Desktop Support Customer Service

DOUGLAS JEFFERY

Eugene, Oregon

972-***-**** ************@*****.***

IT professional with extensive experience troubleshooting computer software, hardware, and networks for small to large size business. Time sensitive diagnosis and troubleshooting of software issues with computers. Ability to be supporting end users with technical difficulties and provide outstanding customer service.

BRIEF TECHNICAL SUMMARY:

•A+ Certification ID#COMP10121158 valid and up to date

•Support of MS Office up to Office 365 and 2016

•End user administration in Windows and Linux environments with use of Active Directory and NDS environments

•VPN installations to allow secure access for information transfers

•Extensive travel and scheduling of service and installations across the U.S. and Canada

•SUSE Linux imaging and reimaging PC’s and laptops, USMT to transfer and retain user data

EXPERIENCE:

The Boeing Company

IT Support Contractor

February 2017- January 2018

•Desktop support, installation and troubleshooting of all Dell computers at Boeing’s Portland locations

•HP Service Manager Certification

•OEM repair oo Dell Desktop and laptop computers

WalMart and residential

January 2016- Month 2017

•Setup and testing of Star Micronics and IBM POS cash drawers and printers.

•Setup of workstations for small businesses and residential clients

A to Z Printers Company

Star Micronics Dealer/ OEM Distributor

January 2012- August 2015

•Configuration, maintenance and depot repair for Star Micronics POS cash drawers and monitors

•Thermal and dot matrix printer repair

•Service and installation of P.O.S. systems to McDonalds Restaurants, Griff’s Hamburgers and several other food service companies

University of Texas Southwestern Medical Center at Dallas

Desktop Support

June 2003- December 2011

•Provide desktop support for the clinical operation of five hospitals and academic campus.

•Troubleshooting, isolating and identifying issues for all internal and external interfacing, networking, security and medical staff and patient data flow

•Escalate issues to appropriate analyst, application and/or support group

•Perform due-diligence on all escalated issues to ensure completion and adherence to SLA

•Resolution rate of 30-70 issues per 12 hour shift.

•Open, track and close tickets with Heat software

•First line of contact via phone support/text notification. Remote access used for resolution.

•Execute large scale distribution, installation and implementation of software packages including: Epic Hyperspace, Microsoft Office, Cisco VPN installation and support for staff and patients, Citrix and many internal Siemens/Cerner based medical information and patient information tracking systems.

Bravo Contracting

VPN Technician

February 2002 – April 2003

•Virtual Private Networking installation and testing for 1000+ laptop computers used for

the Dallas Morning News

EDUCATION:

Richland Community College - Dallas, TX

AC/DC Electronics

Stephen F. Austin State University -Nacogdoches, TX

Majored in Chemistry/Horticulture

CERTIFICATIONS:

•A+ Certification

•OEM Certifications: Macintosh/Apple Computers and LaserWriter Printers, IBM PCs and Laser Printers, Compaq PCs and Laser Printers, Hewlett Packard PCs and LaserJet Printers, Toshiba Laptops and Printers and Kyocera printers, HP Service Manager

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