Technical Support Specialist

Frank F Ward

Roswell GA *****

404-***-**** / **********@*****.***

www.linkedin.com/in/frank-ward-830a10113

SUMMARY

●Experienced Technical Support Specialist with MSP companies who has been responsible for administering Windows servers. Active Directory operations in an enterprise environment.

●Prides himself in providing exemplary software and hardware support of desktop, laptop Break/Fix computers onsite or remote.

●Windows OS version 10,11 Support for 8 years.

●MacOS, MacBook, IPhone, Ipad and other Apple devices.

●Support of A/V Systems WebEX and Crestron Conferencing equipment.

●Expertise in imaging several hundred systems OS using SCCM, Roll out of systems.

●Has been using Microsoft System Center Configuration Manager, SMS and Symantec Ghost.

●Team Player

●Well versed with networking technologies which includes TCP/IP, DNS, DHCP, IP protocols and has been involved in configuration and installation of Routers, Switches and Wireless access equipment.

TECHNICAL SKILLS

●8 years MSP experience

●Windows OS 11,10,8,7, MS Office 365, 2016 & older –Laptop Desktop Break/Fix. 10 Years’ Experience

●Outlook 2016 Lotus Notes, MAC/Apple, Switches, Firewalls, Wi-Fi, WAN, LAN Networks, Linux /Unix /Red hat, Ubuntu, Windows all versions, NT, MS Sharepoint MS Exchange, Digital Phone Systems, EDI UNIX, DOS, Batch scripting, SQL Oracle DB 9i, Microsoft SQL, Smartphones, Symantec Ghost & A/V, Patching &Imaging PC’s SCCM, VPN, RAS,ConnectWise

●Ticketing systems SNOW, Remedy and BMC Track-IT!, Handheld scanners

EDUCATION AND CERTIFICATION

●Bachelor’s Degree in Science from Fairleigh Dickinson University.

●CompTIA A+ Atlanta GA- A+ Certification renewed Exp 2028

●HP Commercial Desktops, Workstations and Notebooks Service Qualification 2017

●DELL Computers TECHDIRECT1000 Client Foundations 2017

●Microsoft Certification, Deerfield Beach, FL - MCP Windows OS -2000

●Lexmark Printer Corp, Atlanta GA - LEX Basic, OTH, TLC Certified-2014

●Hewlett Packard, Orlando, FL 2000 - HP Laser Printer Certification

●Certification Name: Macintosh OS X 10.2 Desktop Administration

●Certification Name: Network Technical Support

●Certification Name: Computer Technical Support

●Certification Name: MS Windows Server 2008 Administration

●Certification Name: Master Technical Help Desk (Microsoft)

PROFESSIONAL EXPERIENCE

Experience:

Help Desk Analyst onsite & Remote ticket handling

TCS /Iron Systems for McKesson, Alpharetta, GA August 2023 March 2025

• End user field support. Triage tickets to level 2,3. Sharepoint, OKTA admin TS. MS Intune Azure, MS Entra AD.

Implemented Windows Hello over the past year with users.

• Install, configure, and update computer hardware, operating systems, and applications as needed, both at the Tech Bar and occasionally at the user’s desk if the issue cannot be resolved on the spot. A/V Support Crestron systems.Microsoft Teams A/V Rooms, Huddle and conference.

• O365 -OKTA -experience on Sharepoint admin and setup.

MacBook Pro support, Iphone, Ipad Apple devices.Jamf Now.

• Provided In-person/face-to-face for Laptop, Desktop /Printer Break/Fix issues using ServiceNow Ticketing and asset inventory tracking.

• SOFTWARE: Sharepoint, Adobe Illustrator, Adobe Acrobat and Reader PDF.

Senior Field Support Engineer

Field Nation, Atlanta, GA February 2023 to August 2023

• Contract work to troubleshoot repair or replace network devices routers, switches, cables and Desktop and Laptop computers. PowerShell tools troubleshooting. The ticketing system used Connectwise.

A/V Support Crestron systems.

Cloud Services AWS, Azure, SaaS-based providers, monitoring and analytics systems like SolarWinds, New Relic, Cloud IT management. Serviced POS systems tools.

• PRINTER SUPPORT: Testing Printers Desktop Multi-Function type HP, Lexmark, OkiData. Support of Handheld Scanners

• Data Center Experience- Install exchange routers and switches projects.-Including DataCenter Decom. TS switches, ports updating servers etc.

• This experience includes Pivotal POS Company repairs Troubleshooting NCR POS Terminals operating on Windows 7, 8 and 10. SQL scripts.

DataScan / JMFamily April 1, 2022-January 2023.

End User Support Analyst -Tier 2

●Laptop Desktop Break/Fix using ServiceNow SNOW

●Apple MacBook Pro Support / Dell Precision Premium laptop support

●MacBook Pro support, Iphone, Ipad Apple devices.Jamf Now.

●A/V Support Crestron systems.

●MSP experience- Admin of Endpoint Server, iTune server management.

●Active Directory -Admin /Server Support Monitoring, add/ remove users Group policy updating/changes

●Office 365 Environment and Encryption BitLocker Encryption

●Imaging Desktops & Laptops using Intune Manager Server

●Support of office and OPW staff Software and Hardware

●Remote desktop support and in office support

●Utilized MS Teams in a workgroup environment

Senior Field Support Engineer

Field Nation Atlanta Georgia - Atlanta, GA September 2021- April 1 2022.

Contract work to troubleshoot repair or replace network devices routers, switches, cables and Desktop & Laptop computers. This experience includes T.S. Network servers’ routers for Internet connectivity. Installing server Hard Drives, Wireless Access points, ATA devices. Backup user files for re-imaging computers. Restoring OS Windows and MAC software to desktops and laptop. Installing and troubleshooting POS systems with commercial businesses setup/repair or replace POS touch screen or bump bars, printers, and media players.

●Support of Handheld Scanners

IBM /Pomeroy IT 10/02/2017-02/2021

Field Support Technician 4170 Ashford Dunwoody Rd Brookhaven GA 30319 / 740 West Peachtree

NW Street, Atlanta, GA 30308

●Laptop Desktop Break/Fix using ServiceNow SNOW

●MSP experience

●Admin /Server Support Monitoring, add/ remove users Group policy updating/changes

●A/V Support Crestron and WebEx systems.

●Office 365 Environment and Encryption BitLocker, McAfee

●Imaging Desktops & Laptops using SCCM

●Support of office and OPW staff Software and Hardware

●Remote desktop support and in office support

●Utilized MS Teams in a workgroup environment

Vodastra Technologies 06/16/2016 –10/01/2017

Onsite Computer Support Specialist

●Windows Server Support also MSOffice 365, includes user questions on Word, Excel & PowerPoint.

●Technical support for several offices, including Helpdesk support. Remote support using RDC and VNC client/server. Use of ConnectWise

●Support of Handheld Scanners

●MSP experience

●Laptop and Desktop SW and HW troubleshooting.

●MS Exchange configuring accounts and backing up email data files. Internet and Network connectivity,

●Supporting McAfee Security Hard Drive Encryption.

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