managed Services Lead TSC Tech II, I oversee technical support operations, ensuring efficient delivery of managed services to clients.

Managed trouble tickets effectively, ensuring timely resolution of diverse technical issues, enhancing service reliability.

Expedited circuit repairs with local carriers, minimizing downtime and optimizing service delivery for enhanced client satisfaction.

Supported activations and served as a technical resource, ensuring operational efficiency and knowledge sharing among teams.

Provided exceptional customer service, resolving network issues promptly in a NOC environment for improved client satisfaction.

Hardware

iPads, iMacs, tablets, desktops, laptops, printers, scanners, projectors.

Network

Routers including some of your larger 12K's and 10K's to 7600's and 1800 series. ADTRAN 900 and 600 series and ADTAN Netvanta 3200's to 4300's, Alcatel, Juniper. Cisco, Arista, Alcatel Switches. Also, Comtrend ADSL routers and T-Berd.

Software

Office 365, Active Directory, Azure Cloud, Azure Actice Directory, SolarWinds, Outlook Exchange, Microsoft Office suite, Norton / McAfee Antivirus, Symantec Backup Exec, Norton Internet Security, ICC, MetaSolv Solution “MSS/TBS”, Opsconsole, EON, Remedy, SOA, Salesforce, Jira.

Platforms

Windows 10, Windows 11, Linux, Mac OS X, IOS, Android, Cisco, Juniper, Alcatel, Arista.

Certification

CCNA Certified

Education

High School Diploma from ASDB, Tucson, AZ

Presently working on my Associates degree at Mesa Community College

In my second year.

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