Desktop Support Customer Care
Resume:
Michael Daniels
Lometa, Texas, United States
mdani11@ wgu.edu
Phone: 512-***-****
www.linkedin.com/in/michael-daniels-b90292147
Summary
Troubleshooting Computers and Networks. I enjoy helping clients get a computer experience that they will enjoy. I prefer to work remotely.
Experience
Down Home Ranch Solutions
167 County Road 2732
Lometa Texas 76853
Part Time 2021 - 2025
General Labor
Elucian
2003 Edmund Halley Drive Reston,
VA 20191
tel: US +1-800-***-****
Nov.2024 – Dec. 2024
Customer Care Service:
Student support desk. Verifying students. Providing support and assistance for student accounts and course studies.
It seems that there were performance problems on the remote servers.
The contract was terminated.
Abbott Laboratories
Abbott Rapid Diagnostics
150 S. Saunders Road
Lake Forest, IL 60045
June 2023 - March 2024
Implementation Team.
Install, upgrade, merge and troubleshoot proprietary software for clients virtual machines and hospital servers.
This contract was awarded to prepare the expected demand of a new generational software package.
This demand was not met, and the contractors hired for this project, were released.
Cognizant Technology Solutions Corporatio
300 Frank W Burr Blvd, Suite 36,
Teaneck, NJ
NJ 07666
Tel: 201-***-****
Jan. 2023 – April 2023
Employees were successfully trained for their new positions in the banking industry. Once this was completed, the positions
necessary were met.
The contract was successful.
Desktop Support
Peraton
1875 Explorer Street
Reston, VA 20190
Aug 2021 – Nov. 2022
DHA GSC Desktop Support Tier 1.
This job was a continuation of the DHA GSC contract.
This does require a CAC clearance.
Extensive use of Remedy and Service Now. Each support phone call required a ticket, all support notes annotated, and either resolved for historical records, or routed to the appropriate team.
Remote support for worldwide clients using Bomgar.
Extensive Windows 10 support.
Office products, especially Outlook 2016, O365.
Various contract specific applications. This included AVHE – Essentris – AHLTA.
Troubleshooting various Windows 10 machines. Using Bomgar to remote and assist.
VPN support, which included verifying users access rights and login procedures.
Microsoft AD analysis, and when necessary, routing to the appropriate department.
Desktop Support Specialist
Perspecta
14295 Park Meadow Dr.
Chantilly, VA. 20151
Feb 2020 - Aug 2021
DHA GSC Desktop Support Tier 1.
This job was a continuation of the DHA GSC contract.
This does require a CAC clearance.
Extensive use of Remedy and Service Now. Each support phone call required a ticket to be started, all support notes annotated, and either resolved for historical records, or routed to the appropriate team.
Remote support for worldwide clients using Bomgar.
Extensive Windows 10 support.
Office products, especially Outlook 2016, O365.
Various contract specific applications. This included AVHE – Essentris – AHLTA.
Troubleshooting various Windows 10 machines. Using Bomgar to remote and assist.
VPN support, which included verifying users access rights and login procedures.
Microsoft AD analysis, and when necessary, routing to the appropriate department.
Desktop Support Specialist
Apex Systems
4400 Cox Road, Suite 200
Glen Allen, VA 23060
May 2019 - Feb 2020
Contractor for the DHA GSC.
DHA GSC Desktop Support Tier 1.
This job was a continuation of the DHA GSC contract.
This does require a CAC clearance.
Extensive use of Remedy and Service Now. Each support phone call required a ticket to be started, all support notes annotated, and either resolved for historical records, or routed to the appropriate team.
Remote support for worldwide clients using Bomgar.
Extensive Windows 10 support.
Office products, especially Outlook 2016, O365.
Various contract specific applications. This included AVHE – Essentris – AHLTA.
Troubleshooting various Windows 10 machines. Using Bomgar to remote and assist.
VPN support, which included verifying users access rights and login procedures.
Microsoft AD analysis, and when necessary, routing to the appropriate department.
Technical Support
DELL
Dell Round Rock 1
401 Dell Way
Round Rock, TX 76844
May 2013 – Feb. 2014
This was a VA contract to migrate computers for U.S. hospitals.
General Labor
Rhoades Sealing Inc.
260 County Road 517,
Goldthwaite, TX 76844
July 2004 – March 2019
Rhoades Sealing focused on two types of work.
Seal coating with professional grade coal tar, and Elastomeric roof repairs
Congress Alarm Co., Inc.
36 W. Broadway
S. Boston MA. 02127
Mar 1999 - Jul 2004
Lead operator for a U.L. listed 24/7 alarm company call center. Responsible for coverage, coast to coast, in the United States.
Responded to all technical and procedural issues as a Lead Operator for a staff of 2-3 employees. Coordinated technicians at onsite installations and inspections.
Remote programming for fire, burglar, panic and environmental alarm panels across the United States. This included programming all appropriate alarm codes and providing central station operators, an exclusive set of alarm response instructions. Provided Windows computer support.
Education
Western Governors University
Bachelor's degree, Information Technology
Graduated Jan. 2022
Licenses & Certifications
CompTIA COMP001003331905
•CompTIA Project+ - CompTIA
•CompTIA Cloud Essentials - CompTIA
•CompTIA A+ - CompTIA
Issued Dec 2018 - Expires Aug 2025
•CompTIA Network+ - CompTIA
Issued Dec 2018 - Expires Aug 2025
CompTIA Security+ - CompTIA
Issued Aug 2019 - Expires Aug 2025
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