Field Tech It Support

Isadore A Hester Jr.

High Point, NC *****,

757-***-****, ***********@****.***

PROFESSIONAL SUMMARY

Motivated and self-driven, excellent problem-solving and collaboration skills, trained IT&S, with an emphasis on records security and file maintenance EMPLOYMENT HISTORY

Cone Health/ Ovation Healthcare May 2025 -

Present

Field Tech

● Perform Windows 10 to 11 upgrades using SCCM, including imaging devices, deploying software, and maintaining compliance with security protocols.

● Troubleshoot hardware, software, and network issues across multiple departments, ensuring minimal downtime and high end-user satisfaction.

● Utilize Power Apps to manage support tickets and streamline workflow, while maintaining detailed documentation of issues, resolutions, and asset movements.

● Leverage PowerShell and Command Prompt for scripting tasks, system diagnostics, user account configuration, and software deployment automation.

● Back up user data using U drive, OneDrive, or direct access methods to ensure data integrity during OS upgrades, device replacements, and troubleshooting processes. Atrium Health Wake Forest Baptist February 2025 - May 2025 Field Tech

● Managed incoming IT support tickets through ServiceNow, providing timely assistance and troubleshooting for hospital staff.

● Performed device upgrades and replacements, ensuring smooth transitions from legacy systems to Windows 11 by communicating with users and addressing their needs.

● Utilized LWS, ADUC, and SCCM to locate devices, configure user settings, and ensure proper deployment of hospital IT assets.

● Backed up user data using USMT 10, OneDrive, H Drive, or direct system access, ensuring no data loss during equipment transitions.

● Verified software compatibility with Windows 11, configured Imprivata where applicable, and updated autologin settings as needed. High Point University August 2024 - January 2025

Service Desk/ Field Tech:

● Managed incoming tickets through ServiceNow, answering phone call through call center, resolving issues related to Microsoft Office (Outlook, Excel, Teams), password resets, and other university applications (Blackboard, Workday, Honorlock)

● Troubleshoot and resolve Mac and Windows software issues, virus, and ensuring minimal disruption to end-users

● Set up and supported Duo Mobile for multi-factor authentication, helping users secure their accounts

● Configured and maintained OneDrive and SharePoint for file sharing and collaboration

● Supported printer installations and management, ensuring connectivity for both Mac and Windows users.

UNC Health May 2024 - August 2024

Service Desk Specialist:

● ServiceNow ticket system experience

● Arc request system experience

● Manage trouble tickets called by users for problems like O365, Printer, Citrix, VPN, Password, Laptop issues, Mac issues, Windows issues, Vendor, Epic, Hardware issues, Active Directory, Citrix Director, and Onesign

● Escalate issues when deemed beyond first-level scope or skills

● Maintain communication with students, vendors and doctors/nurses Logically Corp, Raleigh, NC Aug 2021 - Mar 2024

Dispatcher, Technical Support:

● ConnectWise Ticketing/Troubleshooting experience

● Manage trouble tickets submitted by end users for problems like ADP, O365, VPN, Printer, Mac, NOC, AWS, Windows, Firewall, Microsoft Azure, Build laptop, Network, Teams End User password, and Active Directory

● Escalate issues when deemed beyond first-level scope or skills

● Maintain communication with vendors and handle laptops

● Work alongside another dispatcher to develop a schedule and plans

● Develop different structures for the territories Central/Hillsborough Elementary School, Orange County, NC Feb 2021-June 2021

Desktop Support:

● Performed duties to provide end-user support to staff and scholars using school technology including Windows laptops, Chromebooks, and classroom technology, such as interactive whiteboards/projectors, TVs, and document cameras

● Ensured users have access to working and updated hardware and software for the educational setting

● Performed systems administration to operate and maintain Windows 10 for staff, printers, phone systems, IP security cameras, Microsoft, Adobe, School website maintenance, and content manager

● Worked alongside the leadership to develop and implement technology plans and policies

● Developed and maintained relationships with vendors and handled technology purchasing, Managed technology inventory

EDUCATION

Bachelor of Science, Computer Technology & Information Systems (2021) Guilford University College, Greensboro, NC

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