It Support Desktop
Resume:
Joshua Murack
International Falls, MN 56649
********@*****.***
Summary: Accomplished professional with over 20 years of experience in IT support, system administration, and customer service. Proven ability to adopt new technologies, optimize solutions, and resolve complex issues. Adept at delivering exceptional customer satisfaction and maintaining high technical standards. Strong expertise in technical support, user training, Customer Satisfaction, and process improvement.
Technical Summary:
IT Support: Tech support, IT service desk, end-user support, virus removal, user training.
System Administration: Active Directory support, domain admin, data/backup/recovery.
Technical Skills: Build and configure systems, network install, laptop repair, documentation.
Soft Skills: Customer support, Relationship building, Team leadership, process improvement ServiceNow and other Documentation apps.
Other Skills: Research, trend analysis, time management, telecommuting, client relations.
The Outdoorsman Pro Store Associate 2022-Current
Sold firearms, fishing, shooting, and hunting products.
Provided excellent customer service, assisting with product selection.
Ensured store maintenance, including stocking and organizing merchandise.
One Stop Outdoors Store Associate - Sporting Goods 2021-2022
Handled cashier duties and processed transactions.
Assisted customers with sporting products and provided product advice.
Maintained store organization and cleanliness.
Independent Contractor Technical Advisor 2011-2019
Advised CISO and VP of a Fortune 5 Health Care Company on IT strategy and security.
Conducted Root Cause Analyses and provided recommendations for IT initiatives.
Developed research and support for IT projects.
Strategic Staffing Solutions - Murphy Oil Corp Sr. Desktop Support 08/2010-9/2012
Managed over 400 users in a large refinery.
Active Directory administration and configuration of desktop, network, and lab equipment.
Image development and deployment.
Inventory control and management of IT equipment.
SQL database development and support for refinery operations.
Fulcrum Consulting - Miracle Ear Sr. Support Analyst 03/2008-09/2009
Supported offices nationwide, providing on-site and remote support.
Active Directory administration, desktop support, help desk, and hardware support.
Image development and deployment, inventory management.
The Hartford Life Insurance Company Sr. IT Business Analyst 2006/06-2008/03
Developed enhancements and support procedures for an Automated Work Delivery Software system.
Gathered requirements for coding changes and provided QA.
Identified, tracked, and resolved issues promptly.
Universal Network Solutions - The Hartford Desktop Support Engineer 2005/12-2006/6
Setup, install, and troubleshooting of desktop/laptop, phone devices, and systems.
Developed images for deployment and packaged software for remote delivery.
Hawkins Chemicals Inc Desktop Support Manager 2005/4-2005/11
Provided client support for Windows XP and 2000.
Created user accounts and supported Outlook, Active Directory, and Exchange.
Dorsey & Whitney LLP Desktop Support Tech 2005/2-2005/3
Responded to incoming phone and email support requests.
Ensured timely resolution of customer problems and maintained strong documentation.
ARC - CenterPoint Energy Sr. Desktop Support 2003/8-2003/12
Project Lead for the Automated Solutions Project utilizing SMS/Zen works 4 for deployment.
CDI - Target Corporation Senior Help Desk Support 2002/01-2003/01
Remote Windows Server and POS register upgrades nationwide.
Worked with on-site support using remote tools for upgrades.
Citizens Communications Sr. Technical Support Analyst 2000/01-2002/01
Installed new and upgraded existing computers/printers in 5 states, 75 cities, and over 500 systems.
Created, managed, and deployed multiple desktop images using Ghost.
BP Amoco Regional Project Manager/Consultant 1999/1-2000/1
Led large-scale desktop system rollouts and employee training in the Midwest.
Installed and supported computer systems and networks.
Northland Insurance Company Information Systems Analyst 1997/1-1999
Created and implemented a standard disk imaging system.
Provided desktop and help desk support.
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