Support Analyst Deskside
Resume:
Damon Taylor Gann
Gallatin, TN **066
Cell Phone # 336-***-****
E-mail: ********@*****.***
PROFESSIONAL PROFILE
I am an experienced technician, with a background in supervisory and client/server support, including over (25)
years experience in the technical environment. My areas of expertise include planning and implementation,
organizational efficiency, Microsoft Office products, troubleshooting, vast hardware knowledge, familiarization
with legacy software & hardware, and installation of upgrades. I also have management experience, having managed small IT teams in the past.
PROFESSIONAL EXPERIENCE
L3Harris (August 2022 – August 2025), IT Engineer
- Support 300+ office & remote users, across 2 sites, including some multistate remote users
- Remote, phone, and deskside support, for various Dell hardware & Apple/iOS devices
- Break/fix, builds, and deployments in association with workstations and migrations, and datacenter activity
- Audio/video & multimedia support for local Crestron, and selected components
- UPS and basic Cisco switch support
- Software support for proprietary applications onsite and Windows platforms, Office platforms, remote tools,
Outlook, Java, Oracle, Global Protect VPN, SCCM client, Active Directory, Azure, Intune, and Symantec
Paperworks Industries (May 2018 - June 2022), Sr. Technical Support Analyst
- Support 1500+ users in a manufacturing environment, across 8 plants, in a team environment
- Remote, phone, and deskside support, for various Lenovo/Dell hardware & Apple/iOS devices
- Break/fix, builds, and deployments in association with workstations and migrations
- Work with scan/print barcode technologies and hardware in affected manufacturing facilities (Zebra, Motorola)
- UPS and basic Cisco switch support
- Software support for proprietary applications onsite and Windows platforms, Office platforms, remote tools,
Outlook, Java, Oracle, Cisco VPN, Microsoft SCCM client, Active Directory, Azure, Intune, and Symantec
Ashley Furniture Industries (February 2017 - May 2018), Sr. Desktop Support Analyst / IT Lead & Manager
- Support 1500+ users in a manufacturing environment
- Remote, phone, and deskside support, for various HP/Lenovo hardware & Apple/iOS devices
- Break/fix, builds, and deployments in association with workstations and migrations
- Work with scan/print barcode technologies and hardware in affected manufacturing facilities (Zebra, Motorola)
- UPS and basic Cisco switch support
- Software support for proprietary applications onsite and Windows platforms, Office platforms, remote tools,
Outlook, Java, Oracle, Cisco VPN, Microsoft SCCM client, Active Directory, and Symantec/Cylance Antivirus
Herbalife ( 2014 - 2016), Sr. Desktop Support Analyst / IT Lead & Manager
- Support 500+ users in a team-oriented environment
- Remote, phone, and deskside support, for various Dell laptop and PC hardware, along with Apple MacBook
- Break/fix, builds, and deployments in association with workstations and migrations
- Work with scan/print barcode technologies and hardware in affected manufacturing facilities (Zebra, Motorola)
- UPS and basic Cisco switch support
- iPhone/iPad/iOS support
- Software support for proprietary applications onsite and Windows platforms, Office platforms, remote tools,
Outlook, Java, Oracle, Symantec VPN, Microsoft SCCM client, Active Directory, and Symantec Antivirus
Thomas Built Buses (2012 - 2014), Sr. Desktop Support Analyst
- Support 600+ users in a team-oriented environment
- Remote, phone, and deskside support, for various Dell and HP laptop and PC hardware
- Break/fix, builds, and deployments in association with workstations and migrations
- Working with Windows XP to Windows 7 migrations and support
- Work with scan/print barcode technologies and hardware in affected manufacturing facilities
- Some UPS and basic Cisco switch support
- Software support for proprietary applications onsite and Windows platforms, Office platforms, remote tools,
Lotus Notes, Java, Oracle, Cisco VPN, Microsoft SCCM client, Active Directory, SAP, and Symantec Antivirus
Hanesbrands, Inc. (2009 - 2012), Desktop Support Analyst
- Support 1000+ user enterprise environment, along with a dedicated support team
- Remote support, phone support, and deskside support, for various Dell laptop and desktop hardware
- Break/fix repair and warranty replacement on affected hardware
- PC builds/deployments coinciding with Windows XP to Windows 7 migrations
- Working with distribution centers scan/print barcode technologies
- Software support for all Windows XP and 7 platforms, Microsoft SCCM client, Office 2007 & 2010,
Nortel VPN, Java, Oracle, Filenet, Active Directory, Intel wireless, Symantec Enterprise AntiVirus,
Office Communicator, Microsoft Exchange
Bell Industries (2008 - 2009), Technical Business Analyst
- Supported proprietary tobacco processing software and hardware platforms in remote tobacco warehouses
- Software testing in accordance with client specifications, for proper daily operations
Siemens IT Solutions & Services, Inc. (2004 - 2008), Technician II
- Assisted in the implementation and deployment of Win XP Professional, along with 60 workstations, to local CIGNA office
- Assisted in the planning, testing, and implementation of a LAN in a local 100 user office
- Successfully upgraded legacy Cisco router, switches, and UPS power distribution units in local CIGNA office
- Hardware and software issues supported on CIGNA site and local third party accounts
CIGNA Healthcare (2000 - 2004), Systems Site Lead
- Detailed planning, establishing, updating, and coordinating CIGNA PCM audit procedures and standards, to
meet local CIGNA site infrastructure and facility. Attained desired 100% compliance rating
- Helped upgrade legacy Win NT 4.0 servers, to IBM W2K servers, in local CIGNA LAN
FALK Companies (1999 - 2000), Technical Analyst/Network Engineer
- Assisted in building custom client servers with proprietary software, for utilization at respective local client sites
- Successfully deployed 80 workstations and 20 laptops with Windows 95, to local employer
- Scheduled and performed disposal services for the 100 legacy workstations after the deployment
- Supported proprietary ERP software for clients from local helpdesk
UNISYS (1995 - 1999), Field Support Technician/Senior Technical Support Analyst
- Supervised staff of 5 technical support analysts responsible for /support of three major nationwide accounts
- Mentored team members as they resolved nationwide account issues for UNISYS helpdesk
- Performed a variety of field break/fix activity for various UNISYS nationwide accounts on a local level
- Assisted with software upgrades and operating system implementations, along with configuration updates
LEADERSHIP
* Strong customer advocacy and consulting skills
* Works effectively as a part of the customer's team
* Detail-oriented and strong organizational skills
* Good oral and written communication skills
* Provides excellent customer service
* Utilizes best practices in all engagements
* Provides informal training and mentoring of teammates
SKILLS
* Windows 3.1/95/98/Me/2000/NT/XP/Vista/7/8/10/11
* Windows Advanced Server 2000, 2003, Server 2008 R2/2012
* MSDOS commands from 3.3 and above
* Apple OS X 4.1 and above including all iOS versions
* HEAT, Remedy, Vantive, Service Now, Trackit, and Unicenter customer ticketing systems
* Dial-up networking including RAS & VPN technologies
* Remote Desktop, Remote Assistance, VNC, Teamviewer, and pcAnywhere
* TCP/IP and Ethernet standards
* Ghost, pcAnywhere, Cisco IP Communicator, Cisco Jabber IM, Skype for Business, OneDrive, Client Access
Outlook/Exchange, Lotus Notes, Backup Exec, and various ISPs (including Earthlink, NetZero, UUNET, MSN)
* Marimba and Microsoft SCCM software distribution product
* IBM xSeries and HP NetServer hardware
* Symantec AntiVirus product from V7.51 and up
* Norton AntiVirus product from V4.0 to Symantec transition
* Cylance & McAfee antivirus applications
* Compaq, IBM, Lenovo, Toshiba, Dell, Gateway, HP, and Apple desktop, laptops, & servers
* HP, Kyocera, EPSON, IBM, DELL,and Lexmark printers
* 3COM Palm Pilot, BlackBerry, and Apple iPhone/iPad/iOS deployment/support
* Microsoft Office Suite 97/2003/2007/2010/2013/2016 & Office 365, including Project and Access
* Intermec, Symbol, Motorola, and Zebra barcoding technology, including Wavelink & Staylinked configuration tools
TRAINING/CERTIFICATIONS
* NT 4.0 MCP (Server, Workstation, Enterprise Server)
* Windows XP MCP
* Microcomputer Support Certification
* A+ Certification
* Cisco CCNA Training
* W2K MCSA/MCSE Training
* Various HP LaserJet printer certifications
* IBM/Lenovo desktop, ThinkCentre, and laptop certifications
* IBM/Lenovo Warranty Basics for Technicians/Administrators
* Dell Certifications for desktops, laptops, and printers
* Accredited Platform Specialist on HP Desktop, Workstation, Notebooks
Contact this candidate